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Jackpot247 Casino - A week with no reply after requesting a withdrawal

RESOLVED
Complaint Info
Disputed casino Jackpot247 Casino
Reason Delayed payment
Amount £ 850
coreyallardyce United Kingdom
Posted on March 24, 2019

Opened an account with Jackpot247, made a deposit and claimed a bonus. After doing well, I completed the wagering with a total of around £850 to withdraw. Each time I click on the withdraw page a dialogue box appears stating "No payment details". I submitted this information via email to Jackpot247 and received a reply stating that the query had been forwarded onto the correct department. It has now been almost a week and no further response from Jackpot247. After reading a few other complaints featuring a similar issue I assume I will need to supply further documentation for my account, but how long before I am even asked this???
I'm a little confused to how depositing doesn't require this documentation but withdrawing does? Also how have I never had to give this documentation to any other casino/betting site? (if this is the case and I am indeed asked to supply this)

Posted on March 25, 2019

Hi COREYALLARDYCE,

My name is Roger and I am the Jackpot247 Customer Service Complaints Manager.

I have looked into your complaint and would now like to elaborate and hopefully clarify this misunderstanding.

I can see that on the 12th March you were in contact with our chat support and informed them of this error you were receiving, and upon your information our operator did inform: "Thank you for confirming this, I have now checked your account and I can see that this is currently being looked into by the relevant team as we are currently experiencing some technical issues when our customers trying to withdraw. Until then, please do accept our sincere apologies for such inconveniences."
On the 21st March, you emailed our support asking for an update on the technical issue, and once more got confirmation that the technical issue is still ongoing and hopefully resolved soon.

I can therefore confirm once more, that this delay is purely down to a technical issue with the payment provider you have used, which is not working neither for Withdrawals, nor for Deposits, and has absolutely nothing to do with any documentation requests, which are not due at this point in time and when these will be needed, you will be informed immediately of this, both via email and on chat.

This clarified, I can now confirm that as of this morning, I've been informed that the payment provider has restored functionalities, and you can therefore proceed to request a withdrawal, and should you encounter any difficulties, please don't hesitate to contact our support immediately to get assistance.

I hope this helps clarify any doubts and misunderstandings.

Wishing you a pleasant day.

Best regards

Roger
Jackpot 247 Customer Service Complaints Manager.

AskGamblers
Posted on March 26, 2019

Dear @coreyallardyce,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

coreyallardyce United Kingdom
Posted on March 26, 2019

Good afternoon Roger,

Thank you for getting back to me, I would like to point out a couple things.

1. The deposit section on your website was working absolutley fine this whole time, this is something I tested during the wait for a reply.

2. I first made contact with your support team on the 9th of March, not the 12th hence submitting this complaint on the 17th (only published on the 24th due to internal issues with askgamblers).

With that said I can confirm that the issue has now been sorted and the withdrawal has been processed as of today (26th).

Thank you for your time Roger,
Best regards,
Corey

Posted on March 26, 2019

Hi Corey,

You are most welcome and it was my pleasure.

I am glad to see that you have successfully managed to withdraw your funds as you wished, and take the opportunity to apologize once more for the mishap.

I am also very pleased to see that we can agree this to be sorted and and please don't hesitate to get in touch for any difficulties or information.

Best regards

Roger
Jackpot 247 Customer Service Complaints Manager.

AskGamblers
Posted on March 26, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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