Jackpot247 Casino - Waiting 5 Months For My £5000 Withdrawal

RESOLVED
posted on July 13, 2014.

Hi my name is Matthew and I would just like to make people aware of a scam company that is ON TELEVISION everyday called JACKPOT247 and my experience with this company.

I first signed up to JACKPOT247 on 21/01/14 after seeing a promotion offer on topuko­nli­nec­asi­nos­ite­s.c­o.uk, I noticed it had 5 stars on the site reviews so felt assured this was a good company to go with, I then went to live chat on jackpot247 and enquired about the promotion and this was the live chat message below:

"Thanks for contacting Jackpot247! Your request has been received and one of our dedicated support team will be with you soon.

We're sorry for the delay, one of our support team will be with you shortly.

We're sorry for the delay, one of our support team will be with you shortly.

MattV: good evening, how can i help you??

me: Hi there...

me: I have seen an offer for your site at topuko­nli­nec­asi­nosites for 400% and just wanted to check this was correct?

me: It sais the promo code is TOPUK

me: upto £800

me: You are number one on the list

MattV: one moment please

MattV: yes that is correct as long as it is your first deposit on supercasino so when u register make sure you enter the code and than when u deposit u will get the bonus.

me: Sorry supercasino? but this is jackpot247 no?

MattV: sorry yes jackpot247

me: So the promo code for 400% will work on jackpot 247 or supercasino

MattV: jackpot247

me: so if I deposit £100 how much will I get to play with?

me: Thank you

MattV: £400 bonus + your £100 deposit

me: Ok thank you for your help

MattV: no worrys at all"

As you can see the live chat was very clear and everything seemed okay so I signed up and deposited £200, with the bonus then added my balance was now £1000, As this was a promotion I decided to read the terms and conditions of the bonus of which it stated everything you needed to know including a wagering requirement of 55x your total balance...so in my case this was £55,000 wagering required.

Well after a nights entertainment and admittedly getting a little carried away I had wagered over £65,000 on roulette and I do not mean £100 on red and £100 on black so you cannot lose scenarios, I mean genuine roulette spins ranging from £100-£1000 a spin, anyway my final balance was around £6700, I was very happy indeed as usually I never win so with a smile on my face I went to withdraw my winnings, I could only withdraw £5000 as that is the max payout in one go so I withdrew £5000 and left the rest in my balance.

I then received this email below:

Thank you for playing at Jackpot247.

We have received your withdrawal request for the total amount of £5,000.00.

Your transaction request code is: 4960742. Please be advised that all withdrawal requests are normally processed three business days after the request date. Your withdrawal request will be displayed in the casino Cashier in the "Pending Withdrawals" section until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account.

Please be advised that the Casino reserves the right to refund winnings to ANY payment method you have used to deposit with up to the total amount you deposited, in accordance with international banking regulations.

Best Regards,
Jackpot247 Support Team

So everything seemed to be okay but then the horror began........on the 22nd I received this email...(below)

We are processing your withdrawal request.

As part of our security procedure, we ask that you provide the following details.

1) Your valid photo identification (e.g. passport or driving licence)

2) A utility bill or bank statement that shows the address registered in your account.

3) Front and back copies of the credit cards you used to deposit in your account. You can if you wish cover up the middle 8 digits of the long card number, along with the 3 digit CVV on the back of the card.

Once your documents are legible, they will be placed in a secure file and you will not be asked to re-send them in the future.

Please send all information to:

Email: [email protected]
Fax: 0207 900 3155

Alternatively the documents can be posted to:

NetPlayTV Group Ltd
PO BOX 356
St Peter Port
Guernsey

I thought seeing as this is a substantial amount of money and it being a casino asking for I.D is normal so as requested I sent in all the verification needed. This the next email that followed...(below)

Thank you for choosing Jackpot247!

We would like to confirm that we have received your documents. They have been sent to the relevant department and saved on your file.

Thank you for your cooperation.

Best Regards,
Jackpot247 Finance Team

So I waited and on the 23/01/14 I received this email...(below)

Thank you for choosing Jackpot247!

Further to your recent withdrawal request, to ensure we comply with our enhanced security checks please note we are waiting for a copy of the following documents before we can fully verify your account:

A clear picture of you holding your photo ID

Once the documents have been received and accepted we will be able to fully verify your account and facilitate future withdrawals.

The easiest way to send the documents is by return email. You can do this either by scanning the documents, or if you have a digital camera/mobile phone camera you can take a photo of the requested information. Please then reply to this email and attach the pictures.

