Spicy Jackpots Casino - The player's withdrawal is delayed.

I have waited patiently since the 17th February when I made my withdrawal I have contacted customer support on quite a lot of occasions, with no break through and quite abruptly ended the chat! I contacted them a day or so ago enquiring when my funds would be deposited into my bank to get the same response has always having volumes of withdrawals etc I mentioned I have proof of withdrawal and dated after informing them of this I logged into my account to find my withdrawal from the 17th February had been counteracted back into my casino account!

Hello traceyhenstock83,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spicy Jackpots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, Nick

My account was verified I can not remember when exactly but I know it was before my withdrawal! I had played with my deposit from what I can recall.

The last time I had contact from the casino in respect to the winnings was 21/05/2023 informing me that the problem with me being able to withdrawal the £600 that they had counteracted back into my account was resolved and I could make the withdrawal again, which I did!

Regards

Tracey

Hello traceyhenstock83,

If the new withdrawal request is a week old, I would recommend to wait a week more for the money to arrive to your payment method.

Please let us know by the end of this week if there's been any update.

Hi Nick,

There has been no update, my withdrawal is still pending within my account.

Hello traceyhenstock83 and thank you for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you kindly for all your help Nick

kind Regards

Tracey

Hello, traceyhenstock83!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel,

Thank you for your assistance and I hope we can resolve the problem. I have attached my last correspondence from spicy Jacpot in regards to my withdrawal!

Kind Regards

Tracey

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If this happens and they do not reply and you close the complaint as unresolved, where will that leave me with the amount owing to me by the casino?

We cannot help players to get their winnings without communicating to the casino. So, in such cases, unfortunately, we cannot do anything, unless the casino is willing to participate.

Is there any other channels I can use to get my winnings?

We are using our resources to contact the casino, but sometimes even this is not enough.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I would recommend you contact the Curacao Gaming Authority and submit a complaint to them, but it is not possible to learn which of Curacao regulators is responsible for this casino. If you would like to try to write to them all with a goal to open a complaint, I can provide you with e-mails for these regulators. If you need the list or have any questions, do not hesitate to contact me through my e-mail: pavel.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team