Claimed I am under self-exclusion in another casino, but refused to refund my deposits

I won at Wild Jack Casino 22 September 2016. On 23 September they ask for some documents, I sent the documents on 17 October (front and back of my ID, and a bill). They do not reply to me for a long time, I send more emails asking if they saw my documents, on 10 November they say they have my documents and verification of documents can take 24 – 48 hours during the week and 48 – 72 hours over weekends. I wait some days and then I send a new email, they do not reply. After 2 weeks, on 25 November there is an email saying the documents are not legible, they want more documents. So I sent more documents on 11 December (passport, photo holding my passport, a bill). They do not reply so I send the documents again some days later. They did not reply to that so I sent my documents again on 21 December. After waiting a long time I asked for an update with the chat on the website. The casino says they have all the documents and are reviewing the withdrawal. After that time I tried to speak to the chat instead because email reply from them is not useful. On 3 January chat tells me I am verified and will be paid in 48 hours. Chat always says the same, I am verified and withdrawal is coming in 48 hours. Eventually on 10 January I asked chat why they say this to me every time but do not pay, and then chat looks more at my account and comes back after some time to say my balance needs to be restored, and this is why my withdrawal has not arrived. And chat says “what you can do for your peace of mind is follow up again when the banking department is back in the office and quote this reference number: 98,405’’ Next I sent another email with the reference number 98,405, and the reply email from the casino said they are still reviewing the withdrawal. On 23 January a new email from them saying the documents have arrived for review. Please allow between 24-48 hours to receive feedback. But this email is months after I send any documents, and already I was told my documents were reviewed, accepted and verified. I talk to chat again and now they are doing a security check and I should wait for updates. I have been waiting 4 months for the money I won, I don’t understand why it would take so long. This is not acceptable. I can do nothing, only wait and hope the casino will pay my withdrawal.

I have a complaint about the responsible gaming policy of Wild Jack Casino. Based on the information on their website I guess it's an important aspect of their poilcy: "We are committed to creating a responsible gambling environment by implementing and maintaining eCOGRA responsible gaming requirements, for the benefit of both players and staff. To request a cooling-off period or self-exclusion, please contact our Support Center at any time. All requests to lock a casino account must be verified in writing by email. Once your written request is received, your account will be locked immediately". Saturday I started playing and I won 150 euros. I send an e-mail and asked if it's possible to get an 7 day 'cooling-off' period in combination with my first withdrawal. I got an answer back with information about account verification but nothing about my cooling-off request. After a while I couldn't resist myself and went on playing (I know it's stupid). I lost my winnings and deposit another 300 euros. Unfortunately I lost all this money. After I while I got an e-mail from casino support "I have failed to address the issue of cooling off as you have asked". I was not happy about this. But the story continues. After I lost my winnings and another 300 euros I send again an email with a request, but now I asked for permant closure of my account. Soon I got an email back from casino support "As sad as it is to process a request, we will respect your decision to close the account. I have therefore placed a default lock on your casino account and need you to confirm the following information". I send the information right away. They asked for my name, date of birth, address and telephone number. After my last mail I heard nothing back. But I was under the assumption that my account was closed. Today (Tuesday) I found out my account was still open and there was no lock at all. Again I was not wisely and deposit money. I lost another 300 euros. I think Wild Jack Casino has the responsibility to protect players. I asked multiple times for exclusion, but Wild Jack Casino failed badly. I hope WIld Jack Casino can give an reason why their policy is so badly. I think it's fair that I get back (a part) of my losings.

I beg for your help. A few months ago,I first met All Slots casino and made a first deposit of € 100, within two - three months I have done a few more deposits, then I realized that they are a group of several casinos, opened accounts and in All jackpots and Wild jack. In these three casinos I've deposited amount at least 3 times greater than that which they still do not pay me-300 euro. Тhe amount was over 800 but in the pending period fell dramatically.They say that my account has not been verified, because I have not been sent the necessary documents. Everything I was sent several times, even a picture postcard they sent me to '' unconfirmed '' address in December 2016 for the Christmas gift of 10 free spins that can not use it if you do not charge the code from the same that postcard.They continued to send me letters of necessary documents showing my address. I live in my mother's house since I was born, monthly bills for electricity, water and home phone are in her name.For this purpose I have sent the bill for the cell phone with my address and bill for TV, Internet, again showing the address of where I live .I sent them the letter from Skrill even. Even after another letter from them, I went to my bank to take a bank statement. And i still not receive the money from them. My accounts in other casinos, and they are not few(All 30 casinos in Casino Rewards, Vegas Partner Lounge, Cabaret casino, Lucky 24/7) confirmed with far fewer documents and much faster. In all I had big losses but also good profits.

