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Jackpot Village Casino - Stalling my withdrawal, accusing third party for the delays

UNRESOLVED
Complaint Info
Disputed casino Jackpot Village Casino
Reason Delayed payment
Amount € 1600
Posted on December 9, 2021

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.

Posted on December 9, 2021

Here are some documents.
Since December 1 st until today December 9 th,They have failed to show any proof that they have:
A. Made any transactions to Trustly
B. That Trustly has had any issues receiving your payment to me,
I have many times asked for a transaction copy, something you have failed to provide.

During this process, they have also closed my account, claiming that I am being under "review". They have done so without any plausible explanation or information as to how long my account is to be closed.

Since December 3:rd, I have spent numerous hours trying to get answers from Jackpot Village and all I have received is "we are working on it" and "you will be contacted". You have never once shown any proof of any problems with Trustly.
.
This is completely unacceptable and this strategy of stalling your customers does not belong in the gaming world.

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