Question Jackpot247: Account locked and withdrawal not processed - Rep please help.

[OldRing]

Hi Guys,

I wonder if you can advise me as to whether or not this is normal practise.

I opened an account with Jackpot247 last week.
I made deposits totalling £200 on Friday night and a withdrawal request for £500 on Saturday morning.

At around 6am on Sunday I received an email requesting identification documents (including a picture of me holding my photo ID, which I thought was very strange) and by 11am I had sent all requested documents to the email address supplied in the original email.

I received an automated reply to this email but nothing else.

My account has now been locked and I have not received any further communication.

I contacted their support team by telephone yesterday and was advised that I must wait for confirmation
from their finance team and that this will take a maximum of 24 hours. I heard nothing back from them so contacted live chat again today and was given the same answer.

Has anyone had a similar experience?
Is there a rep here that can help out with this?

Adam.

 

[243 lines=daft]

NetplayTV (which is both Jackpot247 and Supercasino) are not accredited on here because of their unacceptable approach to paying out progressive wins on slots and I don't think there's a rep here.
https://www.casinomeister.com/rogue-casinos/

However I'm assuming you were playing TV roulette on Sky or Freeview, in which case they are basically fine with withdrawals.
They are possibly the highest profile casino brand in the UK right now beacuse they are on two TV stations every night.
I've used Netplay for years and (for example) I turned a VIP 30 deposit into 250 earlier this month and got paid no problem. Note - They are not fast payers (takes 3 days to process then 2 days to pay) but they do pay out.

Just to check, I assume you were playing roulette
1. Did you take a bonus, and if so did you at any point cover more than 24 numbers of the table?
2. Have you registered with jackpot247 any time before and taken a bonus?

Both of these are possible reasons they would close your account.

 

[OldRing]

Hi,

Thanks for your reply.

I registered to play slots and video poker.

At no point did I play any live roulette.

As always, I declined their welcome and deposit bonuses.

Adam.

 

[vinylweatherman]

Do I need ID to join?
You don’t normally need ID upon registering unless we have an issue verifying the details you provide us with. We may ask you to provide further verification of your age, address and identity at a later date. This will normally be a copy of your passport or driving license, a copy of a bank statement or utility bill and front and back copies of the credit/debit cards registered on your account. We will request this information via email or telephone. Please be aware that it may be necessary to close or temporarily suspend your account should we be unable to properly identify you at any time.

Blocking the account is normal when they cannot easily verify ID of a UK player. It seems their electronic verification failed for some reason, and the documents provided have made them even more suspicious as they have gone beyond the usual procedures and are asking for, in effect, "notarisation" of the ID, which is to be achieved by this photo of you holding them up.


If you didn't take a bonus, this has to be wholly an ID issue.

How do I make a complaint?
Please contact the Jackpot247 support team (0800 081 1111), support@jackpot247.com who will respond to your complaint as soon as they can. If your complaint is not resolved by the support team you can escalate your complaint by contacting the Customer Support Manager, Karina Hadland, by emailing complaints@jackpot247.com, or by writing to Netplay TV Group Limited, PO Box 356, St Peter Port, Guernsey, GY1 3XQ. We aim to respond to all complaints within seven working days.
In the event that you are unhappy with the outcome of your complaint you may contact the AGCC.

This is strictly a site for UK players, so it will have to be in the process of getting a proper UK licence else it will have to close. This will offer an alternative complaints mechanism.

Am I eligible to join?
Anyone can join Jackpot247.com provided they are:
1.Aged 18 or over
2.Currently resident in the United Kingdom (excluding Northern Ireland and Jersey in the Channel Islands)

They may be suspicious that the failure of the electronic checks indicates that you do not qualify for membership as "Currently resident in the United Kingdom (excluding Northern Ireland and Jersey in the Channel Islands)".

 

[OldRing]

It's possible they have been unable to find me on the UK electoral roll.

If that is part of their 'vetting' process then it is just rediculous.

I would be going mad if it was £50,000.

