Jackpotcity Casino UK - Player questions large deposit acceptance.

Hi just abit concerned about this website , after changing my limit from a small amount to an higher amount , due to gambling problems I was allowed to use a3rd part account with permission and spend 5000 pound in one go . Even though my partner is registered on GameStop I was still able to deposit all of this money with out questions. They allowed me to play 5000 pound with out checking in on me . Although I’ve taken breaks in the past due to my gambling habits . ? Do I stand a chance getting net deposits back ?

Dear player,

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

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

• Have you registered on Gamstop yourself due to concerns regarding staying in control of your gambling?
• Have you activated any gambling limits directly in your player's account or by contacting support?
• Could you please clarify the basis of your refund request? Have you informed the casino about suffering from any gambling problems?
• Have you requested a refund of your lost funds from the casino already? What response have you received?
• Could you please share with me your communication with the casino discussing responsible gambling issues? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Is your account currently blocked?

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.

I have registered on game stop just recently, also I did apply limits and restrictions to my account over time . No one has ever reached out to me or put a ban on my account even after a change of pattern of depositing so much in a little time I know many casinos that do this . My account is closed recently as I’ve registered with game stop . And no I havnt asked for a refund through the casino just yet my account is blocked .

Thanks for your reply.

Please note that we consider self-exclusion a mandatory option of player protection in online casinos. In casinos licensed under the UKGC, the casino is obligated to participate in the Gamstop self-exclusion scheme. The measures you describe are not considered mandatory in our view, and we can't penalize the casino if they fail to act according to these expectations. Since the casino closed your account as a measure to protect you, we would consider such actions as acceptable. If you believe the casino didn't act according to specific responsible gambling guidelines mandated by the licensor, you should consider proceeding with the casino's complaint resolution procedure by contacting support with a complaint and if your issue isn't resolved than, by contacting eCogra, the casino's ADR (alternative dispute resolution) Full instructions can be found here: https://www.jackpotcitycasino.co.uk/terms-and-conditions#10_support_and_complaints

10. Support and Complaints

10.1 Support

Customer Support is available if You experience any difficulties. Customer Support can be reached by clicking ‘Contact Us’ at https://help.jackpotcitycasino.co.uk/.

10.2 Customer Complaints

We will always do Our best to resolve any issues You have with Our service. Unfortunately, sometimes this is not possible via the standard Customer Support process. If You are unhappy with some aspect of Our service and having attempted to address your concerns via the Customer Support channel first You can raise a formal complaint. Customer complaints must be submitted within 6 months of the issue occurring.

To ensure Your complaint is dealt with promptly, please submit Your complaint to the email address or physical address set out below.

E-mail: ukmanager@jackpotcitycasino.co.uk

To ensure Your complaint is dealt with promptly, please include the following information:

Your username/account number

Your registered First Name and Surname

A detailed explanation of the complaint/claim

Specific dates and times associated with the complaint/claim (if applicable)

Upon receipt, best efforts will be made to resolve any reported matter promptly and, at a maximum, one (1) month from the date on which Your complaint is received. In certain cases and based on valid good faith reasons, we may need to extend this period, for example, where the information that You provide to us is inadequate to allow us to undertake a proper investigation or where we cannot contact You for the purpose of further queries or clarifications. In these events We will do our best to keep You informed.

If for any reason You are not satisfied with the resolution of Your complaint, You may refer the matter to one of Our ADR entities as set out below, free of charge.

Note: We take customer satisfaction extremely seriously, so we have a team who will investigate any issues you feel have not been resolved to your satisfaction.

10.3 Alternative Dispute Resolution (ADR)

If You and We have not been able to reach an agreement within eight weeks of Our receipt of the complaint and where You have cooperated with the complaints process in a timely manner, You may refer the matter to one of Our named ADR entities.

An ADR entity will act as an impartial adjudicator on disputes that arise between Jackpot City Casino and a customer only when:

the Customer has been through Jackpot City Casino’s own internal customer complaint procedure; and

a deadlock regarding the resolution exists.

ADR entities available to Customers who are residents of Great Britain include:

eCOGRA – all disputes

The ADR entity available to Customers who are not residents of Great Britain is:

eCOGRA – all disputes

A resolution of a dispute arrived at with the assistance of the ADR entity and agreed to by You will be binding on both You and Us.

Click here for more information about eCOGRA’s dispute resolution service and to complete the eCOGRA Dispute Form.

Since you confirmed your account was closed, we cannot offer further assistance, and the complaint will be closed as a result. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.