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
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