Jackpot.com Casino UK - Player's request for refund and account closure denied.

I joined and deposited on this website. I sent them my passport and a copy of a phone bill to verify my account but they told me they didn’t need any documents to verify the account yet but my account was age verified.

They allowed me to deposit £295. I emailed them on 23rd Aug and asked them to close my account and return the deposits as I have an active Gamstop but they refused even though atleast 2 pieces of information registered matches my Gamstop exclusion.

Dear LizzieCG,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jackpot.com Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please send me your Gamstop registration?

What was the casino's justification for refusing to refund your deposit?

Kindly send me this information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tom

I have emailed you the info requested.

Thank you.

Hi Tom. Did you get the email I sent?

Yes, I have received it. Thank you for your message.

What was the casino's justification for refusing to refund your deposit? If you received an email from the casino or you have the correspondence saved please send it to my email at tomas@casino.guru as well.

Ive sent you the emails I’ve sent and received from them.

Thank you for your messages.

Could you please explain which personal information was identical in your player profile compared to those in your Gamstop registration?

Have you registered your account with accurate personal information in the casino, which was verifiable?

I'll await your reply.

Hello

Yes my name, address and date of birth all match my Gamstop. It’s just my email that was different.

Thanks for your reply and for providing all the relevant information. Since the issue is related to your Gamstop registration I would suggest contacting them directly. We do not know their internal processes and can’t judge the issue properly. Please let me know if you need any assistance while filing an official complaint or if you already contacted Gamstop and learned their position on the matter.

Gamstop won’t do anything so the company has basically got away with it!

Do I understand correctly you already contacted Gamstop regarding the issue? What was their reply on the issue? If you received an official position from them, please forward it to my email at tomas@casino.guru

Gamstop don’t get involved in disputes and neither do ADR when it comes to Self exclusions so either way the company can do what they want and get away with it.

Dear LizzieCG,

from our standpoint, there is not much more we could do since your credentials did not match completely.

Since Gamstop is a third-party organization, we have no authority to enforce their decision on the casino and Gamstop is the only one who can do that.

If they believe that your account should be blocked and deposits refunded even though your personal information did not fully match, please inform them about the issue. They should be able to help you.

If Gamstop won't help you, you have the option to contact UKGC and file a complaint with them. Check our article for more information here: https://casino.guru/licensing-authorities/united-kingdom-license

I would like to emphasize that we don't think that your complaint is unjustified, we are just not able to judge this case correctly.

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 issues with any online casinos and we will try our best to help.