JackTop Casino - 검증 문제로 인해 플레이어의 출금이 지연되고 있습니다.

Hi there,

I need your help. I won €20.000 which is on my account on this casino. My profile has been verified (which I have a photo of to prove it) so then I made a withdrawal request yesterday and they denied this.

First they said the amount was to much, had to be €500 max per day. (This is very strange btw as my friend made more withdrawals of more than €1000 a day)

So I made a request of €500 which was denied within minutes. Now that said my profile was not verified…strange as it was a few minutes before.

I had a chat session with an operator who said I needed to provide a selfie with my passport and a piece of paper with the tekst: ‘Hi, Jacktop Casino with the date of today’

I asked the operator that if I do so there won’t be any problem anymore?

she confirmed that all the rest of the documents where confirmed right and there won’t be any problem anymore to withdraw my earned money. (I have a photos to prove that too)

Now today I uploaded a selfie as asked for, first it was denied again as they said they could not see my hand (my hand was on the picture) now I made a new photo AGAIN with my hand on the picture.

A few minutes ago I saw it is denied again.

Can you help me getting my winning amount? I am getting tired and mad about this situation.

ps; the used email adress in the casino is one that is out of service.

My email adress is Mirj***.Heu***@outlook.com

(This is btw not a problem of the casino for verification)

Dear Mirjana10, 

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have all your identity documents been approved and only your selfies are problematic?

Please note that when you provide photographs to the casino for verification, they should be clear and of high quality, the information on the documents should be visible and easily readable, and your face should not be covered by the document or by insufficient lightning.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hello Veronika,

I am very happy to hear from you and you find the time to help me.

At first, I do understand that every casino needs the KYC and I take that very seriously. I did everything they asked for.

I provided all the documents they asked fore. All of these documents are verified. Before they asked for the selfie, they verified my profile. I toke a screenshot of it, it says profile is verified.

I then made a withdrawal request as my account was verified. The request was denied. I asked what the problem was and they said that the max amount is €500 a day. Ok, so I made a new request of €500 and again it was denied.

I asked what the problem was and THEN they said that my profile was not verified.

Why did they tell me the amount of money was too much if that was not the problem?

But obviously someone there made a mistake because it needed a selfie with passport and a piece of paper.

Ok, so I made a selfie which they asked for. It was denied because it was not showing my (whole) hand. So I made a new selfie with everything on it. (I don’t know how long your arms are but this is almost impossible to do…I call it bullying and I do understand the seriousness of KYC and verifying)

Again denied, now they ask for a different background. I have to give them a selfie with everything and then they need my player account on the background.

Now what is next to come? And in every mail they say; If you need any help we are pleased to help you. But if you ask for help you get the same (automated) email back.

I provided my passport, prove of adress (bankscript with name adress town everything), prove of payment (bankaccount), and the selfie with everything in one hand as they asked for (3 times)

All of it is sharp, clearly and readable. The last document I uploaded was the selfie with my passport, piece of paper with tekst ‘Hi, Jacktop Casino and then the date’

It was denied and they now ask for my players account on the background. I have taken no action on that because I first wanted your help in this.

I wanted to say one more thing. My good friend had won some money on Jacktop too some time ago. She asked you for help too because they were also not providing here the winning money. Because of your help she then got her money eventually. She won €13.000 and she could get her money of €5000 a day max.

Isn’t it strange they say to me that it is €500 a day? What’s the difference. It is not that long ago.

Once more I take KYC very seriously and I participate in everything but this I have never experienced before and I have a lot of experience.

I hope you can help me Veronika. Thanks again for your help!

Thank you for your response. Please forward me the documents that have not yet been approved by the casino during KYC. Also, kindly include all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is [email protected]. Thank you for your patience and cooperation.

