I won at Wild Jack Casino 22 September 2016.
On 23 September they ask for some documents, I sent the documents on 17 October (front and back of my ID, and a bill). They do not reply to me for a long time, I send more emails asking if they saw my documents, on 10 November they say they have my documents and verification of documents can take 24 – 48 hours during the week and 48 – 72 hours over weekends. I wait some days and then I send a new email, they do not reply.
After 2 weeks, on 25 November there is an email saying the documents are not legible, they want more documents. So I sent more documents on 11 December (passport, photo holding my passport, a bill).
They do not reply so I send the documents again some days later.
They did not reply to that so I sent my documents again on 21 December.
After waiting a long time I asked for an update with the chat on the website. The casino says they have all the documents and are reviewing the withdrawal.
After that time I tried to speak to the chat instead because email reply from them is not useful.
On 3 January chat tells me I am verified and will be paid in 48 hours.
Chat always says the same, I am verified and withdrawal is coming in 48 hours.
Eventually on 10 January I asked chat why they say this to me every time but do not pay, and then chat looks more at my account and comes back after some time to say my balance needs to be restored, and this is why my withdrawal has not arrived. And chat says “what you can do for your peace of mind is follow up again when the banking department is back in the office and quote this reference number: 98,405’’
Next I sent another email with the reference number 98,405, and the reply email from the casino said they are still reviewing the withdrawal.
On 23 January a new email from them saying the documents have arrived for review. Please allow between 24-48 hours to receive feedback.
But this email is months after I send any documents, and already I was told my documents were reviewed, accepted and verified.
I talk to chat again and now they are doing a security check and I should wait for updates.
I have been waiting 4 months for the money I won, I don’t understand why it would take so long. This is not acceptable. I can do nothing, only wait and hope the casino will pay my withdrawal.
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