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Jackpot Village - Unfair rules


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Jackpot Village Casino Review.

Player's Complaint

I was promised to get the refund from the casino after I had sent all required documents, but I haven't heard from them almost two weeks. The complain is about why it is very easy to register (just a simple form) and to make the deposit without any limits for start playing, but when you want to make a withdrawal there are a lot of requirements such as limit of money, copy of passport and proof of residential address, waiting 48 hours for approval and etc. For compulsory gambler it is no help from casino side, just only losing all money. It is unfair rules according gamblers without control. And one thing more, how could I be allowed to gambler here if I had been blocked from the gambling on the internet a year ago.

Read the casino review

3 Responses

User icon
June 2, 2020

Hi sbdama - welcome to!

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 – and the terms of use for our complaint service here -

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).

– 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.

To answer your question - security checks are required before an operator processes a payment as they would be breaching various laws and regulatory requirements if it was to come to light that they had sent funds to a party that was engaged in any form of illegal activity. These legal restrictions do no exist in the same fashion when receiving payments.

Next - have you played down your balance?

Where did you "block from the gambling on the internet"?

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.



User icon
June 9, 2020

Hi sbdama,

I'm following-up on the above?



User icon
June 16, 2020

Hi sbdama,

If we haven't heard from you by Friday the 26th of June I'll assume you no longer need our assistance and close this complaint.



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sbdama 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

June 2, 2020

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