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All Jackpots - delayed payment

Ruling

Resolved - While All Jackpot casino were non-responsive to our efforts to discuss this complaint issue with them the player has confirmed they've received their funds.

Read our All Jackpots Casino Review.

Player's Complaint

Hi,

I’ve been a client of All Jackpots casino for many years. I recently won an amount over $7k. Understanding how the bonuses work, I played and played until I could withdraw most of it. I ended up with a withdrawal that was just over $5k.

I requested that withdrawal be done on April 3 and didn’t think anymore on it. After that, I continued playing as normal. I made several more deposits and won $1 k. I requested a withdraw of that $1 k on April 5th. None of that money has been released to me yet.

Skip forward to April 9, I contacted the casino because the money still had not been deposited into my ewallet. It was during that live chat that I saw the $5k withdrawal had been returned to me. I asked them what the issue was and they requested ID to verify my identity. I was upset because there was no email or phone call regarding their request for ID... Just a delay and a fund reversal.

I emailed my ID to them that day but ended up wagering $1k out of the $5k. Knowing that I did not want to lose all that money back to them, I stopped logging in while my remaining $4k money was available to be withdrawn.

On April 11, I was advised that the documents I submitted to prove my ID were accepted and my payment would be realeased. On April 12th I asked if they could expedite that. They replied no (which I expected).

On April 13 I asked why I still did not see my credit in my ewallet. They replied to me in April 14 to advise that withdrawal may take “24-96 hours to process”. It is now April 17 and I still do not have that money. I am concerned they’ll find another reason to hold onto my winnings and I’ll won’t receive them without taking legal action. I feel like their holding my winnings hostage and are looking for any reason to not pay them out.

Despite being a 10+ year customer to All Jackpots and a platinum member, I will never do business with them again! I strongly urge anyone gambling on this site to switch to a more customer focused and trustworthy company.

Read the casino review

6 Responses

ThePOGG
April 18, 2018

Hi ephebic - welcome to ThePOGG.com!

Before we go any further I need to make you aware that All Jackpots are part of a group who have historically refused to discuss complaints with this service and as such hold Not Recommended status. I will try to reach out to the operator but you should be aware from the outset that the chances of our receiving any useful response are low.

Thanks,

ThePOGG

ephebic
April 19, 2018

Thank you. I just wanted to submit an update: yesterday I contacted AllJackpots and was told my payment was in queue. It could take 24-48 hours to be released. Since I heard this same response on April 12, 2018, I decided not to hold my breath. I requested immediate account cancelation upon completion of my withdrawals and escalation to a supervisor so I could discuss this situation prior to arbitration. Their response only took a few hours but since I was at my wits end in dealing with this, I reported this situation to AskGamblers.com, eCogra, Kahnawake Gaming Commission, and ThePOGG. When a casino host replied to me, he explained how queues work (I guess the concept of a line up is difficult for some to understand) and assured me that my full withdrawal will be processed in 24 hours. Today I recieved the $4k withdrawal in my ewallet. Yayyy!!! Now it’s just down to the $1k withdrawal. I guess that one was requested by me after the $4k withdrawal. However, on the other hand, that one was never returned to my casino account so it should never have been held to begin with. I’ll update this case once I get that withdrawal and advise everyone of the closed status. I still plan on closing my account after this experience and still would not recommend anyone gamble at All Jackpots. I did want to thank AskGamblers.com, eCogra, Kahnawake, and the Pogg for your assistance and support. Without your backing, I don’t think this situation would’ve been resolved as quickly as it was. Even if that resolution is just partial, it’s still the largest amount owing.

Updated balance: 1048.55

ThePOGG
April 20, 2018

Hi ephebic,

Thanks for the update. While we've not heard anything back from the operator at this stage it's great news to hear that the issue has moved forward in a positive direction.

We will be holding this complaint open for you until you confirm that you've received the FULL balance so I would appreciate it if you could update us again when you receive the next instalment.

Thanks,

ThePOGG

ThePOGG
May 1, 2018

Hi ephebic,

Have you received the rest of your payment?

Thanks,

ThePOGG

ephebic
May 1, 2018

Hi, I actually just got it. I had to contact them twice and escalate it again, but it was finally released to me on April 27th. The last host I spoke to felt so bad about my experience that they've loaded me down with freeplay and bonus offers. I've had one more win since then and had no issues with the withdrawal process other than it taking 48 hrs. Thanks for all your assistance with this! :) [EDIT]

ThePOGG
May 3, 2018

Hi ephebic,

I don't feel we were much help really but thank you for letting us know that the issue has been resolved - it is appreciated!

All the best,

ThePOGG

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Agreement

ephebic consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

April 18, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.