Regarding the limitations, I have checked the Terms and Conditions, and this is what I found:

6.13 The minimum withdrawal amount is 40 EUR / 40 USD / 60 AUD / 60 CAD / 200 PLN / 40 CHF / 400 NOK / 60 NZD / 1 000 CZK / 300 DKK / 400 SEK / 200 BRL / 200 RON per transaction. Maximum withdrawal amount is 500 EUR / 500 USD / 750 AUD / 750 CAD / 2500 PLN / 500 CHF / 5 000 NOK / 750 NZD / 12 500 CZK / 3 750 DKK / 5 000 SEK / 2 500 BRL / 2 500 RON a day; 1 500 EUR / 1 500 USD / 2 250 AUD / 2 250 CAD / 7 500 PLN / 1 500 CHF / 15 000 NOK / 2 250 NZD / 37 500 CZK / 11 250 DKK / 15 000 SEK / 7 500 BRL / 7 500 RON per week; 5 000 EUR / 5 000 USD / 7 500 AUD / 7 500 CAD / 25 000 PLN / 5 000 CHF / 50 000 NOK / 7 500 NZD / 125 000 CZK / 37 500 DKK / 50 000 SEK / 25 000 BRL / 25 000 RON per month. 

Hi Veronika,

I provided the information you asked for by email. Hope you received them well. If there is anything missing or more I can do, let me know.

I hope you can help me and hear from you soon.

Regards, Mirjana

Thank you for the emails. If I understood correctly, it appears that all your documents have been approved, except for the selfie with your ID, a piece of paper, and your casino account visible in the background.

I understand that taking this photo can be challenging, but please note that it does not have to be a strict "selfie." You can place your phone on a stable surface or ask someone to take the picture for you. The photo should be clear and of high quality, ensuring that your face is fully visible and not obstructed by any documents. Additionally, all the information on your ID and the computer screen should be readable.

Have you already provided a photo with your casino account visible in the background? 

Hi Veronika,

The first selfie I provided was taken by someone else, this one was denied because it was not take by myself…(the documents were also not in one hand but that was said later)

If you say someone else can take it I will try and upload it. Then I’ll contact you again when I got responds.

No, I stopped uploading pictures because I really felt they were not serieus with me and first contacted you.

Thanks again, I’ll contact you as soon as I got an answer

Dear Mirjana10,

Thank you for keeping me updated. I’m glad to hear that after a long battle, your account is now fully verified. Please let me know once you receive your winnings. Keep in mind that we usually recommend players wait up to 14 days for withdrawal requests to be processed and paid out.

I appreciate your patience and cooperation throughout this process.

Hi Veronika,

I’m very happy my account is verified now. Right after it was I made a withdrawal request of €500 this was 2-2-2025 it is still processing.

I’ve read the terms and conditions and it says that the withdrawal process can take up to 5 days max. That is today.

I won €20.000 this is going to take a year like this if I have to wait 5 days after every request I make.

So, it’s gonna be a long case which I will only trust once I get paid.

I experience this as very unfriendly to customers.

What is the best thing to do now that the 5 days are over?

Thank you very much, Mirjana10, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Mirjana10, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite JackTop Casino representative to join this conversation. 

Dear JackTop Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Katarina,

Thank you for helping me in this case.

I do hope Veronika gave you the latest information about the blocking of my account.

After a fully verified account AND payout now Jacktop Casino want a video verification.

When I ask why this is necessary I don't get a decent answer. All they say is that it needs to be done.

I am busy with this case for weeks. Every document I uploaded was denied after going on and on and on they finally fully verified my account.

I even made a withdrawal of €500 which they paid out.

I do take KYC very seriously but what’s next?

I hope you can help me open my account again and make Jacktop Casino pay out my earned money.

If you need any information, screenshots or emails just say so.

Regards, Mirjana

Dear Katarina & Mirjana10,

Thank you for contacting us.

We will be happy to provide further explanation of the situation.

Unfortunately, the player had problems with verification, as the selfie provided by the player did not meet our criteria. However, the player has now been verified and received one of the withdrawals she created. 

We conducted an additional investigation, as the player's winnings were significant, and it was decided to conduct a video verification to ensure everything was in order, this was to be the last step before we could credit the player's entire winnings to his bank account. The player refused to do the video verification, so we asked her to reconsider our request and attend the meeting.

Thank you for your patience and understanding.

Kind regards,

JackTop Casino

Dear JackTop Casino,

thanks for the update.

Dear Mirjana10,

thanks for your message.

