Warning: PayByMobileSlots (Jumpman Gaming LTD), ignored self-exclusion request for 10+ weeks and blocked withdrawals

[sponge2025]

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.
   

[sponge2025]

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

[cocopop3011]

Hi and welcome to the forum, Gosh, this is awful! I just checked to see if we have the casino here to see if we could help, but we don't. 

What is their internal complaints procedure? I am assuming that's not got you anywhere?

[sponge2025]

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.

[cocopop3011]

43 minutes ago, sponge2025 said:

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'm just checking to see  if I can get you help on another site who may have the casino. 

Have you logged any complaint on any other forum site?

[cocopop3011]

@sponge2025 If you have all the proof that you asked for, a self-exclusion which was ignored, then you can open a complaint at CasinoMeister. I really would suggest you try this?

[sponge2025]

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...?

[cocopop3011]

4 minutes ago, sponge2025 said:

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...?

We don’t have the casino here but you can go through CasinoMeister. If you think you’ll get a refund from your chargebacks, then yes wait to see if that happens or wait to see if you get a reply from the UKGC. But yeah CasinoMeister could have been your first point of call. You can open a complaint there even if they don’t have the casino but you should wait now if you’ve already done both of those of things then. Good luck! 

[sponge2025]

Thank you so much, I appreciate it

[cocopop3011]

32 minutes ago, sponge2025 said:

Thank you so much, I appreciate it

Keep us posted on what happens