Jackpotjoy in Refusal to Pay Out Blackjack Win

By Simon Wright, Last updated Jul 1, 2023

In the papers this morning and the UK’s ‘Red Top’ The Daily Star, features a story concerning Jackpotjoy and their refusal to payout £13,000 on a blackjack win, hit by a 42 year old single mum from Stoke on Trent.

Upon further reading it transpires that Donna Keeling, hit the win on an account at Jackpotjoy which was funded by her son’s debit card. As experienced players at online casinos will be aware, using someone else’s bank card is something best to be avoided.

Yet Donna Keeling, who classes herself as a first time gambler, took the matter further, contacting the press and also the UKGC after the company refused to honour her win.

Speaking to the Daily Star, Keeling said: ” I couldn’t believe I had won so much. I wanted to withdraw £12,000 and leave £1000 in the account to play with. I was using my son’s card to play and didn’t think that would be a problem.”

“But after I withdrew the money I received an email asking me to call them. As far as I could see there was nothing in the terms and conditions which said I couldn’t use somebody else’s card. If the amount had been £200 they would probably have just paid out, but because this was a lot of money, it would have been a big loss to them.”

Jackpotjoy have subsequently honoured the win, with Keeling being paid out the full amount won as a result.

Keeling’s son, Dan Lyons, whose debit card Donna used to fund her account at Jackpotjoy with, said: “The money will help my mum out massively. She is over the moon and really, really happy. She’s going to take the kids away on holiday and will treat me and she’ll just use it on stuff she wouldn’t have been able to do before.”

A spokesperson who works for Profitable Play Limited, the company that operates Jackpotjoy said: “To meet our legal and regulatory obligations, if we are unable to satisfactorily complete our age and identity verification processes via the details registered, we may ask our members to provide some personal identification documents to further confirm and validate their age and identity.”

“We always endeavour to work with our members to complete these additional verification requirements as quickly as possible to ensure they are able to enjoy their winnings or withdrawals as soon as possible.”

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