 

[vinylweatherman]

It's possible they have been unable to find me on the UK electoral roll.

If that is part of their 'vetting' process then it is just rediculous.

I would be going mad if it was £50,000.

That is a key part of the check. It's considered so because it's not optional for citizens to register, they MUST register by law, and the penalty for not registering is up to £1000. This makes it suspicious when they run the electronic check on the player and address given, and the return is "not found at this address" from the identity check service.

They then have to ask for documents, and if these documents indicate that you have lived at the address for some time, the failure to appear on the electoral roll is even MORE suspicious, and may cause them to suspect the documents are faked. The next logical step is to ask for them to be notarized, which some casinos achieve initially by asking for a photo of the player holding up the document, although the full procedure would mean going to a notary or solicitor and having the process done formally.

Of course, if you are not eligible to vote, you cannot be on the electoral roll, but this then means that you are not eligible to register an account at the casino as you are not obviously "currently resident in the UK" (it would actually means you are not a UK citizen, but a national of another country, and hence eligible to live and work here under certain circumstances, but not necessarily live here permanently as a UK citizen).

They would probably be equally suspicious if the documents were issued by a different EU country, with the player resident in the UK as a result of the EU rules on freedom of movement to live and work.

 

[GrandMaster]

Of course, if you are not eligible to vote, you cannot be on the electoral roll, but this then means that you are not eligible to register an account at the casino as you are not obviously "currently resident in the UK" (it would actually means you are not a UK citizen, but a national of another country, and hence eligible to live and work here under certain circumstances, but not necessarily live here permanently as a UK citizen).

Norwegian, Icelandic, Liechtenstein and Swiss citizens also have the right to work and live in the UK without restriction, but not the right to vote as these countries are not members of the EU or the Commonwealth. Citizens of other countries can also become permanent residents of the UK (indefinite leave to remain), usually by obtaining a work permit first or by marrying a British citizen or someone who has indefinite leave to remain.

 

[vinylweatherman]

Norwegian, Icelandic, Liechtenstein and Swiss citizens also have the right to work and live in the UK without restriction, but not the right to vote as these countries are not members of the EU or the Commonwealth. Citizens of other countries can also become permanent residents of the UK (indefinite leave to remain), usually by obtaining a work permit first or by marrying a British citizen or someone who has indefinite leave to remain.

This is the sticking point. Online casinos will assume that their "players from the UK" are UK citizens, who are bound to show up on the electoral roll and thus electronic verification should confirm their details. When electronic verification fails, it seems casinos more or less assume they are being scammed, and thus may think their aim in asking for further documentation is to gather evidence for what they already "know", rather than pursue an alternative method of verification for a player that fulfils the membership criteria, but is not permitted to vote here.

The fact that they asked for a photo of the OP holding up their ID is the indication that they are looking to catch out a scammer, rather than using an alternative method to verify a player that has not shown up on the electoral roll.

When it comes to registering to vote, we are told that we need to register even if we can't be arsed to vote, as the register isn't just used for voting, it is used as a fundamental part of credit worthiness checks and electronic identity checks. Consumers are often puzzled why, despite a well paid job, they just can't get even a mobile phone contract, let alone a credit card or loan. It usually turns out that the cause is their credit score being harshly knocked back due to them not being found on the electoral roll.

 

[GrandMaster]

The credit reference agencies also offer identity verification services which include more information than just the electoral roll. If you have any kind of credit, including an ordinary bank account with an overdraft facility or a contract mobile phone, it will show up in the credit reference agencies' files, so they can use it to confirm that a person with a given name and date of birth lives at a given address (or at least uses that address for correspondence).

 

[OldRing]

Just to update everyone, my documents were finally verified this morning. I was paid in full by PayPal at around 6:30pm this evening.

Glad this worked out. I know it was a relatively small amount but I was somewhat concerned by the delay.

Thank you for your input and support.

Adam.

 

[paul7388]

Glad it worked out okay and you got paid. Verification can be a pain but at least now you know that if you like this casino your payments will now be faster with no more worries about getting documents verified.