JackpotCity Casino - