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All Jackpots casino is not paying my withdrawal and doesn't respond to emails!!

Discussion in 'Casino Complaints - Non-Bonus Issues' started by biggambler567, Aug 16, 2007.

    Aug 16, 2007
  1. biggambler567

    biggambler567 Dormant account PABnononaccred2 PABaccred

    Occupation:
    IT Contractor
    Location:
    Trinidad
    Well since Saturday 11th August I made a request for a small withdrawal of 130 to my moneybookers account. It is now the 16th August 2007 and I have not recieved anything. I have tried contacting support by live chat, which is a waste of time because I keep getting all the agents are busy, please try again. I have sent about 25 emails to support and NOone has ever responded to my emails, I am a bit frustrated I do not know what else to do, if they are ignoring me for this little withdrawal what would happen if I had won a bigger amount I see this as being very unprofessional and not a trustworthy casino.
     
  2. Aug 16, 2007
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They CONSTANTLY have these episodes of non-response to E-mails. If they have still not replied to E-mails from as long ago as the 11th, this is non-response, rather then being "busy".

    The only other alternative is to phone them. I remember seeing somewhere about them having a call back service, but I have seen it only at the VIP Lounge, so maybe this is only for VIPs.
    One other alternative is to use "Casino Mail". This can be found by clicking the symbol at top left of the lobby while in games view. It brings up a menu, and this has "Casino Mail", and you can either check or SEND mail to support. This goes by another route than E-mail, and may generate a reply.
    Some casinos have reported that their replies are being blocked by the player's E-mail (usually through ISP provided filters), and suggest either turning these off, or adding support addresses to the whitelist (if there is one).
    It is a pity that, when faced with this, CS do not "think out of the box", and realise there has to be a problem with the replies they keep sending out, and contact the player by phone, or even by post (such contact details being compulsory at registration).
    You can also PM the JF rep (David Brickman), who can find out why you have not received any replies to these 25 E-mails.

    The most likely problem with the withdrawal itself is that JF are waiting for documents, but you have not received the request, so your withdrawal has been frozen in a pending state.
     
  4. Aug 16, 2007
  5. biggambler567

    biggambler567 Dormant account PABnononaccred2 PABaccred

    Occupation:
    IT Contractor
    Location:
    Trinidad
    Don't think so

    Well you see I have already had a sucessful withdrawal from them so I don't see that as being the problem..Secondly unfortunately, I am not from one of the countries that there is a listed telephone number to call support, my isp isn't blocking their email becaise I recieve all the emails where it concerns their promotions!! etc, etc!!! So then what is the problem? I am thinking they don't want to pay me and they are just ignoring my emails...
     
  6. Aug 16, 2007
  7. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    You might try contacting the casino rep here at the forum

    http://www.casinomeister.com/forums/members/jackpot-factory.html In the off chance the email problem is on your end, perhaps you can try sending him a PM (private message) first rather than an email.

    Good luck!
     
    1 person likes this.
  8. Aug 17, 2007
  9. ThodorisK

    ThodorisK Most Annoying Forum Member of 2007

    Occupation:
    writer
    Location:
    Athens, Greece
    Dont have doubts man, they definatelly want to delay the withdrawal, as every casino. They might think of other excuses when they finally contact you, e.g. "authorisations forms", identification documents, etc. Even bonus abuse, if they decide not to pay you.

    I had won the 150$ out of the free hour promotion in all jackpots, but I think I forgot to satisfy this 100 bets condition. So I had doubts whether I was entitled for this bonus. However, when I contacted them through live chat and e-mail, they said, no, you definatelly won the bonus, please deposit (lol).
    I did deposit the 25 euros required for the tranfer of the bonus to the real account, but no bonus added. So I thought, "well, I did not place 100 bets". So I withdrew the 25. But then I receive an e-mail saying that I will lose my bonus, and they told me to reverse the withdrawal and they will add me the bonus. So I reversed my withdrawal. Hours passed, no bonus added. Then I withdrew the 25 again. Then another e-mail from them: Please reverse, we will add the bonus! I wrote to them: "Listen, I think am not eligible for the bonus, I think I have not met the 100 bets requirement". Then they replied saying: No, you definatelly completed the wagering requirements, reverse your withdrwal and we will add it within 1 hour. So I did reverse it (again). As you can guess, no bonus added. I cant remember well how many times I reverersed it after their reassurements. Last time they told me "Sorry our system was down and we are renewing our software, so please wait 24 hours and we will add the bonus". Of course, they didnt. So I after 48 hours I withdrew again. Then another e-mail asked for my special written confiramtion that I indeed want to withdraw, and reminded me that the bonus is waiting for me. I got really pissed off, and wrote to them to process my withdrawal immediatelly. After 2 days the wrote again sayin "sorry, we forwarded your bonus request to our management team, and you can still reverse your withdrawal. I thought, well, they might say the truth. So I wrote to them and said, ok, ignore my previous e-mails, reverse my withdrawal again. But I got a reply saying that they cannot reverse it, and they procceded my withdrawal.

    Perhaps I did not descreibe with 100% accuracy the events, I cannot recall and describe with detail everything, but the above description is very-very close to what happened. I dont know yet if they paid me, as I have to wait for the next credit card statement.

