JackpotCity Casino - Player's free spins are inaccessible.

I was playing on Jackpot City in the Jackpot section with the game Bet the Farm. They seem to have two versions, but the one I was playing was the one with their Lotsa Loot jackpot.

I won free spins and the lotsa loot at the same time. I was awarded the Lotsa loot win, but cannot get the Free Spins to play. It keeps throwing an error code 15206. I've been contacting them for over a week, via email with photos to prove the issue with no response and they have no live chat.

I just want to play the free spins that I won. You never know could be a lot of money LOL

It would be nice if they even responded to me, but they are ignoring it. They said they would reply in 48 hours and despite multiple attempts nothing.

I've tried to give you both the free spins win screen and then the error screen that shows when I hit play on the free spins. Only one is showing so not sure what's happened.

Dear mcilpuf79,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with the free spins. To better assist you and understand the situation, could you please provide some additional details by answering the following questions:

• What device and browser were you using when you encountered the error code 15206? Have you tried clearing your browser's cache or using a different device to access the game?
• Can you confirm if you are able to play other games on the casino website without issues?
• Could you confirm the exact time and date of your last contact with their support team?

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

Hi Veronika,

Thank you for your reply.

Yes, I've cleared everything and rebooted multiple times. I've tried different browsers and different laptops. Their Android system is completely different so the game doesn't even show my free spins there. On every laptop I go into that jackpot game and my free spins show as being owed, but when I try to start, I get that error code. I've checked it daily and same issue.

Yes, I can play other games without issue and even got free spins on a different game that I was able to play.

Last email was on Monday, June 16 at 2:34pm Pacific time. I then tried their chat thing again but it's an Autobot and there is no real help there.

I appreciate your assistance.

Kind regards,

Michelle

Dear mcilpuf79,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

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. 

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 died as the complaints grew in number. At this point, I can only recommend you contact the licensing authority and we suggest staying away from JackpotCity Casino. I wish I could be of more help. 

The casino can reopen this complaint at any time.