The player from Chile had attempted to withdraw her winnings from Jackpot City Casino but was informed that there were issues with her bank account, despite having used the same account for deposits previously without any problem. She had accumulated her winnings using both her deposit and a bonus. The casino did not provide clear information regarding the account issue. Our team had attempted to assist but could not due to the casino's refusal to cooperate or comment on the complaint due to strict GDPR regulations. We had advised the player to contact the Licensing Authority directly, using this complaint as a reference.
JackpotCity Casino - Player faces withdrawal issues from Jackpot City Casino.
Black points: 40
Amount: $180,000 CLP
JackpotCity Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
5 months ago
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5 months ago
Translation
I requested a withdrawal from Jackpot City Casino last week and they responded that they are having problems with my bank account. However, they didn't have any issues receiving my deposits from the same account. I'm unsure if they're doing this to withhold funds or simply not to pay.
Automatic translation:
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5 months ago
Hello VIOLE56,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JackpoCity Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
I deposited and they added a bonus, then I accumulated enough winnings that generated funds to withdraw. I requested the withdrawal by providing all my banking information and they generated the request without any problems. But they answer me that there are problems with the account? If it is the same one with which I deposited. They also do not indicate what the problem is with the account and how to clarify it. Regardless of whether they return or not, it is necessary that they be clearer with the information they require in order to clarify and not act with so many questions. I hope they don't do it so that we give up or get tired and those funds no longer leave the casino.
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5 months ago
Thank you very much, VIOLE56, for your reply. 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.
