Jackpot 247 - took my winnings accusing me for having another account with them

Ruling

Found for the Player - Jackpot247, who are now part of the Betsson group, have been entirely unresponsive to our efforts to communicate with them.

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Player's Complaint

Hi,

A couple of weeks ago I signed up to Jackpot247. Upon depositing, I was prompt with a pop up showing me a welcome bonus which I could either accept or reject. I accepted it and began playing on their slot machines. Within 2-3 days I turned the deposited 200 GBP into 3980. I placed withdrawal request for 1500 and was then asked to send documents. I sent all requested documents and 1 week later my account was frozen and I received an email saying I already had an account with Jackpot247 (which is not true) and because of that my winnings were removed. I have never had account with Jackpot247 and I was surprised to see this email coming from them. Please see below the email I received

"Thank you for playing Jackpot247.

Please note that upon reviewing your account, we noticed that you already have an account in our casino and had already received the free sign up bonus. As mentioned in the welcome bonus terms of use, this promotion is only available to first-time registrants and once per person, household or IP address. Therefore, casino management has decided to remove your accumulated winnings.

We apologise for any misunderstanding and thank you for respecting the mutual interests of fair gaming at Jackpot247."

Currently my account is frozen and winnings are removed. I will be thankful if you can look at it and see if you are able to resolve this confusion.

Thanks and Regards

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