Dear Sirs and Madames,

I won jackpot at Jackie.

I submitted my documents but have not yet received an answer. It's been four days without a response.

"Waiting" is still on my account

I emailed Jackie Jackpot every day and asked.

How can that be ... when you paid in, the amount was immediately deducted ... but you don't get an answer when paying out.

I thought I found a great online casino, but it is probably not so "SHADY"

Jackie Jackpot should then not publicly write "FAST PAYMENT"

Sincerely yours

Petra F ******

Sehr geehrte Damen und Herren,

Ich habe bei Jackie Jackpot Gewonnen.

Habe meine Unterlagen eingereicht aber bis jetzt keine Antwort bekommen. Jetzt sind es schon vier Tage ohne eine Reaktion.

Auf meinem Konto steht immer noch ,,Wartet"

Habe mich jeden Tag per E-Mail bei Jackie Jackpot gemeldet und nachgefragt.

Wie kann das sein ...beim einzahlen ist der Betrag gleich abgezogen worden ...aber beim Auszahlen bekommt man keine Antwort.

Ich dachte ein super online Casino gefunden zu haben, aber ist wohl nicht so ,,SCHADE"

Jackie Jackpot soll dann nicht ?ffentlich schreiben ,,SCHNELLE AUSZAHLUNG "

Mit freundlichen Grü?en

Petra F******

Dear Petra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and each casino is unique and proceeds verification differently.

If you’ve provided all the required document in a sufficient quality and all the data is correct, there should be no reason for the casino to delay your withdrawal. I would suggest you to wait for a few more days (for example 7) and if your account isn’t verified we will try our best to help you. In the meantime, I would like to ask you to keep me informed and let me know if there is anything new regarding your case.

Looking forward to hearing from you.

Best regards,

Kristina

Petra, I am sorry I understand your frustration, but as I've already mentioned, each casino proceeds verification differently - requires different documents and it may take a few business days. In this case I would recommend you to wait until this date and then, if your account still isn't verified, we will try our best to get in touch with the casino to find out what is going on.

I will keep this complaint opened and please let me know if there is anything new.

Hello Petra,

Is there anything new regarding your case, please?

Kristina, no there is nothing new. I am still waiting for my win.

Now wait since 02.06.

????????????????????

Kristina, nein es gibt nicht's neues. Ich warte immer noch auf meinem Gewinn.

Warte jetzt seit dem 02.06.

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Thank you very much Petra for providing all the necessary information. 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.

I am happy to hear that your case is moving forward. Please let us know when you will receive your money so we can be sure that your problem was solved.

I'll do it...

Thanks a lot

Das mache ich...

Vielen Dank

Hello Petra,

Have you received your withdrawal? I will extend the timer of the complaint by 7 days. If we won't receive answer from you we will reject the complaint.

We rejected the complaint because the player didn't respond to our message.