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Jackpot Factory delaying cashouts

Discussion in 'Online Casino and Poker Complaints - old section' started by thelawnet, May 30, 2005.

    May 30, 2005
  1. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    Hi. I signed up with a couple of these casinos, which are approved/advertisers with Casinomeister.

    Unfortunately the cashout procedure is simply ridiculous.

    I have made cashouts with Wild Jack and with First Web.

    With Wild Jack I received a request on April 19 for

    Full Name
    Residential Address
    Telephone Number
    Copy of a recent Utility Bill, not older than 3 months
    A copy of your drivers license

    I sent them back the same day, and was told on April 22nd:

    'the passport copy we received was too dark and not clear enough for positive identification.'

    Again I replied with a new scan

    Nothing until April 29th then:

    [please send]

    ' a) an enlarged scanned copy of a recent monthly bank statement



    b) an enlarged photocopy of the I.D. i.e. Driver's License or Passport'

    When I queried this given that I had already sent them, i was told:

    'Please note that the last scanned copy we received was on April 22nd.
    When magnified at our financial department, this copy distorted and the details could not be read. They have, therefore, requested another copy.
    Please send us another scanned copy of your passport or driver's license.

    As for the utility bill, the financial department has accepted the one you have sent on April 19th, so there?s no need to send a copy of the bank statement.'

    I had a very detailed colour scan which I felt far exceeded the quality anyone could reasonably require for anything other than identity theft so I had downsized it before sending it to them. Unfortunately they were unable to tell me this in the first place.

    I again sent them another, and was told on May 1st

    'After reviewing the documentation you have sent to us, our financial department has determined that the copy of your passport is not clear enough for positive identification.'

    Finally on May 2nd I sent them a very large and very clear scan, reduced from a high-quality flatbed scanner using Photoshop to dimensions of about 1108 x 660. Receipt of this was acknowledged (although they did not indicate whether it was ok or not).

    Today, May 29th, they have come back to me, saying:

    'When we performed a routine security check, we noticed that the information registered for your account is incomplete. In order to verify these details and to comply with banking and fraud control rules, we need you to fax us the following documents as soon as possible.

    a) An enlarged scan of your passport'

    I replied back pointing out they already had it, and they said

    'Thank you for contacting Wild Jack Casino regarding the requested documents.

    I apologize for the mistake. You are of course correct, and we can see that you did submit a copy of your Passport which was accepted. We will contact our marketing department and request more information regarding the documents which they still do need'

    Quite what the marketing department have got to do with paying me I don't know, but the bottom line is that they have taken nearly two months over this ridiculous charade.

    And not just with them either - I signed up at First Web, and had pretty much the same runaround.

    May 2nd, I received an email asking for the following:

    IDENTIFYING DOCUMENTS

    =================

    a) an enlarged photocopy of a recent monthly bank statement for the ACH Account

    b) an enlarged photocopy of the I.D. i.e. Driver's License or Passport

    c) a copy of a recent Utility Bill (gas or telephone bill), not older than 3
    months

    DEPOSIT DECLARATION FORM

    We have attached a Deposit Declaration Form and a summary of your deposits via
    Proc-Cyber Services to date.

    ----

    The deposit declaration form wasn't actually attached, so I replied back with everything else and asking whether it was ok.

    I received acknowledgment of this, basically to the effect that 'we have got your documents but haven't looked at them yet, will let you know when we do'.

    Didn't receive anything until May 23rd when I received this:

    Please note that your withdrawal of 123.50 GBP has been returned to your account on 05-23-2005.

    This may have occurred due to any of the following reasons:

    - You have requested this action; or
    - We are awaiting receipt of outstanding documents/information; or
    - You have not met the minimum wagering requirements prescribed in the terms and conditions of the casino; or
    - You have not selected a payment option within the prescribed time.


    Helpfully they didn't bother to explain why they had done this, merely giving foru possible reasons so I replied back and asked.

    They said:

    'Withdrawal has been returned to your account on 05-23-2005 due to
    it being pending for almost a month, with no reply to any reminders sent and no docs returned.
    We are awaiting receipt of outstanding documents. The original request was sent to you on May 6, 2005. '

    I pointed out that this was demonstrably false, given that I had sent them documents originally and had not received any reminders....

    They then claimed to have emailed me on 6th May to ask for the deposit declaration form (which they had not sent to me at any point). Given that I don't delete any emails, and don't delete junk mail either, it appears that the email they said they had sent had disappeared into the ether.....

    Anyway, to have a three week delay due to pettiness about documents once would seem like bad luck, but to have it happen at both casinos seems like poor practices....

    I'm sure I will get my money in the end, it's just disappointing to have to jump through so many hoops to get two small cashouts of about 150 each....
     
