Complaint #5 Jack21 Casino

Withdrawal not being processed

By Roger B.

4 years ago

Message on forum

Dear AskGamblers,

Last Monday, 4-10-21, I requested a withdrawal of R$2500 (Brazilian Reais). It has not been processed yet. It states in the casino’s terms that it can take up to two business days to process the withdrawal. So on Wednesday 6-10, after 48 hours had passed, I’ve sent them an email requesting kindly to process my withdraw. Up till now I haven’t even received a response from them to my email. The online chat support hasn’t been available for some weeks now. I cannot find another way of talking to them.

I attached screenshots of the terms and the withdrawal request. My account has been verified a long time ago. I’ve also attached a screenshot of the email I’ve sent them.

Can you please help me?

Thank you in advance and kind regards,

< full name removed >

Disputed Casino Jack21 Casino

Reason Delayed payment

Amount R$2500

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

HiFly

• Brazil

4 years ago

I have received the funds! this case has been resolved.
Hopefully Jack21 will improve there services after I have sent then an email with mu opinion.
I have closed my account at jack21!

AskGamblers

• Support Team

4 years ago

Dear @HiFly,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Jack21 Casino

• Representative

4 years ago

Hello,

It is noted in the terms and conditions that the time period is after the verification of the account:

4.10 Jack21's financial department may take up to two (2) business days to process the withdrawal, once all requested account verification documents have been received and confirmed. Large withdrawals may take longer to be processed as they must go through enhanced controls before being approved by our security department.

Best Regards,
Jack21

Jack21 Casino Complaint Stats

Resolved 1 / 1

Avg. Amount $458

Avg. Complaint Duration 9 days

Avg. Response Time 23 hours