Jackpot City Casino - Player’s funds have disappeared from the account.

I created an account with Jackpot City Casino and deposited NZD $200. According to their promotion, I also received an additional NZD $200 in bonus funds.

I played a few games that day and then logged out. However, when I logged back into my account the following day, I discovered that all the money in my account had disappeared and my balance was showing $0.

I have tried several different ways to contact Jackpot City Casino and find out what happened to my money, but so far I have not received any explanation or response.

I would like them to investigate my account and explain clearly what happened to my balance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your missing balance and understand your concern. However, I’d like to emphasize that we have received many complaints regarding this specific gambling establishment. Despite numerous submitted cases, the casino has adopted a No Reaction Policy and generally does not respond to our attempts to mediate player disputes. I can only imagine how frustrating it must be to find your balance missing without receiving any explanation from the casino, and I genuinely hope we will be able to clarify what happened to your funds.

• Could you please confirm whether the NZD $400 balance, including your deposit and bonus funds, disappeared completely from your account?

• Do you currently still have access to your casino account?

Thank you very much in advance for your cooperation and reply.

Best regards,

Karla M

Dear Karla,

Thank you very much for your reply and for looking into my complaint.

Yes, I deposited NZD $200 into my casino account and received an additional NZD $200 bonus from the casino, so the total balance was NZD $400.

After that, I only tried playing once or twice. When I logged into my account again the next time, I found that my entire remaining balance had disappeared and my account balance was showing NZD $0.

I still have full access to my casino account and can log in normally. I can also see the transaction history showing my NZD $200 deposit, and I have taken screenshots of this record.

However, I am unable to check my game history to see exactly what happened to the money. When I try to access the game history, the system shows an error and does not allow me to view the records. Therefore, I have no way of seeing how or why the balance disappeared.

Since this happened, I have not made any further deposits because I am concerned that the same thing could happen again.

If necessary, I can provide screenshots showing my NZD $200 deposit, my current zero balance, and the error message when I try to access the game history.

Thank you very much for your help. I really hope we can find out what happened to the balance.

Dear Joe01,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Jackpot City Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Jackpot City Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.