Jackpotjoy – closed my account and retained my winnings
Found for the Player - Jackpot Joy have refused to discuss this complaint and provide factually inaccurate justifications about legality for doing so.
Hello The Pogg, I am reaching out to you because I have had an issue with Jackpotjoy which is lasting for about 6 months already. I signed up to Jackpot joy in February 2017. I deposited 100 GBP and played slots bingo etc. I was lucky enough to win nearly 4000 GBP. I then decided to withdraw my winnings to my card and was asked to send verification documents. I verified my account successfully but then my account was suddenly closed after placing the withdrawal request. I received the below email. I then realised that I have accepted a bonus upon registering and depositing but I don't believe I have breached any of the below terms and conditions they have mentioned in their email. I will very much appreciate if you can look into the issue and advise if you could help. Thanks very much
We are writing from Jackpotjoy to advise of the closure of an account in your name, with the username [EDIT].
Upon registering your account with Jackpotjoy, you accepted and confirmed that you would abide by the Terms and Conditions as set out – this applied to general site terms and conditions, and any applicable promotional/bonus terms and conditions.
Bonuses are provided for enjoyment and are there to reward our members. We have a zero tolerance policy towards bonus abuse and reserve the right to immediately close down any accounts which are deemed to be in breach of the terms and conditions of the selected offer.
Please note that abuse of the bonus can be deemed as, but not limited to:
a) Using multiple member accounts to claim a bonus more than once.
b) Using a bonus to place a wager or series of wagers that are each a high proportion of a playable balance, followed by a series of wagers to complete bonus wagering requirements at low risk.
c) Using a bonus to place a series of wagers of which a high proportion of single wagers are more than £10.
d) Intentionally depleting a playable bonus balance to expire the bonus, after which collecting winnings from pending slot bonus round(s).
Further to this we reserve the right to remove bonuses and any associated winnings from a members account that we suspect to be involved in bonus abuse. Information pertaining to this is detailed in section 13 of the Terms and Conditions of the site.
It is for this reason that we regret to inform that all winnings generated on your account have been void, and any deposits made refunded back to your registered payment method. Kindly allow between 3 and 5 working days for these funds to reach you.
Whilst we fully understand the disappointment this information will cause, our approach in dealing with this matter is consistent and in line with our competitors, and is supported by all external stakeholders.
Once again we would like to apologise for the disappointment caused. However, this decision is final and will not be changed.
If you have any further questions, you can find a range of answers on our Support Home Page http://jackpotjoy.custhelp.com. Alternatively, call our friendly Customer Support Team free on 0800 458 0770, available 24 hours a day.
With kind regards,
Jackpotjoy Gaming Finance Team
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