If you would prefer to send it by fax, you can fax them to: 0207 900 3155. Please ensure that the copy is as light as possible to ensure we can read all the details on the fax.

We also are happy to receive the documents by post. You can post them to:

Jackpot247
NetPlay TV Group Ltd
PO Box 356
St Peter Port
Guernsey
GY1 3XQ

Please enclose your username, WELLERMATT when replying.

Best Regards,
Jackpot247 Support Team

So in the first verification email they wanted valid photo I.D etc... but now they wanted a picture of me holding my photo I.D?!!

So again as requested (even though a little strange) I sent in a picture of me holding my I.D.

Again I received this email... (below)

Thank you for choosing Jackpot247!

We would like to confirm that we have received your documents. They have been sent to the relevant department and saved on your file.

Thank you for your cooperation.

Best Regards,
Jackpot247 Finance Team

I then received a letter in the post which I have attached below for me to sign and return (please note I have only covered my details in the letter for security purposes on here) again as requested I signed the letter and sent back.

After not hearing nothing for a while on the 24/02/14 I received another email...(below)

Further to your recent withdrawal request, to ensure we comply with our enhanced security checks please note we are waiting for a copy of the following documents before we can fully verify your account:

A clear picture of you holding a newspaper dated today or later.

Once the documents have been received and accepted we will be able to fully verify your account and facilitate future withdrawals.

The easiest way to send the documents is by return email. You can do this either by scanning the documents, or if you have a digital camera/mobile phone camera you can take a photo of the requested information. Please then reply to this email and attach the pictures.

If you would prefer to send it by fax, you can fax them to: 0207 900 3155. Please ensure that the copy is as light as possible to ensure we can read all the details on the fax.

Please enclose your username, WELLERMATT when replying.

Best Regards,
Jackpot247 Support Team

So now I have sent in my I.D, me holding my I.D and now they want me holding a newspaper!!??

Again as you can probably guess I did as requested and sent in a clear picture of me holding a newspaper with the appropriate date.

I then waited...and waited......and waited......but I was getting nothing now...no emails anymore, no payment in my bank....no nothing!

So I decided to call them to find out what was going on!? but the lady could not tell me nothing but that it was being dealt with by another department I asked to be put through as I wanted this sorted but I was told I could not speak to them and that I would just have to wait for them to contact me.

after a lot more time waiting for them to contact me I still heard nothing...It was as like they were hoping I would just go away! So I decided to contact them again and after numerous phone calls I eventually got to speak to a person called Jamie Corrie the senior call centre manager, we spoke for a good 15-30 minutes where he asked me an unbelievable amount of questions even asking me questions like why do I gamble so aggressively!? Which I do not believe I should have to answer but I explained this to him anyway and answered all the questions fired at me. After a long winded phone call Jamie Corrie told me he was happy with every answer I had given him and that he would resolve this matter for me but now he just wanted the internet provider I used at the time, I told him I thought it was Sky but I would just make sure as I was sharing the house. I checked and it was indeed Sky so I wrote an email to Jamie saying this. I felt quite assured now that this was sorted and again waited payment.

I then received an email from Jamie saying this...(below)

Hi Matthew,



Thanks for coming back to me with the info. I would have to ask that you send across confirmation of the ISP – this can be a scanned copy of a bill, etc, that would verify that the ISP used at the address was Sky at the time.


You can send it to the usual documents address – or send it by email directly to me if you’d prefer.


Kind Regards,
James

James Corrie | Senior Call Centre Manager
NetPlay TV Group Ltd | DDI: +44(0)1481 200910 Fax: +44 (0)1481 245442

I explained that it was a house share on the phone and in the email and that I had moved out so even though I had tried I could not get the sky bill which on the phone he seem to understand.

So I waited again expecting to receive a payment at some point but nothing ever came!

Since then until now I have had no response my account has been blocked or closed (either way I cannot access it) with my remaining balance still in the account and my £5000 withdrawal has not been paid.

I would also like to add that after I made the £6700 and the money was available to withdraw, I played again and lost £1000 of my balance with no complaints from me as it is gambling so you can always win or lose, but the fact is I didn't just play until I finished my bonus...even after I had completed my bonus, I still went back and played with my own cash when I didn't have to and lost £1000.

I am very upset about this matter and feel cheated, I cannot believe companies like this are allowed on television when how they operate is illegal, I just find it disgusting.

