Resolved Wildjack Casino witholding payout and locked a/c

[dunover]

Hi, had this issue once before earlier in the year with GamingClub MG casino. The rep resolved it and reinstated the account. Have played, deposited and w/d from several MG casinos in the meantime with no issues, including Golden Lounge, 32RED, Dash, GNUF, 7sultans and a few more besides.
I joined Wildjack last Monday, seeing it was accedited, proceeded to deposit and play with the usual cards I use with no issues on the others. Spent over 600, and had pending/reversible w/ds for 1465.
I tried to login today and was given the dreaded 'account locked' box, and proceeded to call the customer care no. which didn't help much, just suggested I e-mail support.
Apparently one of my details is associated with 'chargebacks' (somethng I've not done).
I've been racking my brains over this, and the ony thing I can guess has something to do with this was when I lost my wallet (I still believe it was pickpocketed) last year, and spent a whole day cancelling my cards (as you are obliged to do) and documents.
This is my theory, but if I am right why can I deposit and w/d from the rest without locking?
They all use the Viper platform.
This is confusing, and it seems they were happy to take my deposits but now I've tried to W/D these 'issues' suddenly appear...
Any ideas?

 

[Borgie]

Hi, had this issue once before earlier in the year with GamingClub MG casino. The rep resolved it and reinstated the account. Have played, deposited and w/d from several MG casinos in the meantime with no issues, including Golden Lounge, 32RED, Dash, GNUF, 7sultans and a few more besides.
I joined Wildjack last Monday, seeing it was accedited, proceeded to deposit and play with the usual cards I use with no issues on the others. Spent over 600, and had pending/reversible w/ds for 1465.
I tried to login today and was given the dreaded 'account locked' box, and proceeded to call the customer care no. which didn't help much, just suggested I e-mail support.
Apparently one of my details is associated with 'chargebacks' (somethng I've not done).
I've been racking my brains over this, and the ony thing I can guess has something to do with this was when I lost my wallet (I still believe it was pickpocketed) last year, and spent a whole day cancelling my cards (as you are obliged to do) and documents.
This is my theory, but if I am right why can I deposit and w/d from the rest without locking?
They all use the Viper platform.
This is confusing, and it seems they were happy to take my deposits but now I've tried to W/D these 'issues' suddenly appear...
Any ideas?

Wild Jack are an accredited casion have you tried sending a PM to the rep to see if they can help?

 

[dunover]

I e-mailed the CS as advised on the phone, the stated 2 hours reply materialized 13 hours later, saying they would call me - lol still waiting. I contacted the rep who promised me a call 'within 24 hours' and that is now 27 hours ago.........
The CS e-mail asked for a convenient time to call I replied 'from 15 minutes onwards after receipt of this reply' and needless to say I haven't received the call as yet.
How on earth these sites can be accredited I'll never know. Feel sorry for anyone who has a complaint on one that isn't! I'll get onto the rep again, this is slow and laborious so far. She did say yesterday we should be able to sort it out, but I am getting more and more doubtful. I'll try the PAB if not resolved soon.

PS I just noticed that apparently they are not a JF casino anymore via a thread in July concerning witheld winnings. I am a bit concerned as on here when I joined they were listed as JF along with allslots, all jackpots and another one. I know JF are kosher from the past, so I would have thought twice about joining otherwise.

 

[dunover]

Just an update, I have still not received the 'phone call in 24hrs' promised by the rep on here 2 days ago. The e-mails I send are not replied to in the stated 2 hours, and I rang last night and was advised (again) the 'finance dept' will call me (still waiting).
I complained about this, and was told 'they are waiting for you to confirm a time to call you'. I already replied 36 hours ago to that e-mail telling them anytime after 15 minutes of them receiving my reply. They are now not responding to my e-mails, and the rep hasn't answered my last 2 messages on Thursday and Yesterday.
I'm being sent around in circles here and CS is slow or unresponsive with false promises. I also noted today my card account has NOT been debited for my deposits last Monday.
What does this tell you?
'If you lose we will keep you deposits - if you win we won't take your deposits but won't pay your winnings' It's called the 'WildJack no-lose gamble'

I cannot, reading CM's terms for accreditation, understand how this site can possibly be accredited. I have played on over half of the accredited sites on here over the years and have NEVER had an issue like this or experienced such poor and slow CS. The rep did reply prompty initially, but as the promises made have been unfulfilled and further questions unanswered, I will try the PAB route.

