unclaimed offers
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

ThePOGG.com – your source for reliable information about online gambling.

  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site

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.

Player's Complaint

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

Dear [EDIT],

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

Read the casino review

3 Responses

Sep 01, 2017

Hi Nikolr561 - welcome to ThePOGG.com!

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



Sep 29, 2017

Hi Nikolr561,

Having spoken to JackpotJoy regarding this issue they've been clear that they will not discuss complaints with anyone other than their approved ADR service eCOGRA.

It should be noted that they gave us factually inaccurate information about both the Data Protection Act and their UKGC license preventing their discussing complaints with 3rd parties to justify their refusal to discuss this issue. This is absolutely inaccurate and their staff should be better trained than this as the information they've given out misrepresent their chosen internal company policies as legal barriers.

All we can recommend you do at this point is contact their ADR eCOGRA.

Sorry we cannot be of more help,


Sep 30, 2017

Thank you so much for your time investigating my issue. I appreciate you advise and I will make sure to contact eCogra hoping they will contact Jackpotjoy and sort this issue out.

Thanks for everything again!


Leave a Reply

You must be logged in to post a comment.

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.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.