JackpotCity Withdrawal Problems GRRRR

[JGslots]

Having deposited and played and lost 4 deposits here, I manage a mere £100 withdrawal when I get this...

Hi Robert,

User name: XXX.

This is Kelly, one of the player hosts at JackpotCity casino. I hope that this email finds you well.

Congratulations on your winnings! J

The reason for this email is that we are unable to pay to the preferred method of payment you have on your account. Please could you kindly set up a bank account as your preferred method of payment. This is a swift account. If you are unable to do so, please can you come onto chat so that we can assist you in setting it up. Alternatively, you can get a web-wallet such as Neteller, which allows you to deposit and withdraw at the same time. This allows the payment to go into your account within 48hours, once it has been released by us.

For any further queries, please feel free to contact our 24/7 support team at any time.

Warm regards,

Kelly M.

Player host.



I deposited using Visa Debit and they are telling me I need to do a Swift payment? Can anyone help me? I feel as if they just want me to play back the £100. They are not being very helpful on live chat They are telling me there is a £5 withdrawal fee.

 

[dunover]

Having deposited and played and lost 4 deposits here, I manage a mere £100 withdrawal when I get this...

Hi Robert,

User name: XXX.

This is Kelly, one of the player hosts at JackpotCity casino. I hope that this email finds you well.

Congratulations on your winnings! J

The reason for this email is that we are unable to pay to the preferred method of payment you have on your account. Please could you kindly set up a bank account as your preferred method of payment. This is a swift account. If you are unable to do so, please can you come onto chat so that we can assist you in setting it up. Alternatively, you can get a web-wallet such as Neteller, which allows you to deposit and withdraw at the same time. This allows the payment to go into your account within 48hours, once it has been released by us.

For any further queries, please feel free to contact our 24/7 support team at any time.

Warm regards,

Kelly M.

Player host.



I deposited using Visa Debit and they are telling me I need to do a Swift payment? Can anyone help me? I feel as if they just want me to play back the £100. They are not being very helpful on live chat They are telling me there is a £5 withdrawal fee.

Right, assuming your info is OK and you are indeed a UK resident, then them telling you they cannot send funds back to a visa debit card is complete tosh - I withdrew there 2 years back and they paid me, quite quickly, to my debit card. And it was free - where does this £5 come from?
What they are asking you to do is get your SWIFT/IBAN number off your bank statement and they will pay you by bank transfer - a totally pointless exercise when the debit card is attached to that account anyway.
They are either full of crap or have an incompetent or useless payment processor.
IF this group cannot pay back to UK debit cards then there needs to be a warning up about it, as this is a very common method of payment. Have you done KYC verification yet?

 

[paul7388]

don't know if this helps or not but I had same issue with mrgreen casino at first. Except I used maestro to deposit several times and when I went to withdraw was told next day my withdrawal was cancelled as couldn't withdraw back to it and had to use bank transfer which need iban etc. which was a right pain.Still never figured out why if a casino accepts a payment method that they cant send withdrawal back to it when every other casino does. Point im making is that maybe the casino genuinely cant use it as a withdrawal method

 

[JGslots]

God what an awful place. Im not going back here they have agreed to send me a cheque which takes 21 working days. How on earth do they retain customers if they treat them like this? lol..

Hello, your representative is SebastienP

robert
hi

SebastienP
Hello Robert,

SebastienP
Thank you for contacting Casino Support and welcome to Live Help Facility.

SebastienP
How may I assist you today?

robert
sure i want you to pay me my £100 withdrawal please

robert
kelly emailed me to advise its a Swift account, its a visa debit card i used to deposit

SebastienP
I will be glad to update your payment method.

SebastienP
Before i can assist you, please can you provide your email and home address and contact number.

robert
sure

robert

***********

SebastienP
Thank you Robert.

robert
i want my £100 withdraw paying back to the card i deposited from please

SebastienP
I see that the Payment Department has noted that we are no longer able to withdrawal back to your card,

robert
for what reason is this please?

SebastienP
We will require another method of payment.

SebastienP
Processing restraints.

SebastienP
I can assure that we would issue the funds back to your card if we could.

SebastienP
That way it is easier for all involved.

robert
this is most inconvenient and highly irregular

SebastienP
However, this is no longer the case.

robert
i play at 32red.com i have played there for years using my debit card only and they do withdrawals to it too

robert
what do i need to do then please?

SebastienP
I am unable to comment on other casino's and how they operate.

SebastienP
Firstly we need to establish the method of payment.

SebastienP
You can have the funds sent via web wallet (Moneybookers, ClickandBuy), Cheque (not recommend) or Swift (directly into your bank account).

SebastienP
Which option would you prefer?

robert
swift is that secure?

SebastienP
Yes, extremely secure.

SebastienP
I must just let you know that there will be a £5 processing fee if you select swift.

SebastienP
However, it is better than waiting 14 to 21 workings for a cheque to be delivered at your address.

SebastienP
Are you okay with the processing fee?

robert
what fee?

robert
are you covering the £5 fee?

SebastienP
No, it will be deducted from your withdrawal amount.

robert
good god this a disgrace really

SebastienP
I understand your frustration Robert.

SebastienP
I can assure you that this is the last thing we wanted to do with your winnings.

robert
yes well you can safely say im not going to play here again and will be posting this and taking advice

SebastienP
Okay.

robert
you mention nothing about withdrawal fees that i can see on the website it also states clearly that you do withdrawals to visa debit too

SebastienP
I am aware that we are able to withdrawal to Visa Card's.

SebastienP
However, there are some processing companies that no longer offer this service to us.

SebastienP
Therefore, we are not able to issue Visa Card withdrawals to a few players.

SebastienP
We would not request another method if it was not required.

robert
well then you should be covering the cost as i wasnt aware you were not able to process my withdrawal to my card hassle free and fee free

robert
if you sent me a cheque then is there a fee?

SebastienP
Also, if you select Swift withdrawal on the banking pages, it will state that there is a processing fee.

robert
yes but i wouldnt select that option id want my money back to my card which is advertised as free

robert
and its not my fault you cant do that is it really?

SebastienP
Then would you like us to put the money back onto your casino account.

robert
no

SebastienP
Okay.

robert
is it free to get a cheque?

SebastienP
Yes, it is free and can take up to 21 working days to be delivered,

robert
fine

robert
ill have to do that then

SebastienP
Okay.

SebastienP
We will have the cheque issued on Monday and sent to "XXX".


They also offered me a £35 FAST DELIVERY which only take 7 working days

 

[JGslots]

From what I can gather its appears that its only "certain" uk debit card they cannot process to. Its made me really mad. I have not sent any ID to them, they have not requested it yet. I would have been more than happy to play here again. But as a result of this they will never ever see another penny from again. Bloody rogues lol.

 

[paul7388]

that's pretty bad. Okay I can understand the not being able to pay back to card bit as had that before but rest is garbage. To charge a fee to send it to your bank yet no fee to send you a cheque, now that makes no sense at all.

 

[dunover]

that's pretty bad. Okay I can understand the not being able to pay back to card bit as had that before but rest is garbage. To charge a fee to send it to your bank yet no fee to send you a cheque, now that makes no sense at all.

Actually it does, as the money obviously comes from outside the UK which means the sender or recipient incurs an intermediary or recipient bank fee. Then again, this fee of £5 must surely exceed the cost of issuing and posting a cheque. I'd have personally taken the £5 fee and given my IBAN number to get it in a few days, although the cheque will NOT take 21 days, or anywhere near IMO.

Now in the chat the CS does indeed mention 'payment processor limitations' (paraphrasing there) which is what I first stated. That confirms the processor is indeed limited and the site terms should reflect that, as well as players checking the payment method terms BEFORE depositing.
It is not uncommon for casinos for example to accept MasterCard deposits but only refund to UK-issued Mastercards or not at all. The same scenario in Maestro debit cards also occurs, but less often. As most UK debit cards are visa debit or visa electron then the fact a large customer-base cannot get refunded to them is poor from both the casino and their processor's angle.

 

[paul7388]

Thank you for pointing that out dunover. I was just wrongly thinking it would be free to send to bank and a cheque would cost money because of postage etc that's why I thought it would be the other way around for fee. Thank you as always for explaining.

 

[JGslots]

I dont understand why they cant do this. They are a large group from what I can see. Its for such a small amount? I had issues withdrawing to my mastercard many moons ago like you say. Still there is nothing I can do other than to post this here so as others know.

 

[vinylweatherman]

Their excuses make no sense. If they have some processors that can't send back to debit cards, then presumably they have other processors who can. There is a simple solution, use one of the processors that CAN for this players' withdrawal, as they are obviously doing for all the other players that have managed to painlessly withdraw to their debit card.

If they are using a standard bank payment, there should be no fee. There IS a fee for CHAPS, which is a same day electronic payment, but which has become irrelevant since the passing of the compulsory "faster payment" rules for banks, which means a free BACS payment and an expensive CHAPS payment both now result in the money being credited by the following day.

Odd that they are trying to steer you towards Neteller, yet Ladbrokes have been using a big stick to DETER players from using Neteller in favour of guess what? DEBIT CARDS!!! 32Red even withdrew weekend processing because it only benefitted users of Neteller and Skrill, and they would rather players used their debit cards instead, and thought that by removing all incentives for using eWallets they would curb players from switching from debit cards to eWallets.

Since this is Jackpot City, have they mentioned the 10 day pending period yet?

In the real world, the cheque should take nothing like the 21 days they are trying to scare you with, they are trying to scare you into not selecting Cheque (which is free) into selecting a method from which they can deduct £5. My experience of being paid by cheque from Microgaming casinos has been under 7 days, and they tend to be drawn on a UK Barclays account or one of the big Irish banks (in sterling though).

It's possible that you have had the issue badly explained by an inept CS rep, and that in fact it's nothing to do with their processors at all, but due to you having a more obscure type of card, the Visa Electron for example, or one from a building society or demutualised ex building society bank. These will be on the LINK network, rather than the main ATM network shared by the "big four" banks. Casinos would not, in general, be able to pay withdrawals back to MasterCard debit cards.

 

[JGslots]

Their excuses make no sense. If they have some processors that can't send back to debit cards, then presumably they have other processors who can. There is a simple solution, use one of the processors that CAN for this players' withdrawal, as they are obviously doing for all the other players that have managed to painlessly withdraw to their debit card.

If they are using a standard bank payment, there should be no fee. There IS a fee for CHAPS, which is a same day electronic payment, but which has become irrelevant since the passing of the compulsory "faster payment" rules for banks, which means a free BACS payment and an expensive CHAPS payment both now result in the money being credited by the following day.

Odd that they are trying to steer you towards Neteller, yet Ladbrokes have been using a big stick to DETER players from using Neteller in favour of guess what? DEBIT CARDS!!! 32Red even withdrew weekend processing because it only benefitted users of Neteller and Skrill, and they would rather players used their debit cards instead, and thought that by removing all incentives for using eWallets they would curb players from switching from debit cards to eWallets.

Since this is Jackpot City, have they mentioned the 10 day pending period yet?

In the real world, the cheque should take nothing like the 21 days they are trying to scare you with, they are trying to scare you into not selecting Cheque (which is free) into selecting a method from which they can deduct £5. My experience of being paid by cheque from Microgaming casinos has been under 7 days, and they tend to be drawn on a UK Barclays account or one of the big Irish banks (in sterling though).

It's possible that you have had the issue badly explained by an inept CS rep, and that in fact it's nothing to do with their processors at all, but due to you having a more obscure type of card, the Visa Electron for example, or one from a building society or demutualised ex building society bank. These will be on the LINK network, rather than the main ATM network shared by the "big four" banks. Casinos would not, in general, be able to pay withdrawals back to MasterCard debit cards.

Its not an Electron card its just a normal debit card as far as i know deposited hundreds of times and withdrew at many casinos. Looks like its just them trying to get me to play it back

 

[vinylweatherman]

Its not an Electron card its just a normal debit card as far as i know deposited hundreds of times and withdrew at many casinos. Looks like its just them trying to get me to play it back

Call their bluff and take the free cheque. It's only £100, 7 days isn't that long. If you got it today via Swift, you wouldn't earn an extra 5% interest to make the fee worthwhile in a year, let alone 7 days. You can then go back to casinos that have more able processors.

 

[dunover]

Their excuses make no sense. If they have some processors that can't send back to debit cards, then presumably they have other processors who can. There is a simple solution, use one of the processors that CAN for this players' withdrawal, as they are obviously doing for all the other players that have managed to painlessly withdraw to their debit card.

If they are using a standard bank payment, there should be no fee. There IS a fee for CHAPS, which is a same day electronic payment, but which has become irrelevant since the passing of the compulsory "faster payment" rules for banks, which means a free BACS payment and an expensive CHAPS payment both now result in the money being credited by the following day.

Odd that they are trying to steer you towards Neteller, yet Ladbrokes have been using a big stick to DETER players from using Neteller in favour of guess what? DEBIT CARDS!!! 32Red even withdrew weekend processing because it only benefitted users of Neteller and Skrill, and they would rather players used their debit cards instead, and thought that by removing all incentives for using eWallets they would curb players from switching from debit cards to eWallets.

Since this is Jackpot City, have they mentioned the 10 day pending period yet?

In the real world, the cheque should take nothing like the 21 days they are trying to scare you with, they are trying to scare you into not selecting Cheque (which is free) into selecting a method from which they can deduct £5. My experience of being paid by cheque from Microgaming casinos has been under 7 days, and they tend to be drawn on a UK Barclays account or one of the big Irish banks (in sterling though).

It's possible that you have had the issue badly explained by an inept CS rep, and that in fact it's nothing to do with their processors at all, but due to you having a more obscure type of card, the Visa Electron for example, or one from a building society or demutualised ex building society bank. These will be on the LINK network, rather than the main ATM network shared by the "big four" banks. Casinos would not, in general, be able to pay withdrawals back to MasterCard debit cards.

No no no!! You are ASSUMING the payment is coming from inside the UK banking system to a UK recipient, in which case there is NO reason for a fee and with the advent of 'Faster Payment' CHAPS is virtually redundant anyway - in that you are correct. I am suggesting the payment is originating from a bank in the EU but OUTSIDE the UK in which case fees may be applicable. Just because ONE MG casino used Barclays UK to send you a cheque it doesn't mean ALL MG sites do, as they can use different processors. Even if they did they would likely have a UK based checking account but a different one outside it for transfers. Unless you know exactly where the processors have their accounts and where they are located, to state that there is no cost incurred is speculative.

 

[spintee]

There was a thread about using bank cards a good while ago, I think VWM also was involved and like he just mentioned
Casinos would not, in general, be able to pay withdrawals back to MasterCard debit cards.
Alot of sites can not put back to the mastercards (debit) Unsure if this is your case but if your using visa debit than there should be no excuse to pay back

 

[vinylweatherman]

No no no!! You are ASSUMING the payment is coming from inside the UK banking system to a UK recipient, in which case there is NO reason for a fee and with the advent of 'Faster Payment' CHAPS is virtually redundant anyway - in that you are correct. I am suggesting the payment is originating from a bank in the EU but OUTSIDE the UK in which case fees may be applicable. Just because ONE MG casino used Barclays UK to send you a cheque it doesn't mean ALL MG sites do, as they can use different processors. Even if they did they would likely have a UK based checking account but a different one outside it for transfers. Unless you know exactly where the processors have their accounts and where they are located, to state that there is no cost incurred is speculative.

If there is a fee, it's a business expense, the cost of having the particular setup they have decided upon. They should not be telling the customer that they have to pay this fee just because the business has said it isn't interested in using one of the fee free options it advertises as available. Would a business that I owe £100 to be happy for me to deduct £5 for the cost and inconvenience of paying them? Ultimately, this business owes the player £100, the player expects to receive £100, not £95 or some other figure. Perhaps the player should do what most utility companies do and charge the casino an additional fee for not paying the bill by the method selected by the player; just as BT charge an extra fee if a customer decides to pay by cheque or cash, rather than the method chosen by BT, which is Direct Debit.

If they are serving a particular market, they should have a banking facility in that country to serve it. This is what the reputable casinos do, they either have a Barclays account in the UK, or a Bank of Ireland account that will cut business cheques in UK Pounds as well as Euros.

It seems that in this case the fee and jerking around is being used as a big stick to get the player to open an eWallet account, which is presumably in the interests of the casino, if not the player. Having established that they cant pay back to the card, they don't want the player to settle upon an alternative method that over the long term will cost the casino more money than one of the other methods it uses, so they slap on this £5 fee in the hope that a fee free option like Neteller will be used instead by the player.

 

[JGslots]

Arrived home today to find a Cheque for £100 Happy that I received it and also in good time. Im still never going to deposit there again, ill just stick to 32red for MG me thinks as its a lot less hassle!

 

[horseplayer]

Not sure what is going on with JP. I issued a withdrawal through WU on June 5th. I have received 3 emails from them that they received the withdrawal request and would review in short order. The last email I received said that they had manually processed the WU payout. I'm not sure what that means because they did not send a control number or senders name. They also reduced payout amount for $25. Not getting many answers from rep on this site and I don't know if money is there for me to pick up or if I still need to wait for control number. It's 6/15 and it certainly shouldn't take this long to process WU especially since I'm paying such a high fee to have payment sent that way.