JackpotCity Casino - Player had his account blocked.

Hi there back in march of 2021 i was playing at jackpot city casino my username is bransberry28 well was after i noticed in their free double down blackjack table the casino had "bots" playing a few which was giving the house an even bigger advantage i deposited 4000 dollars and every single time there well 1-5 bots hitting on KK and then busting making the dealer get 21 time after time after time after i told the casino about this they told me that their customer support would contact me this was back in March it's almost July they tried calling me one time and I miss their phone call and I emailed them saying please call me bac

k and they never did they have suspended my access to my account this isnt how you treat someone that deposits 4000 dollars in a 3 week period i didnt lose they stole it

Dear Bryanransberry,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which Blackjack game did you play exactly, please? How much active balance did you have when the casino blocked your access?

Furthermore, I would like to point out, that you’ve missed 2 verification calls, so I believe that is the reason your account has been blocked.

Looking forward to hearing from you.

Best regards,

Kristina

Hi there i was playing the free double down when they blocked my account i was at 1500 and they only tried calling me one time i emailed them asking for them to call me back which they never did my account was blocked 3 weeks before that

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

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against Kahnawake-licensed Online Casinos through the following link http://www.gamingcommission.ca/faq.htm.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding.

Dear Bryanransberry,

Have you contacted the licensing authority? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Ive emailed them over a dozen times in the past and ive called them which cost me money and they never call back seems like everything online casino is out to get everyone since the pandemic pretty sad

Thank you very much, Bryanransberry, for your reply. I will close this complaint as "Waiting for Regulator Decision" and ask you kindly to let me know about any developments. My email address is kristina.s@casino.guru and I will be waiting for an update patiently. I wish you the best of luck and apologize that we were not able to help you more with this case. 

Dear Bryanransberry,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Kristina

Dear Bryanransberry,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.