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Jackpot247 Casino - Payment taking forever

Complaint Info
Disputed casino Jackpot247 Casino
Reason Delayed payment
Amount £ 3000
Posted on July 18, 2014

Hi I've been a member of jackpot 247 for some time now and have spent thousands but fell lucky the other week and won £3000. I withdraw the money and think it will be in my account within 5 days. I waited the five days and with no sign of the money I rang jackpot247 to find out I had to send documents to verify who I am. I did this as soon as they told me and have been waiting to here something back for five days now. I ring daily to get the same answer which is that the accounts department will be dealing with the withdrawal and it's nothing they can do I just have to wait for a reply. After five days waiting for a reply. I'm starting to worry that I'm not goin to get MY money I don't see how the person on the phone just can't ring the accounts department and ask for an update. Is that much to ask when at the end of the day they are holding £3000 of my money

Posted on July 15, 2014

We have looked into the complaint you have raised.

We are sorry that you are unhappy with the documentation that we have asked you to supply and the associated delay to your withdrawal.

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.

Upon registering with the casino and making your first deposit we are required to carry out an age verification check using our age verification provider by using the details you have given, if the age verification check fails we would request documents from you in regards to this, however even when this initial identity verification check passes we would still require documents once you reach a certain threshold.

We do apologise if this has caused any inconvenience to you, We can confirm we are receipt of some of the requested documents and we can see that our customer support team have sent an email to you regarding what is outstanding from you, once we have received all that was requested we will be able to process your withdrawal as quickly as possible.

We hope this serves to answer your questions, if you do have any further queries please do not hesitate to contact our customer support team.

Best regards,

Jackpot 247

Posted on July 15, 2014

Okay well I have sent you All of the documents that you have requested so by what you have said above that should be everything you need to go ahead with my withdrawal. You wouldn't expect it to take so long with such a well known online casino maybe jackpot 247 should invest in more employees to solve the problem of waiting for a response for up to 7 days via email . Hopefully it will be sorted soon thanks.


Posted on July 17, 2014

We would just like to add that the withdrawal in question was processed yesterday. We hope this reaches your account soon, depending on the processes and procedures of your bank.

With best regards,

Jackpot 247

Posted on July 18, 2014

I would like to add that yes the funds have reached my account and thank you for resolving this issue

Thanks. Adam

Posted on July 18, 2014

That's great to hear, Adam, all the best and have a great weekend!

Jackpot 247

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