Jackpot Frenzy Casino - El jugador experimenta un retraso en la respuesta y el proceso de pago.

I won a sum of 210€, and at the time of my request, my account required no verification. However, verification was requested later, and I sent all the necessary documents. However, the transaction history file was larger than the size allowed on the site. Therefore, the support chat advised me to send it via email, which I did. However, after several unanswered follow-ups, they informed me via email that they also needed an annual bank statement, and to send it by replying to the same email. I followed their instructions, but almost a month has passed with no response. Despite my numerous email follow-ups and contacting the live support chat on the site, a representative merely wasted my time.

Ho vinto un importo di 210€ e al momento della richiesta il mio account non richiedeva nessuna verifica,successivamente mi è stata richiesta la verifica ed ho inviato tutti i documenti necessari però il file dello storico transazioni aveva un peso superiore a quello consentito sul sito quindi dalla chat di assistenza mi hanno detto di inviarlo tramite mail e così ho fatto,dopo svariati solleciti senza risposta mi comunicano tramite mail il bisogno anche dell estratto conto annuale e di provvedere all’ invio rispondendo a quella stessa mail e così ho fatto!ma giorno su giorno è trascorso quasi un mese e continuo a non ricevere risposte,ho fatto vari solleciti tramite email e ho contattato anche là chat dal vivo di assistenza sul sito ed un operatore mi ha preso in giro per tutto il tempo

Dear vittoriaroglieri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

That's right, verifying your payment method is the problem.

I understand the need for the KYC, and I sent what was requested, but if I communicate to an operator via chat that I sent the necessary documents via email as they are larger than those allowed and it "shouts" at me against which I have to send via the site proving that I have not understood anything, the problem persists and cannot be resolved if the email support does not provide useful data

Esatto,la verifica del metodo di pagamento è il problema.

comprendo la necessità del kyc,ed ho provveduto ad inviare ciò che mi è stato richiesto,ma se comunico ad un operatore tramite chat che ho provveduto ad inviare i documenti necessari tramite mail in quanto di dimensioni superiori a quelle consentite e questa mi "urla " contro che devo inviare tramite sito dimostrando di non aver capito nulla,zio problema persiste e non si risolve se dal supporto mail non forniscono dati utili

Thank you very much, vittoriaroglieri, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you vittoriaroglieri for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jackpot Frenzy Casino for their help in resolving this complaint. We would like to know what is the issue with the verification process and what can we do to help the player receive their winnings.

Thank you!

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.

Dear all,

Thank you for reaching out! We apologize for the inconvenience you have run into, in regards to the account verification. However, we would like to emphasize that the account verification is necessary, as per the following points of the website's Terns and Conditions:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal. As we currently see, your active withdrawals were canceled by you, and you decided to close the account. While we are sorry to hear that, we value your decision. As the account has been closed, we are unable to proceed with any actions on the account.

Sincerely,

JackpotFrenzy Administration

Thank you for the update Jackpot Frenzy Casino representative. I think the player is aware of the necessity of the verification but raised a valid concern about not being able to provide the necessary documents on the site due to the size of the file. Would it be possible to provide the documents for verification any other way? Thank you in advance!

Dear all,

Thank you for the clarification! As an alternative we will accept documents provided to our email address - support@jackpotfrenzy.com

Sincerely,

Jackpotfrenzy Team

Dear vittoriaroglieri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi vittoriaroglieri,

I wanted to inform you that since Peter, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Peter possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Peter will reach out to you as soon as possible.

Thank you for your understanding and patience.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.