11Jackpots Casino - プレイヤーの撤退が遅れています。

Hi I've made a withdrawal for £450 and sent all documentation I've been waiting too weeks for it to stop pending. I've emailed support had no response and live chat are not very helpful. It says on withdrawal times they aim for five days.

Dear samantha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Also, I would like to know when exactly you requested the withdrawal.

Do I understand correctly that you haven't received any confirmation regarding successful verification?

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina I submitted my withdrawal on the 23/9/2021 and I received an email requesting required documents which I sent. Then I received a following email thanking me for my documents and my withdrawal will be processed soon. When I contact live chat I'm repeatedly told nothing other than I will get it soon.

Thank you very much samantha for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear samantha,

I'm Nick and I'll be assisting you from now on. I will now try to contact the casino and let them know about your issue.

Dear samantha,

Unfortunately we did not receive any respond from the casino. We will be keep trying to contact them but if they will fail to respond within the next 7 days, the complaint will be closed as unresolved, which may negatively affect the casino's rating. Could you please also advise if the issue still persists?

Regards,

Nick

Hiya nick the issue still persists I'm now on the fourth week of waiting for my withdrawal.

11jackpots has decided to refund my deposits instead of paying my winnings. This casino shouldn't be allowed to operate really needs to be shut down to stop anyone else experiencing this.

Dear samantha,

Did they explain the situation of refunding your deposit? Could you please advise if you have been playing with any bonus money?

Please note that we still did not receive any respond from the casino so we will have to close the complaint most likely. However, unresolved complaint may lead to casino's rating deduction.

Hiya nick no I've not accepted any bonus and my account was fully verified. I waited four weeks for the withdrawal to stop pending and when it was completed that's what I received in my account.

Thank you samantha for the additional information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Samantha!

I will take care of your complaint from now on. I would like to invite representatives of 11Jackpots Casino into this complaint in order to help us resolve the issue.

We would like to ask 11Jackpots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.