Ag Awards

Jackpotland Casino - Stalling big win payment for over a month now!

Complaint Info
Disputed casino Jackpotland Casino
Reason Delayed payment
Amount € 20000
Posted on March 4, 2016


I am here because of suspicious behavior from Jackpotland casino, for last 3 weeks I get the same response and no answer to my questions about my withdraw.

After hitting huge win over 20 000 € in January, they asked me for documents.
That was on 26. January 2016.
After few days, they told me that big withdraws need more time to process.
Ok, I thought, nothing strange, but for last 3 weeks, everytime I asked them about withdraw I get same response like this one:

Thank you for contacting Jackpotland Casino regarding your withdrawal.

As I have promised on chat, I am now following up with an email regarding your withdrawal.

After contacting the Finance Department, I have received a response that the withdrawal is still under additional verification checks.

As you are using Neteller, we need to further review with them, as the amount is exceptionally large. We are still in the process of that.

We will keep you updated, and you can come on live chat or give us a call whenever you feel like, or need an update or advice.

Can somebody get in contact with them, I would like to know what is really going on.

Best regards to all

Posted on March 8, 2016

Dear @TPkarica,

Any update regarding your complaint? Thank you.

Posted on March 8, 2016

After almost one and a half month they are now making new excuses for not paying.

Please read what I received over email after I posted this case here on askgamblers.

Thank you for your patience while this matter was fully investigated by our Risk and Security Department.

The investigation into your account has irrefutably confirmed our suspicions that you have been engaged in conduct that is abusive of the casino bonuses system through collusion with other account holders.

Please take note of Section 5.1 of our Website Terms and Conditions, which you agreed to abide by when you registered an account with us:

5.1 .....In particular (and in addition to all other representations and warranties set out in these Terms and Conditions), you warrant, accept and undertake as a condition of use of the Services:

(xxiv) You are not colluding or attempting to collude or intending to participate, directly or indirectly, in any collusion scheme with any other player in the course of any Betting.

And of Section 16.1 of the same Terms and Conditions:

16.1 In addition to other rights available to JACKPOTLAND.COM under this Agreement JACKPOTLAND.COM reserves the right, in its sole discretion, to void any winnings and forfeit any balance in your betting account, to terminate the Agreement and/or to suspend the provision of the Services/deactivate your account if JACKPOTLAND.COM has the reasonable grounds to believe or establishes any of the following:

(ix) you are found to be cheating or attempting to cheat or to have cheated anyone or any party, or if it is determined by JACKPOTLAND.COM that you have employed or made use of an artificial intelligence or other system (including machines, computers, software or other automated systems) designed specifically to defeat the system or you are found to have colluded or attempted to collude with other players in order to defraud JACKPOTLAND.COM (or other players as the case may be);

Therefore, as a result of the investigations that confirm your bonus abuse by collusion, your account (and any related accounts) will be closed and any winnings removed. Although we are entitled to forfeit your entire balance, your deposits will be returned to you.

If you disagree with the above, please follow section 17 of our website Terms and Conditions which gives advice to customers on how to appeal a decision of the casino.

Best wishes

If I understood right, "somebody" played like me and that is the reason they will not pay me. I am confused and really disappointed with this answer.

Posted on March 9, 2016

Hi there,

This customer was found beyond any doubt, via a number of technical, geographical and financial markers, to be engaging in bonus abuse via collusion with other customers.

Under guidance from our regulator, we are advised not to share the details of our investigations so as to prevent such people from refining their techniques in future.

Accordingly, this customer’s winnings were forfeited in accordance with our T&Cs – Section 5.1 (xxiv) and Section 16.1 (ix). Although our T&Cs allow for full forfeiture of customer balance (including deposited funds), given our intention is simply to undo the collusion attempts and not benefit from it, deposited funds have been returned.

The customer has been advised of the established dispute resolution mechanism as provided for in our T&Cs.

Best Wishes,

Posted on March 9, 2016

I think there is nothing more to do from my side.

I have played popular slots and games that probably every other player is playing right now.
Do not see where is problem if somebody from my country played at your casino.
You could say this for everyone who is playing at your site.

This case is unresolved and I will go on court with this complaint if needed.

Best regards

Posted on March 12, 2016

AGCC team consider this complaint unresolved. Casino management didn't present evidence regarding this case. We recommend to the player to seek further help with licence authority of Jackpotland Casino

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