JackpotCity Casino - Player's winnings have been confiscated.

This complaint concerns the unjust confiscation of CAD $36,550 in winnings by JackpotCity Casino, despite my full compliance, verification efforts, and escalation through all proper channels. The operator took this action without performing any Customer Due Diligence (CDD) or giving me an opportunity to verify my identity or source of funds.

I submitted this issue to eCOGRA and then to the Kahnawake Gaming Commission (KGC). Unfortunately, both parties ruled in favor of the operator, citing Clause 1.1.17 and Clause 10.17 of the casino’s Terms and Conditions. These clauses, however, were invoked without observing or enforcing the mandatory regulatory requirements for CDD and AML compliance under KGC’s own June 2021 regulations.

Timeline of Events:

• March 11, 2025: I deposited CAD $17,000 using a joint credit card held with my husband.
• March 12, 2025: I requested a withdrawal of CAD $36,550.
• Same day: My account was suspended, deposits returned, and winnings confiscated with no contact or CDD process.
• March–April: I contacted JackpotCity support and then their complaints department—no meaningful response.
• April 17, 2025: I filed a dispute with eCOGRA, submitting full documentation.
• May 15, 2025: Submitted a formal rebuttal.
• June 3, 2025: eCOGRA sided with the operator, citing internal terms without acknowledging regulatory duties.
• June 12, 2025: Submitted a complaint to KGC.
• June 17, 2025: KGC closed the case, citing the same internal terms without reference to regulatory breaches.

Clauses Used to Justify Confiscation:

Clause 1.1.17

"If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account may be suspended... contact Player Services for verification."

Clause 10.17

"The Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance... if the name on your Casino account does not match the name on the credit card(s) used to make deposits."

These clauses were invoked without following the verification process described in the same terms, nor the obligations under Sections 18, 19, 20, and 25 of the KGC AML/CTF Regulations.

CDD and AML Compliance Failures:

Despite a large deposit and immediate withdrawal, no CDD was performed, and I was not contacted for identity or payment verification. This violates:

• Section 18: CDD must be performed at registration and completed before any withdrawal.
• Section 19: Identity and source of funds must be verified.
• Section 20: If there are any concerns, Enhanced Due Diligence must be conducted.
• Section 25(e): If fraud is alleged but not substantiated, the operator must release the funds.

At no point was I accused of fraud, and no explanation was ever given for skipping the verification process.

Proactive Efforts Ignored:

I submitted the following documents to JackpotCity and eCOGRA:

• Government-issued ID (mine and my husband's)
• Stamped bank letter verifying joint ownership of the credit card
• Utility bill in my name matching the account address
• Marriage certificate
• Full email and chat correspondence with JackpotCity
• Timeline of all events and submissions

None of these were acknowledged, reviewed, or addressed by the operator, eCOGRA, or KGC.

Attached:

• Email/chat transcripts with JackpotCity
• Jackpot City Dispute Response Notice
• Dispute records from eCOGRA
• Correspondence with the KGC

Why I'm Contacting Casino Guru:

I believe Casino Guru should be made aware of this systemic failure in consumer protection. Despite following the operator’s terms and submitting valid documents, I have lost my rightful winnings with no due process. This case highlights how internal terms are being used to override binding regulatory obligations, leaving players unprotected.

Relief Requested:

• Immediate release of the CAD $36,550 confiscated winnings
• An independent review of the case
• Public attention to ensure such practices are not repeated
• Thank you for your time and attention. I am happy to provide any further documentation upon request.

Dear Mason0221,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with JackpotCity Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could share any communication you had with this casino regarding this matter to my email katarina.d@casino.guru.

Have you accumulated your winnings with the help of bonus, please?

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Katarina,

I submitted my email communication with the operator to your email address.

The winnings were not part of a bonus,

Thank you,

Dear Mason0221,

thank you for your email and message.

After reviewing the documents provided, I am sorry the be the bearer of a bad news, but the casino's actions appear to be within their rights. While you provided documentation indicating your husband's awareness of your actions, the use of a credit card not registered in your name constitutes a significant violation of the casino's terms and conditions. In such instances, it is often challenging to recover funds.

Regarding the incomplete KYC verification, it is understandable that the casino suspended further verification processes upon detecting the terms of service breach.

Unfortunately, I am concerned that our intervention in this matter would be unproductive. Jackpocity Casino has consistently disregarded our attempts to mediate disputes, evidenced by over ten unresolved cases due to their lack of communication. This pattern suggests that initiating discussions with the casino would likely be futile.

Please also find attached the casino's terms regarding the use of a card by someone other than the player named on the card:

1.1.17 If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account may be suspended. Where an account is suspended, You should contact Player Services for details of our verification process. Any withdrawals that are made by bank wire or cheque will only be payable to the name used when registering with the site and if a debit or credit card has been used to deposit funds the name must correspond to the name registered on the card.

I apologize that I couldn't resolve your issue. Please don't hesitate to reach out if you encounter any problems with online casinos in the future. I'll do my best to assist you.

All the best,

Katarina