I had a $12,000 winning that I withdrew and only $10,000 had made it to my account. I had one payment of $5000 and another payment of $2000 & $3000 paid out which left $2000 more that needed to be paid out. According to jackpot Jill they use 2 different depositors. One of which is payment link and the other dollarsmart global. I had payment link send out their transaction history to me to show they paid what they had to to me and they advised me that it must be dollarsmart that haven’t paid out the remainder $2000. Still waiting for some type of communication but nothing has still come about and all this was from 29/10/2021

Dear Jayda,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment has been processed but never reached you? Could you please advise if you have received a tracking transaction number from the casino? Did you provide evidence that you haven't received the payment yet?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have provided evidence that it didn’t reach my account to the casino. They have two depositors so Payment link showed me the transaction history of them paying me but I can not at all get any contact with their other payer which is dollarsmart who are the ones that are meant to deposit the remaining $2000. There is no contact number or email so I don’t know how to get in touch. I have played with them for quite some time and have never had an issue with them until now.

Thank you very much, Jayda, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jayda,

I have reviewed your case and will attempt to contact the casino to see if I can help.

Could I also ask if you have requested contact details for Dollar Smart from the casino?

Hi Adam,

Our finance team is busy investigating and will advise. Please be advised that on our side all payments reflect as successful, but await the response from our processors.

Regards

Levi

Hello Levi,

Thank you very much for clarifying the situation, we will await further update.

Kind regards,

Adam

Thank you for the information Levi.

Dear Jayda,

Have you received/reviewed the above?

Hello Jayda,

The previous post was not made visible to the general public, only we can see it in the thread. Your privacy is of course respected.

Jackpot Jill Casino, could you please respond regarding the incorrect date?

Hi Adam,

Not sure we understand the query fully (This issue is from the 29th of November 2021.) Can the client please elaborate as this is a future date not yet seen.

Regards

Levi

My apologies it was the month of October not November.

Regards

I have also emailed and sent through proof of bank account statements for the date mentioned 3 times and I keep getting asked to send the same thing over and over and over again. This issue keeps going around in circles and I’m getting no where. The casino emailed me the other day and asked for the same thing and I simply said that I’ve sent it through 3 times. That’s as far as it goes. They ask when and verify all my details then ask me to send statements and get told I will be contacted by telephony with 24-48 hours and no one has every single time I’ve made contact and decided that I would take it up through you guys

Dear Jackpot Jill Casino,

Can you please advise on the status of the payment from the correct date of 29/10/2021?

Hi Adam,

We have made successful contact with the client and await the full bank statement as what we have received are pagers not in sequence and duplication of pages, this makes the recon process very challenging. Client has agreed to send us the full document

Will advise further

Regards

Levi

Thank you very much for the information Levi.

I look forward to hearing from you.

Regards,

Adam

Hi Adam,

We still await the requested bank statement from the client in order for the recons team to investigate.

Regards

Levi

Dear Jayda,

Can you please confirm when the requested bank statement has been forwarded to Jackpot Jill Casino?

Dear Jayda,

Has there been any further progress with your withdrawal? Please be advised that if we do not hear from you within the set time frame, the complaint will be rejected.

Dear Jayda,

As we have not heard anything further from you regarding this complaint, it will now be rejected.

It can be reopened at any time.

Best regards,

Adam