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I have a VIP account and made a withdrawal request on October 4. It's my first withdrawal but my account had been fully verified.

I can't access my account to check my withdrawal status. I've been unable to log in to the site – it's shown as "under maintenance" since October 5.

I emailed vipassist@jackpotjillvip.com (an email I've sent to and received from previously) but haven't received a response.

Unfortunately, I don't have any evidence of my account balance or the withdrawal request and I can't get that evidence if I can't access the website.

Dear Andrea,

Thank you very much for submitting your complaint. I am sorry to hear about your negative experience, I tried to access the website and it is still in maintenance.

Could you please clarify if all A$700 (the dispute value) was requested in one withdrawal, or is some part of this amount still left in your account? Have all of the funds been obtained from real money play?

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina –

Thanks for the quick response. The withdrawal was made in two parts – the first for $600 and the second for $100, both within a few hours of each other if memory serves correctly.

It was the full balance (or close to, I would have less than $1 remaining in my account if anything at all).

I believe I received a matching bonus (65%?) on an initial depost of $100 but the wagering requirement had been met several days before. I also know my bets were well within wagering requirements and that I didn't exceed the maximums laid out in the T&Cs.

I did try contacting vipassist@jackpotjillvip.com to confirm the withdrawal status, but received a message saying the email could not be delivered. I have successfully contacted them via email before, but now their server is uncontactable from my email address.

Hi Kristina, just a quick update –

The casino came back online yesterday and the money also arrived in my account.

My issue is now fully resolved.

Thanks for your help to date!

Awesome news, Andrea. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.