The casino has not paid my withdrawal for a week, I have already made several deposits and withdrawals there, this time I hit a higher amount, they restricted my account and support cannot say why.

I joined a group with more players and several suffered from the same problem, after winning high amounts, their accounts are banned.

Hello Rodrigojv,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpot Molly Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Can you please clarify if the "group" you mentioned played from the same location or the same games at the same time?

Looking forward to your answer.

Regards,

Nick

I've had this account for 4 months, it's been verified for a long time, I made several withdrawals and deposits, but I believe that all of this has happened because I actually won a greater amount, this gain is not linked to a bonus, it's linked to a deposit of 200BRL

I'm in a group with several players from different casino sites, and after reporting that I had my account blocked, some players also mentioned this same problem with Jackpot Molly, an instant block without any explanation

Hello Rodrigojv,

Could you please answer my previously asked question - if you did ever play from the same location or with same bonuses or same games with your "group"?

Sorry Nick, I don't understand what you mean? but if your question was something regarding the use of deposit bonuses, the answer is no, made only with real balance.

As I mentioned before, I've withdrawn many times there, and deposited many times too, but I had a bigger gain and my account blocked, they didn't send me any explanation, the support didn't answer any emails, I have all of them saved, there are more than five.

Hello Rodrigojv,

You mentioned before that you belong to a group of players - this might be unfair under some conditions in a casino. If you have played for example from the same IP with more player on a same game.

Also please forward the communication with the casino to [email protected].

I think I expressed myself wrong, I am part of a group of players I met through Telegram, are people from all over Brazil, we discussed the casinos, we did not play at same addresses, just a group for debates, suggestions.

Hi

After sending more than ten emails, Jackpot Molly answered me incomprehensibly, as it has been doing for days ...

"Dear Rodrigo,

Thank you so much for your contact.

I passed your subject to my superiors and I am waiting for an answer.

Unfortunately, at the moment we have a very large workload and superior to normal.

I ask you, therefore, just a little more patience.

I assure you that we are doing everything to solve this question.

I thank you for your understanding,

Best regards,

Emma

Hello Rodrigojv,

I am Matej, and I will be from now on investigate your case.

First of all, I would like to tell you that I am sorry to hear that you have trouble with this casino, and I hope we will be able to help you to your satisfaction.

I would like to invite the casino representative into the case:

Please could you explain what happened with Rodrigojv's last withdrawal?

First of all, I would like to thank casinoguru support, and the attention they are giving to this case, I leave here my thanks.

I have been playing for months at Jackpot molly, I have my account verified, I have already made many withdrawals there and deposited, at the beginning of the month I won a great prize, I requested the withdrawal, as the days went by, my withdrawal was still pending, the support asked to wait, one day I went to log in to my account to talk to support again and the account was restricted, since then they don't give me answers and say that my account is under review, and it's been almost a month and the answer is always the same.

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’.

This casino has deleted the account of dozens of players, they give reasons that are not true, in addition to keeping the player's own winnings, they do not even return the deposit amount, they are inventing lies to not pay the players, I believe that this casino will close and apply blows

Good afternoon Nick.

I have my account verified for more than 6 months, I have already requested many withdrawals and also many deposits there, but they were always smaller amounts, this time a deposit of 200BRL turned into 20,700BRL, referring to the group of players, they are players from all over Brazil , who enter the telegram, to give feedback on casinos, no one knows each other, we only give advice regarding which casinos are reliable, after reporting my case in this group, several players replied that the same happened to them, after having greater winnings.

This is a lot of fun, bonus abuse is the most banal reason there is, every time I played it, I followed the same steps, cashed out several times, obviously this "abuse" doesn't exist, or between that I cashed out other times?

Hello Rodrigojv,

Well, the casino is willing to send you the evidence, and I am curious too. All you need to do is write an email. So please do so.

I wrote the email yesterday to Denis, but I didn't get any response.

I asked the casino representative to check it.

I really appreciate all the help from casinoguru, I sent an email to the manager asking for proof and I still haven't received anything, but what I want to say through this text is that it doesn't matter if the customer is right, what matters is the casino's decision, if they don't want it pay, it's decided, I tried to trade with Jackpot molly, but they don't want to, in short, I won't get my prize and I'm upset about it, but my biggest wish is that no one plays there so the same doesn't happen, I wouldn't like to see other people have this problem.

This casino is strange, Denis is a new manager, the old one was replaced, he who was investigating my case, Denis is not aware of the things that happen in Molly's management, so even though he's correct, they won't pay me, because they change the team every month, because they are not competent, the funniest thing is to invite me to play at vegas king, where I also had my account blocked, their lack of communication is so strange that they don't know it

I sent an email to Denis, explaining that I'm tired of this situation and that I would accept 5000BRL to put an end to it and I also wanted my account to be unlocked, but I was not successful.

Hello Rodrigojv,

I have proof from the casino representative that he sent you an email mentioning if you wish to send the necessary evidence. In this case, these evidence are essential.

Could you please react to this?

I replied to the email, asked for proofs but they did not send me

Dear casino representative, any news regarding the game logs?

Hello Rodrigojv,

Could you please confirm that till today, you didn't receive the requested game logs from the casino?

Hello, I still haven't received any information, this casino is strange, probably it must have changed managers again, they do this every month.

I ping the casino representative on Skype again. However, if they do not send you the logs in 7 days, I will close the complaint as unresolved.

Hello Rodrigojv,

It is very strange, but the casino representative is non-responsive on Skype too. I am closing this complaint as unresolved for now, and let's hope that the casino representative will reopen the complaint soon.

You can always contact the casino's regulator. If you need help with that, just let me know: ([email protected])