Wicked Jackpots Casino - Ignoring me for 5 days, not responding to any communication

RESOLVED
posted on November 27, 2015.

I made 3 withdrawals on Sunday and Monday morning totaling £1500. Monday morning I received an email asking for 3 forms of I.D. I emailed these back a couple of hours later and never heard anything. Rang the next day and was told to wait 24-72 hours. 72 hours came and went and on Wednesday was told to wait an extra day. Thursday I still had no response so I rang again. This time someone said they would email the security department for me and someone would get straight back to me. Obviously no-one has got back to me. I am on day 5 from sending my ID back and I haven't even been told it was received let alone verified. I have sent numerous emails and this morning have tried to speak to someone on the phone, I have called 13 times and have not been able to speak to anyone, it is just on hold or engaged. The one time someone did pick up they cancelled the call. This company is relatively new and seems to heavily advertise that they have 24/7 call centers etc and good customer service. I have never been treated like this anywhere, they are literally ignoring me. All the while my £1500 sits unprocessed. Terrible company.

posted on November 29, 2015.

Hi islandtom,
My name is Jennifer and I'm the VIP Account Manager with Wicked Jackpots.
Thank you for your message and I'll be happy to reply to your comments.
I can see that through your communication with our site, you received an email dated November 27th at 7:44 pm where you were asked to resend a picture of your CC (blocking the middle numbers) as the previous version was illegible for verification. I was unable to trace any reply from your side to this request so as soon as you'll do that we'll be able to move on with the withdrawal process.

For any other problem, please write me directly to [email protected] and I'll be happy to assist.

Jennifer Hart
Wicked Jackpots

posted on November 29, 2015.

You are wrong Jennifer. I received an email yesterday at 12:44am (am!) and responded yesturday at 8am with a new copy of my card. I have screenshot both of these and attached them as proof. I have heard absolutely nothing since. And now you are claiming I have never replied to you. It is now 7 days since I requested a withdrawal and i am nowhere nearer having it processed. I have sent you these documents twice. please respond to my asap, noone has even attempted to contact me directly. I have also tried calling over 30 times in the last through days and got through once. I am literally fuming.

posted on December 1, 2015.

I received a call after my last post here. Wicked jackpots informed me I was right and at 8am on the 28th I had sent back my I.d again. They confirmed that I would have a response from that within 72 hours. It is now the 1st of December at 5pm. I make that 81 hours since I sent it. And shock horror, I have had no response!! Be warned anyone thinking of using this company. Poor communication is a massive understatment. This is now day 9 since I pressed withdrawn and it is still sat there pending.

posted on December 2, 2015.

Hi islandtom,
Thank you for your message. I would like to personally apologize for the inconveniences created with this withdrawal.
The process of confirming the player's identity and their payment methods needs to be done only once, during the first withdrawal and it all comes for the safety and security of your transactions.
I know my colleagues from the support department are working towards solving any issues that might have appeared in the process.
Please rest assured we're doing everything so that our players are enjoying both their experience on the site and the winnings and because of this, I'll make sure someone will be in touch with you today.

Thank you for your understanding,
Jennifer Hart
Wicked Jackpots

posted on December 2, 2015.

I have already withdrawn more than once. This is not my first withdrawal. The wrong information you keep giving me is seriously making me worry about your company. Now on day 10 since I pressed withdraw. You replied to this 8 hours ago saying you would make sure someone gets in touch today. Obviously this has not happened again.

posted on December 3, 2015.

After waiting around 4 days for a response after resubmitting my card I received an email at 3am this morning saying that wicked jackpots are still waiting for it and have not received it!! I have attached proof of this. I received a phone call confirming they have received my I.d so this is another lie. When I sent it I emailed it to 2 separate addresses and uploaded it onto their system via the website. I am worried as to what is happening to my I.d and what company I provided this information to.

Ask gamblers can you review this and advise me what to do. I am being given the run around and am exasperated as to what to do next.

posted on December 6, 2015.

Hi Islandtom,
I am again sorry for the distress. I have checked with my colleagues from support and you should have received by now an email with the confirmation that all the documents were accepted and that you'll soon receive all the payment.
Unfortunately, this took longer than expected in general and we will make sure you will be compensated properly for it. As i promised, we're committed to give the best care to our players and this was just an isolated incident that we hope is solved by now and you'll be able to enjoy the winnings from our site in a timely manner.

Thank you for your understanding,
Jennifer Hart
Wicked Jackpots

posted on December 9, 2015.

can confirm this arrived in my account today and is resolved.

AskGamblers
posted on December 10, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.