The player from the United Kingdom had attempted to withdraw £1625 but was denied due to a prior self-exclusion from a related network, which he had forgotten about. He argued that the casino should not have allowed him to join if they were connected, and he expressed frustration that his winnings were cancelled while he was only offered a refund of his deposits. The issue was resolved by confirming that the casino refunded the deposits because of the self-exclusion, and it was clarified that no winnings could be paid out. Consequently, the complaint was closed.
Jackpot Mobile Casino - Player's winnings have been confiscated.
Amount: £1,600
Jackpot Mobile Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
I joined the site and withdrew the total amount of £1625. They then refused to pay me as I had previously self excluded myself many years ago from one of the other networks which I completely forgot about. I had said if they are connected then they should never have allowed me to join. They cancelled my winnings and have said they will refund the amount I have deposited. Surely isn’t right?
Public
Public
2 months ago
Hello Mrsciulacu,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpot Mobile Casino. Please allow me to ask you a few more question before we would move forward.
When exactly and from which brand did you exclude exactly? Did they block you during the verification? When was the last time you spoke to the casino and what was it about?
Please note that if you've been excluded in the past and they have a record of that, they can only refund your deposit and confiscate any other balance accumulated.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Good evening,
I never excluded myself from this site it was another but would’ve been many years ago in which I would’ve completely forgot about. They let me join and deposit. When I wanted to withdraw my winnings they then said this will be void due to being self excluded from another site if theirs. They have refunded the deposit but surely this should’ve been detected when I joined. I have changed name and address but the email has always been the same.
Public
Public
2 months ago
Hello Mrsciulacu,
Even if they would detect you right away, the outcome would be the same. As you received a refund of your deposits, it's like they would not even let you register and you would not have deposited.
Is there anything else we could assist you with?
Public
Public
2 months ago
But they did let me register and they let me deposit. I don’t understand how I then went to withdraw and that’s when they blocked the account and voided the money I had in the account
Public
Public
2 months ago
Hello Mrsciulacu,
As stated previously, you would still not receive any winnings only the refund of the deposits. Without the verification, the could not know that you were excluded prior to that. If you had been excluded in this specific casino, they should not allow you even to register but as it was through a sister casino, they needed the verification for that.
As the casino refunded your deposit (as it was the only you are entitled to due self-exclusion), we will be now closing the complaint.
Best regards,
Nick
