Jackpot Village Casino - Player’s account closed and winnings confiscated.

Hello,

I deposited 200 euros to my account and was also given a welcome bonus. I played and won 13300 euros (after waging requirement was met). I submitted withdrawal. Also to confirm my documents required for verification had been reviewed and accepted.

ive just had the following email sent to me with no explanation-

After a review of your account by our compliance and risk team, it has been decided to close down

your account. As per clause 15.2 of the General Terms and Conditions, we reserve the right to close

your account at any time for any reason.

If we terminate your account for any reason the provisions set out below shall apply:

Your account has now been terminated effective immediately.

Your winnings have been confiscated. 

You are banned from the group

No Refund will be issued 

If you attempt to open any further accounts on the Network, they will be terminated and any funds

accumulated will be confiscated.

A list of sites can be seen by following this link:

https://authorisation.mga.org.mt/verification.aspx?lang=EN&company=633683dc-daea-49e5-9a7e-da843d38e7de&details=1

Regards,

Accounts Team. 

Dear Hmarie19837,

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

15.2

We reserve the right to close your account at any time for any reason. If we terminate your account for any reason the provisions set out below shall apply:

(i) you agree that we shall not be liable to you for any termination of your account or your use of the Website;

(ii) your sole remedy in the event of termination of your account shall be the re-imbursement of any undisputed account balance you may then have and we shall have no further liability to you whatsoever.

(iii) where we terminate your account due to you breaching any of these Terms of Use, we have the unfettered discretion to void any winnings and confiscate any balance. Such breaches include, but are not limited to:

• If you have more than one active account (or control more than one active account);

• you are in breach or any of your warranties;

• If you have opened an account having previously been banned from opening any further accounts within our network;

• we are required to do so pursuant to any legal and regulatory obligations;

• If the name on your account does not match the name on the payment method used to make deposits;

• If you provide incorrect or misleading registration information;

• If you reside in a Restricted Territory;

• If you have allowed or permitted (intentionally or unintentionally) someone else to play on your account;

• If you have "charged back" any of the deposits made with your credit card on your account;

• If you are found colluding, cheating, money laundering or undertaking fraudulent activity;

• If it is determined by us that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the casino;

• If you make statements that are sexually explicit or offensive in the chat facility or to any of our staff members, including expressions of bigotry, racism, hatred or profanity;

• The use of robotic, mechanical, electronic, or other devices to automatically make playing decisions in any game (without our explicit consent); or

• If we should become aware that you have played at any other online casino in bad faith or under any of the circumstances set out above.

Could you please confirm that you didn't breach any of the listed terms? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Dear Hmarie19837,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, sorry for the delay.

I can confirm I have not breached any of the above terms in anyway.

Thank you very much, Hmarie19837, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Hmarie19837 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jackpot Village Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter