Jackpotjoy not paying winnings!

I joined Jackpotjoy 17 days ago with £50 and got a £50 bonus. I only play roulette and since this does not count towards qualifying your bonus, asked for the bonus to be removed. I was told it could not be removed manually but would be automatically removed after 14 days and that playing roulette until then would be OK.

After 14 days, my bonus was still there so I mailed customer support who told me that it would be removed at midnight. The next day it was still there and I was unable to withdraw anything. I mailed them again and was told they could not manually remove the bonus but assured me it would disappear at midnight. The next day it was still there and I cannot withdraw anything!

This happened once more and I am still waiting for a resolution. in the meantime, despite being promised that I could withdraw after 14 days, I cannot claim my winnings or even my original £50 deposit. Basically, they've taken my money and unless I wager £400 on qualifying games, I can't get it back!

Every other casino I've used has either allowed withdrawals minus the bonus or removed the bonus since roulette does not quality. Jackpotjoy seems to be the exception.

From JackpotJoys terms and conditions:

4.5 Members are required to wager FOUR times the total amount deposited (member deposit [capped at the maximum potential promotional bonus amount] + promotional bonus) BEFORE it will be possible to make a withdrawal. Wagers made on Blackjack, Roulette or Colour Wheel will not contribute to the wagering requirements with respect to the withdrawal of funds.

4.6 All bonus amounts are for wagering purposes only. No withdrawal will be honoured for an amount less than the sign up bonus. Upon a member’s FIRST withdrawal (regardless of the number of deposits), any amount up to the equivalent value of the PLAY BONUS will be deducted from the members account prior to settlement.

4.7 The initial amount wagered by a member will be deducted from their initial deposit(s) rather than from the bonus amount. In all cases a member must make a withdrawal (or spend the bonus) within fourteen days from when the bonus was credited or such bonus credits will be deducted from your play balance at our sole discretion.

Unfortunately the terms seem quite clear that you needed to wager 4 times your deposit plus bonus before a withdrawal and that roulette did not count towards it. The terms are something you should always read thoroughly at these places.

However since the 14 day bonus period has expired you are correct that it should have been nullified and you should be able to access your own funds for a withdrawal. Unfortunately 4.7 is not something you can get them on as it says "bonus credits will be deducted from your play balance at our sole discretion". Although you cant beat them over the head with their terms it is completely wrong that they are holding your money and not allowing you to withdraw what you have deposited. Keep badgering them til you get it back.

This website is based in Curacao as are about 50 others. Curacao is an independent kingdom within the netherlands and has its own Gaming control board. You could always try contacting them to check on the legality of this or threaten to do so.

The curacao government website is here but unless you speak Dutch it aint much help...

Just keep pestering i would say. I cant believe they have no way of manaully removing the bonus.

Looks like Jackpotjoy have honoured their agreement and have paid a £100 withdrawal back to my card at last.

Thank you, but it would be nice to have the bonus removed so that I don't have to go through this every time I want to withdraw!

Satisfactory solution.

Glad they finally pulled their thumb out of their proverbial.

Jackpotjoy will NOT payout my winnings.

I can only get paid by Jackpotjoy if I verify my account, and this is how I have to do it; (copy of Jackpotjoy's email to me 21/01.2008)

To do this, please submit the following information:

• Photo ID (passport or a driving license)

• Address verification (bank statement or utility bill)

• Copy of the front of all credit/debit cards that are registered on your Jackpotjoy account
(Please obscure the middle eight digits of each card number for security purposes.)

As they hold my debit card details, to give anyone this much infomation would be mad. I might as well give them my PIN numbers as well, as that will be the only thing I have left to give them. What a clever way of getting out of paying it's members, as no-one in there right mind would email this much personal information to anyone. All for £170.
Just for the record, I got my first win of £50 paid into my account, so I thought I was safe to carry on with Jackpotjoy. It was the second time I tried to claim, they want all this information. Jackpotjoy states it is to stop money laundering and fraud prevention, but lets be fair, we are all trying to stop this and to give out the details they want is asking for problems.

get on the working lunch (bbc program )they will sort it out for u i am sure as would not want the BAD press
altho any press is good for them

I wouldn't play roulette there as it is fixed. When betting red until a win I had a run of 12 blacks until my money ran out, so I topped up and switched to black which was followed by a run of 11 reds.

I am surprised they have the nerve to make it so obvious.