21 Casino withdrawal issue.

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Good morning to all.

After the scenario I had on 21 casino not being able to withdraw it appears I now have the same problem at Johnny Jackpot casino a sister brand.

After requesting a withdrawal I was greeted with the enclosed message below.
This is all very concerning as I am allowed to deposit but not withdraw again.

I have VIP status at this casino so I am baffled as to why it is happening again.

I had the usual clear cookies / cache from support as they were unable to identify the cause.

I have emailed both reps on here to see if they can help or if anyone knows or has seen this before please let me know while I await a reply from the reps etc.

Best regards.
 

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gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Just a little update.

I was told by support to deposit more money and try and withdraw again.
The exact same thing happenend, so now I have more money in the system that I cant withdraw.

Nobody can actually tell me why I cant withdraw but I deposit unlimited amounts.

What a palaver.
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Another update after spending hours getting nowhere with this withdrawal as nobody has any answers to what the problem is.

I was to told input my bank details IBAN number etc, and then the same thing happened again (please see image)

I complained to support who keep "looking" into it clear cache / cookies use a different device etc.

I have emailed both reps on here Whitehat gaming rep and Jacksparks with no responce.

So it seems I can make deposits but not withdrawals?

If anyone has any advice or suggestions it would be most welcome.

Many thanks.
 

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colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
When they tell you to clear cache etc, ask them how that will help with an error generated from their end? Ask them to clear their cache and cookies as the problem is on the casino backend not your local machine. That normally shuts them up.

The reps probably aren't around on a weekend. Have you tried from a phone (if you are on a PC) or PC if you are on a phone? That can sort some problems as it will load a different platform (Desktop/Mobile) and sometimes the error is just generated by one of them.
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Hi Colin.

yes I tried all that, they accept my deposits but cant process withdrawals.
Then as I said they told me to withdraw to a different method so i put more cash in via a different, all was accepted.

This happened before on 21 casino if you remeber, this time its johnny jackpot
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Yes Colin.
It would seem I cant withdraw from any whitehat site at the moment but deposits are no problem.
There is a reference code on that image i posted but nobody knows what it means?
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Ive never had a problem before but all of a sudden when I come to make a withdrawal it is an "internal error"
as per the image I posted.

Support told me to deposit more money via a different method and withdraw back to that, well all that happened there was more money got stuck in the system and unavailable to withdraw.

Then I was asked to input details of my bank for a transfer as you can see in the image and the same thing happened.

I asked them to do a manual transfer back to paypal, I deposited with this method so must have my paypal details etc.

As yet it is a stalemate with no progress being made.
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Yes but I have spent hours on live chat, emailing support back and forth and and no one can give me an answer as to why I cant withdraw. pretty poor for such a big group like this.
 

brizman

Full Member
PABnoaccred
Joined
Jul 5, 2019
Location
Britain
Not to be trusted? compared to some of the crap out there ,WHG are not that bad yes withdraws can be slow at times but if all is in order they will pay.
Yes..not to be trusted. They claimed over 6 years ago they were looking to change 48 hour pending period.They haven't. The amount they would have made on reverse withdrawal in that time would have been substantial.
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
Yes..not to be trusted. They claimed over 6 years ago they were looking to change 48 hour pending period.They haven't. The amount they would have made on reverse withdrawal in that time would have been substantial.
Absolutely BUT reversing withdrawals is a player issue not the casinos (which I myself am guilt of) let’s be realistic until last month 98% of casinos didn’t have flush withdrawals.
 

brizman

Full Member
PABnoaccred
Joined
Jul 5, 2019
Location
Britain
Absolutely BUT reversing withdrawals is a player issue not the casinos (which I myself am guilt of) let’s be realistic until last month 98% of casinos didn’t have flush withdrawals.
Yes..but they kept the 48 hour pending period there for that exact reason. There is no reason whatsoever that any online casino should have a 48 hour pending period. It was a choice the casino stuck with. So in my opinion, yes, they cannot be trusted.
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
Hey gtpaul,

Sorry you are having the same issue. Jonny Jackpot is not a brand I have any authority over, however I have given the link of this thread to the top man over there. I am sure he will put someone on the case and I hope it will be resolved for you ASAP.

Regarding brizman's statement, and only speaking for the brands I represent - our pending time frame is 'next day' - which has vastly improved from the one 6 years ago when I joined which was 48 business hours! The current one is still too slow for my liking, so yes you may hear me state we want it faster, and the fact is it has become faster over the years. We now have roughly 30% of our withdrawals automated which is a huge leap, and we are working on the rules to further increase this to 60% over time.

Just like our game provider offering 6 years ago when we had pretty much only netent - our library has vastly improved. More game providers and faster withdrawals were always the goal. We have not achieved either goal in full yet but we keep making improvements. Unfortunately being a network, we do not get all our priorities worked on above other licensee priorities. It comes with other benefits though so I am not complaining. White Hat Gaming is improving, granted, not rapidly - but as a network, and a platform the last 5 years have been progressive and it will continue to move forward in the same fashion and hope to be the best offering around.
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Many thanks for your help.

All I am requesting is a withdrawal back to the source I deposited with which was paypal.
Ive been told to add bank detail for a transfer then make more deposits with a debit card so now I have more money in the system which I cant withdraw.

Ive spent hours emailing and on live chat and nobody can give me an answer.

I asked for a manual withdrawal and as yet no real reply.
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
Many thanks for your help.

All I am requesting is a withdrawal back to the source I deposited with which was paypal.
Ive been told to add bank detail for a transfer then make more deposits with a debit card so now I have more money in the system which I cant withdraw.

Ive spent hours emailing and on live chat and nobody can give me an answer.

I asked for a manual withdrawal and as yet no real reply.
No worris gtpaul, well - I didn't even really help in all honesty as I have no access or power with anything related to Jonny Jackpot. I've messaged the guy in charge there and asked him to take a look at the thread and get someone to get in touch with you. I assume he will do so, so hold tight and hopefully it'll be resolved tomorrow at the latest.
 

gtpaul

Full Member
Joined
Jan 3, 2011
Location
Torquay
Incidently, Ive been VIP here for a longtime and never had this before.
i cant understand what the problem is?
You stated before on 21 casino it was a compliance issue?
Well Ive made lots of deposits with no trouble.

Then i get that message you see in the image I posted which no one can give any details on.

Best regards.
 

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