Complaint #3 Jackpotland Casino

Stalling big win payment for over a month now!

By TPkarica

10 years ago

Hello,

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

Disputed Casino Jackpotland Casino

Reason Delayed payment

Amount €20000

Discussion

AskGamblers

• Support Team

10 years ago

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

TPkarica

• 1 reviews

10 years ago

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

Jackpotland Casino

• Representative

10 years ago

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,

Jackpotland.com

TPkarica

• 1 reviews

10 years ago

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

Jackpotland.com
"

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.

Jackpotland Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $4,423

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Jackpotland Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Jackpotland Casino Complaints

See all complaints for this casino

Waiting more than a week for a small withdrawal

I made a withdrawal of 20 $ at 20-mar-2016 it was pending 8 days . I have verified my account succesfully and I rceived info so it takes max 3 businnes days (now is 5 bussines days!) Jackpotland.com says that they have technical issues, but how can they take 7 days or more???. I have asked in live chat everyday and i get the same answer that they are working on it and asking for patience.

Resolved

$20

Delaying payment

Player from Finland here, so sorry if the English is bad! I made a withdrawal of 200 euros at 21-mar-2016 it was pending 7 days and now it even doesn't show at my account. I have verified my account succesfully and i have made 400 and 500 euros withdrawals succesfully. Jackpotland.com says that they have technical issues, but how can they take 7 days or more???. I have asked in live chat everyday and i get the same answer that they are working on it and asking for patience. Today i again chatted and they just closed the chat when i was asking about my withdrawal...

Resolved

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'.

Resolved

Refusing to pay citing on contradictory bonus terms

They are not paying because of confusing and contradictory terms. . In one terms it says 5 euro max, in others 10 euro max. I played slots with bets from 2 to 9. This is obvious trap, but I noticed my country name and allowed bet 10, so I played accordingly. Email I received: Thank you for contacting Jackpotland.com The term I explained is indeed in regards to the one you've stated, which is: " Players depositing from the UK, Romania and Croatia using the following payment methods cannot bet more than €10 in a single bet, spin or game round while completing wagering requirements, otherwise the bonus and winnings may be voided: E-wallets (e.g. Neteller, Skrill, Paypal), Prepaid Cards (e.g. PaysafeCard). " That rule, as advised earlier, applies for the cases where the 10% of the deposited amount exceeds €10 ( if you deposit €300 for example, 10% would be €30 ). To summarize, the rule sets an absolute cap of €10 limit for the players from these countries using the mentioned payment methods. The rule on slots for a maximum of €5 does not interfere with the above rule and the absolute maximum you can bet on slots, as stated in our terms and conditions is indeed €5. Due to the breach of this term, the bonus winnings were voided. Let me know if I can assist with further explanation. Kindest regards, Mario M. Jackpotland Support email: support@Jackpotland

Resolved