I have been a verified customer of Jackpot Molly since September 2021.

They have now closed my account for their reason being my Photo Identification is due to expire soon.

I have sent them photos of my NZ Drivers License time and time again with arrows...EVERYTHING showing them that my NZ Drivers License does not expire ANYTIME soon! In fact it doesn't expire until 01/04/2024. Which is one year away from expiring.

This is my photo ID I signed up on Jackpot Molly back in 2021. Yet they are now saying they want me to send through a new Photo ID! My NZ Drivers License is my only photo ID I have as I do not hold a Passport.

I have been continuously mucked around from Jackpot Molly since wanting to withdrawal $29000. Which ended in me only withdrawing $1000. After the run around with only being able to withdraw $5000 once a week.

They then send me an email saying I am now a Platinum Customer, yet I had been a Platinum Customer 2 months already.

Now I am locked out of my account because "Apparently" my Photo ID (NZ Drivers License) is soon to expire?????

HELP HELP HELP

Dear RaeNZ13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if there are any funds being held in your account due to this issue? Do you have any alternative ID that you could provide instead of the driver's license?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hey Kristina,

Thank you for taking the time to look into my complaint.

Wholey I’ve now been blocked!!??? Go figure?

My NZ Drivers expiry’s date is…1st April 2024. Seems far off "about" to expire, wouldn’t you as I’m sure others would agree?

No as stated in my previous emails. I don’t hold any other Photo ID. And the answer to your other question is, I don’t actually know if I have funds still held on my account as I was 1 minute playing, then all of a sudden a notification saying my account has been restricted please contact customer support. And that’s where that was left at with this site! I do know however I had cash bonus credits and free spins available to me daily.

Once again thank you Kristina

Thank you for your reply, RaeNZ13. I would like to emphasize that casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. However, please note that we can’t penalize the casino for closing your account if there were no real funds left.

Hello RaeNZ13,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Kristina mentioned the casinos have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities. A good practice is to notify the players prior to doing this, but this varies depending on the casino. To avoid any doubts can you please forward me your driving license that caused the troubles with the expiry date to my email [email protected]

I will contact the casino to shed more light on this.

We would like to invite Jackpot Molly Casino to join the conversation.

Dear Jackpot Molly Casino,

Can you please provide information on why the player's account was closed? Was there any real money balance in the player's account before the closure?

If the information can't be shared publicly, please send them to [email protected]

Hi Michal,

I have sent you an email with my valid photo id that expires 01/04/2024

Rachel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear RaeNZ13,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I recommend you contact the Gibraltar Gaming Authority ([email protected] ) and submit a complaint to them. Please check the "advice to complaints" first before you submit the complaint (Gambling Commissioner's advice to complainants (gibraltar.gov.gi)) The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion. I can only recommend that you do not play at Jackpot Molly Casino anymore and that you find a licensed casino with a good rating.

Best regards,

Michal