Jackpot City Casino ZA - Player's deposit issue is complicated by gambling restrictions.

Good day ,

I have a huge issue . I have a gambling restriction on my South African ID also for the area I went to the board of gambling to get this restriction. My partner found out I was gambling at this casino ( first he says the casino doesn’t accept South African players . But I just did the fica process . They allowed me to play .

my partner wants to sue all the casinos ( as I went to rehab last year for gambling . I need to play open book with several casinos .

can you guide me . My partner is ready for divorce if the deposits not going back .

I agreed to work with .

Dear Beast777,

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

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

• Could you please clarify whether the casino you joined was https://www.jackpotcity.co.za/?
• Have you asked the casino for a refund based on your participation in the register of excluded persons already With what result?
• If you discussed the issue with the casino already, please forward your communication with the casino to my email at tomas@casino.guru

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,

Tomas

Hi Thomas ,

Thanks for coming back . Again this casino I only joined recently. Ask for refund . But not really a answer . Will sent you the email what I received today and my communication.

discussed the issue already . Also sent a email to the gamblers commission in Gauteng .

if you need more information. Please let me know .

the casino is based in South Africa

regard

Hello Tomas ,

i hope that you received the relevant information. About responsible gambling .

Hi Freddy ,

Thanks for coming back . As I told you my partner is not taking this . I went to the commission of gamble In Gauteng on the 25 jan 2024 that I was disclosed for gambling based on my ID number .

So that on line casinos would not able to open .

With you’re casino it’s was open ( even after fica verified. Gambling addiction is a desease . So my partner and me are going to make a case . With all the legal steps . Because I was able to deposit . 

The GURU side is also aware . And Also the gambling authority how it was even possible to open . The desputed amount is approximately 6000 Rand . So we are going to see the legal steps . 

If you need more information. You can ask by email . 

Sincerely 

Mr *****

Verstuurd vanaf mijn iPhone

Op 16 okt 2024 om 11:17 heeft Responsible Gambling Jackpot City <responsiblegambling@jackpotcity.co.za> het volgende geschreven:

Hi Dave 

Freddy here from the Responsible Gambling Team at Jackpot City, your City of Spins!

Jackpot City has and will always take Responsible Gambling very seriously. Your protection and wellbeing are always of the utmost importance to us.

Your Jackpot City account has been locked for Permanent Self Exclusion and cannot be unlocked 

While most people gamble for social enjoyment, Jackpot City acknowledges that gambling can possibly create problems and harm certain individuals. These problems can range from over-spending to a pathological gambling problem. Jackpot City is committed to creating a responsible gaming environment by implementing and maintaining stringent responsible gaming requirements.

Please do not hesitate to contact us for any further assistance.

Kind regards

Freddy

City Support Team

We promote responsible gaming.

Support Hours: Our Support Team is available daily 24 hours a day, 7 days a week

Hi Tomas ,

The casino doesn’t reply at all . Not on emails etc . I tried it multiple times with my reference number .17387219

kind regards ,

Over here the exact thing …. But this casino is operating under the South African law . So they should have had a pop up with seeing my South African ID number , that there was a restriction for gambling .

Thanks for your patience.

Could you please share the screenshot from your casino account, with the website visible?

I apologize for the inconvenience.

unfortunately no screenshots from

account . But thank god I have some from my credit card . The rest was with my local debit card ( and there is only via Swifty so you don’t see the name . Only this can confirm I had a account and I see Johannesburg ( that my area Gauteng ) .

hope this can help ?

I think it’s even more then 6000 Rand but than i need to sent you all of this kind of screenshots? This is from my South African debit card .

contact person who also is aware . Just for you’re information. Complaints to all casinos are over there also .

Good day Tomas ,

hope this email finds you well ? Just checking if there are any updates about this complaint .

Thanks in Advance

Thanks for your patience.

After our investigation, the online casino operates only with a bookmaker license with a different jurisdiction than the self-exclusion register you have been part of since the beginning of this year. The jurisdiction of the Gauteng license seems to be the oversight of brick-and-mortar casinos and bingo parlors.

We can't conclude the casino is obligated to participate in the scheme and thus was supposed to know about your issues at the time you created an account there. As such we can't assist you with a refund request for funds lost since the beginning of your registration in the casino.

From our point of view, to be protected in an online casino, you need to inform them about a gambling problem when requesting an account closure or self-exclusion. Following such a request the casino is obligated to prevent you from further gambling.

Since it seems your account has already been closed after you informed the casino there is little we can assist you with.

Please let me know if there is any other information I might have overlooked otherwise the complaint will be closed.

Hi Tomas ,

you can close it

this is coming from the government representatives.

extra important info !!!!!!!!!!!



please see review based in South Africa 

Hi Tomas ,

hope you doing well ? Most probably you will decline this complaint also .

but let me know if not ? Also the feedback they gave ? So if guru declines I can take it up with the officials again. .

thanks for everything

I wish I could be of more help.

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 any issues with this or any other casino in the future.