I recommend that you comply with the casino's request and proceed with the verification call at your earliest opportunity. This may seem as an unusual request from casino, however I would like to assure you it is quite a common practice. Since the casino does not have the luxury of seeing you and your ID in person. There are other alternative steps they have to take in order to assure that the winnings will go the the rightful owner. Please keep us updated.

Hi Katarina,

Now this is a proper and clear explanation. I asked for this via chat and mail but I did not get any explanation.

They just blocked my account. Instead they could have send me a mail with this explanation and I would be happy to cooperate with the video verification.

Since my account is blocked, how can I work with the video verification? How does this work and what do I have to do?

I hope to hear from you soon.

Regards, Mirjana

Dear Mirjana10,

Thank you for your quick response.

Unfortunately, according to the rules, if we assign video verification, we have to temporarily close the account to avoid any issues.

Could you please provide us with your email address where we can contact you to set up video verification?

Looking forward to hearing from you!

Best wishes,

JackTop Casino

Dear JackTop Casino,

thanks for the update.

Please inform us about the results of the verification call.

Hi Katarina,

Yesterday I had the video verification call. Everything went nice and smooth for me. I hope this solves the problem.

I haven’t heard from JackTop Casino but I do have access to my account again. I think that’s a good sign.

I’ll be happy to hear from them if everything is fully verified now.

Regards, Mirjana

Dear Mirjana10,

Hope you're doing well.

We're glad to inform you that your verification was passed successfully, so you can make your withdrawal request and receive your winnings due to our Terms.

If you have any further questions, please don't hesitate to contact us.

Thank you for your cooperation and waiting.

Best wishes,

JackTop Casino

Thank you very much for fully verifying my account.

However, I am experiencing problems with the withdrawal. I requested a withdrawal before my account was blocked. This withdrawal is still open. It says 'processing withdrawal'. I was told to press 'withdrawal' and fill in my IBAN, the Swift code and the bank address. (I also had this problem the first time I did a withdrawal) When I enter this and then press save, the site gives an error (see attachment) It does not save the data and it says that my ‘deposit’ was not successful. (How are we going to solve this because I still cannot withdraw anything. And this should not be filled in with every withdrawal, the system does save the rest of the data so they can save this too right?

I hope you have a solution for me with this.

Dear Mirjana10,

Hope you're doing well.

We have your bank details that we've received from you earlier, so for now we ask you to wait for your winnings, in case of any questions you can always contact our support team.

When you receive that withdrawal, you can set a new one due to our Terms and Conditions.

Thank you for your cooperation and waiting.

Best wishes,

JackTop Casino

Hi there,

Here I am again. Yesterday I got my second pay out of €500

Again I made a new request of €500 yesterday (21/02) which is now pending.

Everything good so far. As now we are a full day ahead (more than 24 hours) I made another request (on the 22/02) which should be in the terms as this is €500 per day.

This last request is denied. I opened a chat and asked why the last request was denied. The answer of the employee of JackTop Casino you can see on the pictures.

Now in the terms and conditions it clearly says that one can have a maximum of 3 withdrawals open as long as it is a maximum of €500 a dat and not more than €1500 a week.

If this employee of the chatbox of JackTop Casino is right, it is very contradicting of the terms and conditions.

A person can never have more than 1 request open if you always have to wait until a request is payed out.

I have had 2 pay outs in 20 days now. This can not be the right intension.

How are we going to solve this problem?

Dear Mirjana10,

thanks for the update. I am also adjusting the dispute value to €20 000, since this is the accurate amount you are trying to withdraw.

Dear JackTop Casino,

could you please explain why was the withdrawal denied?

Dear Katarina,

Hope you're doing well.

We want to clarify that player received her first and second withdrawals successfully, so she set up a third one on the 21st February, so now we ask her to wait for a withdrawal confirmation from our side, but it can take some time. Due to our Terms and Conditions: "6.8 You can withdraw any winnings from your account by submitting a valid withdrawal request. We will process all such requests in accordance with our withdrawal rules as described in the Terms. Withdrawal terms depend on the selected withdrawal method, which can take up to 5 days. In case of any additional questions, the terms may be affected. "

Also, we want to clarify that of course, a person may have a maximum of 3 (three) pending withdrawals on the account, but it can't exceed our withdrawal limits in sum. Due to our rules: "Maximum withdrawal amount is 500 EUR a day; 1 500 EUR per week; 5 000 EUR per month. "

Feel free to ask us about any clarifications about this case.

