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.