  2. May 30, 2005
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    This is the sort of thing I encountered with the infamous Vegas Strip of casinos(RTG) several years ago. I suggest you pitch a bitch. Then there is always Ecogra to help you out even if that fails which rarely happens.
     
  4. May 30, 2005
  5. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    more stonewalling casinos to avoid.
     
  6. May 30, 2005
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Before we start ragging on a casino, especially one that is a member of this forum and is listed on the site, let's give them a chance to respond. Thelawnet, did you give Jackpot Factory the courtesy of a PM to let hiim know you were posting a complaint?
    http://www.casinomeister.com/forums/member.php?userid=3717 He is a member here, you know.
     
  8. May 30, 2005
  9. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    I'm going to jump in with both feet first... LOL...

    Obviously, the situation here is entirely unacceptable. However, it isn't Jackpot Factory delaying your payouts - it's Proc Cyber, the payment processor for most of the large groups operating Microgaming casinos.

    I would suggest you contact eCOGRA immediately and let them know exactly what is happening.

    I also disagree with the "ragging" but assuming the player has already sent the required documents, as patiently laid out in the first post, someone has to shoulder the blame here.
     
  10. May 30, 2005
  11. largeeyes

    largeeyes Dormant account

    Occupation:
    Engineer
    Location:
    North America
    Yowza. I"m assuming you deposited with a credit card?
     
  12. May 31, 2005
  13. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    That's all very well, but I like Microgaming and I have played at a lot of their casinos. I don't really know exactly who does the processing at each of them, but I have not had any problems at all at Vegas Partner Lounge, Fortune Lounge, Roxy Palace, and probably a few others as well...

    As far as I can see, I am communicating with Jackpot Factory, and it is them who leaves things three weeks before contacting me for no apparent reason.....

    But I could be mistaken as to the mechanics of these things.
     
  14. May 31, 2005
  15. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    I didn't know he was a member, and I didn't send him a pm.....

    I wasn't really seeking a reply from Jackpot Factory as such, but having had the same thing happen twice with two different casinos, on the first occasion I was irritated, and on realizing the two casinos were part of the same group, I pretty much felt obligated to mention it here, to indicate the hassles I have gone through.

    This isn't really a formal complaint, just irritation at behaviour that I am not really happy with.
     
  16. May 31, 2005
  17. UKDafoe

    UKDafoe Dormant account

    Location:
    US/UK
    I won 8000 pounds at WildJack in February and experienced a slightly difficult time getting paid. Basically I had to keep calling them to find out what was going on because they apparentley didn't use email, but they did pay up without too much of a problem 2-3 weeks after the cashout. Overall I enjoy the group.

    Edit: I want to add they were always very polite when I spoke to them, unlike a certain other casino group....
     
    Last edited: May 31, 2005
  18. May 31, 2005
  19. Jackpot Factory

    Jackpot Factory Dormant account

    Occupation:
    Content & PR Manager
    Location:
    Malta
    Hi Thelawnet,

    The situation as you have described here definitely sounds unacceptable. Please PM me your account details and I will investigate this for you.

    Regards,

    JF
     
  20. May 31, 2005
  21. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I'm sorry, but asking for ANY documents for cash-outs of that size is simply ridiculous!
    There can be no justification whatsoever for this.
    It is obviously just another pathetic delaying tactic.

    Jackpot Factory - another name for my blacklist. :(
     
  22. May 31, 2005
  23. tfny

    tfny Dormant account

    Occupation:
    homemaker
    Location:
    oh
    resolved
     
    Last edited: Jun 1, 2005
  24. Jun 7, 2005
  25. linda7

    linda7 Quit Gambling

    Occupation:
    A mommy...best job ever!
    Location:
    Brooklyn, NY
    Jackpot Factory

    Hi everyone,

    It's been a while since I posted, so I hope this finds you all doing well and winning at the game of your choice.

    As far as Jackpot Factory's withdrawal payments, I think they are the fastest on the net. Mind you, I fund with my debit card and when I withdraw I always request a check by courier (I only withdraw large amounts if I get lucky). I have received every check within 4 days of processing my cash in.
    The support people at JP Factory are the nicest I have ever come to know, and they really will do their best to help you. As for the Deposit Declaration form which they request when you first withdraw, that is a form that you must download and print out. Without this signatory form, your withdrawal will not be processed, however, you only have to supply it once. I used to play at all MG casinos. Now, I only play at JP Factory casinos, Spin Palace and Ruby Fortune. Each of these casinos pay very fast and if I have a problem I call them immediately. Since I have a distinctive whispery voice, most of the CS reps know who I am without me telling them..lol.

    This is just my opinion of JP factory, and I hope that all gets straightened out for those waiting for payment.

    ***hugs***
     
  26. Jun 7, 2005
  27. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    hmm, good. Well I still haven't received a penny.
     