Best regards,

JackTop Casino.

Hi there,

Thank you for your clarification. The terms are now clear to me. However, my recent withdrawal request was denied yesterday, and your colleague explained that a new withdrawal can only be requested after a previous one has been paid out. This does not align with what you have just stated.

My first withdrawal request and payout were made 2 weeks ago on the 10th of February. Before my account was blocked. As you mentioned, I am entitled to withdraw up to 1,500 EUR per week. On the 21st of February, I received the second payout (but the first one this week), and one request is currently pending. (the second one this week)

According to your own terms, I am allowed to submit a third withdrawal request as long as I remain within the permitted limits.

Yet, my request was denied, even though I did not exceed the maximum number of pending withdrawals or the weekly withdrawal limit. Based on your explanation, I will submit my request again and expect a positive outcome.

I look forward to your response.

Regards,

Mirjana

Hi there,

And again my 3th withdrawal request for this week was denied;

Dear Mirjana10,

Thank you for your question.

Please allow us to explain that your withdrawal has been canceled because you have had an active withdrawal of 500 EUR.

As soon as your currently active withdrawal is completed, you can create a new withdrawal. You can create several active withdrawals if they do not exceed the limit amount of exactly 500 EUR.

We hope for your understanding and patience.

Kind regards,

JackTop Casino

Dear JackTop Casino,

Thank you for your detailed explanation. However, I find it somewhat confusing and unnecessarily lengthy. Could you clarify why Mirjana10 is required to wait for withdrawal confirmation after successfully verifying her account and withdrawing some of her funds? This policy prevents her from withdrawing even €1500 per week, leading to an unreasonably prolonged withdrawal process. I kindly request that you reconsider your policy in this specific case.

Dear Katarina, 

Thank you for your question.

First of all we want to notify that when player makes a new withdrawal after successful verification, he must wait for the withdrawal to be approved after checking it by our financial department, this is a mandatory process that is prescribed in our rules: "6.15 Requests to withdraw funds are processed by the financial department within 3 (three) business days after the request was made and/or 3 (three) business days after the last withdrawal request was paid out, provided all the other conditions are met and the checks are completed, as outlined in the Terms. The financial department agents process these requests from 6 AM to 5 PM GMT, Monday-Friday. You agree that you are familiar and consent to our timetable of funds withdrawing. After the financial department has processed the request to transfer the funds, any further delays in processing the payments are not the Company’s responsibility."

Secondly, also according to our rules: " 6.13. Maximum withdrawal amount is 500 EUR / 500 USD / 750 AUD / 750 CAD / 2500 PLN / 500 CHF / 5 000 NOK / 750 NZD / 12 500 CZK / 3 750 DKK / 5 000 SEK / 2 500 BRL / 2 500 RON a day". Players cannot place a second withdrawal before completing the first one as this violates our casino rules which apply to everyone.

Feel free to ask us about any clarifications about this case.

We look forward to hearing from you soon.

Kind regards,

JackTop Casino.

Hi there,

I am not quite sure what you are doing anymore, as each message contradicts the previous one.

Where a payment previously took 5 days instead of the 3 days stated in your terms, it is now suddenly back to 3 days again.

Where your terms state a maximum payout of €500 per day, with 3 pending withdrawals and no more than €1,500 per week, you are now saying that the €500 must first be processed before anything else.

You have even added an extra rule to the existing terms that customers read on your site (6:13). I have attached this below.

You are sending out an unreliable message, and as a customer, I expect to be treated fairly according to the terms I can read.

What you are stating does not match what I am reading. This is unreliable, and it feels that way as well. In my country they call this forgery.

I insist that you process my withdrawals according to your own terms. Which is 1 withdrawal in a day (which is 24 hour) and so 3 withdrawal in a week which is €1500 as stated in your terms and conditions.

Since my winnings in mid-January, you have made two payouts, and my third request has now been in process for 4 days already.

None of what you are saying adds up anymore.

Let me know if you need any refinements!

Regards, Mirjana

Dear Mirjana10,

Thank you for your response.

