JackpotCity Casino - Player from Alberta reports account closure with deposit confiscated.

well last year i made a deposit for $40 and one day they locked me out of my count and kept my money i made 2 deposits of that and the first O=I ask for my money back they wouldn't give me a reason why

Dear bernardcaroline29,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with your account and the withheld funds.

To assist you better, could you please provide additional details about your situation?

• When did the casino lock you out of your account?
• Was your account previously verified?
• Have you received any communication from the casino regarding the account lock or the reason for keeping the funds?
• Have you attempted to contact the casino's customer support through various channels, and if so, what responses, if any, have you received?

Could you forward any relevant communication with the casino to petronela.k@casino.guru for further review?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Dear bernardcaroline29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

yes my account was verifird and yes U=I did communicate with the casinos support centre and all they said was that they compascated my money

Additional comments from the player:

hi this is Caroline Bernard as I have put in a complaint against jackpot city the online casino anyways this happen last year and I know Ruby fortune and jackpot city are together as with ruby casino I tried to send in my id but it had the wrong address as I have tried to tell them that after all that I have sent they locked me out of my account and I played out my wager and I managed to win over $200. and i wanted to cash out which they only gave me $101. out of it that is when I didn't know that booth casinos were together . so i have tried to play at jackpot city I signed up made a deposit after making that deposit that is when locked me out of my account twice actually my late sister she passed away after she made a account she couldn't tell them that i was taking over but it was my bank account that I have made it the deposit with both $40. and in one account I was up to $200 and bam my account was taken and they kept my money. so now i am pissed of as Have another complain about casino rewards as i have won over $15,000.00 and i wanted to cash out but they told me that I had to pay for my arrears which i did and I even got copies of the email messages stating that i did so i ended up paying3 times for that arrears I even sent them a copy of it but looks like I ahve to send it again

Hi bernardcaroline29,

• Am I correct in understanding that you used your sister's casino account for playing, yet the deposits were made from your bank account?

Thank you.

no that is where you guys are wrong . but back to jackpot city no my sister passed her account down to me cause she was leaving to be with God rip my beloved sister asd I have sent my ID and bank statement to them as of after all of that , that is when they closed my account on me after Making a deposit of $40.

Hi bernardcaroline29,

• You suggested that you have used your sister's casino account. Is that true?

Thank you.

i said that my sister passed her account down to me cause she knew that she was going to die what language is this written in I know that i am writting in english may i put it in capital letters so that you can read em better MY SISTER PASSED IT DOWN TO ME CAUSE SHE KNEW THAT SHE WAS GOING TO DIE .

there it is underline with capital letters but if this doesn't gte you then this is the wrong place to make a complain on well if so I am sorry to have bother you guys looks like no matter what people are trying to do what is right butyou guys just have to make it to the point that the person that is making their complaints is at wrong what is wrong is the casinonot giving back my money

Hi bernardcaroline29,

I acknowledge the loss of your sister, and I extend my sincerest condolences. However, it's essential to note that casino accounts should not be transferred to another player under any circumstances. If you utilized your sister's account without prior consultation with the casino, there are limited options available to us.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.