Jonny Jackpot Payout Complaint – Resolved

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Jonny Jackpot Casino

We received this below payout complaint from a player a Jonny Jackpot casino

I requested a payout on June 30 from jonnyjackpot. Com of my winnings of $500 Canadian. I always check the site’s terms and conditions Prior to signing up and their site boasted that their payouts are usually paid within 2 to 3 business days. This was also confirmed in their terms and conditions area of the site.
Once a withdrawal is requested, it will remain pending for between 1-2 days. Once approved it will be processed immediately but may take up to 3 working days to reach your account – this period will vary depending of the withdrawal method selected.
They replied that they required more information/documents which I submitted and I had passed the verification process and did not play with bonus’s. My withdraw was approved by jonnyjackpot on July 1st.
Three days goes by and no deposit. Then five days goes by still nothing. So i go to chat support. They contact their finance department who then sends me an email on the 8th of July stating:
Dear Charlene,
Kindly note that your 500 CAD withdrawal was processed successfully on our side on 01.07.2019. Kindly allow up to 10 business days for the funds to reflect on your side.
Kind regards,
Accounts Team
So I let the ten days go by. And still nothing. I to back to chat support and ask them to forward me the confirmation or transaction number from this alleged deposit made into my account so that I can have my bank look into it. After several hours the representative send me a series of numbers. I contact my bank and my bank says it’s not valid.
They ignored my concern that the number they gave me was a fake
Then on July 12th they request proof via a copy of my bank statement to show no deposits were made. My bank advised me not to do this so I screen shot transaction made only between June 30th and July 3rd. And submitted that.
Now I have repeatedly requested the confirmation number from the deposit that they allegedly made into my account and they are ignoring it demanding insend them my entire bank statement for the month of july

We then contacted Jonny Jackpot Casino and received this prompt reply…

Dear Rick

Username: *****
Brand: Jonny Jackpot

Following a review of the players account and correspondence we can confirm that we have been in constant communication with the player regarding the dispute to resolve the issue.

We confirm the player requested a $500.00 withdraw via the My Account section of the casino by entering the required bank details. The transaction then processed on July 1st, 2019 to the provided banking details.

We confirm we advised the player that the Inpay Reference for the transaction is 3822UEU this code should be provided to the banks internal Debit/Credit Department for review and assistance.

In accordance with our processes we asked the player for a detailed statement reflecting the relevant account information for us to compare the submitted details as well as to ensure the funds perhaps have not reflected unnoticed. This request is standard practice and as, yet the player has not complied. Without the requested bank statement our hands are tied, and no further investigation may take place.

We confirm that we would also accept a Bank official letter confirming the funds could not be located by the relevant team utilising the Inpay reference number.

Trusting this clarifies matters, we look forward to hearing from the player with the above requested documents.

Regards

We’ve contacted the player about the request from the casino and although they are not happy about sending in their bank statement, they have a greed to do it.

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