I understand protocol requires no influencing via forum posts while the process is in progress, so I'll wrap this thread up now until I hear the outcome. All I leave here is the story thus far which has lead to this situation.

Off to Lucky Nugget for an hour now, who funnily enough take my deposits and refund winnings to the same card used on WildJacks...

 

[dunover]

resolved

OK, they finally rang me this morning and it is resolved. Apparently when I had to renew all my cards around this time last year, as explained in first post, my card issuer (2 months after the event bizarrely) withdrew some, but not all, of my deposits to another account in the group. This of course flagged me up, and I can see why they locked the account now. They were very slow in getting back to me it has to be said, but at least I have an answer. The thing is, I can't understand why they didn't contact me at the time to inform me of this. The end result is they didn't take my deposits, but didn't pay the winnings correspondingly. I am 811 pounds the poorer now, or as a cynic might say 'quits'.
I can only assume as I can't access my old card account, that when I told the bank what time my wallet was lost, they cancelled anything AFTER that time, and it's possible that some transactions didn't hit my card until after that deadline and were cancelled.
I've simply been a victim of bad timing and luck; I'll just have to live with it. Austerity Christmas now...

 

[richie]

Don't bother playing there again. IMO, accredited casino or not, sounds like a convenient excuse for them not to pay your winnings. Bet if you had lost, those deposits would have been debited. Grrrrr

 

[dunover]

The cynic in me agrees with you, I have to say. But I can't prove it. No, I won't be playng there again.

 

[vinylweatherman]

OK, they finally rang me this morning and it is resolved. Apparently when I had to renew all my cards around this time last year, as explained in first post, my card issuer (2 months after the event bizarrely) withdrew some, but not all, of my deposits to another account in the group. This of course flagged me up, and I can see why they locked the account now. They were very slow in getting back to me it has to be said, but at least I have an answer. The thing is, I can't understand why they didn't contact me at the time to inform me of this. The end result is they didn't take my deposits, but didn't pay the winnings correspondingly. I am 811 pounds the poorer now, or as a cynic might say 'quits'.
I can only assume as I can't access my old card account, that when I told the bank what time my wallet was lost, they cancelled anything AFTER that time, and it's possible that some transactions didn't hit my card until after that deadline and were cancelled.
I've simply been a victim of bad timing and luck; I'll just have to live with it. Austerity Christmas now...

The real villain is your bank. They should have checked with you which transactions were legitimate ones made before your card was lost. There is no excuse for the bank not knowing how the system works, and that some transactions that you made legitimately before the card was last might not show up till after. You could complain to your bank that their action has led to an adverse listing on a fraud/chargeback database, and has cost you a considerable sum of money because a merchant you did business with used that adverse listing against you.

If you get the brush off, you can go to the ombudsman. The problem is that the blacklisting still exists, and needs to be sorted out as this could happen again.

Wild Jack is no longer part of JF anyway, and doesn't have "other casinos in the group".

 

[maphesto]

Wild Jack is no longer part of JF anyway, and doesn't have "other casinos in the group".

Wild Jack still links to Brightshare as their affiliate site and Brightshare are listing Wild Jack as one of their brands. Are you sure you have this info correct VWM?

Edit: I can see that they are not listed here:

You do not have permission to view link Log in or register now.

 

[vinylweatherman]

Wild Jack still links to Brightshare as their affiliate site and Brightshare are listing Wild Jack as one of their brands. Are you sure you have this info correct VWM?

Edit: I can see that they are not listed here:

You do not have permission to view link Log in or register now.

Maybe the affiliate program is all they share. Wild Jack no longer feature in JF promotions, and do not mention JF on their website. I even remember getting an email telling me that my Wild Jack account was under new ownership.

It's possible they share processing with JF, which is why a connection would be made when the bank pulled back charges from JF group casinos.

In fact, the OP may not be as down as they think, as they will have gained from the bank having reversed these earlier charges, even though it cost the latest winnings from Wild Jack.

