JackpotCity Casino - Player’s withdrawal has been delayed.

 I won €26,927 on April 22, 2025, and submitted my verification documents (passport and bank statement) on April 25 and they were verified. I was later asked to complete verification again (see screenshot). I tried to upload the requested documents again but it was saying they werent required (see screenshot).

During the week of May 12, my withdrawal appeared in my account history as "processed," and my account balance showed €0.

However, I never received any money in my Skrill account (screenshot can be provided upon request).

After that, the transaction history section on my Jackpot City account stopped loading (screenshot attached).

I also attempted to contact Jackpot City via email on May 7, 8, and 9, and again later — with no responses. Screenshots of these emails are included.

Additionally, the live chat feature now returns an error message and cannot be accessed (screenshot attached).

I did receive an update on April 23 stating Jackpot City had changed ownership and was now operated by Baytree Interactive Limited under a Kahnawake license. I mention this only as a possible contributing factor to system issues, not as a direct accusation (screenshot of their email attached).

I am simply asking that Jackpot City clarify the status of my processed withdrawal and ensure the funds are correctly transferred to my Skrill account.

I tried to upload the supporting documents but it won't allow me to. Can you give me an email address to send all of my supporting documents to?  

Dear gerardandrews240,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackpotCity Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• You can try again to submit screenshots directly in the complaint thread and other supporting evidence to my email at [email protected]

Thank you very much in advance for your reply.

Best regards,

Tomas

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.

Thanks for your reply. Ive sent you the screenshots by email. I played slots on my account.

If you need anything else feel free to ask me

Dear gerardandrews240,

Thank you very much for providing evidence regarding the issue.

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 number. We strictly recommend staying away from JackpotCity Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.