I have sent docs on three occasions and again this morning I am being asked to allow a further 48 hrs for verification. I requested a withdrawal of 700 euro last week and submitted documents then. My documents have always been accepted elsewhere without any trouble. I really enjoyed my play at Wild Jack casino and found live chat and support to be very helpful and courteous . I am disappointed that I have to resort to issuing a complaint as I hoped to play there regularly. I hope Ask Gamblers can help me to resolve this issue as I could really use the funds with Xmas just around the corner.

Hello I opened an account with WildJack Casino about 10-12 days ago. I have never played here before, I came across the casino and decided to give it a shot. I easily signed up, provided all the correct information required and started to play. Over the course of 10 days, I deposited roughly $2000 at this casino. I didn't have much luck, so I decided to try out another casino. After looking through some reviews of sites I decided to play at BGO. Anyway, while I was looking for a new casino, I came across a site that listed WildJack casino and AllSlots casino as sister sites. Now call me naive, or new to online gambling, I wasn't aware that multiple casinos were all the same. I did a self exclusion at AllSlots about 2 months ago. So I know I will get multiple backlash from people on here, claiming Im trying to deceive this casino, but this is untrue. I signed up, gave my correct name, address, email address etc. I played for 10 days, spoke with various reps about bonuses, received emails, texts etc. Never once did they tell me I shouldn't be playing there due to a previous self-exclusion. But I am willing to bet that if I had of won big and tried to withdraw, my account would have been closed immediately. This is a rotten way to operate a business. Basically its win-win for them. They get my money, and if I win they confiscate. I demand a refund for my deposits. These sites claim to promote responsible gambling, fair practice, etc. yet for 10 days I was allowed to gamble with my own money, and they just let me.

I have won 3190€ at Wild Jack Casino. They congratulated me on October 14 about this big withdrawal I made. After not receiving the payment, I contacted them about it, and they wrote me: "Thank you for contacting Casino Support Please be advised we have picked up discrepancies on your account, and unfortunately your funds will not be paid out to you and your account is locked and will remain locked. " I can't believe nor understand this. Being an "ecogra safe and fair" certified casino, I believe this is totally unaccaptable. Therefore I would like to ask for an investigation.

Apparently I am a VIP, but I am receiving terrible service! I have had several part payments but when I ask where the balances are I am simply told that they have been processed and that I should wait. I was asked to send bank statements which I did which clearly show only part payments received. They owe me £108,297.49 and I have been waiting for some of this for over a month! I would like them to track with their payment processor but am being stonewalled. I would like to know the escalation process for this as I have lost trust

may 1 ,2014 i made a withdrall of $10,000. It was to be sent to my instadebit account but was rejected. That was my mistake because it was more than my transaction limit. they sent me an e-mail telling me they would do an echeck to my bank. I gave them my banking information. The 1st phone call I made to them they told me it would be deposited May 31, The 2nd phone call on june 9 they told me the did not know why it was taking so long , the third phone call on june 19 they put me on hold and did not respond.

Send verification documents? Told all was approved at 12.00pm 2nd June? No response from 6 mails to clarify receipt of documents? Called again 3rd June to verify and told they hadn't been received? By the way they had never been requested but I sent anyway? Issue 1 no response to mails? Issue 2 didn't request documents? Issue 3 poor service from mails and phone calls? I look forward to their replies as I have full audit trails of mails and phone calls!!

I won a small amount of money about four weeks ago 350 but still haven't received any money, first I got asked for my documents which were excepted in another casino but not good enough for wild jacks, no one informed me about this until six days after submitting them, I then sent off fresh documents, never heard anything so phoned up, got told that they had been a proved on the 29 and a payment was on its way, still have not got any money have been told to wait till the end of the week, have been payed by another casino within a week why is wild jacks taking so long, I'm on holiday Friday and was hoping to of had the money by then I'm appalled as no one can tell me what's going on just to keep waiting