We're really sorry that you feel frustrated about this case. We always strive to treat players fairly and make all processes on our site as fast and convenient as possible for each player.

We will try to review this case from our side and see what we can do in this situation.

Hope for your understanding and patience.

Kind regards,

JackTop Casino.

Hi there,

I’ve been waiting for 5 business days now. Since mid January this is going to be my 3th pay out.

What happend to your 3 business days you refer to in your answer above about the casino rules?

Regards, Mirjana

Dear Mirjana10,

Thank you for your waiting and cooperation.

We've reviewed your case and withdrawal limits, and we want to suggest you the next limits: 2000 /4000/10000 EUR per day/week/month, so you can set new withdrawals now.

If you have any further questions, please don't hesitate to contact us.

Best wishes,

JackTop Casino.

Hi there,

Thank you for your reaction.

As you suggest I will now withdraw 2000 euros, I hope for a good result and a payout within the time described in your rules. (3 business days)

I am still waiting for the payout of the €500 which I requested on the 21st of February.

I assume that both requests will not be rejected and that I can finally gain confidence in a good and fast process.

Regards, Mirjana

Dear JackTop Casino,

thanks for your messages. I appreciate your effort to better accommodate Mirjana10' withdrawal requests.

Dear Mirjana10,

please keep us informed about your withdrawals and confirm whether they are arriving on schedule.

Hi Katarina,

I am grateful that JackTop Casino has increased the value of the withdrawals for my case.

So far i still have 2 requests open, one of which is €500 and has been open for a week now. The other one I requested yesterday and is €2000.

The first request is far beyond the time stated in the rules. Therefore I find it difficult to have the confidence that it will work out.

Dear JackTop Casino when will you pay out my first request? I do hope it will asap as the weekend starts today and I have to wait another 3 days.

Regards, Mirjana

Dear Mirjana10,

Thank you for your response.

As we can see, you haven't filled your bank details for your withdrawal of 500 EUR, you can do that in your "Transaction History" section and push the "Withdrawal" button.

When you do that, please, notify us about that, so we can help you.

Hope for your cooperation.

Best wishes,

JackTop Casino.

Hi there,

I had this same problem with my first withdrawal request. If you scroll back up you can see that.

An error appears when I fill in the bank details you ask for. So this is impossible for me to do. (It is an error on your side the colleague told me on the chat)

So with my second withdrawal your colleague said you have my bank details and there is no need to fill this in anymore.

Now this is a problem again.

I suggest that since you have all my details you fix this for me.

Again, I am waiting since 21st of February for this withdrawal to be payed out. These are 6 business days which make you break your own rules.

I hope you can give me the confidence that you will solve this for me quickly.

Regards, Mirjana

Dear Mirjana10,

Thank you for your response.

We're really sorry for that issue on our side, we ask you to contact our support department by mail [email protected] and send your bank details to us, we will transfer them to our appropriate department, so you can receive your winnings as soon as possible.

We see that you had the same issue before, but earlier there was mistake only in one field, now we can't see all details from you, so we would appreciate your cooperation.

We're apologizing for your waiting.

Hope for your understanding.

Best wishes,

JackTop Casino.

Hi there,

I will send the information you ask for in the fields on the side by email. I will put Katarina in the CC so she will see I cooperate with this.

Can you assure me that this problem will be solved from now on? I can assume that if I send the data via email you will record this and I will not have to send the data with every payment.

Regards, Mirjana

Hi there,

My withdrawal request from February 21st was payed out today.

Thank you JackTop Casino.

I do hope that the withdrawal request from February 27th will be payed out within the 5 business days as stated in your rules.

Regards, Mirjana

Dear Mirjana10,

thanks for the update and for your emails. We will now await the arrival of your next funds.

Hi there,

Dear JackTop Casino, I have a withdrawal request open of €2000 since thursday February 27th, today it’s the 5th business day and the request is still not approved.

Can you tell me why this is still in progress?

Regards, Mirjana

Dear Mirjana10,

Thank you for your update.

Can you tell us if you've filled all your bank details for this withdrawal? Do you still have the same issue as before?

Looking forward to hearing from you.

Best wishes,

JackTop Casino.

Hi there,

The error is still on your site, I can’t fill in any details.

