Complaint #71 Jackpot247 Casino

Payment pending too long now

By TruckerAds

8 years ago

I joined jackpot247 on 2/4/18 after seeing live roulette on TV, I deposited £20 (may I add they swiftly toke this from my bank account) but now i decided to withdraw £80 I had won and all I'm getting is pending payment

I was asked to send documents which I did, I was told the account would be verified within 24 hours that didn't happen, I've asked several times what's going on as I'd like to play live roulette but knowing if I potentially win I can withdraw winnings, I still don't know

Unbelievable poor customer service I'm surprised they have any customers left fast to take my deposit but slow if at all to pay out,

I feel like banging my head off the wall I've sent the required documents so why not approve my account? I can understand jackpot247 are in this business to make money and not lose but if a player wins fair and square they should pay out of course.

Disputed Casino Jackpot247 Casino

Reason Delayed payment

Amount £80

Discussion

AskGamblers

• Support Team

8 years ago

Dear @TruckerAds,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Jackpot247 Casino

• Representative

8 years ago

Hi TRUCKERADS,

My name is Roger and I am a Jackpot 247 Customer Support Manager.

I have looked into your complaint, and have emailed you a detailed recap and explanation through our system, which you should have received in your registered email.

I will not be able to go into detail here but will do my best to help shed some light and reassure this and all customers about our security and professionality.

It is our standard procedure to verify all accounts, and this is why documents were requested. It is also part of our security procedure to exchange communications exclusively via the email address registered on the Jackpot 247 account, and I am afraid that here is where the delay was created. As you had confirmed to our support, there had been some change in your email address, due to which we had a mismatch in our records.

However I can confirm, that once this was clarified and therefore we could then proceed to receive documents in a safe and secure way, on the 8th April at 16:31 CET, these were checked, approved and you were informed via email of documentation approval on same day at 16:38 CET.

The withdrawal was also processed on that same day 8th April, at the very same instant, and also at 16:38 CET we informed you via email that withdrawal had been processed and funds had been sent, explaining that these would be received within 3-5 Banking days.

Since then, we have not received any further contacts from you informing us of any delay or payment not being received by your Bank, and should this be the case I kindly ask you to contact our support so that we can investigate further.

Please allow me to apologize for any possible misunderstanding and dissatisfaction, and also let me reassure you that our aim is to provide a fun and entertaining journey on our our site.

Best regards

Roger

Jackpot247 Casino Complaint Stats

Resolved 30 / 32

Avg. Amount $2,028

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Jackpot247 Casino Complaint Summary

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

So far, 27 out of 29 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Jackpot247 Casino Complaints

See all complaints for this casino

A week with no reply after requesting a withdrawal

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)

Resolved

£850

Will I get my £1,000 on time?

I made a withdrawal for £1000 on my account on Saturday. The withdrawal seemed like it had been approved, the funds have left my account, not knowing I had an email from you telling me to verify my account and send some documents. I have sent these documents this morning. I want to know how long these issues usually take to resolve and when I should actually receive MY money? I think it is completely ridiculous that you will allow me to carry on depositing and taking money off me whilst this verification process is going on but need all these security checks when it comes to withdrawing my money back. Ryan < surname removed >

Resolved

£1,000

Stalling verification and payment

So last week I signed up to Jackpot247 after seeing them on ITV. I made a couple of deposits of £1,400. I played some roulette and made three withdrawals of £780, £1010 & £1,000 which have been pending since then. I got in touch with customer support who asked me to send my documents in to be verified, which I did. I was told verification takes between 24-72 hours. I called in yesterday to check the progress and I was told that my account would be verified by the end of the day. I woke up this morning checked my emails and to my surprise still no email to confirm that my account has been verified, I log into my online account and it still has not been verified. I call in to "customer support" to ask whats going on and the lady I spoke with said my account will be verified today. I explained to her that I was told the same thing yesterday and her response was "No he didn't say that to you". So I am being called a liar by "customer support"?! I have been gambling online with various different online casinos and this is the first time I have had such an experience with an online casino! There was once a casino I played online with who verified my documents instantly! while I was on the phone to them. I have been reading a lot of reviews online about this casino and now i'm starting to worry as I have seen a lot of these cases. avoid playing with this casino.avoid avoid avoid!