    In another casino I dont want to name yet (as the withdrawal is still on the run, lol), they cancelled the withdrawals due to identification documants, "authorisation form", etc required, but never notified me that my withdrwals were cancelled. This casino had informed me that they want the authorization form, but I had to enter the casino and see that my withdrawals were cancelled. Shouldnt had notified me that they were cancelled? Ok, they might be right, BUT their sister casino, without ever mentioning anything that documentation is required, they set my withdrwals "in process" for about a couple of weeks. I had to contact them and ask: "Do you require any documantation to process my withdrawals?" they replied yes. I sent both casinos my documents, and aksed them to notify me when everything is ok. The said they will...

    Yes, man, they will find any excuse to refuse or delay even a 25 euro withdrawal.
     
  10. Aug 17, 2007
  11. ThodorisK

    ThodorisK Most Annoying Forum Member of 2007

    Occupation:
    writer
    Location:
    Athens, Greece
    One advice: Do not send them too many e-mails, You should demand attention even with 1 e-mail, at most 2. If you send them too many, you are slowing down things, as they probably have to notice them all, store them, see if you are saying different things among them, forward some of them to superior management, etc. Keep things as simple as possible, they want to complicate matters to delay withdrawals, dont you see? And if you show panic with many e-mails, you show that you can accept the possibility of not being paid. Tell them that you will write to many forums about their behaviour, and that with just one e-mail or one phonecall. Personally I try never to call them. Why pay for the phonecalls? Arent all these charges for transactions enough costs? What about the "authorization forms" faxes? I dont have a fax and I have to pay 1 euro for every fax page. They have to notice the e-mails.
     
  12. Aug 19, 2007
  13. Jackpot Factory

    Jackpot Factory Dormant account

    Occupation:
    Content & PR Manager
    Location:
    Malta
    Reply from David Brickman at the Jackpot Factory

    Hi everyone,

    This is David Brickman, Jackpot Factory Spokesman. I have contacted biggambler567 through PM and we'll sort out this issue. I'll leave it up to him to post the resolution, if he so desires.

    ThodoriK: If you send me your account number via PM I also check into your case to see why you were given the run around. I can assure you we prefer all our players to receive their winnings in a speedy and timely manner and don't give people the run around for the fun of it.

    All the best to everyone,

    David Brickman
    Jackpot Factory Spokesman
     
    4 people like this.
  14. Aug 19, 2007
  15. ThodorisK

    ThodorisK Most Annoying Forum Member of 2007

    Occupation:
    writer
    Location:
    Athens, Greece
    I cannot pm you as I have minus reputation points. Is there your e-mail in your profile? If not you have to give me some reputation points to pm you, lol.

    But the reason they told me was that they were updating the software.

    I really wonder whether I completed that 100 bets requirement though.
     
    3 people like this.
  16. Aug 19, 2007
  17. ThodorisK

    ThodorisK Most Annoying Forum Member of 2007

    Occupation:
    writer
    Location:
    Athens, Greece
    Lol, you do have the e-mail in your profile, but it says that you chose not to accept e-mails and I have to go through the administrator. Too much fuss.
    Give some reputation points so I can pm you, and I will tell the thread the help you will give me.
     
    1 person likes this.
  18. Aug 19, 2007
  19. cynthial

    cynthial Boo

    Occupation:
    Fireproofing
    Location:
    Albuquerque
    There you go, send your PM quickly before the inevitable happens. :rolleyes:
     
    1 person likes this.
  20. Aug 20, 2007
  21. ThodorisK

    ThodorisK Most Annoying Forum Member of 2007

    Occupation:
    writer
    Location:
    Athens, Greece
    lol, perhaps you mean that some people are predetermined to bann me? Your statement had double meaning if you think about it ...
     
  22. Sep 13, 2007
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Just getting to this. So what was the resolution. @biggambler567 - please post how this ended up. If you post complaints, you are pretty much obligated on letting the members know what's up with the resolution. Especially with a casino listed here.

    And ThodorisK is correct, sending 25 emails is way over the top. They probably have a policy not to respond to each one if they had already given yuo an answer. Get real, man.
     
  24. Sep 13, 2007
  25. biggambler567

    biggambler567 Dormant account PABnononaccred2 PABaccred

    Occupation:
    IT Contractor
    Location:
    Trinidad
    Solution

    Ok well after about a very long while support finally answered my email and said that since I requested the withdrawal by another payment method other than the payment method i used to deposit that is why I had not recieved my withdrawal. But the thing is why did I have to wait 2 weeks for them to tell me this??? Anyway I got my withdrawal processed but I still think that they should be a little more professional in this matter, I am afraid of depositing there again for fear something like this may happen again.
     
    2 people like this.
  26. Sep 14, 2007
  27. ThodorisK

    ThodorisK Most Annoying Forum Member of 2007

    Occupation:
    writer
    Location:
    Athens, Greece
    I did receive the 25 euros withdrawal, I didnt notice how long it took. This manager told me that I had not completed the wagering requirements. He offered me to make "an exception", but I didnt accept this offer because among the other reasons, they had removed this offer from the site, and I didnt want more complications.
     

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