But a few days ago I send you my details by mail.

I was told that this would no longer be a problem, that you now have all my information and that it would not be asked for with every withdrawal request.

I hope a note can be made so that I don't have to report the same story every few days

This causes unnecessary delays.

Regards, Mirjana

Dear Mirjana10,

Thank you for your cooperation and response.

We've transferred your details to our financial department so you will receive your winnings as soon as possible. 

We're apologizing again for that issue from our side, but we ask you to notify our support team when you make your next withdrawal, so they can transfer your bank details to the appropriate department, and it will be easier.

Hope for your understanding and cooperation.

Best wishes,

JackTop Casino.

Dear JackTop Casino,

thanks for the cooperation.

Dear Mirjana10,

thanks for the updates and please keep us informed about any new development.

Hi there,

Today, 07/03/2025, my withdrawal request which I made on February 27th is paid out.

Thank you JackTop Casino for the payout.

I do hope that the withdrawal requests can be paid out within the time mentioned in the rules on your site. Until now it is at least 6 business days instead of the 5 business days as stated in the rules on your site.

Ps: To avoid delays I have already sent an email with my details again for the new withdrawal request I made today, 07/03/2025, of €2000,-

Regards, Mirjana

Dear Mirjana10,

thanks for the update. It seems we are on the right track. Please continue to keep us informed of any further developments.

Hi there,

I am glad that JackTop casino cooperates in the payment of my winnings. However, I have been waiting for a payment for 7 business days now. I repeat myself, but the rules on the site clearly state that a payment can take a maximum of 5 business days. I understand that payments need to be checked, but it is nice if the rules are complied with.

The withdrawal amount is €2000,- and made on March 3th.

@Katarina can you help me with this?

Dear Mirjana10,

Thank you for being so understanding!

We sincerely regret that your withdrawal from March 3rd took a long time, but we were able to successfully send your winnings to you. Once again, we sincerely apologize for any inconvenience caused by the delays. 

Your next withdrawal will be processed according to our rules, thank you for your understanding and patience in this situation.

Best wishes,

JackTop Casino

Hi there,

The next withdrawal you referred to is still in progress and today it’s the 6th business day already.

So again longer than the 5 business days you have stated in your rules. If today nothing happens I have to wait till Monday which will be the 7the business days.

I really hope that you will pay out the request today and I don't have to wait unnecessarily long.

Regards, Mirjana

Dear Mirjana10,

thank you for your message and for your emails as well. Since the casino is fulfilling their obligation, we just need to be patient now, and I'm confident this will be resolved shortly. Thanks again for the update and for keeping me informed throughout the process.

Hi there,

Just to inform you that yesterday, March 15th my withdrawal request of March 7th was paid out.

Thank you JackTop Casino for that.

Currently I am awaiting for the payout of my withdrawal request from March 12.

Regards, Mirjana

Dear Mirjana10,

thank you for the update. I look forward to receiving further information.

Hi there,

I keep repeating myself but this is the 7th business day that i am waiting for a payout. I made the withdrawal request on March 12th.

Dear JackTop Casino can you tell me when I will receive the payout?

Regards, Mirjana

Dear Mirjana10,

Thank you for staying with us.

After checking the transaction you specified, we saw that we have already processed the withdrawal, and there are currently delays on your bank's side. 

However, your withdrawal should be credited to your account soon enough, and we apologize for any inconvenience this may have caused.

Looking forward to hearing from you!

We wish you a wonderful day ahead!

Kind regards,

JackTop Casino

Hi there,

Thank you for your quick response.

You said that the withdrawal was processed and that my bank has delays issues.

This is what I see on my JackTop account.

I referred to my bank but they say there are no delays on their side.

I am a bit confused now.

Is what I see on my JackTop account different from what you see?

Regards, Mirjana

Hi there,

Yesterday March 21st the withdrawal request from March 12th was paid out.

I now have one withdrawal request open from March 16th.

I can’t make a new withdrawal request as I get a message that I reached the maximum amount.

JackTop Casino can you tell me when I can make a request again?

Regards, Mirjana

Dear Mirjana10,

Thank you for providing the latest information.

As we can see, all your pending withdrawals have been successfully processed by us. Now you can create a new withdrawal according to the specified limits.

