CasinoJAX - Se ha retrasado el pago de las ganancias del jugador.

I have been waiting for a withdrawal for 8 days now. Previously I made a withdrawal request for $2000 on the 26th May however I had another win and requested $1000 withdrawal. on 29th May. When my two withdrawal requests had not changed from pending status I cancelled both and added the two together totalling $3000. I sent many emails asking why the withdrawal was taking so long and was given the same generic response, I was advised to contact ‘live chat’ many times however after many more emails I was advised that there were problems with live chat. I estimate that I have sent at least 60 to 70 emails. Still waiting.

Dear Notnan,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you for looking at my complaint, I have read on Jax website that withdrawals are processed fast and indeed I have received some within hours. 8 days seems strange but I will do as you suggest and if no luck will then contact you again.

All verification documents were submitted I would say at least 2 years ago, I have received numerous payouts during that time. Only recently have I had trouble with withdrawals.

Just to clarify, my withdrawal status is pending and has not been accepted by the casino. I am waiting for the casino to actually approve the withdrawal, not waiting for the payment into my bank account.

Still waiting for this payment.

Dear Notnan,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no my withdrawal is still pending and I continue to receive the same generic message from Jax.

Dear Notnan, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to check whether they need anything from you regarding your account verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I have contacted the casino many, many times always receiving the same answer. I have played at this site for a number of years and verification was accepted. I will include screenshots of previous withdrawals. No bonus was used to accumulate my winnings, any bonus has to be used before anyone can make a withdrawal. I will include other screenshots that include live chat.

As you can see I first tried to withdraw $2000 on 26th May, after waiting 7 days and nothing happened I had another win and tried a withdrawal for $1000, once again nothing happened and I cancelled the $2000 and $1000 and added the two together to try withdrawal of $3000 on 2nd June.

Dear Notnan, please let us know if the status of the withdrawal is still the same or if there have been any updates.

Withdrawal status still pending. Have had no updates from casino at all.

Thank you very much, Notnan, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Notnan,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CasinoJAX representative to join this conversation.

Dear CasinoJAX,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I would certainly appreciate hearing from CasinoJax regarding an end to this situation.

Seems the casino has blocked me now!

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.

So does one of your agents actually contact the casino or are they supposed to randomly see this message? I’m a little disappointed as they didn’t respond in the 7 days and then you then give them another 7 days, I don’t think they care about the rating. My withdrawal has now been pending for 22 days.

I sent a response yesterday but haven’t received an answer, not sure if you received it.

Dear Notnan,

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 recommend you contact the gaming authority. The casino is regulated by Curaçao (GCB) and can submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Mirka Dubasova