Firejackpots Casino - Игрок считает, что вывод его средств задерживается.

I have initiated a withdrawal and it has been ‘processing’ since 25th September with no update. There’s been no communication or update.

support are mostly automated and have said they are separate from financial teams so can’t help. I don’t know if this casino is legit.

very happy to update this complaint if it is paid.

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Dear Pedromiller,

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

Dear Pedromiller,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean,

Thanks for coming back to me. My withdrawal still hasn’t been processed.

I’ve contacted support daily and they keep telling me it can take 7-21 business days to process withdrawals and it’s still within that timeframe. This isn’t published anywhere in their terms and conditions.

21 working days would take until around the 26th October. My worry is that this is just being used to delay and delay a withdrawal and they can’t give me any more information.

i haven’t been asked to do KYC, but my account is showing as verified and when I ask support they say there’s nothing else I need to provide. I’ve attached a screenshot showing that my account is shown as ‘verification passed’.

it’s worth saying that I have had one withdrawal processed, but for a smaller amount - around £200. This was processed within about 2 working days. This makes me more suspicious that they won’t process this larger withdrawal now.

I’m starting to think this casino is not legit for fair and part of raising this complaint is to warn others to be honest.

Thank you for the update. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Please share a screenshot of your withdrawal history directly to this thread.

Thank you in advance for your reply.

Hi, thanks for coming back to me. Responses below:

I made my last successful withdrawal on 15th September and it was processed on the 16th September. This was for £229.

I withdrew using crypto (Bitcoin) to my own wallet. I have used the same method this time and it’s still pending.

I have had no active bonus.

I played a mix of casino games; but mostly slots.

Attached screenshot showing my successful withdrawal

Thanks,

[redacted]

.

Thank you very much for your reply, Pedromiller.

You mentioned that you contact support daily. Before contacting the casino, it is important for us to review the casino's explanation. So we would appreciate it if you could also please share a screenshot of their most recent reply.