Jackpotjoy Casino - The player's self exclusion failed.

Hi I registered using legitimate details and was paid out a few times via Jackpot Joy, I then requested to withdraw £4325 which was in the account, they then wanted to ask for verification documents which I provided which matched the account... Name. DoB, Address etc

They then came back with that because i was registered with Gamstop they will not payout and will only pay the deposit back, i would like to dispute the withheld amount, as they not only allowed me to deposit and withdraw from the same account previously, but also all details matched with my ID which passed KYC as well as.

I did ask the question if I lost everything which I had deposited would they even with refund the deposits which they could not answer.

If they allowed me to sign up with legitimate details and pay out as a regular customer, then they should also pay out as a regular customer and not use the fault in there system which allowed me to withdraw after registration to gamstop, so really it doesn't make any sense how they can not payout the full account amount.

Hello Biggie2020,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpotjoy Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Since when are you self-excluded at Gamstop? How many deposit and withdrawal did you proceed in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick I registered with the casino about 4 months ago,

There was a total of 20 transactions into them and 4 withdrawals processed (not including outstanding balance) which is £4325 minus £1570 as they part paid.

I registered 4 years ago it seems and i assumed exclusion was up.

My dispute was that the details was valid and I was happy to close the account, but feel I should be paid full balance on the account, as they did proceed me as a regular customer and happy to accept prior withdrawals and inbound transactions to them, as if I lost it all they would not have gave back the deposits, which to me is morally wrong.

My last communication with them was yesterday via live chat, and straight after they closed the account fully meaning I was unable to live chat.

Thanks,

Louie

Hi Nick, just checked and exact date of registration was 30th March 2023.

Thanks,

Louie

Hello Biggie2020,

Can you please clarify how much did you deposit into the casino in total and how much did you receive from them?

Please note that if you were excluded prior to registering into the casino, you are eligible to receive only your deposits back.

Dear Biggie2020,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.