Resolved

£2,790

Withdrawal complaint

I won £5500 on the early hours of Monday morning on the Tuesday night I had to send copy of my passport bank card proof of address I did all that I then phoned on the Wednesday and they saying they waiting for managers approval . I've emailed today and had no reply . So phoned and keep getting told the same thing .

Resolved

£5,500

Non payment of 2000 GBP

I am writing to complain about this website as they are not paying me the money they owe, they have me jumping through hoops and I have done everything they say yet they still won't verify my account and deal with my withdrawal of £2,000. I have sent everything they have asked for in post and email and they just keep lying about not receiving my posted document and also coincidentally they are claiming issues with there inbox now. It sounds like a scam but I have deposited over a thousand pounds into this company, if they were never going to pay they shouldn't take my withdrawals. I am looking into legal action now but be very careful with this site. I am sick of waiting for my withdrawal to come through. I hope this helps sort things out because it is getting beyond a joke. It also appears I am not the first person to have this issue with Jackpot 247

Resolved

£2,000

Delayed payment from Jackpot247 Casino

I Joined jackpot 247 in Aug 2014. Was asked to provide Identification (3 different documents) on 5th October 2014 as I had won a smaller amount and requested a standard withdrawal that had not been a problem for me at other casino's. This is where my problems began. I asked where my withdrawal was and received a reply on the 14th Oct indicating one of the documents had expired, that was obviously fine so sent the new driving licence and heard nothing at all about my win again despite numerous emails was met with a wall of silence. In June this year decided to give the site another go after still receiving all of the bonus offers through email, I was asked for further identification at this time which bizarrely included a picture of myself holding my ID. (I've since found out after reading this is becoming more common) Anyway I adhered to this and sent the request. After spending large sums of money (stupidly on my part) recently Sept '15 won a very nice amount for £5025. I completed the terms and conditions of the promotion and made a withdrawal for £2000 on 21st Sept and that was that or so I thought. I on the 26th Sept after hearing nothing sent a polite reminder asking for an update with my withdrawal and was met with a response indicating "kindly note your account is under review by management" on the 26th Sept this year and after a further follow up email again have been met with a wall of silence. I hope to have a resolution to my withdrawal as I'm not sure what steps i can take from here.

Thankyou

Unresolved

£2,000

Account verification issues

I have recently tried to verify my account with Jackpot247, I believe the copies of my debit card and passport have been accepted, however when I send my proof of address I keep receiving a reply saying 'this does not show the information we require'.

I have provided them with a copy of my pay slip and a copy of my bank statement I requested by post - which both include my address and date. I do not understand what is missing from these documents, or if it the quality of the images which is at fault.

I had previously mentioned at this address I do not pay the utility bills or have my name on the mortgage so will be unable to send any documents of this nature but was advised the payslip or bank statement would be acceptable.

This, of course, is delaying the withdrawal of £315 I now initially made a couple of weeks ago.

Please can anyone advise?

Many Thanks,

Kyle < surname removed >

Resolved

£315

Jackpot247 Casino stalling £2477 payment

I have been owed £2477 by the casino for many months now. I fulfilled every one of their requests and have no idea why they have not yet paid me. Please tell me when I can expect payment. Thanks

Resolved

£2,477

Not willing to cooperate

Hi My problem is that I have moved back to my home country and wanted to update my account - change adress, Have sent them my passport and utility bill with new adress but Jackpot247 Casino Support thinks that they are god`s and they shouldnt answer to emails, I have wrote about 12-15 emails have received only 1 reply that they need my old adress bill, but how I can provide that if I have moved to another country almost year ago? I have 60 pounds struck there, could someone please help me sort out this problem? Regards E.K