 

[dunover]

The real villain is your bank. They should have checked with you which transactions were legitimate ones made before your card was lost. There is no excuse for the bank not knowing how the system works, and that some transactions that you made legitimately before the card was last might not show up till after. You could complain to your bank that their action has led to an adverse listing on a fraud/chargeback database, and has cost you a considerable sum of money because a merchant you did business with used that adverse listing against you.

If you get the brush off, you can go to the ombudsman. The problem is that the blacklisting still exists, and needs to be sorted out as this could happen again.

Wild Jack is no longer part of JF anyway, and doesn't have "other casinos in the group".

Cheers Vinyl - I rang the bank, and after being pushed from pillar to post, finally got an answer. The vendor has 30 days to lay claim to stopped reversals if they have provided goods/services, and didn't bother. The total amount was hundreds less than my 811 profit, so I am as you say not the whole 811 down, just most of it!
To rub salt in, WildJack e-mailed me saying they had unlocked my account and I was OK to play again, with netwallets! I logged in, checked the MG Viper financials page and clicked on both my 'processed' wd's to see the 1465 marked as 'confiscated'. I logged out and e-mailed them on their 'within 2 hour response' and requested they close the account ASAP. That was 24 hours ago. No response, same as before when I had the original issues.
I seriously think this site should not be accredited just on account of the tedious and near non-existent CS notwithstanding the rest. I even offered on the phone that they take the unclaimed reversals from my winnings, but 'we don't do that'. As one chap said earlier, they would have kept your deposits if you'd lost. I believe that. I was allowed to deposit and play for 2 days with no issues, until they received my wd and realized I hadn't reversed it and wasn't going to, then the aggro began.
I think this site, now out of the FL group, should be 'proceed with care'.

 

[vinylweatherman]

Cheers Vinyl - I rang the bank, and after being pushed from pillar to post, finally got an answer. The vendor has 30 days to lay claim to stopped reversals if they have provided goods/services, and didn't bother. The total amount was hundreds less than my 811 profit, so I am as you say not the whole 811 down, just most of it!
To rub salt in, WildJack e-mailed me saying they had unlocked my account and I was OK to play again, with netwallets! I logged in, checked the MG Viper financials page and clicked on both my 'processed' wd's to see the 1465 marked as 'confiscated'. I logged out and e-mailed them on their 'within 2 hour response' and requested they close the account ASAP. That was 24 hours ago. No response, same as before when I had the original issues.
I seriously think this site should not be accredited just on account of the tedious and near non-existent CS notwithstanding the rest. I even offered on the phone that they take the unclaimed reversals from my winnings, but 'we don't do that'. As one chap said earlier, they would have kept your deposits if you'd lost. I believe that. I was allowed to deposit and play for 2 days with no issues, until they received my wd and realized I hadn't reversed it and wasn't going to, then the aggro began.
I think this site, now out of the FL group, should be 'proceed with care'.

There should be no problem for them claiming their transactions as valid as they are perfectly legal here in the UK. It does seem odd that the bank puts the onus on the merchant to refute a stoppage on a transaction that was made before the card was stolen, but delayed in posting. The bank would know the actual date the transaction was made, and thus could tell that it took place whilst you were still in control of the card. They should have checked with you before considering such transactions to be fraudulent. Their carelessness has blackened your name, and in theory your bank could be guilty of Libel in the same way that a bank that incorrectly bounces a check you have written out could.

If the bank does insist on holding back these legitimate transactions, then it falls to you to send the money over to the casino. They should not have reopened your account for further play at this stage, even with eWallets.

It's not that they can't take the money out of the winnings, it is merely their policy that you have to do things the long way around in order to settle the issue. They cannot take their money out of losses, so probably feel that whatever procedure is in place must be able to deal with both winning and losing accounts, hence the need to send the money over to the casino.

You should now PAB, and indicate that the problem lies with your bank's reaction, and that you would like to have a resolution mediated that first returns the money to the casino that was wrongly stopped by the bank, in return for which the casino then considers the issue resolved and restores things back to where they were.

They may still stick with the restriction of eWallets only in place.

The UK is moving away from credit cards as a way to fund gambling, and this is probably because of the high risk nature of such debts, but also to negativity from the government about the whole concept of easy credit that can be spent at gambling sites.

