Jackpot Frenzy Casino - La solicitud de retiro del jugador está retrasada.

Hello everyone, last week I won €2000 while playing slots. Consequently, I made three withdrawals of €500 each according to the book's limits and conditions. I sent photos of my ID and the credit card statement I used for the deposit and withdrawal requests to the support team via email beforehand. I was planning to request the fourth withdrawal once one of the current ones was approved. However, one business week later, there is still no sign of withdrawal verification approval. Since I'm still at square one, I contacted support, but I keep receiving the same pre-written messages. This makes me suspect that I'm being assisted by an automated system rather than a real person. I'm looking for a response and assistance from someone who can help me withdraw these funds. I thank anyone in advance who takes action to help me with this issue.

P.S. Below, I've attached some photos documenting this misfortune.

Buongiorno a tutti,settimana scorsa ho concluso una giocata alle slot vincendo 2000€,di conseguenza ho effettuato 3 prelievi da 500€ secondo i limiti e le condizioni del book,inviando preventivamente per mail al supporto già le foto della mia carta di identità ed estratto conto della carta con cui ho depositato e richiesto i prelievi ,aspettando di richiedere il quarto appena uno mi viene approvato,ma una settimana (lavorativa) dopo ancora nessuna traccia di approvazione della verifica dei bonifici,essendo sempre al punto di partenza ho contattato il supporto,ma mi arrivano sempre gli stessi messaggi precompilati,quindi ipotizzo che non vengo assistito da un assistente in carne ed ossa ma da messaggi automatici da robot,cerco risposta e assistenza da chi può aiutarmi a prelevare questi soldi e lo ringrazio in anticipo a chi si attiverà per aiutarmi in questa contestazione.

p.s. Le allego sotto alcune foto di questa sventura di questi giorni.

Dear n7wm8bwr9w,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Good morning, first of all, thank you for your reply and interest in my case, but first of all I wanted to underline the inconvenience of this casino, (something that has never happened in almost 9 years of gambling between bets and casinos, in 3 days maximum the withdrawal was more than satisfied, instead today I find myself with my withdrawal which has passed more than a week (working) and still not even verified by the book, in addition to this I forward you my withdrawal situation (3 of € 500 and one still to request as soon as one is processed) and the verification of the account, thank you for everything and I wish you a good day

Buongiorno la ringrazio innanzitutto per la risposta e l’interesse al mio caso,ma volevo innanzitutto sottolineare il disagio di questo casinò,(cosa mai successa in quasi 9 anni di gioco tra scommesse e casinò,massimo in 3 giorni il prelievo era più che soddisfatto,io invece ad oggi mi trovo con il mio prelievo il quale è trascorso più di una settimana (lavorativa) e ancora nemmeno verificato dal book,oltre questo le inoltro la mia situazione dei prelievi (3 da 500€ e uno ancora da richiedere non appena uno verrà evaso) e della verifica del conto,grazie di tutto e le auguro una buona giornata

Thank you for further information. Withdrawals usually do get processed more quickly, but sometimes unforeseen issues can lead to delays. Based on our experience, most players receive their funds within the two-week timeframe. If your winnings are still not in your account by November 12, please reach out to me, and we’ll continue with the investigation to ensure you receive your payment.

perfect, then we'll talk on November 12th for updates, and above all I thank you again for your interest in my practice, I wish you a good weekend and we'll talk on the 12th as agreed

perfetto,allora ci sentiamo il 12 novembre per aggiornamenti,e soprattutto la ringrazio ancora per l’interesse verso la mia pratica,le auguro un buon fine settimana e ci sentiamo il 12 come concordato

Good evening, I give you a negative update with the beginning of the teasing from their side

Buonasera,le do un aggiornamento negativo con l’inizio delle prese in giro da parte loro

Good morning, today 12/11 no news from the bookmaker, with consequent no payment for today either

Buongiorno,oggi 12/11 nessuna novità da parte del book,con conseguente nessun pagamento nemmeno per oggi

Good morning, today November 15, still no news on the matter with the answers from the casino always automatic and generic without the possibility of a concrete answer and a real person who examines your case

Buongiorno,oggi 15 novembre,ancora nessuna novità in merito con le risposte da parte del casinò sempre automatiche e generiche senza la possibilità di una risposta concreta e di una persona in carne ed ossa che esamini il tuo caso

Thank you very much, n7wm8bwr9w, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Thank you veronika

La ringrazio veronika

Hi n7wm8bwr9w,

I have just reviewed your case, and I’m sorry to hear about the difficulties you are experiencing with your withdrawal. I will help you by reaching out to the casino to see what can be done once they respond.

Dear Jackpot Frenzy Casino,

I would like to invite you to join this conversation and assist in resolving the player's complaint. Could you please provide more information regarding the case? Specifically, I would appreciate it if you could clarify the current status of the player's withdrawal request and inform us when they can expect it to be processed on your end.

I look forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru

Kind regards,

Natalia

Good morning, I'm sorry too, because when I recharged the account I recharged it with real money and they immediately took it from the account, while my withdrawal requests from 10/29/2024 still have not been satisfied.

Buongiorno,dispiace anche a me,perché quando ho ricaricato il conto l’ho ricaricato con soldi veri e subito li hanno presi dal conto,mentre le mie richieste di prelievo dal 29/10/2024 ancora non vengo soddisfatte.

Good morning, good news, they have just processed the 3 transfers of €500 with subsequent issuance on my cc, the last one of €500 is missing and we're done

Buongiorno buone notizie mi hanno appena processato i 3 bonifici da 500€ con conseguente emissione sul mio cc,manca l’ultimo da 500€ e abbiamo finito

Dear n7wm8bwr9w, thank you for these positive updates. I hope the last payment will be processed very soon too. Please, keep us informed.

I will definitely keep you informed about the final payment if it is processed so as to close the matter positively

La tengo informata sicuramente sull’ultimo pagamento se verrà processato in modo da chiudere la questione positivamente

As soon as the last transfer arrives, I will close the complaint positively.

Appena arrivato anche l’ultimo bonifico,chiuderei positivamente il reclamo

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, unless the player confirms successfully getting their funds.

Dear Customer,

We are pleased to inform you that your withdrawal request has been completed.

Kind Regards,

Jackpot Casino Team

Thank you for the response, Jackpot Frenzy Casino.

Dear n7wm8bwr9w, the casino supposedly processed your last payment, so you should receive your money soon. Please, let us know when the payment reaches your bank account.

Good morning, the money has all been received, thank you very much to everyone for following my case

Buongiorno,i soldi sono stati ricevuti tutti,grazie mille a tutti per aver seguito il mio caso

Dear n7wm8bwr9w,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia 

Casino.Guru