Hello Casino Guru

I signed up deposited and won on Jinni Lotto casino 01/04/2020 (April).

I verified my account by sending all the documents they requested from me, and then I had to withdraw. I used Ecopayz as my method of deposit but they said they couldn't pay me through my wallet and asked to me send them a copy of a void check to pay me through my bank account.They emailed me saying the withdrawal had been processed so I waited... I checked my account daily and nothing ever came in. I tried reaching out to them by email but I have not heard back from them.On their website they say that during the Covid pandemic the best way to reach them is by email, they also have an option to write to them and mail it.I would like to try and establish communication with them and have their financial department follow up on why I have yet to receive the funds, and what went wrong.Please help me Casino Guru

Dear Christos,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal request in this casino? Have you completed the account verification successfully and received a confirmation from the casino? What is the status of your withdrawal inside the account? Is it still marked as "pending" or it has been "approved"?

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response Petronela

This is indeed the first withdrawal I make on the casino

I have an email confirming that my account is verified

I have an email that dates from April 9th from the casino confirming the withdrawal has been processed.

I know that wire transfers can take long at times, but after having waited for over 1 month after the withdrawal was processed I thought something might be off.

Thank you very much Christos for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

I would like to invite Jinni Casino into conversation.

You confirmed to the player that withdrawal has been processed. Since it has been confirmed more than a month ago, which is unusually long time even if it’s player’s first withdrawal, we would like to ask your help in tracking down the payment. Could you please provide a tracking number for the transaction or a payment receipt? Thank you very much in advance.

We would like to ask the Jinni 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’.

Hello Christos,

I wasn’t able to get a reply from the Casino, has there been any progress with your withdrawal?

I apologize, but 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’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

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

The casino can reopen this complaint anytime.

no progress at all