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Jackpot Village - Withdrawal Not Paid Out

Ruling

Resolved - Jackpot Village Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Jackpot Village Casino Review.

Player's Complaint

I have been a member of Jackpot Village for almost two years. I registered with my RBC account info and have never changed my banking info. During the time I've been playing, I've received several withdrawals without issue.

On April 19, I requested to withdraw my winnings of $200. One week later I received an email stating that my withdrawal failed and to submit a bank statement so it could be processed. Over the next week and a half, I made several inquiries as to the status of my winnings without any response. I then received another email saying that the withdrawal failed again and to provide n alternate bank statement. I asked repeatedly why previous withdrawals went through but this one hasn't. I never received a response. I spent numerous hours with Chat Support who couldn't tell me anything and referred me to email [email protected]

It is now one month later and I still have not received my withdrawal. I have instead received an email stating that it was paid on May 4 and that it could take 10 days even though I received an email on May 12 requesting the alternate bank statement. This situation has been extremely frustrating . I no longer trust this casino and I'll never play it again! The folks working in their Finance and Support Dept are constantly providing inaccurate info as to this issue. I hope you can help resolve this matter. I have all the emails as proof my winnings have not been paid.

Thank you

Read the casino review

4 Responses

ThePOGG
May 18, 2020

Hi missangelique - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
June 26, 2020

Hi missangelique,

Our understanding is that your withdrawal has now been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG
July 2, 2020

Hi missangelique,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
July 10, 2020

Hi missangelique,

If we haven't heard from you by Friday the 17th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

MissAngelique 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:

  • Jackpot Village
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

May 18, 2020

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.