Android Phone

iPad

iPhone

Windows

Euro

British Pound Sterling

US Dollar

Barcrest

Gamesys

High 5 Games

NetEnt

Gibraltar

JackpotJoy Casino

Bank Transfer

Master Card

Neteller

Paypal

Paysafecard

VISA

Chat

Email

Phone

Hi peterb31 - welcome to ThePOGG.com!

I'm afraid to say you would have to provide us with a lot more information before we could help you with this complaint issue.

Thanks,

ThePOGG

Hi peterb31,

We can't do anything with this case without more detail about the issue.

Thanks,

ThePOGG

Sorry I didn't get these notifications. What did you need?

I did post full details when I made the claim... I'm able to repaste it here. But there's nowhere to add images for extra info

Hi peterb31,

A full description of the issue would be the best place to start. If after I review that we need further supporting information I'll get you to forward the images via email.

Thanks,

ThePOGG

Firstly I would like to apologise as I didn't know Virgin Games belonged to JackpotJoy if I did then I wouldn't have joined. But anyways,
I had an account with JackpotJoy (raven2007) opened 11/08/2007 and then somehow another account (raven2008) opened 25/03/2012 under the same email address. I was with them for a while but my addiction got worse so I decided on the 13/08/2013 to self-exclude myself as I spent 19k on there and that was well out of my depth. But I didn't return to that account so the self-exclusion didn't end. (Not until you speak to them to get it reinstated)

On the 30/05/2014 I had a relapse and created the account (peterb31) in where I deposited £1,930.00 under the same address and name. I was able to speak to an adviser who confirmed that the both accounts was under the same address and I passed security questions. I have the chat transcripts if and when required. Now my point is that I was able to create a new account using my own name and own address and deposit £1,9k had I won anything then upon withdrawal they would have seen that I had a previous account (raven2008) which was self-excluded and then I would have lost both deposits and withdraws. I permanently closed the (peterb31) account on the 25/10/2014 (see attachments at bottom)

Now this brings me to Virgin Games on 15/02/2016 I created an account with Virgin Games (raven2008) Unknowingly that it belonged JackpotJoy to a group which I am self-excluded from. If I did then I wouldn't have joined but I deposited £4,331.00 and again had I won my funds would have been taken and withdrawals removed because of the 2 blocked accounts. They used the excuse that I moved address in 2016 but I still used the same PayPal Id to fund BOTH accounts (raven2008) and JackpotJoy's (peterb31) account. (See Attachments)

My point is that they failed to detect a self-excluded player multiple times using the same name same address and same PayPal id plus not to mention using the same user id on 2 accounts (raven2008). I've even sent the cancellation email from the self-excluded email address. That's how far this detection FAILED. There is no excuse for these failings. I did request a FULL refund of £6,261.00 for the deposits on both accounts (peterb31) JackpotJoy and (raven2008) Virgin Games. Although they have admitted to their failings they have refused to grant me a FULL refund they offered £950 but are totally excluding the Virgin Games account even though the website belongs to them. Even though the PayPal payments came from the same PayPal ID account that was permanently closed. They claim it came from a 3rd party PayPal but clearly, it's in my own name. 

Update 1
There trying to include the PayPal transactions even though you can clearly see that the came from the same account. Plus I showed them the account usernames yet again from the same email account. They try to claim I'm a different person because of typos (But operator confirmed its the same person) Then after discluding PayPal mentions debit card numbers and clearly if the money is coming from my PayPal it's coming from my bank cards and account. I have all the proof you need upon request. Please help me try to resolve this issue because they are trying to dodge their failings.

Update 2 
They are still trying to disregarding the PayPal as proof of multiple accounts the only difference is that I moved address. Furthermore, the Credit cards used are the same on both accounts. I mean shouldn't that flag it up that a card with the same numbers is being used?

Hi peterb31,

I'm sorry to say that there's nothing we can do to help you in this case.

These exclusions pre-date the UKGC license. As such the UKGC requirements do not apply to them. I believe Jackpot Joy were solely regulated by the Gibraltar Gambling Commission at the time of these exclusions. Unfortunately we do not have a working relationship with this group so you would have to contact them directly to find out exactly what their Responsible Gambling requirements were at the time.

You can see the information the GGC have available on their site here - https://www.gibraltar.gov.gi/new/gambling-commissioners-advice-complainants#ancla10 - they would have to be the body to decide whether or not your experience is outwith their license expectations.

Sorry we can't be of more help,

ThePOGG

I'm not disputing the old accounts back at the start there's the 2nd Jackpotjoy account in which they are claiming responsibility for and have agreed to pay half back but the dispute really is them totally ignoring Virgin Games even though it belongs to them. Could you advise in this situation?

Have they recently changed to UKGC?

Hi peterb31,

Jackpot Joy are now dual licensed but their UKGC license did not come into place until 2015. That means, given the last exclusion request you list occurred in 2014, that all your exclusion requests fall under the GGC license. The GGC would be the body that would have to rule on whether or not that exclusion was a) still in place and b) applicable to Virgin Games.

Thanks,

ThePOGG

Ok thanks for clearing that up for me who and how can I contact the GGC regarding my case?

Hi peterb31,

If you go to the url given above that's the GGC's advice to complainants page - you'll be able to get more information on their complaints process there.

Thanks,

ThePOGG

This case has been declined as it is a Responsible Gambling issue related to a GGC license. We do not have a working relationship with this body.

Unintentional Multiple Accounts on ACTIVE self-exclusion with JackpotJoy

Jackpot Joy - Unintentional Multiple Accounts on ACTIVE self-exclusion

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Reclamaciones PE

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Free Spins for Adding Card UK

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Wildz Casino Ontario

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA

Spielautomaten CH

Fresh Casino IN

Quickfire NZ

Izzi Casino CA

LuckyWins NZ

Beste Auszahlungen in Casinos DE

Euro Palace Casino NZ

Ladbrokes Casino

Spielautomaten AT

Payment Methods

IGT IN

SpinBetter Casino NZ

Bally CH

Aristocrat UK

New Casinos UK

Locowin Casino CA

Guides