Jackpot Grand - won't pay me

Hi viniz113 - welcome to ThePOGG.com!

I'm going to ask you not to play again for the time being. I'll talk to Jackpot Grand casino and I'll see what I can find out.

Thanks,

ThePOGG

Hi viniz113,

Just to let you know that I am still chasing this issue but am yet to receive a response from Jackpot Grand.

I'll continue to pursue them and let you know if I hear anything useful.

ThePOGG

Hi viniz113,

I've just heard back from Jackpot Grand and they've acknowledge that your first withdrawal attempt was indeed declined. They've request that you submit another withdrawal. Obviously this doesn't explain why your withdrawal was declined and could just result in the same issue again, but crucially they haven't suggested any security concerns with your account being the reason for the original withdrawal being declined which suggests that they do intend to pay you.

I will say I'm reading into Jackpot Grand's behaviour here so could be wrong, but at the present time I see no reason to assume you won't get your money.

What I'd like you to do is resubmit the withdrawal request and in the meantime I'll try and get more information regarding why your initial withdrawal was declined.

Thanks,

ThePOGG

P.S. Please let me know when you've submitted your withdrawal request.

ThePOGG

Hi viniz113,

I think we've got to the crux of the issue. My contact at Jackpot Grand has asked me to quirie your withdrawal with you. They're under the impression that you winnings were made from a No Deposit Bonus? If that's the case the maximum that you can withdraw is 5x the bonus amount as detailed in the following term;

"9. Any free money given without requiring a deposit, e.g. a Non-Deposit Coupon, loyalty bonus, comps, VIP bonus, vanity card, manager deposit, competition/tournament prizes, compensation bonus, inconvenience bonus, birthday bonus etc. (unless otherwise stated) will have a maximum cash out of 5x the bonus given e.g. $50 given; max cash out = $250 (Random Jackpots are also included)."

This would make sense as this would result in your previous withdrawal being declined, though it could have been handled better by simply explaining the situation rather than ignoring your emails.

Please confirm whether this is the case and we can review the amount that you can withdraw.

Thanks,

ThePOGG

Hi viniz113,

I've had a follow up from Jackpot Grand.

You are indeed right, it was not a NDB that you claimed and as such as far as the Jackpot Grand rep and I can see you should be entitled to be able to withdraw the full balance.

Your withdraw is however still subject to the completion of a security review. I have no details as to what's triggered this review, though I'd guess that something leads the casino to suspect you account may be associated with other account.

There isn't any getting round this review. At it's conclusion you're either going to be allowed to withdraw your full balance or I imagine your deposit will be returned to you. Nothing I can say will speed up this process and I'd advise extreme caution in any communications you have with the casino. You want as favourable an attitude taken as possible during this process so being polite and cooperative would be highly advisable.

Could I ask you to confirm what date you initially received the email stating a 90 day review period? When I have that I'll be able to track when this issue should be concluded by and at it's conclusion, if an undesirable result is reached, I'll go back to the casino to discuss their justifications.

Thanks,

ThePOGG

Hi viniz113,

Can you forward on the first email you received notifying you of the 90 potential of the investigation. That would be the first day of the 90 and as such defines when this period would conclude.

Thanks,

ThePOGG

Hi viniz113,

The email you forwarded is just a stock customer service response regarding normal withdrawal times.

As we've been informed that the review could take up to 90 days, the earliest date I have where I can confirm the start of the investigation is the 23rd of July. As such the 90 day date would be the 21st of October. I wouldn't jump the gun until the investigation is completed.

ThePOGG

Hi viniz113,

I've emailed my contact at Jackpot Grand's affiliate program and will try to get you a clearer answer regarding when the 90 day investigation will conclude.

I'll let you know as soon as I have any useful information.

Thanks,

ThePOGG

viniz113 has confirmed that they've received notification that a payment of $1500 is being sent from Jackpot Grand. This is $400 short of the $1900 requested, but likely in line with the maximum withdrawal for their VIP level at this group.

I'm going to hold this complaint open until viniz113 confirms receipt of the full balance.

ThePOGG

Hi viniz113,

Thrilled to hear that you've received $1500. Let me know when the other $400 hits your account.

Rather than the offered kiss - and as much as I appreciate the offer - you could always click any of our social media buttons or simply remember to come back next time you're looking for a new casino to play with ;)

ThePOGG

Hi viniz113,

Can you confirm whether you've received the second instalment of your withdrawal?

Thanks,

ThePOGG

viniz113 hasn't got back to us so I presume they've received the second instalment of their withdrawal. If that's not the case they can feel free to get in touch and I'll chase this up.

ThePOGG