Jonny Jackpot - WITHHOLDING WINNINGS

Ruling

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.

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Player's Complaint

21/02 i made a withdrawal request of 210.00

23/02 received email informing withdrawal was processed via paypal. (this is instant i have withdrawn many times and soon as they process it it is there in paypal)

24/02 I find out that my paypal account has had a limitation active on my account because my balance had gone too -40.00. they requested i added funds to clear the balance and send in id etc before it would be lifted. that limitation meant no incoming out going payments would be made. couldnt do anything. I didnt have 40.00 to make it right. i said i had a payment coming which would cover it, if you take the block off the negative balance would be rctified. They refused that offer. said i needed too put 40.00. so i asked if they could see a payment of 210.00. They said they couldnt see any payments incoming until the block was lifted.

24/02 i email jonny jackpot asking if the payment of 210.00 had been returned and explained why. they replied straight away and said that they can confirm the funds were accepted on 23/02 and too allow 2-5 days to show in account

i though well thats good cos as soon as i put 40.00 into paypal the limitation will be lifted and the 210.00 jonny jackpot money will go in straight away. (i was getting paid on 26/02 so knew it would all be sorted then

26/02 I had paid paypal first thing and was waiting for the block to be lifted. i was told 24-48 hours

26/02 10.39am Received an email from jonny jackpot accounts team (emails are not signed off by the persons name just the department, they will say they do it cos of shifts but in this case and im sure in many other instances if a name had been put it would have made life a lot easier. It said they were iforming me thst the withdrawal of 210.00 had failed and that i needed to contact paypal to resolve the issue. i replied straight away saying i wasnt suprised and will inform them when the block is lifted and they can send the money again. said 48 hours max - no reply but didnt really need one

26/02 11.58 emailed jonny jackpot to tell thenm my paypal account had been sorted and it was fine to send the money over

26/02 sent another email stating the same/ thing as no response and of course no money !

since then i have emailed - no response. I have connected through live chat now i think 4 times in total. I get told the same thing the relevant team will be in touch. a couple of those time they have then requested documents. I have sent all that is asked for straight away. This morning was the last time they asked for docs. They needed an email confirmation from paypal no payment of 210.00 had been received. That was emailed straight away. sp about an hour ago i got on the live chat once more. As usual was told the relevant team would be in touch. said that was not acceptable. and the final statement was the relevant team will be in touch during the course of next week! I said that is not acceptable and that i would be making an offical complaint

Now i know this has only been going on for a few days but what makes me so angry and why this is totally unacceptable is this: It was Jonny jackpots accounts team that emailed ME to say the withdrawal had failed!! So if they knew that then that must mean they got the money back from paypal otherwise how the hell did they know it had failed. Believe me I have asked this question to all of their agents and they do not answer the question just blatenly ignore it - which is the most frustrating thing in the world. because they obvisouly know they have the money and i didnt get it. If anyone elsee can think of another reason why they would have emailed me then i would love to hear it please.

On my actual account on their website it shows that its complete, paid, done and dusted. So they told me it had failed yet they havent changed it back to pending or even better paid me, yet they want confirmation from paypal!! Doesnt make sense.

Lastly what i find disgusting and disappointing is the fact that since i emailed them on 2602 to tell them they could re send the money i havent had a single email from them. i have to chase it each time they requested new docs two of the times why the hell had they not emailed and asked me for them

2602 pm i ended up on the chat speaking to i believe a team leader. She assured me that when accounts team started in the morning that she would make sure this got looked at. Thursday

2702 i had a migraine all day. at 9pm i checked paypal nothing there, checked my email, nothin not a single email. even though in the automatic email response it had said 24 hours max they would respond. I couldnt believe it. If there is a problem then tell me, I might be able to help. Have they lost the money? I just dont understand what could possibly take this long. Surely all they would need to do is check the bank account search for a credit for 210 between 2302 to 2402 that is it. so why on earth is it taking all this time to give me my/money back. Whilst they have my money and it shows as they have paid me it then surely they are stealing from me. This aviodence and total lack of communication is bang out of order and more so it makes you feel very confused as to what they are hiding.

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