If you have any additional questions, we will be happy to help you!

Best regards,

JackTop Casino

Hi there,

I just checked and the last pending request was paid out. Thank you for that.

When I open a new withdrawal request I get the message: ‘limit is exceeded’.

So can you check for me when I can make a request again? Next week? In April? Or is it an error on your site?

Regards, Mirjana

Dear Mirjana10,

We will be happy to help you!

According to the limits we mentioned, namely, 2000/4000/10000 EUR, you can create another withdrawal of 1000 EUR this month.

All further withdrawals will be available next month, thank you for your understanding.

We look forward to your further response!

Kind regards,

JackTop Casino

Hi there,

Thank you for your quick reaction!

I tried to make a withdrawal request of €1000 as you said it should be possible in this month but unfortunately I get the error again.

I guess I have to wait until April?

Regards, Mirjana

Dear Mirjana10,

Thank you for your quick answer.

We ask you to try to create a withdrawal now, and as soon as you do, please let us know.

Thank you for your patience and understanding!

Kind regards,

JackTop Casino

Hi there,

1 min ago I tried to make a withdrawal request but I got the same message again.

Regards, Mirjana

Dear Mirjana10,

Thank you for your fast reply!

We apologize for the misunderstanding, there was a mistake, everything should be fine now. We kindly ask you please try again now.

Best regards,

JackTop Casino

Hi there,

I did a withdrawal request as you said and without an error. So far so good but now a few hours later I see that the request is canceled.

I see I automatically did a request for €2000 instead of the €1000 you said.

My mistake …

Now I made a request again but I get the error again.

Can you help me again?

Regards, Mirjana

Dear Mirjana10,

Thank you for your reply!

We're sorry about your waiting, please, contact us via chat so we can help you to make a withdrawal of €1000.

Hope for your cooperation.

Best regards,

JackTop Casino.

Hi there,

As you advised I have chatted on the JackTop Casino site. After some explanation I could make a withdrawal request of €1000.

Thanks for the cooperation for that.

Now I will wait until I receive the money.

Regards, Mirjana

Dear Mirjana10 and JackTop casino,

thank you for the updates provided.I am glad that it seems everything is working accordingly. Please keep me updated about any new developments.

Hi there,

Today I received the withdrawal request of €1000 from March 27th.

Thank you for that JackTop Casino.

I still have a withdrawal request open of €2000 from April 1st.

I am looking forward to the payout of the request.

Regards, Mirjana

Hi there,

Yesterday I made a new withdrawal request of €2000,-

Today I see that this is denied. Can you tell me why this is?

This week I received a request of €1000,- and my withdrawal request of April 1st of €2000,- is still in progress.

I was told that there is a max withdrawal request of €5000,- per week.

I hope you can clear something up for me.

Regards, Mirjana

Dear Mirjana10,

Thank you for your question!

Unfortunately, there was some misunderstanding, as the withdrawal was supposed to be canceled yesterday because the limit was exhausted, but today the limit is available. 

You can now create a new withdrawal of 2000 EUR, which will be processed on a first-come, first-served basis!

Thank you for your understanding!

Kind regards,

JackTop Casino

Hi there,

Thank you for your quick response.

I just made a new request of €2000,-

I am looking forward on the payout of these requests.

Regards, Mirjana

Hi there,

Dear JackTop Casino I know your policy is a first come- first serve but today is the 7th business day of my withdrawal request. I made this request on April 1st.

I am already waiting longer than I should as in your terms and conditions it says that it is a first come- first serve policy but it can take up to maximum 5 business days.

So far this has never been achieved.

I am used to waiting longer but I really don't think longer than 7 working days is acceptable.

Can you tell me when this withdrawal request will be paid out?

Regards, Mirjana

Dear Mirjana10,

Thank you for contacting us!

We sincerely apologize for any additional delays, we have tried to speed up the process due to the delay, and your withdrawal has already been successfully sent!

Thank you once again for your patience and understanding!

Best wishes,

JackTop Casino

Hi there,

I see the request is paid out. Thank you JackTop Casino for the response and additional work.

Regards, Mirjana

Hi there,

Dear JackTop Casino I know your policy is a first come- first serve but today is the 7th business day of my withdrawal request. I made this request on April 5th.