The new regulatory regime may even include a ban on credit cards being used to fund gambling deposits so that players can only play with money they currently own.

 

[dunover]

There should be no problem for them claiming their transactions as valid as they are perfectly legal here in the UK. It does seem odd that the bank puts the onus on the merchant to refute a stoppage on a transaction that was made before the card was stolen, but delayed in posting. The bank would know the actual date the transaction was made, and thus could tell that it took place whilst you were still in control of the card. They should have checked with you before considering such transactions to be fraudulent. Their carelessness has blackened your name, and in theory your bank could be guilty of Libel in the same way that a bank that incorrectly bounces a check you have written out could.

If the bank does insist on holding back these legitimate transactions, then it falls to you to send the money over to the casino. They should not have reopened your account for further play at this stage, even with eWallets.

It's not that they can't take the money out of the winnings, it is merely their policy that you have to do things the long way around in order to settle the issue. They cannot take their money out of losses, so probably feel that whatever procedure is in place must be able to deal with both winning and losing accounts, hence the need to send the money over to the casino.

You should now PAB, and indicate that the problem lies with your bank's reaction, and that you would like to have a resolution mediated that first returns the money to the casino that was wrongly stopped by the bank, in return for which the casino then considers the issue resolved and restores things back to where they were.

They may still stick with the restriction of eWallets only in place.

The UK is moving away from credit cards as a way to fund gambling, and this is probably because of the high risk nature of such debts, but also to negativity from the government about the whole concept of easy credit that can be spent at gambling sites.

The new regulatory regime may even include a ban on credit cards being used to fund gambling deposits so that players can only play with money they currently own.

Cheers for the reply vinyl - I did PAB originally then asked Max to cancel it once they finally contacted me way after they promised, by phone and explained the situation. I can't submit a second one surely? If I asked to restore the account it would mean them paying me 500-odd quid when I had addressed the bank's stopped transactions - not a chance methinks, as I'm basically saying 'I'll give you 200 quid if you give me 800 in return'. They watched the account, they knew I was playing and took a chance I'd lose - when I didn't they cashed in their no-lose gamble and kept my money in winnings. At the end of the day they class it as chargeback, regardless of the reason why it happened, and there's bugger-all PAB/Max can do about it. I'm stuck with it.

 

[vinylweatherman]

Cheers for the reply vinyl - I did PAB originally then asked Max to cancel it once they finally contacted me way after they promised, by phone and explained the situation. I can't submit a second one surely? If I asked to restore the account it would mean them paying me 500-odd quid when I had addressed the bank's stopped transactions - not a chance methinks, as I'm basically saying 'I'll give you 200 quid if you give me 800 in return'. They watched the account, they knew I was playing and took a chance I'd lose - when I didn't they cashed in their no-lose gamble and kept my money in winnings. At the end of the day they class it as chargeback, regardless of the reason why it happened, and there's bugger-all PAB/Max can do about it. I'm stuck with it.

You CAN PAB as Wild Jack is an accredited casino. Max will compare your story with what Wild Jack have. If your story is true, it is a serious banking issue, and you should make a formal complaint to your bank as they have effectively libelled you by making chargebacks for transactions that were legitimately made when you still had possession of the card. If no luck after 8 weeks, take it to the ombudsman and ask to be compensated for the money you have lost through their actions, along with the black mark that is now against your name, and could be next to impossible to clear.

The ombudsman might require your bank to contact the merchants directly and admit that it was their mistake that caused the chargebacks.

To put players in a position of having to not report a lost or stolen card as required under banking regulations for fear of the bank's procedures (or errors) would permanently blacken their name.

There have been other players caught up like this, and there are cases where a resolution has been reached once the player was able to put right the chargebacks, and provide evidence that there was no malice intended. The missing funds have to be sent back to the merchant first, as this proves that you had them in the first place, and are not going to go back on any agreement as a fraudster might.


There have been cases in the past where banks have successfully sued for libel after having incorrectly "bounced" a cheque written by the account holder. The libel in such cases is that the recipient of the cheque is effectively being told by the bank that they have been defrauded by the account holder through the use of a dud check.