2 published complaints: 2 unresolved (2 operator declined to engage).
They reply, but the reply has not engaged with the complaint. In both published cases we wrote with the redemption date, the amount and the account details, and both times the answer was a single sentence directing us to their in-game customer service. That is not a channel open to a third-party mediator, and it is the channel each player had already tried without result. On the second case our outreach said so in advance and named the earlier reply; the identical sentence came back anyway. We record these as refusals to engage rather than as silence, because they did answer.
We cannot give a reliable figure, and the operator would not supply one. In one published case a redemption had been pending since August 5 and was still unpaid when the case closed. In the other, verification requested in late July was still showing as under review almost four weeks later. Asked directly for a published verification turnaround, Jackpot Dance did not give one.
The operator answers a public email address, but told us account matters are handled only through customer service inside the game. Players in both published cases reported that the in-game channel reaches an automated helper and that requests for a human went nowhere. If that is the route you are pushed to, keep screenshots of those conversations, because they may be your only record of what was said.
Document the redemption request with its date and amount, and save every in-game support exchange, since that channel is where the operator directs everything. Ask in writing for a specific completion date rather than a status update. You can file a free complaint with SweepsGuard, and our guide at sweepsguard.com/casino-wont-pay sets out what to try and in what order. A card dispute is on that list but it is last, because it typically ends with the account closed and the balance forfeited.