RESOLVED - Jonny Jackpot - missing withdrawal

Hi kaydesse - 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.

Please quote the last communication you received from the operator.

Thanks,

ThePOGG

Hi kaydesse,

I'm following-up on the above?

Thanks,

ThePOGG

Hello I have sent them everything that they have asked for, how is this right , I have played this site and when it comes to me depositing money it seems there is no problem taking my money then when I win I’ve been trying to withdrawal since february, I don’t understand what u are asking from me, I have sent in my documentation bank statements I don’t see why it’s taking this long for my withdrawal and Malta gaming sent me to u guys so could I please have an answer to where my winnings are? I have been very patient I have just sent Jonny jackpot (for the 4th time), my up to date bank statements, and I still haven’t heard from them, that was 4 days ago... thank you

Hi kaydesse,

We're not asking for anything complicated, simply quote the last email/live chat interaction you received from the operator.

Thanks,

ThePOGG

Hi kaydesse,

I'm following-up on the above?

Thanks,

ThePOGG

This is the last email I got from Jonny Jackpot and it was on April 20/2021 and I replied on April 22/2021.

Dear [EDIT],

Thank you for the documents you have sent.

Please be advised in order to better assist you with your query we require an electronic copy of your bank statement that clearly shows the transaction dates as well as debits/credits on your account.

Please note we require bank statement from the 22nd of February to Date.

Once we receive this we will be able to assist you further.

Kind regards,

Accounts Team

Jonny Jackpot

https://www.jonnyjackpot.com

Email: [email protected]

Live Chat available on: https://www.jonnyjackpot.com

18+ Please Bet Responsibly - We believe in Responsible Gambling.

For more information go to: www.gamblingtherapy.org

Maddie (Jonny Jackpot)

Apr 22, 2021, 9:48 UTC

Dear [EDIT],

This email serves to confirm we have received your documentation.

Thank you for providing us with the necessary documentation, we will be sure to forward this to the relevant department for review.

Do keep in mind that documentation may take up to 2 business days to be verified. If any further documentation is needed, you will be contacted via email.

Should you require further assistance please do not hesitate to contact support via live chat or email. For your convenience, we are available 24/7.

Kind Regards,

Casino Support

I then replied two different times, (shown below), the first time with my up to date, electronic bank statements because that’s what they would ask for again and the second time just asking if anyone was there because no one ever got back to me.

First response from me:

[EDIT]

Apr 22, 2021, 9:00 UTC

BMO Bank of Montreal Online Banking.pdf

Attachment(s)

BMO Bank of Montreal Online Banking.pdf

http://www.jonnyjackpot.com

Email: [email protected]

Live Chat available on http://www.jonnyjackpot.com

18+ Please Bet Responsibly - We believe in Responsible Gambling.

For more information go to www.begambleaware.org

Second response from me:

Hello it has been over a week since I sent you my bank statements, what is going on?

I still haven’t got a response from them...

Hi kaydesse,

The operator informs us that they are waiting for you providing a full bank statement showing transactions from the 20th of February onwards. Please note that a screenshot of a section of a statement cannot be used.

Please let us know once you have submitted this.

Thanks,

ThePOGG

I have submitted this plenty of times already I’ve went right into my bank and got bank statements, I’ve went on my online banking and downloaded my bank statements and sent it to them and I’ve taken screenshots of my bank statements and sent it to them, I don’t know what else to do...

I just submitted an electronic copy of my bank statements, once again, dated from February 1, 2021 to now. Thank you.

Hi kaydesse,

Please forward the statement you submitted to [email protected].

Thanks,

ThePOGG

Hi kaydesse,

I'm following-up on the above?

Thanks,

ThePOGG

Hi kaydesse,

If we haven't heard from you by Friday the 6th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG