The player from Ontario had two pending withdrawal requests from JackpotCity totaling $200, which had not been processed after more than three weeks. He struggled to get in touch with customer support through email or live chat for assistance. The player confirmed he was fully verified, the winnings were from casino games without any bonus involvement, and this was his first withdrawal attempt. The complaint was closed by the Complaints Team as the casino group refused to cooperate due to GDPR regulations. The player was advised to contact the Licensing Authority directly for further assistance.
JackpotCity Casino Ontario - Player's withdrawals have been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 26
Amount: C$150
JackpotCity Casino Ontario
Safety Index 8.8 HighCase summary
Discussion
Public
Public
3 weeks ago
Good day,
My withdrawal requests from jackpotcity has not been received.
It's been over 3 weeks.
There is 2 separate withdrawal requests on May 31 2026. 150$ and 50$
Please see attached pictures.
I can't get a live agreement to talk to or they won't respond to my emails.
You guys helped me in the past and I really appreciate your help, hoping you can help me out again.
Thank you
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
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3 weeks ago
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.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for KYC?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play to accumulate your winnings?
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
Public
Public
2 weeks ago
Hello,
This is the first time I have tried to withdraw from jackpotcity,
I am fully verified with them
It was not a bonus winning. It was deposited from my account and no bonus money was used.
I won the money on casino games.
Thank you for your help.
Public
Public
2 weeks ago
Dear Arday1907,
I’m afraid we've reached a stage where I’m no longer able to help you with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.
Therefore, we recommend that players contact the Licensing Authority directly and use this complaint as a reference.
I wish we could be of more help. Sadly, there’s not much we can do for you in this matter. I appreciate your understanding.
Best regards,
Veronika
Casino Guru