The customer service is almost non existent,

They have stolen my £200 I first deposited as well, so instead of being UP instead I am DOWN and out of pocket £200. This is theft no!??

I never got offered any type of settlement agreement...not that I should have to accept a settlement as I have done nothing wrong or gambled unfairly in any way.

If anyone can help me with this please it would be much appreciated as I have suffered alot of stress and sleepless nights over this, I done everything asked of me and more and I still have not got paid.

I will try and post this on as many sites as I can to make people aware of this company and I am thinking of going to watchdog and the newspapers as I don't want any more people being ripped off, affected and treated like I have.

Matthew

posted on July 17, 2014.

We have looked into the complaint Mr Weller has raised.

We can see that Mr Weller has previously been in discussions with Mr Corrie regarding his account and the relevant security procedures we have had to follow to ensure we are in line with Anti Money Laundering and eGambling Regulations.

Mr Weller previously agreed to send in a document that was requested which we are not yet in receipt of, unfortunately this is a document that we do require. Once we have received the requested information we can then hopefully bring this matter to a conclusion.

Our Customer Support Manager Karina Hadland will endeavour to give Mr Weller a call to discuss this further and is currently trying to establish a mutually agreeable time to do so.

posted on July 21, 2014.

Firstly I would like to add that these so called checks should be carried out before taking money out of someone's account and everyone should be made clear of how intense they are, also the fact that if you go through the emails I have been sent each time I am asked to produce something new and I did not receive just one email asking for:

Passport or Drivers licence
Picture of me holding my I.D
Utility bill or bank statement
Picture of me holding a dated newspaper
A signed letter (sent to me through the post) returned confirming my deposit
Who my internet provider is
Internet provider bill

I got asked for something new every time and every time being told after that my account would be fully verified but it never was! Do you see what's happening here.....

I would also like to add that I have done all of the above except I cannot get the Internet provider bill as I shared the house and since then I have moved out, I explained this to Mr Corrie on the phone but said I would try my best and said he understood my situation. I have however sent in.....

Passport or Drivers licence
Picture of me holding my I.D
Utility bill or bank statement
Picture of me holding a dated newspaper
A signed letter (sent to me through the post) returned confirming my deposit
Who my internet provider is

So surely you would agree I have indeed fully verified myself and my age quite clearly....If I went into a casino I would only need to show my passport but for someone reason you require a lot more than that!? I have done everything you have asked of me except get you an internet provider bill and I have explained my situation to why that is as well.

I also wagered well over the necessary requirements which was £55,000 for a £200 deposit!!!!!

Do you think its right to take someone's money out of there account knowing you are going to find a way to not pay them if they win!? We all know people usually lose at the casino but we all play in the hope of getting lucky, I think I am fair in saying that but that's the thing all the people who lose will never complain because there not withdrawing and the ones who withdraw small amounts I'm sure get paid just to make things look above board but the reality is and what you should state is that everyone who is playing cannot win a large amount because you just wont pay them but until they are lucky enough to win a large amount....they will only then find out they are not as lucky as they thought as Jackpot247 refuse to pay although when it comes to taking money out of our accounts straight away there is no problem there.

As for stating that these checks are for security procedures for money laundering.....

What money laundering?? I deposited £200 that's it! It is only a large withdrawal because that is what I won! But you know this already.

Please read through the emails you sent me again and you will clearly see that each time you have requested something in each email I was told my account after that would be fully verified but it never was.

I am really hoping you can change my views and show me that you are actually a genuine company.

I await you response.

Regards

Matt

posted on July 23, 2014.

We have noted Mr Weller's response.

We can understand that Mr Weller's frustration, the enhanced security checks are in no way designed to cause any upset, unfortunately this is something that we do have to go through if we have any cause for concern in regards to the security on the account.

If Mr Weller could provide a suitable time for Ms Hadland to call Mr Weller, we can hopefully resolve this issue.

Kind Regards

Jackpot 247

posted on July 27, 2014.

Thank you for your response and I hope we can resolve this issue as well.

I just hope that this phone call is not going to be another long winded interview because I really do not need any more stress, I have complied to the best of my ability of which has been more than satisfactory and answered the same questions over and over again so I am really hoping this time will be different.

My next day off is Wednesday so if Ms Hadland can call me between 3-5pm that would be great. I am a fair person so if this matter is finally fairly resolved I will state this in my next response and thank Jackpot247 for finally sorting this matter.

I look forward to hearing from you.....

Kind Regards

Matthew

posted on July 28, 2014.

Thank you for providing a suitable time.

