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I have been waiting since June for my £300 withdrawal request but don’t seem to be getting anywhere with it. I’m told every day to be patient by their automated online chat , nobody ever replies to my emails either. I would be so grateful if you could help me get my winnings. I have attached a screenshot of my account details and email confirmation from them confirming the withdrawal

many thanks

Amy

Hello amywaddingham82,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spicy Jackpots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning

thank you so much for getting back to me so quickly.

yes I can confirm my account is verified, I’m a bit unsure when but I would guess it was early this year. I’ve got a screenshot as proof my account is verified if needed?

it was real money and not a bonus .

I spoke to them this morning, via online chat, I’ve got a copy of this chat sent to my email if you also want that sent?

thank you

Amy

Thank you amywaddingham82 for all the information provided so far. As a withdrawal should definitely not take such long time to be processed, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you amywaddingham82 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spicy Jackpots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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 would recommend you contact the Curacao Gaming Authority and submit a complaint to them, but it is not possible to learn which of Curacao regulators is responsible for this casino. If you would like to try to write to them all with a goal to open a complaint, I can provide you with e-mails for these regulators. If you need the list or have any questions, do not hesitate to contact me through my e-mail: peter.c@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Peter