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Jonny Jackpot - Wrong wager
Ruling
Resolved - Both the submitting complainant and Jonny Jackpot Casino have informed us that this issue has been resolved and the player has received their funds.
Read our Jonny Jackpot Casino Review.
Player's Complaint
Hello! 4.3.2022 I made a 50€ deposit with a 100% bonus and the wager was 50x35=1750€. I played rich Wilde and the tome of madness slot with 2€ bet and got the max bonusfeature, 7 spins. I pressed the play button and got an error message and was kicked out of the game. Got back to the game and the bonusfeature was gone. Did not make any bets and contacted live chat. They transferred the case to relevant department and couple of days after I got email that the game provider informed that the winnings from the bonusfeature was 199,00€ and it was credited to my account. Here the problems started. The win was credited with its own wager! 199,00x35=6965€. Now at this point I was wagered down to 27,55x35=964,25€ but because of this wrongly added credit it is now 964,35+6965€=7 929,25€! a week a go the relevant department stopped to answer me and the live chat can't help me. They can only send the issue to relevant department and they don't answer.. I have not got any explanation why the win is on its own wager. In bonus terms it says "Any winnings that occur from wagers made from a player's bonus account are credited to their bonus account, however, the wagering requirements only apply to the original bonus amount as bonus money obtained from winnings is not subject to wagering requirements. Therefore, once that requirement is met, all bonus money is converted into cash" and that is how it would go if the error would not happen. Now because the error the win was credited to it's own wager, reason unknown. For two weeks I have tried to solve this and the bonus is going to expire soon and bye bye to the credit. Need help please
3 Responses
Hello! They fixed the issue and the wager is now correct. Thank you for your assistance. Case is closed
Hi MKA,
Thanks for letting us know - it is appreciated :)
ThePOGG
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Agreement
MKA 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
March 17, 2022
Hi MKA - 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.
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG