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Jackpot Grand Casino - Refused to payout $3,000 bonus amount given after going through play through amount required

Complaint Info
Disputed casino Jackpot Grand Casino
Reason Bonus removal
Posted on April 20, 2015

So when i signed up on their website, and I had a couple questions about blackjack rules, so i started chatting with a representative and then they began bargaining with me so i would deposit money right away, and agreed that if i deposit $1,000, they would give me a bonus of $3,000, with a playthrough of $120,000, with 1:1 on blackjack, which i accepted, because that is a great deal. I asked them if there were any catch to this, or anything else i should know about this, and they said clearly said no. After playing through and wagering $120,000, I ended up with $4,096. I went to withdraw $3,000 of this, and when I got an email (finally, 15 business days later or so) they had removed $4,000 from my account leaving me with $96 left in the account. However, they are only giving me $1,000 as the $3,000 bonus I have been notified doesn't get paid out as it is liability insurance or whatever and i don't get that money. I read the terms and conditions, and challenged them as to where this was written, to which they have not given me a straight answer. Even if they would backtrack and give me only 100% bonus, i wouldn't be that pissed off about this.

Final issue, is that my withdrawal was 'approved' Oct. 6, 2014, but i still have not received my money to date, Oct. 23, 2014, and they are saying they need my bank statement to look further into this issue, which i wont have until the end of the month, and i'm wary about giving them this information as well.

Posted on October 27, 2014

Hi davidmvdg,

In regards to the first part of your complain, please read the terms and conditions on our website in regards to the deposit bonuses. They are not meant to be used for table games and this is written on the website. Any earnings obtained from a slot bonus applied to table games will be voided. Also mentioned on the website.

On that regard, I wont be able to help since the casino requests that each player reads the terms and conditions of the bonuses they are using.

In regards to the second part of your complain, please let me know your username so I can check into this.

Best regards

Posted on October 27, 2014

We send user's credentials to the casino.

Posted on October 28, 2014

Upon creating an account at Jackpot Grand Casino, i opened up a chat to ask about the blackjack rules, because i could not locate them on your website. It was at this time the representative started offering me very favorable deals, i specifically asked if this deal was a deal that i could use for playing blackjack and he clearly said yes. He said this was a one time offer that i could take or leave in that chat session, as i could not enter the coupon code for this, but he would have to, because it wasn't an offer listed online. I was clearly told my play-though on blackjack was $120,000. I asked if there was any catch here, is there anything else i need to know about this offer, and I was told there was no catch, that was the offer, take it or leave it. I started wagering and noticed that the play-though amount was going down 0.25:1 on blackjack, so i opened up a chat with them and inquired about this. They apologized for the inconvenience, and adjusted it to 1:1, on $120,000. I then completed wagering $120,000, and it clearly stated that my $4096 was withdrawable funds. I went withdraw it, and they had then removed $3,000, as 'liability' and was there so i could win big, but was to be removed when i withdraw funds. I understand that it was a very favorable deal that was given to me to join your casino, and i might even understand if they apologized and told me i could only have the 'grandtables' offer of $1000 bonus. However, i think now that you had clearly offered me this deal you follow through, and pay me the money owed, thank you.

also, in regards to the payout, although they were incredibly slow, it seems the payment has bounced for whatever reason, maybe my banking information was wrong or i have to try deposit elsewhere. i will have to see if that works next time.... in two months, at the rate they approve things over there.

Posted on November 1, 2014

Dear all,
Is this complaint resolved? Thank you.

davidmvdg Canada
Posted on November 1, 2014

No, I have not heard anything back from jackpot grand since my post on oct. 28.

Posted on April 11, 2015

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

davidmvdg Canada
Posted on April 11, 2015

On Nov. 5, 2014 I was paid out $985 USD, and on Dec. 3, 2014 I was paid out $98 USD. However, as noted previously I had approx. $4,100 after wagering through the required play through, of which $3,000 of it vanished when i tried to withdraw $4,000 and I was informed that the $3,000 bonus money was only to 'win big' which was not the conversation i had going in. I do not intend on using Jackpot Grand again, and advise anyone else using Jackpot Grand to be extremely wary of the 'exclusive' offers they give you when you make a new account in a dialog/chat box, and to email yourself every typed conversation you have with them. I asked every question regarding what was the catch, the fine print etc. and they clearly said there was none, but then refused full payout. I know I will likely never see this money, so I at least want to warn everyone else playing Jackpot Grand. BE EXTREMELY CAREFUL, AND I WOULDN'T RECOMMEND ACCEPTING THEIR 'EXCLUSIVE' TO YOU OFFERS WHEN THEY POP UP CHAT ONLINE WITH YOU.

Posted on April 15, 2015

Hello davidmvdg,

Please note that $3000 bonus amount was deducted from your winnings as per casino’s terms and conditions. Match bonus is an extra money on top of your deposit given to you by casino to increase your playable balance, which allows you to stay longer in a game and have more chances to win. The casino reserves the right to take back this specific amount in case of a player’s win.
You as our customer agreed to our Terms and Conditions when you signed up with us. According to the point 5 of our Promotional Terms & Conditions:

Jackpot Grand reserves the right to request further documentation and/or withhold bonus amounts.

And point 7 states:

It is a player’s responsibility to check all terms and conditions prior to redeeming any casino bonus. Please read the following rules and regulations regarding our casino’s promotions.

Thus, it is up to your responsibility to check the conditions of the bonus before playing.


davidmvdg Canada
Posted on April 15, 2015

Are there any bonus promotions on right now that after proceeding through the required play through amount, and the money specifically says it is all withdraw-able, the player has all of the bonus money taken away without even being given notice? This seems like a cop out, and I asked for all the details, and whether there was anything else I needed to know up front and I was assured that there was nothing else. I asked multiple times, because the deal was pretty good. I realize now it was a lure for new gamblers to come to your site, and now that I won, you guys just can't own up to it. The prospect of losing $3,000 in one night has made you guys pretty dishonest it seems. I have not been provided with a sufficient reason as to why it was necessary to exercise your rights under point 5, and I was never notified that i would have my bonus taken away. It was done behind my back and I had to call and inquire where $3,000 went because you simply took it away before my withdrawal even went through. One day I looked at my account and there was approx. $4,100, and the next day it was down to $1,100.

Posted on April 20, 2015

Based on the casino terms and conditions bonus amount is deducted from winnings. We consider this complaint resolved and closed.

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