Wow...Jackpot Factory Group...18 days, still no withdrawal, no response....

**mtx** · 11th December 2006, 12:15 AM

I requested a withdrawal somewhere between Nov. 22-23.

To this day, I have still not received my money, nor replies to my multiple emails.

My All Jackpots (same group) withdrawal was processed and received in a few days, but it is taking centuries for First Web and All Slots to send my full withdrawal. I received my original deposit amount back to Neteller, but I am still missing $125 and $220 in winnings. I made a mistake and chose Canadian Bank Transfer as my alternate payment method (I never knew they'd actually use it, as the word "alternate" means secondary) and now my money's stuck somewhere. I even emailed support to change payment method to Neteller, seeing how fast it it was for All Jackpots. Of course, I had no reply.

I have been in touch with the Jackpot representative, who promised that I would get my money in 24-48 hours as of Tuesday. Well, it's been more than 24-48 hours and I am getting impatient. I've PMed the representative and he hasn't messaged me since Tuesday. I know this post won't change much, but what can I do besides keep waiting? Flood them with more PMs and emails?

**vinylweatherman** · 11th December 2006, 12:46 AM

I am sad to say this is a common experience at Jackpot Factory, and has been for ages. Occasionally, something like this will happen, and it is damn near impossible to get it sorted. The main problem is that Finance do not talk to CS, and neither seem to talk to management.
Even a PM to the rep is no guarantee, but it can eventually get results. Waiting does not work, if it has not been paid it never will be without intervention. This is due to the fact that no-one seems to monitor these failures, and will assume no complaint = no problem.

Changing method to Neteller will help a little, but even Neteller withdrawals get screwed up. 18 days is at the extreme end, but I have had 7 - 14 day waits on several occasions. In the end, after a bout of serious unresolved problems, I complained to eCogra, who asked Jackpot Factory for an explanation. I was told on three further occasions that improvements were being made, and I have had far less problems this year than before, but clearly there is still an underlying issue.

Non-response to e-mails is still a common problem. I will eventually phone them, and often they deny ever receiving the e-mail, but I never get a "postmaster" bounce, so it surely got delivered. On ONE occasion, a CS rep actually found a missing e-mail, and it had become "stuck" on the server which for some reason had never forwarded it to the CS team. This problem was particularly severe this last weekend and into the week.

**mtx** · 11th December 2006, 01:34 AM

Originally Posted by vinylweatherman

I am sad to say this is a common experience at Jackpot Factory, and has been for ages. Occasionally, something like this will happen, and it is damn near impossible to get it sorted. The main problem is that Finance do not talk to CS, and neither seem to talk to management.
Even a PM to the rep is no guarantee, but it can eventually get results. Waiting does not work, if it has not been paid it never will be without intervention. This is due to the fact that no-one seems to monitor these failures, and will assume no complaint = no problem.

Changing method to Neteller will help a little, but even Neteller withdrawals get screwed up. 18 days is at the extreme end, but I have had 7 - 14 day waits on several occasions. In the end, after a bout of serious unresolved problems, I complained to eCogra, who asked Jackpot Factory for an explanation. I was told on three further occasions that improvements were being made, and I have had far less problems this year than before, but clearly there is still an underlying issue.

Non-response to e-mails is still a common problem. I will eventually phone them, and often they deny ever receiving the e-mail, but I never get a "postmaster" bounce, so it surely got delivered. On ONE occasion, a CS rep actually found a missing e-mail, and it had become "stuck" on the server which for some reason had never forwarded it to the CS team. This problem was particularly severe this last weekend and into the week.

I was initially impressed with the cashout for All Jackpots. Now it has all gone down south. You'd think that most accredited casinos here would actually care about their reputation, but it seems not. The worse thing is that I am left in the dark with no explanation at all. You'd think they at least come up with some lame excuse, but there is nothing. You know what else is funny? I finally got a response from First Web 10 days later:

Dear Player,

Thank you for contacting the First Web Casino regarding your withdrawal.

As your security is very important to us, we ask that you kindly reply with your full name and account number before we send you details of your account status.

Once we receive and confirm the information above, we will gladly provide you with further information.

We look forward to assisting you shortly.

Best Regards,

Alex
First Web Casino Customer Service
A Jackpot Factory Casino
http://www.firstwebcasino.com

! I waited 10 days for this kind of response. Awesome. Answer my questions with more questions.

. This is the first time I've had issues with casinos paying out on time. Even all of the RTGs and Playtechs I've played at pay out faster. First thing tomorrow morning I'm gonna call these people up. It should be interesting to listen to their excuses.

**winbig** · 11th December 2006, 03:11 AM

That is just hilarious. They care about your security, but yet ask for your account number and full name over an insecure method of communication.

What jokers.

**kwblue** · 11th December 2006, 04:17 AM

Wow. I have never had this problem with either All Jackpots or All Slots (which I used to play regularly). That is sad to hear that they would let this low quality of service occur. I'm quite surprised, to be honest.

**darsval** · 11th December 2006, 08:48 AM

I had no problems withdrawing money from Jackpot Factory. I withdrew $4800 and had it in my account within days. They were great to deal with.

I hope you can resolve your problem with them.

Good Luck

**mtx** · 11th December 2006, 08:57 AM

Originally Posted by darsval

I had no problems withdrawing money from Jackpot Factory. I withdrew $4800 and had it in my account within days. They were great to deal with.

I hope you can resolve your problem with them.

Good Luck

Oh, so that's where my money went....

How much did they make off of you?

I sure hope they aren't involved in a scheme to pay off others who are higher on the priority list since those customers are more likely to come back..

JK

.

**darsval** · 11th December 2006, 09:03 AM

mtx, I withdrew $4800- that was after a $50 deposit.. and I think they gave me a $200 bonus...

I did really well with Thunderstruck and Spring Break- and Kathmandu.

I sure hope I left some money for you!!!! I tried to.

It seems like luck comes and goes like the wind. About every 2 months I can withdraw a nice amount. Then go VERY cold in between. Why is that?

**mtx** · 16th December 2006, 01:50 AM

My First Web withdrawal came through a few days ago I think, but Im still missing my All Slots withdrawal. I can't believe that I'm still waiting. Played at Trident on Sunday and got my cashout yesterday, yet All Slots is STILL taking forever.

**vinylweatherman** · 16th December 2006, 09:13 AM

Originally Posted by mtx

My First Web withdrawal came through a few days ago I think, but Im still missing my All Slots withdrawal. I can't believe that I'm still waiting. Played at Trident on Sunday and got my cashout yesterday, yet All Slots is STILL taking forever.

The time now has arrived to contact eCogra. With my case, they identified departmental issues that means that NO-ONE is tasked with back-checking these cases. Mine was apparently "stuck due to a server error", and I confirmed this when 2 later withdrawals from the same account leapfrogged the early one, got processed and paid, and screwed Cashcheck in the process as it could not accomodate this to display my history correctly.

A PM to the rep here is also worth a try provided he is still around (it being close to Christmas).
You should at least be able to negotate a compensation chip for this poor service - I get one every time, and I even suggested a tariff of 10% of the lost amount (they did not agree to this in general, but that's what I got in the end).
After a few of these free chips, stuck withdrawals seem far less of a problem of late for me, before it was every 2 weeks or more!