Excessive delaying tactics and poor support
I joined this casino on Monday 7 March and deposited £20. With the welcome bonus I had £40 to play with and needed to play through £1200 to release and potential winnings. Within 2hours I was at about £112 with about £300 left to play through so I thought that slots were good honest ones and I was happy with this casino. But then ... I was locked out of my account. I enquired why and I was told that it was because I had closed an account and excluded myself from an account I had at their sister casino (casino.com). I was completely unaware that these two casinos were linked (naturally, being a member of the public) and stated my case that I closed my account at casino.com and not this one so this one should be looked at independently as I don't have a gambling problem. They agreed and requested that I send up to date ID and sign a declaration of liability form which will allow me to play in Jackpotland.com. I agreed and was happy with that outcome.
By the end of the day I had submitted all the ID docs they required, plus I had also printed, signed and photographed their liability form and emailed back to them. I was told it would take 'up to 72 hours to process'. I thought this was quite long, but agreed to wait (so long as I was able to get back in and continue playing through my welcome bonus winnings which i had 7 days to do so).
Thursday evening - that's about 80 hours later, I rec'd an email saying that all my ID had been verified, but the Declaration of Liability form was no good as they had sent thew wrong one out and it related to 'casino.com' and not 'jackpot land.com'. I was disappointed with this as I had waited 80 hours to be told they had sent the wrong form and that I must print and sign the enclosed form instead. I got straight onto live support (who are good by the way) but they said is a security/management issue and they can't do anything about it themselves, but I should sign the new form and they will 'escalate' the matter for me.
So I sent the new form on Thursday afternoon and emailed a message saying can they make it happen under 72 hours this time as it was their error sending the wrong form, plus i only have 3 days left to play through my deposit. I rec'd an automated email saying i would take up to 72 hours. Arrrggh. I contact live support on Friday evening (30 hours later) and ask what's happening, Again they say they can't do anything but will try to 'escalate' the matter. Saturday midday - 48 hours later, still no reply, so I send an email. No reply.
I am writing this message Saturday evening - nearly another 72 hours again on top of the initial 80 hours and it seems that this casino do not want me to have my welcome bonus funds/winnings to play with and look likely to stall me until the 7 days are up and that £112 (approx amount) I have in my account will be forfeited as I was unable to play in the casino. Shoddy customer service would be a understatement - I am hoping that this complaint will kickstart a reply from 'security/management'.
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