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Jonny Jackpot - False advertising

Ruling

Found for the Casino - When you accept a bonus you are subject to the bonus restrictions from the point that the bonus is added to your account until you meet the terms of the offer.

Read our Jonny Jackpot Casino Review.

Player's Complaint

I arrived at Jonny Jackpot to see what their bonus would look like. Both the Finnish and the English promotion text told me that my real money balance and my bonus would be kept separate. The Finnish version said I'd only have to wager THE BONUS 35 times, whereas turns out the English version mentioned the deposit as well.

I went on to redeem the bonus, thinking it was a non-sticky bonus (because of funds being kept separate as well as wagering being only for the bonus). I would not have redeemed the bonus if this weren't the case.

I signed up and saw my real money balance being 50 and bonus balance being 50. I continued to play until my real money balance was 300.08 and bonus was still untouched at 50.

When I tried to withdraw, the site said I still had wagering to do. I contacted support and they said the same. I was dumbfounded and angry.

In disbelief, I continued playing and won around 50 euro more but still could not withdraw. Finally I lost everything.

I am appalled by such false advertising and would like to be compensated. Many other White Hat Gaming casinos do indeed have non-sticky bonuses (Slot Planet and Fruit Planet, for example), so I fully expected this one to have as well due to the mention about funds being kept separate. Just take a look at the homepage banner for the bonus.

I tried talking to support as well but they just said things like "I know that losing isn't fun," which was kind of nasty. I also even told them to close my account as I was so angry.

Please help, Pogg! I have visited hundreds of casinos and know shady false advertsing when I see it.

Read the casino review

3 Responses

User icon
thepogg
August 27, 2021

Hi slotsfan- welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

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.

Sadly there is nothing we can do to help you in this instance.

Firstly, the wagering requirement IS different for UK players and non-UK players, hence the difference between the English/Finnish versions. One is 35x(deposit+bonus) the other is 35xbonus.

However, that's not actually the issue here as you are not complaining about having to complete extra wagering. Your issue is that you wanted to withdraw before completing the wagering requirement.

While this bonus structure is required under the UK licensing system, it is not required under any other licensing system and unless the terms and conditions explicitly state that bonus restrictions do not apply to wagers placed with deposited funds, then the restrictions apply to all wagers until such time as the bonus conditions have been met.

Sorry we could not be of further help.

ThePOGG

User icon
slotsfan
August 27, 2021

But how can they say bonus funds and real money are being kept separate when they are totally connected? Saying that they are separate means that you do not have to complete the wager.

User icon
thepogg
August 28, 2021

Hi slotsfan,

They are kept separate. They are simply both covered by the bonus restrictions. Saying they are "separate" does not in reasonable interpretation of the word/phrase stipulate that deposit funds are free from bonus contract restrictions. A clear statement that deposited funds are not subject to the restrictions would be needed to define that. The separation of bonus and deposited funds, and indeed the terms directing the order that funds are used in, are there to prevent players playing down bonus funds then looking to cancel the bonus to withdraw their deposited funds without restriction.

Sorry we cannot be of further help.

ThePOGG

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Agreement

slotsfan 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:

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

August 26, 2021

United Kingdom country flag

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.