Jackie Jackpot Casino - Player believes that their withdrawal has been delayed.

Good day,

I am writing to you today to discuss an issue I am having with Jackie Jackpot casino.

I discovered Jackie Jackpot casino through your website as it was labelled as a popular and trusted casino with great reviews.

I registered for an account through their website and then proceeded to deposit $200.00 CAD using Interac E-transfer, I also accepted the welcome bonus.

Within a few minutes, my deposit was accepted, so I started playing their slot machines. I landed several bonuses and managed to win $5400.00 CAD.

I've been trying to withdrawal my winnings for the last week, but the casino was giving me a difficult time with the verification process. Whenever I asked why my identity was rejected, I did not receive an answer. I've used the same ID and image file to verify myself on other online casinos, so it shouldn't be an issue with this casino.

This morning, I woke up to an email I did not want to see. This is what it said:

"Dear Mr/Ms Jordan,

We are contacting you in regards to your pending withdrawal of CAD 5400 on your JackieJackpot account.

Unfortunately, we are unable to process your current pending withdrawal, this is due to our terms and conditions outlined below and within the bonus policy

• If you place a wager using only your bonus funds, and win, you will receive, depending on your chosen account currency, up to a maximum of C$500 in winnings. If your winnings exceed C$500 you will only receive CAD 500.

Kindly note that the withdrawable funds of C$500 are available on your account balance for you to withdraw.

Sincerely yours,

JackieJackpot"

This clause was never indicated upon taking the bonus. I also played through all the wagering requirements after earning my winnings.

I feel like I'm being taken advantage of here and I'm extremely disappointed and frustrated with Jackie Jackpot.

I am hoping we can find a resolution so I can withdrawal my winnings.

Thank you!

Dear lokkai,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Kristina,

Thank you for your reply.

This isn't a timeline issue, but this is a "winnings confiscation" issue.

The casino is only allowing me to withdrawal $500.00 CAD and not my full winnings of $5400.00 CAD.

I played through the wagering requirements and now they want to confiscate $4900.00 CAD of my winnings away.

Thank you for your time.

Update: Jackie Jackpot has confiscated $4900.00 CAD from my account.

Thank you for your reply, lokkai. I checked the bonus T&Cs and I found this:

"Restrictions on Winnings

Unless otherwise detailed in this Bonus Policy or in any promotion, if you place a wager using only your bonus funds, and win, you will receive, depending on your chosen account currency, up to a maximum of €500 in winnings. If your winnings exceed €500 you will only receive €500."

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, but the casino can set the maximum cashout limit for bonuses.

Please do not hesitate to contact me if there is anything else I could do for you in this matter, or if I have overlooked something, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

What does that mean to "wager using only my bonus funds?"

I took the welcome bonus, but that included my own funds mixed in with the bonus.

So, I don't get my initial deposit back of $200 CAD? I never lost it.

Also, I didn't only hit one bonus, the amount that I've won was through multiple bonuses. So, if I only get a maximum of $500 CAD per bonus on the slots, shouldn't I have more than $500 CAD?

It doesn't make sense that I can only have 500$ of total winnings from only one bonus when you're expected to play through the wagering requirements before you can even withdrawal those winnings.

What is attractive about this bonus to players? I must be missing something.

Thank you for your time.

I understand your frustration, lokkai, but please note that casinos can design their bonus T&Cs as they like and create their own set of rules. They can also limit the bonus winnings, and there is nothing we can do about it. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.