JackpotCity Casino - Гравець вважає, що виникла затримка із виведенням коштів

Good morning, I have a problem withdrawing this amount, the casino does not respond to my emails and the chat is not available, I hope this will be resolved as soon as possible.

Bom dia, estou com problema para retirar esse valor, o cassino não responde meus email-s e não está disponível o chat, espero que isso se resolve o mais rápido possível.

Dear ranyerecarvalho,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

So far I haven't lost my money

Até agora não caiu meu dinheiro

Dear ranyerecarvalho,

Have you received your withdrawal from the casino yet?

No

Não

Thank you for your reply, ranyerecarvalho. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear ranyerecarvalho,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.