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Jackpot247 Casino - Not giving me my withdrawal

Complaint Info
Disputed casino Jackpot247 Casino
Reason Refund declined
Amount £ 100
Posted on July 23, 2014

Made a withdrawal request on the 11 July for £100. Shortly afterwards I received an email stating that I needed to prove my identity, I wasn't overly bothered about this however they happily accepted my deposit without i.d ............ Anyhow I uploaded some pictures off my mobile phone and sent them via email. These were then declined.... not good enough quality.... They informed me of this on July the 16th.................. So on the 17th of July at 10.02 I faxed them a photocopy of my bank card and my council tax bill and guess what!? too blurry...... I've just been informed of this today July 22nd. Its taken them 6 days (4 working days) to tell me that the fax i sent is now blurry aaaaaaargh. Meanwhile I have sent a nasty email to complaints.... no reply I have rang the customer service helpline and might aswee have been talking to myself!! and I have tried online chat, the chat session i had with one of the "customer service" team was appaling . This site is a disgrace I just want my money out and I will never ever ever.... ever use the site again and to anybody reading this stay clear! The customer service is shockingly shocking!!!

Posted on July 23, 2014

I have now had an email from complaints stating that this is standard procedure. And i have also had an email off support stating that photos of my bank card is good enough but they want photo i.d (because apparently they can see me!!!?????) what the hell.... If i dont have a drivers licence or passport i can send a copy of my birth certificate along with my national insurance number... this site worries anyhow heres the email i received from them....

Dear Paul,

Thank you for your email. I have looked into the complaint you have raised.

I am sorry to hear that you are unhappy with your experience so far, here at Jackpot247 we strive to provide the best experience possible.

With regards to the original request and the reasons behind it, the request for documentation is a standard request for all players to ensure we comply with eGambling and anti-money laundering procedures in the UK and Alderney. Depending on the account in question the request may be triggered by deposits, withdrawals or gameplay. I can absolutely assure you that the request is in no way designed to delay or disrupt the process of a withdrawal for our players. Unfortunately this something that we would of required in full before we could of processed the payments you had pending on your account. If you do not have photo identification we can accept a copy of a birth certificate which can be obtained from your local registry office, along with a National insurance card, P45 or P60.

I have checked the documents you have sent in to us previously and can confirm that we have received your proof of address but unfortunately the copies of the card and also the photo identification was unclear.

Once we have received legible clear copies of all the requested documents we will be able to process your withdrawal promptly.

Kind Regards

I admit its a very nice email but this all is far too over the top. I've been in contact with the Alderney gambling authority, I am currently waiting for a response.

Posted on July 24, 2014

Thank you again for your comments, and once again we do apologise that the procedures we must follow for AML regulations are causing you concern and upset. But as stated, we are duty bound under the conditions of our eGambling licence issued by the Alderney Gambling Control Commission to follow the requirements of the Anti-Money Laundering regime there. As part of this we must ask for ID documentation from our players once they reach certain levels of activity, this is a practise that is compulsory not just for eGambling operators, but also for banking and other financial institutions across the whole of Europe.

We are aware of your complaint to our regulator and have replied to their enquiry about your complaint in kind. We have advised them that we are now in receipt of most of the documentation we require under the regulations, but are still to receive some form of photo ID. As you have stated before you do not have any such identification documents and so we must revert to our previous guidance on this point, i.e.: a birth certificate or official tax documents would suffice instead.

We hope you can appreciate our position in this situation and that these processes are something that we, as a regulated operator, are legally bound to carry out. Please rest assured that once we have the final items of documentation from you we will then be more than happy to process your withdrawal.

With thanks for your understanding,

Jackpot 247

Posted on July 24, 2014

yes i have had an email off the gambling authority, i bet you were quick to respond to them! I have sent a copy of my drivers licence and also my birth certificate now so we shall see.....

Posted on July 24, 2014

We can now confirm that we are in receipt of clear copies of all required ID documentation now and that your withdrawal has been processed. Please allow up to 7 working days for it to appear in your account, depending on your bank's internal procedures.

With best regards,

Jackpot 247

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