Non-Bonus Complaint Jackpot paradise deletes my winnings from aloha game

snowie22

Dormant account
PABnononaccred
Joined
Dec 16, 2016
Location
Scotland
Need advice

Hi guys I'm having a bit of trouble with a site that is taking it's time fixing a problem I have with them... any body help me!?
 

snowie22

Dormant account
PABnononaccred
Joined
Dec 16, 2016
Location
Scotland
Jackpot paradise have said there's a techy issue with my winnings and are looking into the situation for me, not heard from them in almost 4 days now... what do I do?
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Well, you don't give us much to go on! Welcome to the forum.

Check the i-gaming reps tab above and check there. (I use crtl F to search, as most are not the casino name). Send them a private message with the details they need (real name, account number) to look into your problem.

Give them a few days to get back to you.

If there is no rep, come back and tell us a little more about which casino and your issue in general. Be respectful, even if you don't think you are being treated well. It's the best way to get a solution rather than just let off steam.
 

snowie22

Dormant account
PABnononaccred
Joined
Dec 16, 2016
Location
Scotland
Need advice

Lol total newbie here... I had a technical issue with a game I was playing, couldn't get it to work, so I mailed support to help me... but then I managed to get into my game and won £59.85 from free spins... now jackpot paradise have taken away these winnings and said that the issue has been passed to the tech dept?! This was on the 13th/14th December... last reply from them was the 15th saying please be patient.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
I don't know anything about Jackpot Paradise: I don't list them on my website and they aren't listed here on CM - so there's no rep.
But they are based in Malta and have a UK license, so you're most likely in safe hands.

In cases like this, they have to pass the query back to the software supplier of the game in question - and it can take quite a long time to get an answer unfortunately. :(
All you can do is keep politely asking about your case until they come back with an answer.

If you hit a brick wall then you can always use Casinomeister's PAB service - but remember, you only get one of these at casinos who aren't listed here.

Welcome to the best gambling forum on the net! :thumbsup:
KK
 

adamtheaddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
Don't know that casino, but i'd give em another day or two. They may have to contact netent and await for answers from them such as why has the balance got stuck and how in the hell has someone generated winnings on aloha.
 

goatwack

Wake up Hop Hop
CAG
Joined
Aug 30, 2012
Location
Londonia
Last I heard they're opening a national enquiry on that one.

No one wins on Aloha - ever :(
 

snowie22

Dormant account
PABnononaccred
Joined
Dec 16, 2016
Location
Scotland
Non payment

Well today they have credited my account with £40 so I am 1 happy bunny! ☺ should have given them a little more time... However they have asked me to delete my dispute with mga as it's now been resolved. I take it this is the norm for disputes? First time this has happened.
 

snowie22

Dormant account
PABnononaccred
Joined
Dec 16, 2016
Location
Scotland
Progessive play LTD...Keeping my winnings

Spoke too soon, account closed and can't be opened for 6 months even though they've credited £40 into it? Well stay clear of Jackpot paradise/ progressive play LTD... farce in a glass!
 

snowie22

Dormant account
PABnononaccred
Joined
Dec 16, 2016
Location
Scotland
Going to go ape shit

This is the correspondence I received earlier.... to the most recent email I have just had the pleasure of reading....

On Mon, 19th Dec 2016 at 3:52 pm, Ghost Hunters <ghosthunters40.gh@gmail.com> wrote:
Thank you for resolving the issue...☺

On Mon, 19th Dec 2016 at 9:30 am, Oksana wrote:
Dear Maureen,

Thank you for contacting Customer Support.

Please accept our apology for the slight delay. We opened the query with the game providers and we were waiting on a response from them.

Since your winnings have been confirmed, and we have already credited £20 as a compensation bonus, I have credited the reaming £40 of your winnings to your account.We also kindly request that you withdraw your Official Dispute as the issue has been resolved.

If you require any additional assistance please do not hesitate to contact me again, I will be more than happy to help you.

Please enjoy.....

Me...Thank you for resolving the issue...☺
Me...However I can't get into my account can someone please unblock me...
Them...

Dear Maureen,
Thank you for contacting Customer Support.

As I can see from your account you received your £20 and you played them, please disregard the email.
Unfortunately is not possible to re-open your account because the minimum closure period is 6 months. I can see from your account that you have requested for it to be closed on the 14/12/16.

Me...Pinelope this is previous correspondence from ANOTHER OF YOUR CUSTOMER SUPPORT STAFF FROM TODAY!! Do you think I am daft or something?
---------- Forwarded message ----------
From: "InstantGameSupport" <customersupport@instantgamesupport.com>
Date: 19 Dec 2016 09:31
Subject: RE: (No subject)
To: "Ghost Hunters" <ghosthunters40.gh@gmail.com>
Cc:


Dear Maureen,

Thank you for contacting Customer Support.

Please accept our apology for the slight delay. We opened the query with the game providers and we were waiting on a response from them.

Since your winnings have been confirmed, and we have already credited £20 as a compensation bonus, I have credited the reaming £40 of your winnings to your account.


Me...okay will you withdraw the £40 to my bank account then? What was the point of sending me the initial email regarding my dispute?


Them...
Dear Maureen,

Thank you for contacting Customer Support.

Please disregard the email from Oksana, it was by mistake.

About the bonuses please be informed that you received £20 on 13/12/2016 and you played them. Your balance now is zero.

Me...
If this doesn't get sorted before 17:00hrs gmt today I will raise another dispute with mga regarding the poor customer service and also theft of winnings from my account!

You are wrong I won £60 so I am still owed £40 are you trying to get on my nerves? I have raised online dispute with MGA and also UKGC, and no I will not ignore oskanas email... lmao.... what kind of service support worker are you? Are you crazy or just trying to annoy the he'll out of me?...

AMEN
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Just write a letter to the UK Gaming Commission...
The UKGC will simply tell the OP to go to the casino's designated ADR which is IBAS.

The OP has submitted a PAB to us so ...

@ snowie22 : please ensure that you have you read and understood the PAB FAQ (see
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).

The FAQ tells you the scope of our service, what you can expect from us and -- also very important -- what we expect from you. If you don't understand and/or cooperate with the PAB process then your PAB will very likely fail. So please ensure you have read the FAQ with particular attention to section 3.12 and the importance of NOT posting on these forums about your issue until after the PAB process has completed.

Thank you for your cooperation.
 

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