The player had opened a new account and made a 20 Euro deposit at Jackpoty Casino, but faced a week-long delay in deposit processing. The deposit bonus was subsequently denied due to accusations of a duplicate account, a claim which the player contested. Despite attempts by the complaints team to gain further information and clarify the situation, the player did not respond. Consequently, we couldn't investigate further and had to reject the complaint.
Jackpoty Casino - Player's deposited amount is held due to a potential duplicate account.
Amount: €20
Jackpoty Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello, I opened a new account at Jackpoty Casino on 15.3.24 and deposited 20 Euros. I had to wait 7 days for it to process. Finally, my 20 Euro deposit appeared in my account on 24.3.24. I then contacted the support team, assuming that now the deposit was there, I would be able to receive the 1st deposit bonus of 100% and 100 free spins. However, they denied me this claiming that I had a duplicate account. I was absolutely floored. After waiting for over 7 days for my deposit to arrive, and now this! I was livid, as I was not knowingly guilty of having another account with them. I'm desperately in need of assistance.
Automatic translation:
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7 months ago
Dear Baddy86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you played any games with your deposit?
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,
Veronika
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7 months ago
Translation
Hello vironics.
saw your message,
So now I can't say anything about my IP address, but one thing is certain: no other account exists. Yesterday I contacted the live chat again and asked if they could send me proof because I'm not aware of the guilt of another one. There is an account and the answer is no, they can't do that, what's that, please. So and no, I still have the 20 euro deposited game but, Pus.. but anyway, it's a big cheek that you only have to wait so long It's hard to wait for the deposit every day I asked where my 20 euros were and nothing happened and after 8 days they were on it so then I wanted to pay out the 20 euros and then that's what they said. I first have to implement it 3 times the amount, well what's that supposed to mean, I think it's really cheeky. and I haven't done the KYC yet. Why should I do it?
Automatic translation:
Public
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7 months ago
It is standard practice for casinos to require players to wager their deposited money several times before they can withdraw it. This measure is in place to prevent money laundering. Different casinos may have different requirements, with some needing only a 1x wagering requirement on deposits while others may have a higher threshold, such as 3x or more.
However, since the casino states you have multiple accounts, could you please confirm if you can access the account with your €20 deposit? Or has your account been closed by customer support because you allegedly had multiple accounts in the casino? Kindly forward me all the communication between you and the casino that could be relevant to your case. My email address is veronika.l@casino.guru. Thank you.
