Jackpoty Casino - Der eingezahlte Betrag des Spielers wird aufgrund eines möglichen doppelten Kontos einbehalten.

Hello, I opened a new account at Jackpoty Casino on 15.3.24 and deposited 20 Euros. I had to wait 7 days for it to process. Finally, my 20 Euro deposit appeared in my account on 24.3.24. I then contacted the support team, assuming that now the deposit was there, I would be able to receive the 1st deposit bonus of 100% and 100 free spins. However, they denied me this claiming that I had a duplicate account. I was absolutely floored. After waiting for over 7 days for my deposit to arrive, and now this! I was livid, as I was not knowingly guilty of having another account with them. I'm desperately in need of assistance.

Hallo habe am 15.3.24 bei jackpoty casino ein neuen Konto aufgemacht,und eingezahlt 20 Euro jedenfalls habe ich 7 Tage drauf warten können,so dann kam meine 20 Euro einzahlun an am 24.3.24 so dann habe ich den sopport angeschrieben da ja jetzt mal die einzahlung da ist könnte ich den bitte den 1 einzahlungsbonus erhalten 100% und 100 freispiele dadrauf hin( Benein ) man es mir da ich ein doblikat Konto hätte ich habe gedacht ich falle aus alle Wolken erst über 7 Tage warten das meine einzahlung ankommt und dann das Ding ich war stinke sauer da ich Lein e schuld bewusst bin das ich noch ein Konto da auf habe bitte halt um hilfe

Dear Baddy86, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you played any games with your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello vironics.

saw your message,

So now I can't say anything about my IP address, but one thing is certain: no other account exists. Yesterday I contacted the live chat again and asked if they could send me proof because I'm not aware of the guilt of another one. There is an account and the answer is no, they can't do that, what's that, please. So and no, I still have the 20 euro deposited game but, Pus.. but anyway, it's a big cheek that you only have to wait so long It's hard to wait for the deposit every day I asked where my 20 euros were and nothing happened and after 8 days they were on it so then I wanted to pay out the 20 euros and then that's what they said. I first have to implement it 3 times the amount, well what's that supposed to mean, I think it's really cheeky. and I haven't done the KYC yet. Why should I do it?

Hallo Vironiker.

habe ihre Nachricht gesehen,

So nun zu meiner IP Adresse kann ich nichts sagen aber eins ist gewiss das kein anderes Konto existiert.ich habe gestern nochmal den live chat kontaktiert und gefragt ob die mir ein Nachweis schicken könnten da ich mir keine Schuld bewusst bin das noch ein anderes. Konto ist da kommt nur die Antwort nein das können die nicht machen was ist das den bitteschön.so und nein mit die 20 euro eingezahltes spiel ich zwar immernoch habe aber , Pus..aber wie auch immer ist das eine große frechheit das man erst solange warten tut auf die einzahlung jeden tag habe ich nachgefragt wo meine 20 euro sind und es hat sich nichts getan und nach den 8 tag waren die drauf so dann wollte ich die 20 euro auszahlen da kommt dann von die das. Muss ich erstmal 3 mal umsetzen den Betrag na was soll das den bitte finde ich schon echt frech. und die KYC habe ich noch nicht gemacht.wieso sollte ich aucj es machen.

It is standard practice for casinos to require players to wager their deposited money several times before they can withdraw it. This measure is in place to prevent money laundering. Different casinos may have different requirements, with some needing only a 1x wagering requirement on deposits while others may have a higher threshold, such as 3x or more.

However, since the casino states you have multiple accounts, could you please confirm if you can access the account with your €20 deposit? Or has your account been closed by customer support because you allegedly had multiple accounts in the casino? Kindly forward me all the communication between you and the casino that could be relevant to your case. My email address is veronika.l@casino.guru. Thank you.

Dear Baddy86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.