Jackpotjoy don't pay

[bozhidarn]

I sent them them CC,bank statement,ID card.

But they refuse to pay.

They want a bank statement in ENGLISH where the transactions and my name and address are in english.

Unfortunately my country is Bulgaria,we use cyrillic here.My bank or any other institution can't give me such document.

I even sent them a document from my bank where my name and address are in english,the other part in bulgarian and
they replied: "we can not understand it".

Can I complain anywhere?

[etherz]

Lotteries and Gaming Authority © 2008

inform jackpotjoy you will be complaining to them first, might make them pay up.

[munk]

I sent them them CC,bank statement,ID card.

But they refuse to pay.

They want a bank statement in ENGLISH where the transactions and my name and address are in english.

Unfortunately my country is Bulgaria,we use cyrillic here.My bank or any other institution can't give me such document.

I even sent them a document from my bank where my name and address are in english,the other part in bulgarian and
they replied: "we can not understand it".

Can I complain anywhere?

Whatever you do try and stay calm and don't lose it with them. You stand a much better chance of getting paid if you just stay calm and just be assertive with them.

Before complaining to the LGA, first make sure you've exhausted all avenues with JackpotJoy first. They're not known for being a rogue gaming site, and based on what you've said the problem is to do with the fact your primary language isn't English. I would say there's a 98% chance you'll get paid if you just stay calm and be reasonable with them.

Send them a copy of the bank statement and identity and highlight the relevant sections (DOB and address) for them. Explain to them that you are sending xyz document as proof of identity and asdf document as proof of address. Make sure both documents are in English in the sections that contain your date of birth or address so they can understand them. The complaint from them about not being able to understand the documents shouldn't be an issue as long as you highlight the sections of the documents that identify you correctly and those sections are in English.

Give them two weeks to sort it out, send them reminders every 48hrs after the first week if they've not sorted it out by then. If after two weeks they've not sorted it out, explain to them that you have given them sufficient time to verify your identity / make payment and will now refer the matter to their regulatory body (LGA?). (EDIT: actually I'd try calling them on the phone before you complain, a lot of times it's actually easier getting these kind of issues sorted out on the phone than by email).

If there's still no reply to that, go ahead and send an email to complaints at the LGA and cc it to jackpot joy to let them know what's happening. Hopefully it won't come to that though.

All of this is just what I'd do and in no way any kind of recipe for success. I would say the most important part is to keep calm and not lose it with them, they'll be far less inclined to help you if you get angry/abusive with them. Just be polite but firm, even if it seems like you're repeating yourself over and over.

[muntjack]

I understand that JPJ don't like your bank statement because it is in Cyrillic writing, am I right?

I can't believe that the bank hasn't had this problem before. (Am I being Anglo-centric?) It does seem to me that banks are likely to have the facility to produce documents in English, or at least in the Roman alphabet. Have you asked them about this?

[bozhidarn]

they don't like me and play with me all the time.

i sent them 10 documents from my bank,they refuse it
i sent them ID,now they want passport (mine is expired)
i sent them a document from my bank with name and address in english,they refuse cause there are no transactions...
i sent them statement with transactions they refuse it,cause there is no logo of the bank
i sent them a statement with transactions and logo,they refuse it cause there is no address.

this is very humiliating for me and I can't do nothing.

if i get a new passport,i am 100% sure they wan't pay.

cause they have to send a cheque to PEOPLES REPUBLIC OF BULGARIA-
this is the country registered in my account.
this is the name of communist Bulgaria (1945-1990).

now the name is only REPUBLIC OF BULGARIA.

[Nintendo2k]

Interesting stuff. I am a foreigner too and I requested my payout and sent in my docs tonight. I will report back how it goes.

[Nintendo2k]

Well they came back to me and said that the verification was ok. This despite the JJ system have deleted a character (not in the english alphabet) from my address. Also I seem to have added an extra 0 to my zip code but they didn't seem to mind that. I had to do it because the system said I used an invalid zip code if not.. or something like that.

Also the letter I sent in was not in english. Will report back when the money hits my Neteller account.

[MITK]

Well, I have had some problems with Jackpotjoy too all explained here:

http://www.thegamblingtimes.com/boar...tml#post208860

In the end, I was paid OK by a bank transfer applying with a screeshot of my online bank statement in English (if you have online banking you should have the English version accessible, mate ) so all went well they even responded albeit with a small delay to my enquiry about the 30E extra debited and paid out to me unsolicited on top my of my 120E payout order and politely apologized.

Bear in mind that these guys are very strongly UK-orientated mate (95% of their customer base is UKbased) so they are for sure clumsy and rusty when dealing with customers from abroad (especially those coming from deemed by them as "exotic'' countries and who dare using a weird-looking alphabet on top of that ). Their knowledge about the outside world is outdated by a mere 20 yrs too as the name for Bulgaria suggest.

Still think if you get them on the phone and be nice there will be avenues for you to come to a solution of this nagging issue

I had to use a 5 digit zip code too, mind you, they wont come to think zip codes in the world can possibly be any short of a British zip code so just added an extra 0 in order to complete registration

[bozhidarn]

as I thought the reason was the cheque as a withdrawal.

I explained them Bulgaria is not communist,but a EU member
and I'll write to LGA.

They offered a bank wire withdrawal and it came in.

they even invite me to play and future withdrawals will be by bank transfer.

[Andy]

They offered a bank wire withdrawal and it came in.

That is good to know, thankyou for coming back with the happy ending. A lot of people just whinge then never come back to say it has been sorted out so thankyou for taking the time to do that it is just as usefull/informative as the original complaint.