Jackpot Lounge Casino - Player’s withdrawal has been delayed due to account terms dispute.

I joined Jackpot Lounge on 12 April 2025.

I used the welcome bonus and upon meeting the wagering requirements, my balance reached €10,000. I went to withdraw but received an email from them:

"Following a review of your account, it has been determined that you breached our Terms and Conditions, specifically in relation to the maximum bet limit as set out in our Welcome Offer."

It seems the term in question reads as follows:

"The maximum bet for any of your bonus funds is limited to € 5.00. Should you bet higher than this using your bonus funds, you revoke such bonus funds and any winnings, and they shall be removed from your account."

I bet a mixture of €5 and €10 stakes on slots and responded by saying that I believed I did not breach the terms. This was on the grounds that they only refer to there being a maximum stake of €5 when using bonus funds. It clearly implies that this restriction does not apply when using cash funds. Furthermore, it is evident that cash funds are separate from bonus funds and that cash funds are used first (and any winnings at that stage go to the cash funds balance), so I quite clearly did not use bonus funds. (This can be seen clearly on the screenshot attached where the cash funds balance is €9143.00 and the bonus funds balance is €777.00.)

In reply, they said:

"We’ve reviewed your gameplay session in detail. While we appreciate your point regarding betting from your cash balance, it’s important to clarify how our Welcome Offer Terms are applied, especially when a bonus is active on the account. When a bonus is active, the maximum bet limitation applies regardless of whether the stake is made from the cash balance or bonus balance. This is because the bonus terms govern all gameplay during the bonus period, until wagering is completed. This is in line with the Promotional Terms and Conditions. https://jackpotlounge.com/promotional-terms-and-conditions/"

I responded:

"Your statement is that 'When a bonus is active, the maximum bet limitation applies regardless of whether the stake is made from the cash balance or bonus balance'. This would be fine, except that nowhere in the T&C is this wording stated."

Their latest response is mostly the same as previous and I feel did not rebut my claims. (Full email exchange attached.)

The casino have offered to return my deposit after completing KYC, but I do not wish to do this yet lest they assume this action means I accept their gesture.

Dear dsp99RF,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I found this:

10.The maximum bet for any of your bonus funds is limited to € 5.00. Should you bet higher than this using your bonus funds, you revoke such bonus funds and any winnings, and they shall be removed from your account.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina

Thank you for trying to help me with my complaint.

My complaint rests on the fact that I made my bets with cash funds rather than bonus funds (one could maybe also argue that the software in place should prevent bets exceeding the maximum allowed but I'm guessing this is not a mandatory requirement).

I have checked the game history and it runs to almost 200 pages. Maybe you could request it from the casino directly, although I doubt it would help my case somehow.

The text attachment I provided with my first post contains all the relevant communications but please let me know if you need any specific information from me.

Thank you very much for your reply, dsp99RF. Unfortunately, the game history is essential evidence to move forward with this case. If you are unable to download it from your player account, please reach out to casino support and request that they provide it to you. Thank you.

Hi Kristina

I have emailed Jackpot Lounge just now requesting the information you are asking for, which I will in turn forward to you.

I have just received an email from Jackpot Lounge, but I don't know what to do next. It appears that they won't provide me with any more information. Should you intervene here, or should I contact the ADR eCogra as per their recommendation?

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Email follows:

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Dear , 

Your correspondence has been escalated to the Complaints Team. Your complaint Case number is #2025050601. 

We have reviewed your correspondence, and our position remains unchanged with the offer of the return of your initial deposit in line with our terms and conditions once you provide the required KYC documents. 

At this stage, we will not enter into any further correspondence with you regarding the matter. 

We would also remind you that should you wish to escalate this matter further, you must follow the approved complaints process as outlined in Term 13 of the www.jackpotlounge.com/terms-and-conditions/. 

The response of the Complaints Team, known as Stage 3, represents the final stage of Procedure for all complaints. Your options regarding ADR providers are outlined below. 

 

Should you remain dissatisfied in relation to a dispute, you have the option to escalate the matter externally via our ADR provider, eCOGRA (the "ADR Provider"). We will be more than happy to liaise with the approved Alternative Dispute Resolution (ADR) provider providing all details as necessary.

 

There is no charge to you for referring your unresolved dispute to the ADR Provider. For any referral made to the ADR Provider, the ruling reached by the ADR Provider will be considered final by all parties. 

 

The form for the eCOGRA ADR service is available here: https://ecogra.org/forms/adr-dispute-step-1 

Best regards, 

Complaints Team 

So I reviewed your case again, even without the game history, and based on your description in the first message, you indicated that your bets ranged between 5 and €10. When I checked the casino's General Bonus terms and Welcome bonus terms, I noticed two key terms:

Bonus funds are subject to wagering requirements before they can be converted to cash and withdrawn. Wagering is 35 times the total of bonus funds and deposits and must be met within 30 days of the bonus being credited.

and

The deposit and possible winnings connected to the bonus will be locked in the casino account until the wagering has been completed. Where promotions do allow withdrawals with an active bonus balance, at this stage, any remaining bonuses will be revoked.

Unfortunately, this means that all bonus rules are applied to both the deposit and the bonus amount, meaning that the maximum allowed bet was breached even if you played with the real money part first.

I apologize, but under these circumstances, we believe the casino acted correctly and in compliance with their bonus terms, and we aren't able to provide further assistance. Perhaps the ADR will be able to help you in this case, so you can try to get in touch with them as suggested by the casino.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.