Ms Hadland will be in contact with you to discuss this further.

Regards,

Jackpot 247

posted on July 31, 2014.

Well I should of expected no different but I guess I was hoping for change. I ended up spending my day off waiting for a call from Ms Hadland that never came, I stated that 3-5pm on wednesday would be a good time to call but not to receive a call all day I just think is rude.

Like I have said before the customer services side seems to be appalling as well, Why ask me when is a good time to call and then arrange a time with me only to lie to me and ruin my day off!? Is this right? No its not and to cause me yet more stress is not fair either. Please tell me why your company has to be like this?

I await your response....

Matthew

posted on August 3, 2014.

Please can someone tell me, what happens if the company you are in dispute with on here decides to not reply within the stated timer? What happens then?

I would really like this matter with Jackpot247 to be resolved without having to get a solicitor involved but I feel I am getting pushed into a corner and left no choice.

I have made every effort with this company and explained in great detail this situation but no matter how hard I try to resolve this matter it pretty much makes it impossible when the company just wont correspond!? Yes they have sent me a couple of messages on here looking like they want to resolve this issue but the truth is when it came down to it and we had arranged a phone call they then decide to ruin my day off and yet again let me down.

I am a genuine customer and all I want is for Jackpot247 to be genuine too. Please can Jackpot247 just let me know if they are going to resolve this matter like a fair company and pay me my winnings or if they are going to be an illegal company and try and steal it.

Regards

Matthew

posted on August 3, 2014.

If your final decision is to keep my money and not pay me then please my I have your Regulatory Body details.

Regards

Matthew

posted on August 3, 2014.

Dear Matthew,

Firstly, thank you for your patience while we resolve your case, it is very much appreciated.

Also, we hope that you can accept our sincerest apologies for our Customer Support Manager, Karina, missing the opportunity to speak with you on the telephone on Wednesday. Karina is currently on site in our support office in Mauritius and was unfortunately unable to make the call due to staff training sessions and other meetings overrunning. We appreciate that this could have been better communicated to you and for this we are truly sorry.

As mentioned above, we are grateful for your patience with our verification processes and can understand that the ongoing delays to your withdrawal must be very frustrating. However, your case has now been referred to our Compliance Officer for further comment as we would like to take the opportunity to explain some of the reasons behind the enhanced due diligence we have had to undertake in relation to your account.

Certain regulations that we must follow in relation to our eGambling licence, along with our committment to follow EU wide AML legislation, mean that the subject matter of said comments are of a highly sensitive nature and therefore are not to be discussed upon a public forum such as this. Alternatively, our Compliance Officer will be writing you to directly by 2pm tomorrow (4th August) to explain the circumstances of these delays and the current status of your account.

With kind regards,

Jackpot 247

posted on August 7, 2014.

Dear Jackpot247

I am not trying to be rude but all you keep doing is mess me around and apologise but there comes a point where sorry doesn't mean anything anymore when it's clear to see you really don't care along as you can find a way to keep avoid paying.

If you had read my messages thoroughly you would have also seen that I do not live at that address any more and as far as I'm aware you do not have my new address so how can you send me a letter!?

I understand this is a public site but it's the only way to get a reply from you but you can acknowledge whether you are going to pay me or not!? You still have my bank details so there is nothing stopping you sending the money back to my bank.

Lastly I would like to say that no site should have to take over 6 months to confirm a payout and I'm sure you are fully aware of this.

Please can you let me know your final decision as my solicitor has advised....

Contact the company directly with the issues you have raised and try to see if they will resolve this matter. If they fail to respond in a satisfactory manner then please ask them for the details of their regulatory body for you to escalate this matter.

I feel I have given far too many hours of my free time trying to resolve this now and I am really tired of being messed about.

I await you response.

Regards

Matthew

posted on August 8, 2014.

Perhaps there may be some crossed wires here, we have written to you by email, not by post, to the email address you gave us when you registered. You should see the response from our Compliance Officer there as it was sent to you last week, if not then please let us know.

Jackpot 247

posted on August 10, 2014.

Hi There, Just to let you know I have received the email from the compliance officer and we are in private talks to try and resolve this matter fairly. I respect Jackpot247's decision not discuss this over a public forum so for now I will keep this side of the discussions private.

Kind Regards

Matthew

posted on August 11, 2014.

Thank you very much for updating here at AskGamblers. We can confirm that our Head of Compliance is in receipt of your email and will be back to you as soon as possible with further comments.

With best regards,

Jackpot 247.