Jackpot Frenzy Casino - O jogador acredita que o seu pagamento foi atrasado.

Good morning, I am writing this complaint because I made a withdrawal on the betting site in question, and after almost 3 "working" weeks it still hasn't even been verified, I hope you can help me, and I thank in advance whoever will take care of my issue. I also sent an email to support a week ago, but I haven't received any response or assistance.

Buongiorno,scrivo questo reclamo perché ho effettuato un prelievo sul sito di scommesse in questione,e dopo quasi 3 settimane "lavorative"ancora non mi è stato nemmeno verificato,spero mi sappiate aiutare,e ringrazio in anticipo chi curerà la mia questione.Ho inviato anche una mail al supporto una settimana fa,ma non ho ricevuto nessuna risposta e nessuna assistenza.

Dear player,

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, 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Good evening and first of all I thank you for your interest in my case, there has been no development, and the assistance continues not to answer me, I just took a screenshot today at 17:03 to show you that everything is at a standstill, and the situation has had no developments, as stopped as the day I made the withdrawal.

Buonasera e la ringrazio innanzitutto per l’interesse verso la mia causa,non c’è stato nessuno sviluppo,e l’assistenza continua a non rispondermi,ho appena fatto uno screen nella giornata odierna alle ore 17:03 per farle vedere che è tutto fermo,e la situazione non ha avuto sviluppi,ferma come al giorno in cui ho effettuato il prelievo.

Unfortunately, I can't insert the screenshot of the withdrawal here, but I assure you that it is like the one I inserted in the complaint, maybe if you are so kind as to provide me with an email to which I can send it, so that I can explain and have you verify with proof that the situation has not changed at all, I thank you and await your response.

Purtroppo lo screenshot del prelievo non me lo fa inserire qui,ma le assicuro che è come quello che ho inserito nel reclamo,magari se è così gentile da fornirmi una mail al quale lo posso inviare,in modo da illustrarle e farle constatare con una prova che la situazione non è per nulla cambiata,la ringrazio e aspetto una sua risposta

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

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC 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.

Yes, I made a withdrawal of €2,000 in November 2024 where your help was needed, always through a complaint, to be able to have the money in the account, so the betting site cannot even reply as a reason for the failure to pay the withdrawal, the lack of documents on my part, and I accumulated my winnings without a bonus of mine, just like the other time, unfortunately I cannot show you any chat with the betting site since they do not respond to my requests for assistance. But I will forward you a screenshot to your email with the status unchanged and the same as when I made the request, therefore unchanged and without progress.

Si ho effettuato un prelievo di 2.000€ a novembre 2024 dove è servito il vostro aiuto sempre tramite reclamo per riuscire ad avere i soldi sul conto,quindi il sito scommesse non può replicare nemmeno come motivazione del mancato pagamento del prelievo la mancanza di documenti da parte mia,ed ho accumulato la mia vincita senza un bonus mio,proprio come l’altra volta,purtroppo non posso mostrarle nessuna chat con il sito scommesse dato che non rispondono alle mie richieste di assistenza.ma le inoltrerò uno screenshot alla sua mail con lo stato invariato e uguale al momento in cui ho effettuato la richiesta,quindi invariato e senza progressi.

Dear player, have you received the money?

Dear player,

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.

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.