JackpotCity Casino - Player's account has been closed after service issues.

I realized the disputed amount is small but it was 5$ worth of free spins and I wanted to warn people about the way this was handled.

I received a promotion on August 6th that awarded 25 extra free spins on Mega Millionaire Wheel every day for 7 days when you deposit 20$. I played out all 7 days with no issues. I received the promotion again on August 13th and deposited. I received the extra spins on that day. On Aug 14th I did not receive them, but they were promptly added when I talked to support. On August 15th I did not receive them and support said they would escalate the issue and I would hear back in 24-48 hours. On August 17th I had still not heard back so I talked to support again and after many attempts of them adding the spins to my account and seeing nothing on my end they added the value of the three days of missing spins to my account as bonus money (7.50$) which I was happy with. I did not receive the spins on August 18th but did not have time to sit on the chat with support for them to sort it out. On August 19th I talked to support and they claimed that I misread the terms and needed to deposit every day to receive the spins. They requested a screenshot of the terms of the promotion which I did not have as I did not think I would need to take proof of it when I claimed it. They were adamant that I, all of their coworkers that I spoke to in the days prior, and their entire system that gave me the seven days of spins the week before, were mistaken and there was nothing they could do. It was absolutely maddening and a terrible customer service experience. I requested my account be deleted, which was also a nightmare. They requested all of this personal information despite it being available on my account but I was already locked out of my account? Shady.

Aside from this horrible experience, their customer service chat is a puzzle to access. It is difficult to find on the site and once you open it you have to use certain phrases with a bot that are unrelated to your issue in order to access an agent.

Dear whatagem,

Thank you very much for submitting this complaint. I'm sorry to hear about your frustrating experience.

Could you please specify if your account is now closed, or if you still wish to close your account but are experiencing difficulties with it?

Additionally, could you kindly provide a link or a screenshot of the promotion you received on August 13th when you made your deposit? Was this promotion sent to your email, or did it appear directly in your casino profile?

Regarding the terms of the promotion, did you receive any communication (email or message) outlining the conditions, or was it just visible on the website when you claimed it?

Can you confirm if the initial promotion during the week of August 6th required daily deposits to receive the free spins, or if that condition was only introduced later during the second promotion?

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

Veronika

Hi Veronika

I don't know if my account is actually closed because I refused to provide any of the information they already had over email but I am not able to sign into it anymore so I am assuming it is.

I don't have a link or screenshot of the promotion, unfortunately. It popped up in the middle of the screen when I did my free daily game and I just clicked 'claim'. The same pop up appeared on the 13th and because it worked the first time I didn't think I would need to have proof of it so I didn't screenshot it then either.

I very rarely received emails from Jackpot City so this promotion never came through that avenue.

The only terms that available were stated on the pop up "Deposit 20$ and receive 25 extra Mega Millionaire Wheel spins every day for a week". There was also an option to deposit a lower amount, I believe it was 5$, for extra spins for a single day. I never received any additional, more detailed terms.

I can confirm I deposited 20$ once on the 6th and received the extra free spins every day for one week. The new "terms" were only introduced after my third discussion with customer support and before this the agent was adamant that no such promotion even existed, which was also frustrating.

I realize that it's difficult to accomplish any sort of recourse without proof of what happened. I mostly just wanted others to know what they might run into with this site. I can assure you would not take the time out of my day to to make something like this up, I had no issues with Jackpot City prior to this, they used to be one of my favorite sites.

I hope that I have answered all of your questions.

Kelsey

Dear whatagem,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from JackpotCity Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.