Jackpot Frenzy Casino - Внесенные игроком средства удерживаются.

Hello! The casino has been withholding my deposits

(€ 1000) for a week! Emails are either not answered at all or only eventually!

Hallo! Casino hält meine Aufzahlungen

(€ 1000) seit einer Woche zurück! Emails werden gar nicht bzw. irgendwann beantwortet!

Dear 91231kk,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience.

From the screenshot you provided, the issue seems to be with withdrawals rather than deposits. Are you unable to receive your winnings from the casino? Or have you sent a deposit to the casino that has not yet been credited to your account?

Could you also please confirm if you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Hello! Deposits work perfectly. KYC verification was not required by the casino. Haven't had a successful withdrawal yet.

When I replied to an email about when payouts would be made (submitted on November 15th), I was told that payouts would be made soon...thank you! Kind regards, Thomas

Hallo! Einzahlungen funktionieren einwandfrei. KYC-Überprüfung wurde vom Casiono nicht verlangt . Habe noch keine erfolgreiche Auszahlung.

Antwort auf email von mir, wann Auszahlungen ( 15.11. eingereicht) durchgeführt werden, bekomme ich zur Antwort, dass Auszahlungen demnächst durchgeführt werden…danke! Mit freundlichen Grüßen Thomas

Thank you for the clarification. 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.

Just received an email from the casino that my withdrawals were canceled! But that's not true, as withdrawals still have a processing status! I think everyone is trying to delay the payouts or keep playing until the money is gone!!!

Soeben Email vom Casino bekommen, dass meine Auszahlungen storniert wurden! Das stimmt aber nicht, da Auszahlungen noch immer Status in Verarbeitung haben! Ich glaube, hier wird mit allen Mitteln versucht, die Auszahlungen hinauszuzögern bzw. weiterzuspielen, bis Geld weg ist!!!

Payouts made today! Thanks! Kind regards

TK

Auszahlungen heute erfolgt! Danke! Mfg

T. K.

Dear 91231kk,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru