UK Jackpot.com, casino shouldn't make WD conditional on ID verification

[Gordon Palmer]

Unless of course you are playing at a UKGC casino - they are under a lot of restrictions on how they limit payments. No second guessing there.

Not necessarily always the case. At the weekend I tried to withdraw £150 from UK Jackpot dot com. In the past I have withdrew winnings from them with no problems. On this occasion I got an email asking for, not only I D verification, but also for proof of how i fund my gambling. On checking this, I found on the GC website that a casino is not allowed to make withdrawals conditional on I D verification................Except, they are allowed!.
It's in License Condition 17. Which, after speaking to someone at GC. I am convinced this is a perfect example of a pointless redundant rule. I also mentioned that they hadn't replied to an email I sent to their 'Customer Experience Team (contact@jackpot.com) on Monday. Also mentioned that the live chat wasn't working. And when phoning you're greeted with an automated message telling you to leave your details & someone would be in touch within 24 hours. The guy at GC didn't seem at the least concerned about this. Even suggesting this is becoming common in business. Unfortunately with around 15+ years of playing on various casino sites. I don't share his confidence.

 

[jasonuk]

I have flagged this to be split off to a new thread because it's unrelated to the OP.

The UKGC won't entertain direct complaints from customers, they'll redirect you to an alternative dispute resolution service (or ADR).

Unfortunately there is a lot of misinformation out there about how this works. The crux of the process is documented at

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- where section 3 describes what kind of behaviour will trigger the CDD, section 17 describes how the CDD proceeds.

The identification checks should have been done when you signed up - which would leave the monetary triggers, and a £150 withdrawal alone should not be sufficient to trigger CDD.

If you feel the financial request is excessive, you have a right to refuse (although ID checks are mandatory) - they should process the withdrawal (as long as you haven't continued playing after receiving the notification - that complicates matters significantly and refusal to comply may forfeit any subsequent winnings) but they will also close your account.

Although if they are behaving like that over £150, it sounds like you need to find a better site pronto!

 

[Gordon Palmer]

Thanks. I wasn't making a formal complaint. I was looking advice. I have read their instructions re making complaints. I do get the impression that apart from granting or refusing a license, the CG, like some regulatory bodies, are pretty toothless

 

[maxd]

I’ve split this off from the original thread because it’s largely unrelated to that one. Apologies for any inconvenience.

- Max

 

[Gordon Palmer]

Understood Max

 

[maxd]

Thanks. I wasn't making a formal complaint. I was looking advice. I have read their instructions re making complaints. I do get the impression that apart from granting or refusing a license, the CG, like some regulatory bodies, are pretty toothless

If it’s the UKGC you’re referring to here I can’t agree that they are “toothless”. I know from experience that they actually do have a pretty considerable “bite” when it comes to regulating and taking action against the casino operators. Unfortunately that DOES NOT translate particularly well into them having much to offer the UK player directly, largely because they leave all that to the ADRs. As it happens most licensing jurisdictions do pretty much the same, so in all fairness the UKGC can’t be singled out for that.

- Max

 

[Gordon Palmer]

While they leave complaints to the likes of ADR. If they receive a large number of reports about a particular business. Do they not have a duty to investigate?

When I contacted GC for advice. The person I spoke to was quite dismissive that Jackpot.com could be avoiding communicating with customers. In fact Trustpilot is full of people not receiving replies to numerous emails. And live chat not working.
In fact in the initial email from Jackpot.com they recommend using live chat. The general behaviour seems to be as I've experienced. You will get two withdrawals which makes you think they are a great site. And they get a 5 star review from you. After that the trouble starts.
I don't buy the attitude of the GC rep that it's the nature of business now to just have voicemail. If they won't communicate with the customer. I have zero confidence they will communicate with ADR.

 

[L&L-Jan]

Do they not have a duty to investigate?

They do

 

[jasonuk]

They do, the problem is the timelines will be different to what you are expecting.

For a customer complaint, start to finish could be anything from a couple of weeks to 3 months.
For a regulatory action, start to finish could be anything from a couple of weeks to 3+ years.

From countless discussions here over the years, the UKGC should be more proactive on things (Football Index, lack of awareness of the high seas exodus, Entain lying about their RTPs for 4 months etc) and should be more aggressive too - but they're far from "toothless".