Jackpot Village Casino does not pay out! Help! (positively resolved)

[joginator]

Here is the email I sent to the casino support Jackpot Village have sent. So the text is aimed at the casino but also explains my complaint,


I can say that I am an experienced player and have deposited and successfully requested withdrawals at many casinos. so I know how important it is to read up on the bonus rules before making a deposit.
Therefore, before I make my first deposit in a casino, I always ask in live chat whether I qualify for the welcome bonus or not. Then I use the search function (Ctrl+F) and check whether there is an exclusion of the payment method in the general bonus conditions. I have that too with "Jackpot Village"
made before I deposited (https://www.Jackpotvillage.com/de-de/promoterms) but could not find the word SKRILL. I then made a deposit. On the deposit page I selected Skrill and set the deposit amount and clicked continue. After the website had loaded another field appeared with the question whether I would like to select a bonus. When I clicked on Add bonus there, after further reloading, another page came up with the welcome bonus.. Since I was in the bonus rules (https://www.Jackpotvillage.com/de-de/promoterms) did not find any exclusion from Skrill and I was explicitly offered the welcome bonus after I had chosen Skrill as a deposit method, I assumed that the casino did not offer me a bonus that I was not allowed to receive because I was violating the rules of the casino . Unfortunately, I fell into the Skrill trap with it. The bonus was credited to me by the casino and I started playing. Without ever touching the bonus, I won so after a while I thought it was time to request a payout. Unfortunately that didn't work and that's why I asked in the live chat to cancel the bonus. In the chat I was told that I first had to fulfill the sales conditions. That's what I did then. I then applied for a payout of €500 and immediately uploaded my documents so that I could be verified. Then nothing happened for 2 days until I got the email that I was now verified. Then a day later the news came that my prize was confiscated:


our account has been found to be in breach of clause 7 - of our Promotional > Terms and Conditions:


However, this paragraph 7 can only be found on the casino's promotions page in the small print and not in the Terms and Conditions or the Bonus Rules websites.
How can it be that the casino gives me a bonus that the casino doesn't want to give me and that I'm not allowed to take, otherwise my winnings will be withheld.
At every other casino I know, that would not have been possible at all, the deposit would have been accepted but the bonus would not have been credited.
To summarize again:
1. I couldn't find anything related to Skrill on your T&Cs page and your Bonus Rules website. I didn't know that you distributed your rules all over the website. I always inform myself about the rules and always contact the live chat first.
2. I claimed the bonus with a clear conscience because the bonus was shown to me during the deposit process after I had selected the amount and the payment method on an extra newly loaded website, i.e. after I had the impression that a system query had to be made same bonuses. With you, I was explicitly offered the forbidden bonus after the system query took place. Your system gives the impression that you are doing everything right and supports the player in making an avoidable mistake.
3. I was also not informed at any other point about the deposit failure until one day after the verification process was completed. Maybe the casino prefers to wait at this point to see if there is a payout at all. If not, then at least you don't have to confront the customer about confiscating his winnings.
4. That by awarding a prohibited bonus to your paying customers, you give your casino an inappropriate advantage and put all casino players at a collective disadvantage and, in addition to losses, also rake in profits.

I have no problem following rules and will accept it if a casino excludes a payment method only if it says so on the relevant T&C and Bonus Rules pages. If this is not the case, then one should actually be able to expect today that the casino website is programmed so professionally that it is impossible to award forbidden bonuses to its paying players

[Glumbi]

Good morning,

in the bonus conditions there is a note that special provisions for the welcome bonus are directly on the campaign page.


If you go there, point 7 says that deposits via Skrill and Neteller are not eligible. Here: https://www.Jackpotvillage.com/de-de/aktionen/


Which of course, in my opinion, shouldn't work at all, that you can deposit with a method that isn't approved for the bonus. I think Slotti or Spielo can say more about this topic.

[joginator]

I asked a friend to register on the casino website so we could take these screenshots. They show the deposit process. The third picture in particular is important. After clicking on "Continue" it shows a rotating circle (egg timer) with the message "Searching for a bonus".
At this point, the system is looking for a bonus for the customer. Unfortunately, the result is the offer of a forbidden bonus.

The last 2 pictures show the unsuccessful search for the word "Skrill" via CTRL+F in the bonus rules and the terms and conditions of the casino. I did this search before depositing. As you can see "Skrill" is not mentioned here.

[joginator]

I received this answer to my complaint;

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Good day Juergen.

Thank you for your email and addressing your concern to Jackpot Village Casino.

Your email has been forwarded to the relevant department for further review.
Please allow 21 days for a reply.

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So 21 days should I give them time? That's what I call fixed support!!! :-)

[playtime slotti]

In our listed bonus conditions (partly excerpts) this situation is described. The system doesn't seem to be blocking the welcome bonus on deposits made through Skrill and Neteller and that's not ok. If someone then deposits using this method and the bonus is still credited, then this is not only a mistake on the part of the casino but also a deliberate practice that is unacceptable. Even by asking the live chat, he should have pointed this out. It's not transparent at all and I don't like it at all.

joginator didn't do anything wrong for me and even if he was explicitly aware that he wouldn't get any bonus by this method. The casino credited him with the bonus anyway. They didn't want to cancel the bonus either. One can only guess whether they now have ulterior motives to refuse customers payment based on these conditions if they are successful. If so, then that would be quite bold not to say fraudulent.

As a player and connoisseur of the scene, I can't accept that and you definitely can't leave it like that. The system settings are the problem for me here. I have already made contact and hope the company understands what would ultimately help the user.

@J�rgen: I need a few more details, which you can please send me via PM, thanks!

[joginator]

It goes down like a l!!! Thank you very much for the approval. That feels good :-) @glumbii
@playtime slottii


WBecause I'm not a beginner, you can probably assume that I'm not the first and only one to whom this has happened.
This, let's call it an "incident", is really not just about my money, but about a business conduct that is extremely negligent or even intentional in disregarding the interests of the customers and thus affecting their own trade.

Thank you again!

[joginator]

@J�rgen: I need a few more details, which you can please send me via PM, thanks!

@ playtime Slotti Gladly. I'm always available for any questions, dear Slotti!

[Glumbi]

Please continue to keep us updated.

[Mexxx]

So I dohc hope that this will change

[joginator]

So far I have only received the following reply:
Good evening J�rgen, thank you for your mail.
I have forwarded everything to the responsible department for you. You will then be contacted by email once a decision has been made.
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I have together with a friend who is on Jackpot Village registered for this made a video of the deposit process. You can see on the video that the bonus is offered during the deposit process after my friend has selected the amount and payment method and reloaded the website. A kind of, let's call it a worm appears, spinning in circles with the words "Looking for a bonus". You can see that a system query is started and then displayed. However, a bonus that is forbidden by the casino itself is explicitly offered after the system query has taken place. Your system gives the impression that you are doing everything right. However, the bonus offered by the system is not named as a welcome bonus, only the percentage, maximum bonus amount and the number of free spins.

In addition, the website shows me the amount of the bonus that the casino would like to donate to me. It doesn't say anything about a "welcome bonus".
Another indication that this casino website is actively supporting the player is that the player is running into an avoidable error.

By awarding a prohibited bonus to its paying customers, it gives your casino an undue advantage and puts all casino players at a collective disadvantage.
I have no problem following rules and will accept if a casino excludes a payment method only if it says so on the relevant T&C and Bonus Rules page. If this is not the case, then one should actually expect today that the casino website is so professionally programmed that forbidden bonuses are awarded to paying players. is excluded. And if that cannot be guaranteed then the player should at least be given a chance to recognize which bonus they are selecting by also naming the bonus offered by the website itself after entering the payment method as a welcome bonus.

https://joginator.000webhostapp.com/...unter%2005.mp4