Provider error not pay my winnings

I had a withdrawal on April 12. I waited 10 business days. I then contacted them and they said they made an error on their part. The payment is supposed to email to me but nothing yet. I have played with them for 2 years without a problem. I have contacted them many times and they don’t have a time frame to get back to me. I then wrote to the complaint team with no response. I wasn’t playing a bonus just my own money.

For almost 3 months (23.12) I have been waiting for 12000 NOK (1200 euro). I have put my faith in the casino and the work they say they are doing. But it has come to that part where I am beginning to doubt the money to ever be arriving my bank account. The website is also advertising being Malta licensed , and from my experience, this has never happened to me.

I have been in several contacts with both live support and [email protected] – And what they all say is to give them time due to problems with Norwegian banks. I have also requested different methods, like revolut or muchbetter. There was once one live supporter that said they can use revolut, but I then have to wait for the «payment team» to send me a mail about their request for a deposit for making revolut an option. This has still not happened at all. No Mail, nothing.

The biggest reason why I am making this post is because of their «withdrawal history» on the site. After 3 months my history will disappear from the site. Due to that and the time it has taken, i sense a scam and a bad response from the team when it has passed 23.12.

Even if I have asked them to put my money back to the casino account for a new withdrawal, they only respond with « You need to wait for the «payment team» to contact you with further information. But where is that information?? 

Please help me out here. 

Best regard

Arman

November 28 th I won 1600 Euros at Jackpot Village. On December 1 st, after my account was verified, I received an email saying that my withdrawal was accepted. I was so surprised that things went so smoothly, boy was I wrong. On December 3:rd I emailed them because I was getting bad vibes that they were stalling me, and asked about the payment. They assured me that everything was fine (see conversation) and that the money was on it's way.

December 5 th, I contact support, they send me to senior support, who after 35 minutes says, there is a problem with your withdrawal method (Trustly) and we are working with this with great urgency. Up until today, December 8 th I have spent hours online with their support, trying to get some answer as to where the problem is. Every single senior support agent says something different. By the way, the different types of support people are just trained to give you different excuses, the senior support has the hardest job, blaming some third-party provider for the casinos stall methods.

I have now received one more email from them saying that they will pay me with another method, as soon as the money is transferred into my gaming account (say what?!). They blocked my account to keep me from contacting them and having access to see my winnings. Bottom line is, don't use this casino, just don't do it.

I won 8000 NOK at this casino. I’m not foolish enough to play unverified, so my account was already verified before I won. Did my withdrawal through Visa bank transfer. It seemed to go smoothly. How wrong I was 🤣

Waited the required 10 business days, and nothing in my account. Asked customer service and they told me to wait 1-2 more days. I did. And still nothing. Waited 19 days in total before they could tell me they were having problems with their Norwegian payouts. Fair enough. I am understanding up to a point. They say they are working on an alternative. I suggest Skrill. Yes, I will need to make a deposit with Skrill, then I will be able to withdraw using my Skrill, they say. Keep in mind, I am the one having to ask , make suggestions. It is never them. To their surprise I have already deposited using Skrill a few times. I provide them with my Skrill details. They will have to go through it manually.

More days pass, now nearly a month since my original withdrawal. Then I get an e-mail saying they cannot do my withdrawal through Skrill after all. Why? No reason is given. Of course they can suggest only alternatives that I do not have.

So now 2 of the big withdrawal methods they state on their website are suddenly bogus. Bank transfer and Skrill. Yes it is very strange. And I would recommend people to stay away. Unless you are keen on playing detective on your withdrawal for weeks.

I wonder what their strategy is? To wear out the player till they simply give up? Either way it will give them a bad reputation.

I've been waiting on 3 withdrawals none have been paid to me yet these date back to 7/5/21 and 14/5/21 I have contacted chat everyday for the last 3 weeks and they can give me no further updates other than we are working on this with great urgency and have specified it is a problem with the payment provider.

I have emailed multiple times also and same response. I want to know exactly what the problem is and why I have not received my money in nearly 5 weeks. I have been paid before from the same site with no problems and money has gone in within 2 days so I have no idea as to what is going on. I've checked with my bank that it is not on their end and have sent statements to the casino proving funds have not gone in.

I requested a withdrawal for $2500 on Feb 5th and it was processed on Feb6th. I was informed by live support that it would be sent to me within 2-5 days via bank transfer.

Side note: All documentation and what not were all verified on my account prior to requesting this withdrawal. We are going on Day 11 now and the funds have still not reached me, I have asked live support numerous times to look into this and all I get is a "please submit your bank statement to show that the funds haven't been deposited" so I have done this. Every time I do this there is a 2 day waiting period for jackpot village to review my documents, there is always a delay or deflection when I'm looking for answers.

It is the year 2021.... There should not be these types of delays with any online casino, especially when all documents and accounts have been verified. 11 days and counting and still have not received my funds and do not have an answer from their finance department as to when I will be seeing my money.

Hello there I have played online slots with jackpot village. I had requested two withdrawals at two separate times.

New to this casino I understand I had to submit proof of identity proof of address and banking information. I responded to their requests immediately. I have since emailed repeatedly as I have still not received any monies. One email response tells me it’s on its way 3-5 business days, another email says they need banking information which I had already submitted and was accepted but again I complied and re submitted. Money has not been returned to my account either I must add.

I have been very patient but cannot help but think they are just trying to give me the run around until I give up?

I received two emails saying the withdrawal for $1000 was accepted on 08/01/21 the second for $600 was accepted on 11/01/21.

I do understand things happen had the funds been returned due to error with my financial institution I would expect that that correspondence would have been communicated to me but they continuously tell me as their response to my emails 3-5 business days.

It has been much longer than that.

Your help with this matter would be greatly appreciated.

Thank you

Sincerely

Louise < surname removed >

User name: weizze