  28. Jun 7, 2005
  29. paul02085

    paul02085 Senior Member

    Occupation:
    Fishing :)
    Location:
    USA
    try talking in a whispery voice.
     
  30. Jun 8, 2005
  31. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    :lolup:
     
  32. Jun 8, 2005
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    But that's not so funny. What's up with that Jackpot Factory? Is there a problem with this player's payment? Do you have all of the necessary information to expedite this? Please let us know. Thanks!
     
  34. Jun 8, 2005
  35. linda7

    linda7 Quit Gambling

    Occupation:
    A mommy...best job ever!
    Location:
    Brooklyn, NY
    TheLawNet:

    You posted the following:

    May 2nd, I received an email asking for the following:

    IDENTIFYING DOCUMENTS

    =================

    a) an enlarged photocopy of a recent monthly bank statement for the ACH Account

    b) an enlarged photocopy of the I.D. i.e. Driver's License or Passport

    c) a copy of a recent Utility Bill (gas or telephone bill), not older than 3
    months

    DEPOSIT DECLARATION FORM

    We have attached a Deposit Declaration Form and a summary of your deposits via
    Proc-Cyber Services to date.

    ----

    The deposit declaration form wasn't actually attached, so I replied back with everything else and asking whether it was ok.

    I received acknowledgment of this, basically to the effect that 'we have got your documents but haven't looked at them yet, will let you know when we do'.

    Didn't receive anything until May 23rd when I received this:

    Please note that your withdrawal of 123.50 GBP has been returned to your account on 05-23-2005.

    This may have occurred due to any of the following reasons:

    - You have requested this action; or
    - We are awaiting receipt of outstanding documents/information; or
    - You have not met the minimum wagering requirements prescribed in the terms and conditions of the casino; or
    - You have not selected a payment option within the prescribed time.


    Helpfully they didn't bother to explain why they had done this, merely giving foru possible reasons so I replied back and asked.

    They said:

    'Withdrawal has been returned to your account on 05-23-2005 due to
    it being pending for almost a month, with no reply to any reminders sent and no docs returned.
    We are awaiting receipt of outstanding documents. The original request was sent to you on May 6, 2005. '

    I pointed out that this was demonstrably false, given that I had sent them documents originally and had not received any reminders....

    They then claimed to have emailed me on 6th May to ask for the deposit declaration form (which they had not sent to me at any point). Given that I don't delete any emails, and don't delete junk mail either, it appears that the email they said they had sent had disappeared into the ether.....

    Anyway, to have a three week delay due to pettiness about documents once would seem like bad luck, but to have it happen at both casinos seems like poor practices....

    I'm sure I will get my money in the end, it's just disappointing to have to jump through so many hoops to get two small cashouts of about 150 each....

    Since you stated that you did not return a signed copy of the Deposit Declaration Form, which is required by proc-cyber, this is most likely why you have not been paid. This form was attached to the original email when they requested your documents. You had to download and print the form from the email itself, sign it and return it with all the other documents. Hope this helps.
     
  36. Jun 8, 2005
  37. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    Actually it wasn't attached, as I indicated above. I replied with everything else, asking whether what I had sent was ok and received no reply for almost a month. When I did eventually receive the form, I sent it back straight away and did not get any reply.

    The deposit declaration form has got absolutely nothing to do with proc-cyber: I received a cheque from a new proc cyber casino this morning (thunderluck) only two or three days after cashing out, and no form was required.

    I have received cheques for upwards of 1000 from Fortune Lounge, again no forms required.

    I sent the form on 1st June and did not receive the courtesy of a reply.

    In any case this was separate of my issues with Wild Jack. I received an apology for them wasting a month without sending any money on May 29th and on June 1st I received an email with what up until now I thought was notification of payment:

    Casino: Wild Jacks Casino
    Withdrawal ID: (Finalised) 50862
    Withdrawal Amount: 189.70 Withdrawal Request Date: 29 Apr 2005
    Payment Method Account Reference Amount Paid Date Paid
    Credit against cash-in (8 : Token Refund) 189.70 1 Jun 2005
    Total Paid: 189.70 British Pound

    I have now realized that this means that they have sent the money back to my casino account, having assumed it meant a cheque was on its way. (same thing at First Web, money sitting in casino still).

    So back to try again....

    Wish me luck
     
  38. Jun 8, 2005
  39. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    I must say, I've been massively impressed with All Slots of late.

    I hit lucky on a couple of sizable wins, and got my withdrawal cheque by snail mail within four days (including over a weekend!).

    I did need to jump through a few hoops initially to send them my ID etc, but all seems good now.

    They even gave me 50 to say "well done" and thanks for playing!

    I'm sure there's a genuine mix up somewhere, and hope you get it all sorted out ok!
     

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