JackpotCity Casino - Player’s winnings are missing.

I was playing big bass 1000 and won two purple fishes in a row and my laptop died so I continued on my phone which I have done numerous times but my winnings were not there.

I have reached out to jackpot city and still have not heard a response since January 16.

I cannot upload the pictures or video to your site as it keeps saying upload failed.

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Dear Shanno,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to [email protected]?

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I emailed you from my gmail account and I sent another email to Jackpot city. I sent my photos, emails to jackpot and my video replay to casino guru, I'm not sure what else I am supposed to do.

I emailed you from my gmail account and I sent another email to Jackpot city. I sent my photos, emails to jackpot and my video replay to casino guru, I'm not sure what else I am supposed to do. 

I sent the email that jackpot city sent me regarding my issue through email.

Hello Shanno,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Jackpot city reached out to me again today and stated that they could not open the attachments. I will forward the email. This is the third time that I have sent the screenshots and second time I have sent the video.

Unfortunately, I would like to inform you that since this casino has 10+ 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 died as the complaints grew in numbers. I wish I could be of more help. The casino can reopen this complaint anytime.

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