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Jackpot Wheel – Playthrough dispute

Ruling

Found for the Casino - We cannot help you resolve a problem if you wait until after you've chosen to play with and subsequently lost your balance before contacting us.

Read our Jackpot Wheel Casino Review.

Player's Complaint

I have included the letter I wrote to jackpot wheel casino below. The point I am trying to make is that if there is an active bonus then the system wont allow you to request a withdrawal. I was able to request my withdrawal and get confirmation for it because the bonus play through requirements had been met. Thank you for your help.

To Whom It May Concern

I was a slot player at your site, Jackpot Wheel. I really enjoyed the fact that you had so many slots that could be played on mobile. I joined with a free spins bonus and won 42.49. I took the 42.49 and won another 400 or so. I understand that there is always a wager requirement, and to keep track of it I go back to the cashier, click on withdrawal, and then click on the link that is in the box that says you are unable to make a withdrawal because you have an active bonus click here to see your active bonus. The click here link shows the total amount I need to wager, how much I have wagered and how much is still outstanding. I played on the slots until that box was not coming up when I went to the withdrawal tab. Then, knowing that the play through had been fulfilled I entered my withdrawal amount and submitted my request. I got confirmation, took a screenshot of it, and went on my merry way. Time went by and I checked back to see if the status of my withdrawal had changed from pending, but it hadnt. So, I chatted with a rep and was told that I needed to make a minimum deposit in order to make the withdrawal, so I did. Later I go to check on the status, and I see that the withdrawal had been reversed, and a new bonus of 42.15 applied to my account. Once again I go to live chat. The agent now tells me that I had not met the wager requirements for the free spins bonus and needed to wager almost 2000 more before I could request a withdrawal. I argue back and forth with 2 agents before deciding to give up and try to fulfill the new play through requirement. And in doing that, I lost all my winnings.

I keep thinking about that fact that Jackpot Wheel is wrong. If your system allowed me to submit the withdrawal, that alone is proof that I had met the wagering requirement. So Im asking Jackpot Wheel to reinstate my original withdrawal request of 230.00 to my Bitcoin wallet, which I feel is owed to me. Its what I won following your own terms and conditions. I cant believe that Jackpot Wheel did such a shady thing. I am not asking for my deposit back, just the original deposit request amount that should never have been reversed by your staff. Ive attached my screenshot of the original withdrawal request. I do also have screenshots of a couple of the chats, my statement showing the reversal, all the wagers I made after the free spins, and a few other miscellaneous items which I will send to you upon request. I look forward to your response.

Read the casino review

1 Response

ThePOGG
Aug 29, 2019

Hi sanantone - welcome to ThePOGG.com!

Unfortunately there's nothing we can do to help you in this instance. We could have intervened before you played your funds to discuss the withdrawal restrictions, but after you have chosen to play with and lost your funds there's nothing we can do to recover them.

Sorry we cannot be of further help.

ThePOGG

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Agreement

sanantone 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 Wheel
  • Genesys Technology N.V

August 28, 2019