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Miami Jackpots Casino - Unable to withdraw for over 10 days and no response from casino

UNRESOLVED

Complaint Info

Disputed casino

Miami Jackpots Casino

Amount

£ 1150

Posted on April 18, 2023

I have been trying to withdraw my money for well over a week. I sent the verification documents they requested and had an automated email when they had been approved, but this was after I’d sent an email asking when verification would be done because it had passed the 48hr time.

I then tried again to withdraw my money but I was being asked for more verification, but it didn’t state what. Eventually I had one response from someone on the live chat on the 11th asking for an extra piece I hadn’t previously been asked for so I immediately uploaded that too.

It’s now the 14th - I’ve sent 5 emails since the 6th, not a single one has been responded to. That one live chat received a response but that immediately closed that ticket so I have had to raise more since and no one has responded to those either.

I can’t withdraw my money until this is sorted but I can’t speak to anyone to sort it.

AskGamblers
Posted on April 18, 2023

Dear @Hodgegeek,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on April 18, 2023

I’m waiting to make a withdrawal of £1150 (as it stands today). This would be my first withdrawal with this casino. I understand the need for verification prior to withdrawal and have no problem with this, but I have provided what they’ve asked for (sometimes multiple times) and the option to withdraw from my account is still blocked pending verification even though there’s nothing on the list being requested for verification (see screenshots from last week - it’s still the same today).

Posted on April 18, 2023

(Continuing from my last comment): the main issue is the lack of communication. I have no way of knowing if anyone has seen or received my emails. I have to monitor the chat and I get the odd response from someone that seems automated, repeatedly asking for the same documents I’ve already had verified.

The lack of communication is shocking. I’d happily work with someone to get my account verified and wouldn’t mind the delay if I was working with someone on it, but there doesn’t appear to be anyone to actually work with.

I’m now at over two weeks of trying to get in touch about this and starting to worry I’ll never be able to withdraw my money with them.

AskGamblers
Posted on April 20, 2023

Dear Miami Jackpots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.