sponge2025

Ello - sorry for not updating sooner - my vbank said they hadn't heard any response from Jumpman Gaming in the few week time frame, and so they had to repeat that time frame again, as per the way the dispute was categorised (not any of the main categories like 'goods not received' or 'order cancelled'), it was something regulator and legal and they said there's a extended time frame and they had to ask them twice - the minute that time frame was up, they hadn't responded, and I had almost £6k credit my account. However, Paul from Jumpman Gaming were literally threatening me over email demanding bank statements for a particular period - I ignored all of his twice daily e-mails. Karma

Hi all, hope you’re all well. I have a GAMSTOP-related question Long story short, I registered with gamstop years ago. I thought the exclusion ended, and I’ve been playing with one casino who actually called me for a responsible gambling interview before reopening my account like a year ago. Last week I found out my gamstop registration is actuality not closed cos apparently you have to call them to cancel it after it expires?!? I immediately told that casino, and to their credit, they helped me figure it out. They even admitted there were multiple points where their system should have detected it cos because my full name, DOB, and address all match. They acted quickly and refunded everything I’d deposited in the last 10–12 months, just under £2k. However, another casino I contacted reacted completely differently. I joined their site 2 weeks ago, they asked for my documentation and told me everything was ok and my account was good to use… I thought they’d react the same way but they accused me of cheating their system which is ridiculous because I’m the one who contacted them to tell them about the issue and ask to close my account, plus I gave therm all my info so how is this on me????? They said my bets are “void”, that I won’t be refunded (it’s only about £150), and they were incredibly rude and patronising, even telling me to “refrain from opening multiple accounts.” - I had this ONE account?!?!? It’s not even about the £150 cos I’ve accepted that money’s gone. But the fact they’ve been so dismissive and accusatory, when I was the one doing the right thing, has really left a bad taste. They also made a huge deal out of saying my account is now closed and I “won’t be able to log in again” like, shouldn’t that have been done automatically in the first place?! They told me my DOB and address match my GAMSTOP record, but apparently my name doesn’t, because I typed the first name missing the last letter (which I got them to edit btw), but they had the middle and last name - does one letter mean it fails checking???!?! They even verified my UK passport and address proof when I opened the account, so they had all the correct details right there. The email and phone number don’t match, but those are things I regularly change, but that doesn’t change the fact that my full name dob and address are identical so wtf??!?!? Even though it’s “only” £150, I’m honestly furious about how they’ve handled this, and I’m looking at taking legal action purely on principle - has any one done this before i.e legal action at a casino??

Sent Jumpman two formal complaints about them failing to action my April self-exclusion in June (which was, of course, ignored), and then another yday at the ask from the UKGC. I asked them to refund the deposits from since I requested to be self-excluded - I don’t care about before, even if it was all a scam or whatever… I’m so stressed and anxious over this. They completely ignored the my actual complaint any way, but somehow have the time to send me email after email (3 from the same guy), pressuring me for payslips and bank statements from February to April, insisting how “important” it is. They’re ignoring the issue entirely. Someone from the UKGC replied and asked me for a detailed report so they could escalate it, but I won’t know what will happen, if anything. Sorry to sound sceptical, but I’m just hoping and praying the chargebacks come through.

Random question but I was thinking - have there been situations like this but with no solution so the gambler goes through the court? And would a casino defend themselves?

How do they get away with all of this?? Its madness

Thank you so much, I appreciate it

I tried to raise a complaint here and CasinoMeister but I couldn't find the site (pay by mobile...), or Jumpman Gaming?? I'm all for doing this but I'm just thinking what would it do? I've got the chargeback's raised with my bank, I've complained and waiting to hear back from the UKGC and more to hopefully get something sorted from this...?

Yes, unfortunately so I had to tell them to stop emailing me this week, it made me so anxious and then angry. After a lot of back-and-forth with my bank and providing tons of evidence, they've now raised 60+ chargebacks with Visa and said that I have a really strong case but it's up to Visa now I think.

I'd also like to add that up until the past 2 weeks I genuinely thought that it was all on me what happened, and to a certain extent it was because I noticed my gambling was getting out of control and I felt awful afterwards. But if the self-exclusion has been in place I would have been forced to pause and think. Luckily, for me personally, I can afford to let go of the amount I deposited because I have a high income and little outgoings BUT I never intended to spend anywhere near what I ended up spending and that's something I'm working through - but I believe the situation was made 10x worse by the casino ignoring me and not acting on my request to self-exclude my account. It's taken me a few weeks to realise that actually even though I'm responsible for what I do, I can also be upset and angry about what the casino failed to do to protect me

I’m posting this to warn others about my experience with Pay By Mobile Slots, one of the many casinos run by Jumpman Gaming. Before I get in to it, in a nutshell they ignored multiple self-exclusion requests, allowed me to deposit several thousand pounds over 10+ weeks, blocked my withdrawal attempts, and only applied the self-exclusion after I had lost everything. Full story: On 13th April, I emailed to request self-exclusion for 3 months because I was concerned about my increasing deposits and gambling behaviour. They ignored my initial request so I sent a follow-up the day after on the 14th, which also was ignored. In total I sent FIVE follow-up emails. All were ignored. I kept asking to be excluded and to be allowed to withdraw my balance, but none of my emails were answered for over 10 weeks. Interestingly, other types of support messages received quick responses, so it seems my self-exclusion requests were deliberately ignored while I continued depositing. During this time, I deposited over £7,000, sometimes multiple times per day (for example, £100 x 25 deposits in a single day, sometimes just 5–6 minutes apart). I built up a balance of more than £8,000 but was unable to withdraw it. Instead of processing my withdrawal: They capped my withdrawals at £500 per day for four days, then blocked all further withdrawals. I received vague “you need to be verified” messages, despite being fully verified months ago, having submitted ID, address, debit card, and source of funds documentation. I emailed support over 20+ times asking for help with withdrawals and received no reply. Eventually, I lost the entire balance because I couldn’t withdraw and kept playing out of frustration and despair. Then, when my deposits suddenly stopped (because I’d run out of money), they finally applied the self-exclusion Not because of my emails or responsible gambling, but seemingly because they noticed the deposit pattern stopped and I had no balance left. What happened next: I’m still locked out of my account with a message saying I can’t log in until 18th July, even though the self-exclusion period has ended. When I told them during self-exclusion that I would report them for ignoring responsible gambling rules, I got a reply blaming me for trying to access my account and suggesting gambling addiction charities - which was infuriating. After 18th July, I tried to log in to get my transaction data but was refused access. They then said I could only regain access by providing source of funds (bank statements), for Feb, Mar, and Apr plus a payslip, even though I was already fully verified. It feels like they’re moving the goalposts to avoid dealing with my withdrawal and complaint. What I’ve done: I’ve raised a chargeback with my bank for all deposits made after my original self-exclusion request. I’ve filed complaints with the UK GC (waiting on their response) and eCOGRA (which was pointless). They reportedly run 200+ casinos. If you’ve experienced blocked withdrawals, ignored self-exclusion requests, or account locks after self-exclusion, please speak up! I plan to post my experience on Trustpilot, Reddit, and gambling forums, their Trustpilot reviews are already terrible, and sadly, this seems to be a pattern.