JackpotCity Casino - プレイヤーの撤退が遅れています。

I requested withdrawal on Aug 16th. It was in pending mode for like a week or more. Then I made a complaint with the gaming commission. ANd still nothing. If someone could help me it would be greatly appreciated.

Dear derekbeverly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

I have not made any successful withdrawals before, no. Yes I am a verified player. I did deposit with a bonus. I surpassed the bonus requirements by a lot. There shouldn’t be any question on that matter.

Dear derekbeverly, do you have any updates regarding the withdrawal?

Absolutely nothing. Still in limbo.

Thank you very much, derekbeverly, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear derekbeverly,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite JackpotCity Casino representative to join this conversation.

Dear JackpotCity Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the 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 may negatively affect its rating.

Thanks for trying to help. I honestly don’t know why the casino won’t pay me out. I did everything they asked. It’s just been in processing limbo for over a month now. Thanks for the help.

Derek

We would like to ask the 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 may negatively affect its rating.

Dear derekbeverly,

I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend that players contact the Licensing Authority directly and use this complaint as a reference.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Thank you for your understanding.

Best regards,

Mirka