Jackpoty Casino - Player’s account has been closed.

To Whom It May Concern,

My account at Jackpoty Casino was blocked, and my winnings of $1,190 USD have not been paid out. I have complied with all requirements and requested withdrawal, but I have received no response from customer support.

Please resolve this issue immediately.help me please. 🙏🙏🙏🙏

Thank you,

Derek ****

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Hello,

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

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

• Could you please advise how long you were a player at the casino?
• Was your account verified? Were you asked to submit any documents for verification? Which ones and when?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

I started playing on Jackpoty on September 9 and submitted all the documents they required. After winning the GRAND prize of $570 USD on the Piggy Tap Games slots, I switched to another slot game and won again, this time almost $660. When I tried to withdraw my winnings, they asked for a lot of requirements. I provided everything they asked for, including a selfie holding my ID and a paper with the name of the casino and the date.

I complied with all their requests. Then, after a few days, my account was suddenly blocked. I contacted Jackpoty's support team and requested that they at least process the withdrawal of my winnings since my account was already closed. They asked for another selfie, which I provided again. After waiting, they told me that the money would be released on September 17, 2025.

I waited, but the next day they sent me an email saying that the administration had decided to permanently close my account and that I would no longer be able to claim my winnings. They said I would not receive any of the money I won. I feel very frustrated and disappointed because I complied with everything they asked for, but now they are no longer responding.

Please help me recover the money I rightfully won from them.please

Kind regards

Derek *****

I started playing on Jackpoty on September 9 and submitted all the documents they required. After winning the GRAND prize of $570 USD on the Piggy Tap Games slots, I switched to another slot game and won again, this time almost $660. When I tried to withdraw my winnings, they asked for a lot of requirements. I provided everything they asked for, including a selfie holding my ID and a paper with the name of the casino and the date.

I complied with all their requests. Then, after a few days, my account was suddenly blocked. I contacted Jackpoty's support team and requested that they at least process the withdrawal of my winnings since my account was already closed. They asked for another selfie, which I provided again. After waiting, they told me that the money would be released on September 17, 2025.

I waited, but the next day they sent me an email saying that the administration had decided to permanently close my account and that I would no longer be able to claim my winnings. They said I would not receive any of the money I won. I feel very frustrated and disappointed because I complied with everything they asked for, but now they are no longer responding.

Please help me recover the money I rightfully won from them.please

Kind regards

Derek *****

I am a retired person, and at my age, I can no longer work or earn a living. Out of desperation, I tried my luck in an online casino, hoping for even a small chance to improve my situation. But sadly, this is how they treated me. I am humbly and sincerely asking for your help to claim the prize I rightfully won. Please, I truly need this. Thankyou

To whoever reads this,

Please help me claim the $1,190 USD that I won from Jackpoty Casino. After I won, they blocked me and did not give me my winnings. I’m just asking for fairness. They blocked me and still didn’t release the money I rightfully won.

I sincerely ask for your help. Thank you very much.

Kind regards

Derek *****

To whoever reads this,

Please help me claim the $1,190 USD that I won from Jackpoty Casino. After I won, they blocked me and did not give me my winnings. I’m just asking for fairness. They blocked me and still didn’t release the money I rightfully won.

I sincerely ask for your help. Thank you very much.

Kind regards

Derek ****

Any updates regarding my cases please thanks

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Derekwilson1953,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jackpoty Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Dear Martin,

All I'm asking is to receive the winnings I earned from jackpoty and I will be at peace. I took a chance playing on their platform, hoping I might win. But I don't understand why I was treated this way suddenly being blocked and having my pending withdrawal of $1,190 USD taken away.

I provided all the requirements they asked from me, but the team jackpoty response was the administration decided to close my account and that I would not longer be able to claim my winnings. Without any reason why! I deposited money and played fairly and I won. Is this how they repay me?

They now have all my personal information, but they took my winnings. It's really disheartening. I hope you can speak with them on my behalf and help me get what I rightfully won. Thanks

Sincerely,

DW

Here are my proof.

Dear Derekwilson1953, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina, thank you for letting me know, I hope this cases will be solve it. Please thank you so much.

Any updates regarding my cases please thanks

Dear Derekwilson1953,

Thank you for your patience. We’re still discussing your case and doing our best to move things forward.

It would really help me if you could please send me all the selfies and photos of your ID that you’ve previously shared with the casino. This will allow me to better understand the situation and assist you more effectively.

You can send them to my email address: [email protected].

Thank you so much in advance for your help and cooperation, I truly appreciate it!

Hi martina, I will send it now to your email. Thanks

Dear Derekwilson1953,

Thank you so much for sending the photos!

