JeetCity Casino - Вывод игроком 5000 евро был отложен.

Hello, I hope that someone can help me. I want to file a complaint. I won €5000 at this casino on Friday. Since then, I feel I've been misled and lied to. You might say that it's too early for a complaint. However, this is not the case. I understand the process too well now and know what is going to happen. I fear I have to wait two months before I see my winnings. The homepage clearly states for everyone to see, "fast and secure payout" and similarly, in the FAQ section it says "payouts are processed within 1 hour" and the same applies to the verification process. "upon uploading your documents your account will be immediately verified". Why are these being stated when they are not implemented? I reached out with questions about this and was ignored, the chat was closed. There is no honest communication. When I ask about the verification, I get a mock response "yes, yes, your account has already been verified" while my account status implies the contrary. Yesterday a VIP manager "promised" that I would receive my payout today. I asked again today "So what happens now?", the response stays the same... "please wait". I feel like I'm being constantly lied to. It seems like they're hoping I will gamble away all my winnings, but no, I'm not going to cancel a single payout. Instead of attracting customers, they do this. I thought being a VIP player would come with certain priorities. I will never play here again. They won't receive a single cent from me anymore. I need help. I know if I don't take action, things will stay this way, hence I came as early as possible. I understand if a payout takes a bit longer, but why does the side state that all payouts are processed within an hour? Without exception? I have never experienced this with any other casino. I honestly enjoyed playing there, but never again. I desperately need help...

hallo ich hoffe mir kann geholfen werden. Ich möchte mich beschweren. Ich habe in diesem Casino 5.000€ gewonnen am Freitag. Seitdem werde ich nur hingehalten und angelogen. Vielleicht werden sie sagen, das es zu früh ist für eine Beschwerde. Nein, ganz und gar nicht. Ich weiß was auf mich zu kommen wird. Ich werde noch 2 Monate auf mein Geld warten müssen. Auf der start Seite steht schön für alle zu sehen „schnelle und sichere Auszahlung" ebenso steht in den FAQ‘s „Auszahlungen werden innerhalb 1 Stunde bearbeitet" das gleiche gilt für die Verifizierung. „Nach hochladen ihrer Dokumente, wird ihr Konto umgehend verifiziert". Wieso steht sowas dort, wenn es nicht umgesetzt wird? Auf meine Frage diesbezüglich, werde ich ignoriert und der Chat wird geschlossen. Keine ehrliche Kommunikation. Wenn ich nach der Verifizierung frage, heißt es „jaja ihr Konto ist verifiziert" gleichzeitig sagt mein Konto was anderes. Gestern wurde mir von einem VIP Manager „versprochen" das ich heute meine Auszahlung erhalten werde. Ich habe heute nochmal nachgefragt „ja was ist denn nun". Immer die gleiche leier.. „warten sie". Ich werde nur angelogen. Die wollen das ich alles verzocke aber nein ich werde keine einzige Auszahlung abbrechen. Anstatt Kunden für sich zu gewinnen, ziehen die sowas ab. Ich dachte VIP Spieler haben andere Prioritäten. Ich werde hier nie Spieler spielen. Kein Cent bekommen die mehr von mir. Ich bitte um Hilfe. Ich weiß wenn ich nichts unternehme, wird das so bleiben, deshalb bin ich früh gekommen. Es kann ja sein, das eine Auszahlung ein bisschen dauert. Aber wieso steht auf der Seite, das alle Auszahlungen in einer stunde bearbeitet werden? Ohne Ausnahme ? In keinem Casino sowas erlebt. Ich habe echt gerne dort gespielt, aber nie wieder. Ich bitte um Hilfe ..

Dear semyberry,

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,

Petronela

Dear semyberry,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.