Complaint #1 JackpotFrenzy Casino

Withdrawal delayed at this casino

By ntmfana1993

1 year ago

Message on forum

Hi. I made a withdrawal request on Monday, August 12 2024 and it's still pending. They stated that withdrawals are processed within 3 business days but I'm still waiting and I haven't received an answer as to when my withdrawal will be processed. I have attached screenshots of my correspondence with the casino and I have also attached a screenshot of the withdrawal request showing the amount, date, and time of the request. The amount of money in question is €218

Disputed Casino JackpotFrenzy Casino

Reason Delayed payment

Amount €218

Discussion

AskGamblers

• Support Team

1 year 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.

ntmfana1993

• 1 reviews

1 year ago

My withdrawal was just processed. You may close this complaint as the issue has now been resolved.

ntmfana1993

• 1 reviews

1 year ago

Please sort this out speedily. This has gotten out of hand. I will await your response.

JackpotFrenzy Casino

• Representative

1 year ago

Dear ntmfana1993,

First of all please accept my apologies for the delayed reply.

I am very sorry to hear you had issues with our site. I have contacted our Financial Department to understand more about the case and I will update this thread as soon as I get a reply from them.

Please rest assured, I am doing my best to get to the bottom of this as soon as possible.

Speak to you soon.

Jackpotfrenzy Community Manager

JackpotFrenzy Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $1,218

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

JackpotFrenzy Casino Complaints

See all complaints for this casino

Does not pay withdrawals

Dear AskGamblers Team,

I urgently ask for your support with the payout of my winnings. For over three weeks now, the casino has been refusing to process my withdrawal—without any understandable reason.

According to the casino’s system, no verification of my profile is required. I have demonstrably played in accordance with the terms and conditions and have not used any bonuses. My identity has also already been successfully verified on sister platforms operated by the same provider—another reason why no further verification process should be necessary in this case.

Despite multiple attempts to contact them via live chat, the regular support address, and the complaints email, I have only received automated standard replies. My specific questions have not been addressed at all.

I have the impression that the casino is deliberately stalling and unlawfully refusing to process the payout. I therefore urgently ask for your help with this matter.

Thank you in advance!

Resolved

€3,000

Big withdrawal delay

Hello, I didn't take the bonus with my deposit, i am writing to you regarding withdrawals on jackpot frenzy, I have 2 pending withdrawals, one of which dates from March 13 and the other from March 20 which are still not validated, my account has been verified, I often talk to the chat and they always tell me the same thing, that is to say that they are escalating to the relevant department but nothing happens.

Resolved

€150

2 delayed withdrawals

I've made 2 withdrawals totalling € 1000. 9 and 10 banking days ago. In their t&c 6.15, they are saying that:

"Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms."

I've waited for the first week without contacting them (and they have not contacted me as well). Then, asked in the chat, and they are just saying that they should be handled in any minute and the delay has been because of a massive amount of requests. I could understand this explanation for a delay of a day or two, but this smells now of something else.

I've checked my emails multiple times, and there are no requests for KYC documents or any other explanations for the delay.

Resolved

€1,000