JackpotCity Casino - Player believes that their withdrawal has been delayed.

I had several instant check deposits totally $250 at JackpotCity Casino go through ok in late Aug. On the bank's end, they were NSF and I had to repay them, not JackpotCity, the $250 plus a $48 nsf fee. Two weeks ago I had a withdrawal of $600 at the same casino, and they took the $250 from the $600. So I ended up paying the debt twice. I contacted a casino rep in the live chat (a miracle as it's near impossible to reach anyone) and I explained the situation. The agent was adamant, and I though rude, saying that I was never getting the $250 returned from the casino under any circumstances. I sent an email to the casino support staff and they seemed more receptive to my concern They asked for my bank statement with the transactions and repayment highlighted. I did that. Days later I received an email saying my document was turned down because the transactions weren't highlighted. I replied saying they were, but that I resent it again, this time highlighted in pink. I never did get a response and I can't reach live chat for a follow up. I think the casino owes me the $250 because the bank paid them, and I think there should be days turned into a week investigating something very obvious

Dear kellybragg9,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, I'm not from from Ontario. The option when selecting casinos somehow decided I lived here. The casino in question is not All Jackpotcity it's JackpotCity Casino - and not the Ontario one. I am fully verified. I don't think you understand the issue. I received my withdrawal. I received $350 of the $600. They kept $250 saying I owed it to them because they didn't get it from the my bank. They did get the $250 from my bank account and I sent the bank statement to them to prove it. They told me to send them my bank statement for proof that I paid the bank and they got their money. I sent them my bank statement but they rejected it because they said I didn't highlight the transactions. I did and I wrote in the margin. I edited the same statement again, this time making sure no one missed my highlighting by using a thick pink highlighter. I didn't get confirmation of receipt of the second statement and I'm unable to reach anyone. I'm clearly owed $250 and there's no reason to wait. It was actually Aug. 12th when I deposited the money using Instant Checks. Sept. 6th when the withdrawal was requested and I have received it, like I said, but minus the $250.

How do you edit your username?

This complaint is under the wrong casino ...it should be JackpotCity

Out of office on vacation?

Oh dear!

Dear kellybragg9,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have made many attempts to reach an agent with JackpotCity via live chat, but was unsuccessful. I also emailed them, yet again, and did not received a reply. The $250 I am owed is still outstanding.

Dear kellybragg9,

I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend that players contact the Licensing Authority directly and use this complaint as a reference.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Thank you for your understanding.

Best regards,

Nick