I am already waiting longer than I should as in your terms and conditions it says that it is a first come- first serve policy but it can take up to maximum 5 business days.

So far this has never been achieved.

I am used to waiting longer but I really don't think longer than 7 working days is acceptable.

Can you tell me when this withdrawal request will be paid out?

Regards, Mirjana

Dear Mirjana10,

Thank you for contacting us.

We have expedited your withdrawal and it has already been sent to you, we apologize for any inconvenience you may have experienced due to additional delays!

Have a wonderful day ahead!

Best wishes,

JackTop Casino

Dear JackTop Casino,

thank you for your message.

Dear Mirjana10,

have you received your funds, please?

Hi there,

This afternoon I received the €2000,-

Thank you JackTop Casino.

For now tried to fill in another request of €2000,- but it was denied.

JackTop Casino can you tell me when I can make the next withdrawal request?

Regards, Mirjana

Dear Mirjana10,

Thank you for contacting us.

As we see, you have unfinished withdrawal of 1000 EUR on your account, so you can't withdraw more than 1000 EUR for now.

If you have any additional questions, we will be happy to help you!

Best wishes,

JackTop Casino.

Hi there,

Ok, but can you tell me when I can make a request again? That is my question.

It would be very unlikely that I have to wait until the €1000 is paid out.

And if so, please explain me why that is?

Regards, Mirjana

Dear Mirjana10,

Thank you for contacting us.

Now you can make a new withdrawal of 1000 EUR but not 2000 EUR, since you have an active withdrawal on your account and in your case your maximum withdrawal amount is 2000 EUR.

If you have any additional questions, we will be happy to help you!

Best wishes,

JackTop Casino.

Hi there,

What a strange turn of events all of a sudden. All this time the maximum withdrawal request was €5000 per week and now suddenly it is €2000?

Can you tell me why this suddenly changed? Last Monday a withdrawal request of €2000 was paid out and now there is one withdrawal request open of €1000 from April 10th, so that means I can still request €2000.

I think it would be wise for you to also adhere to the rules that have been agreed upon. I also wait 7 working days as standard instead of the 5 working days stated in your rules. I am already patient with that and it seems fair to me to adhere to the agreed rules.

How can you help me with this?

Regarda, Mirjana

Hi there,

Yesterday the withdrawal request from April 10th of €1000 was paid out.

Now that I don’t have an active withdrawal request, it must be possible to make a new request of €2000.

I tried this but I still get the message that the limit is exceeded.

Once again I ask you Jacktop Casino, when can I make a new withdrawal request of €2000?

Regards, Mirjana

Dear Mirjana10,

Thank you for your inquiry.

According to the limits set for you, you can currently create a withdrawal of up to 2,000 EUR.

Feel free to contact our support team if you have any questions. We will be happy to help you!

Kind regards,

JackTop Casino

Hi there,

I just tried to make a withdrawal request of €2000 but I got the same message; withdrawal limit exceeded

Can you check for me what is wrong?

Dear Mirjana10,

Thank you for your reply!

We're sorry about your waiting, please, contact us via chat so we can help you to make your next withdrawal.

Hope for your cooperation.

Best regards,

JackTop Casino.

Hi there,

I did what you advised me and started a chat.

Your colleague told me that there was an internal issue regarding the limit in my case. This is now resolved and I made a request of €2000,-

Thank you Jacktop Casino for the quick response.

Regards, Mirjana

Dear JackTop Casino,

thank you for your updates.

Dear Mirjana10,

could you please advise if you have received your withdrawal?

Hi there,

I made my withdrawal request on April 19th. I do not expect the payout before 7 working days, that has always been the case up until now.

That is why this whole procedure takes so unnecessarily long, unfortunately.

I will let you know when the money has been deposited.

After this, 1 more withdrawal request to go.

Regards, Mirjana

Thanks for the update Mirjana10.

Hi there,

Today I received the withdrawal of €2000,-

Thank you Jacktop Casino for making it a quick one this time.

@Katarina, I did all my withdrawals and received all my winnings.

It was a long way but thank you for all your help.

Regards, Mirjana

Dear Mirjana10,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru