JackpotCity Casino - Player has been waiting for a refund.

Been waiting months for feedback on my account. Was told my deposits would be refunded then never heard back

Dear Grace,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? What kind of refund should you receive?

I will be waiting for your reply patiently.

Best regards,

Kristina

I had previously made an account that had been self excluded I made a new one and mid session it was shut down. I spoke to the operator and he informed me that since I was not allowed an account open due to having one already self excluded that I would receive a full refund of my deposits and that the case was being escalated and I would receive feedback in a few days. It's now been a couple months I've tried contacting them and they will not comment.

I have proof of deposits and screenshots from the chat operator saying that my deposits would be voided. Still haven't received anything.

Thank you for your clarification, Grace. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. I would also like to see your self-exclusion request, so please, forward it as well. Thank you in advance.

Thank you very much, Grace, 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 have refused to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players to contact the Licensing Authority directly and use their complaints as a reference. You can file an official complaint against MGA licensed Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/.

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 if you decide to contact the licensing authority. Thank you for your understanding.

Dear Grace,

Have you filed an MGA complaint yet? 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.

I have decided to not take this any further as I'm not hopeful that it'll get anywhere which would result in more wasted time for me unfortunate as this is. Thankyou for your help this far

Thank you for your reply, we will now close 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.