JackpotCity Casino Ontario - Player has not received her deposit refund.

To Whom It May Concern,

I have been fighting since April of 2022 to recoup the funds that I deposited into the Jackpot City Casino. I have been affected negatively by my experience with the casino. I developed a gambling problem. The Responsible Gambling Department of the casino has admitted my experience with the casino contributed to my gambling problem. I received a phone call from the Department stating that I would be refunded either a "FULL" or "PARTIAL" "RETURN OF FUNDS." To date, I have not received a refund that reflects what I put into the casino - which would have been my "SAVINGS." The entire experience has left me "FINANCIALLY CRIPPLED" and has drastically impacted my "MENTAL HEALTH ISSUES." Please find attached a Transcript of my phone call with the Responsible Gambling Department (Password 0812196) to access the file. Also, please find three e-bank statements showing my erratic spending patterns. I hope I have provided enough information to support my complaint. Thank you for your time.

Sincerely,

Shawnalynn C***

Casino Username: Sa***20

Email: s***@gmail.com

Dear smcnewday,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

"Player Self-Exclusion

If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.

If you are concerned about your gambling behavior, please consider one of the following options:

A minimum of 24 hours "Take a break" period

A minimum six (6) month self-exclusion period

...

To change your deposit limits or to request exclusion, please contact our 24/7 Support Team."

Could you please advise when exactly you informed the casino about your gambling problem? Was it before or after you made all those deposits? Would you be so kind as to forward me your self-exclusion request?

Moreover, I am not able to open the document with the phone call transcript as it is password protected. Please forward me the unlocked document. My email address is kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

In November of 2021, I did instruct the casino that I wanted to put Deposit Limits in place. I did so several times. But I feel that this was not enough of a deterrent - in my case to stop me from developing a Gambling Problem. I should have been blocked by the casino - for a period of time. If something like this had been done, I believe this would have given me time to fully see the pattern that was developing before it was too late. I could have taken the time to step back and decide if I wanted to continue or walk away with my finances intact.

Unfortunately, in order for me to realize the magnitude of the situation, I had to lose everything. Hence, I had become a gambling addict. Having mental health issues did not help the situation, it made me more susceptible to developing a gambling problem. There should be firmer mechanisms in place to flag players like myself - that highlight abnormal spending patterns and stop the player from playing.

The Pandemic has given us assistance and monies to help us at this very uncertain and troubling time. I have been affected negatively by my experience with the casino. I am only asking for my Savings back.

Sincerely,

Shawnalynn

Thank you for your reply, smcnewday. So, do I understand correctly that you personally have not informed the casino about the gambling problem and the casino indicated that some of your deposits could be refunded?

No, the casino knows about the development of my gambling problem. I have been affected negatively by my experience with the casino.

The casino did indicate that some of my deposits would be refunded (a full or partial return of funds). I am debating the amount that I have already been refunded. In total, I have been refunded $410 of my deposits. I do not feel this amount of a refund reflects the number of deposits that I have put into my Jackpot City Casino Account.

I had more than one account and put in for self-exclusion from my Jackpot City Casino Account but I only received self-exclusions from the other accounts. I also requested deposit limits for my Jackpot City Casino Account.

Also, I am not able to upload any documents.

smcnewday, in order to proceed with cases submitted by players with gambling problems, we always need to see a self-exclusion request first. Since you don't have one, I am afraid we are not able to proceed with this case. I am sorry, but if the casino itself decided to refund your deposits without you informing the support about your gambling problem via self-exclusion request, we cannot force the casino to do so.

If you still have access to your account, please ask for self-exclusion as soon as possible, so that you don't lose even more money. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please inform us about any further developments.

First, I would like to emphasize, that creating and having multiple active accounts at a time is prohibited by the vast majority of online casinos. If you still have an active account, please ask for self-exclusion as I suggested in my previous message.

I apologize, but since you have not provided any self-exclusion requests, we are not able to help you further and we don't think you are entitled to a refund. If you do not agree with our decision, you can always contact the licensing authority for their standpoint regarding this situation.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.