However, there appears to be a minor inconsistency I’d like to confirm. Could you please send a short verification video — just a quick clip of you (again as a selfie) holding your ID and turning it around to show both sides?

Thank you for your understanding and cooperation.

This is the

This is the requested video you asked for. I can't hold the phone by myself because of my age. I hope you accept this and that I can finally receive the prize I won. Thanks

Hi Martina,

I can't upload my video in here. I don't know why, but I was already send it to your email. Thanks

Hi martina, any updates regarding my cases? Thanks

Dear Derek,

Thank you very much for sending the video — I really appreciate your effort.

I’m currently reaching out to the casino to discuss it further. From what I can tell, we may need another video. However, before asking you to record another one, I’d like to confirm with the casino representative in case they require any additional details.

Thank you again for your patience and cooperation — it’s truly appreciated!

Warm regards,

Dear miss martina,

As far as I know, I have already provided everything that was requested.

It has now been one month and three days since I started waiting for a resolution regarding my winnings, and unfortunately, I have yet to receive any reply. I hope this message reaches someone who can assist, as the continued silence has been extremely disheartening.

I truly hope that with your help, Ms. Martina, we can appeal to the management to review my case with compassion and fairness. I am simply asking for what is rightfully mine, and I believe resolving this properly won’t be a loss to the casino, but rather a reflection of its integrity.

Thank you very much for your time and support. I’m sincerely hoping for a positive response soon.

Regards

DW

Dear miss martina,

As far as I know, I have already provided everything that was requested.

It has now been one month and three days since I started waiting for a resolution regarding my winnings, and unfortunately, I have yet to receive any reply. I hope this message reaches someone who can assist, as the continued silence has been extremely disheartening.

I truly hope that with your help, Ms. Martina, we can appeal to the management to review my case with compassion and fairness. I am simply asking for what is rightfully mine, and I believe resolving this properly won’t be a loss to the casino, but rather a reflection of its integrity.

Thank you very much for your time and support. I’m sincerely hoping for a positive response soon.

Regards

DW

Any updates regarding my cases request please thanks

Dear Derekwilson1953,

Thank you for your patience!

We’ve discussed your issue with the casino representative, and they will be reaching out to you with a few additional requests for clarification on some points that remain unclear. Once these details are settled, we’ll be able to move forward and resolve the case.

Thank you very much for your cooperation and understanding.

Dear, customer,

Please, check your email, you will receive an email from [email protected] - any moment.

We wait for your replies!

Best regards,

Jackpoty Casino

Dear Derekwilson1953,

can you please respond to both of the email addresses? Mine as well as casinos.

Thank you so much in advance

1) How does the crypto deposit process look like? How did you fund the crypto wallet and what wallet was used if any?

The deposit process was straightforward. I just copied the crypto address from my casino account and sent LTC from my BitPay wallet. My niece helped me fund my wallet — I gave her cash, and she sent the equivalent amount of LTC to me.

2) Why the POIs and POA you uploaded are not genuine?

All the documents I’ve submitted are my own. I’m not sure why you think they’re not genuine. The last one I sent — the video of me holding my ID while playing in your casino — clearly shows that I’m a real person and the account belongs to me.

3) What games did you play at Jackpoty and how do they look like? You should name at least three.

Here are three of the main games I played on your platform:

Piggy tap - tap the pig until it breaks

Book of Dead – Egypt theme

Gates of Olympus – tumbling reels with multipliers.

Sweet Bonanza – candy theme slot

4) Why did you choose US dollars as the funding/gameplay currency?

I chose US dollars because it was one of the available options, and it’s easier to convert when using crypto.

5) Why did you use virtual private network services to access the casino?

I never used any virtual private network. I honestly don’t even know much about that. I just use my phone that uses mobile data to access the internet and your casino, if that’s what you mean.

Best regards,

Derek

Hi, Any updates for My cases? Pls thanks

Hi, Any updates for My cases? Pls thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

We are still checking this case internally, as soon as we have more information we will get back to you asap.

Martina, can you please check our discussion, thanks in advance.

Jackpoty Casino Team

Greetings, everyone,

Thank you both Derekwilson1953 and Jackpoty Casino, for providing all the necessary information and evidence regarding this case.

Dear Derekwilson1953,

After carefully reviewing all the available information, we are inclined to agree with the casino’s assessment that your KYC verification was not successfully completed for valid reasons. Therefore, we regret to inform you that we must reject your complaint. I am truly sorry that I cannot be of more assistance in this matter.

However, you still have the option to contact the gaming authority that regulates the casino and submit a formal complaint directly to them.

Respectfully,

Martina