Jackpot City Casino - Player's withdrawal has been delayed due to ID verification issues.

Yes i have an account with jackpot city and i have been using it for a while my identity had been checked and they accepted my ID which was a medicare card I have claimed my earnings many times but this week when I tried they said i had to redo the ID verification again for no reason so I sent the same info as before but now they say that medicare cards are not accepted and i need driver license which I don't have but on their website it says that medicare cards are accepted and now they are denying me my cash

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was your account originally verified using your Medicare card, and when did you make your most recent successful withdrawal? If possible, please provide evidence confirming that the casino previously accepted this card for identity verification.
• When exactly did you request the disputed withdrawal, and what is its current status in your casino account?
• Have you informed the casino that you do not have a driver’s licence and asked whether it can offer another verification method, such as accepting a different official document or arranging a verification call? Please forward the complete relevant communication with the casino in its original .eml or .msg format to veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronica

First of all I want to thank you for providing me with some insight on this issue. I first opened my account in April around the 7th and my first withdrawal was the 8th of April my ID was verified in that time I have provided you with screenshots that have answers to all you're questions and I will forward you some of the original emails through my email account. While verifying i realized there are 2 withdrawals pending the first one was on the 7th of aug and the second was 3rd of September as you will see on the screenshot they are still pending so let me known if anything is missing

Thank you.

Dear Larnat7111,

Unfortunately, I would like to inform you that since this casino has 20+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. 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, it seems to be a common practice of JackpotCity Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 to resolve any kind of issue have failed as the complaints grew in number. I wish I could be of more help. The casino can reopen this complaint at any time.

To pursue the issue further, we recommend completing the casino's dispute process that is outlined in the casino's terms and conditions, point 10.14 COMPLAINTS AND DISPUTES

https://www.jackpotcitycasino.com/terms/

When filing a complaint with an ADR service or directly with the regulator, the following resources might be useful:

https://casino.guru/guide/submitting-complaints-to-regulators

Best regards

Veronika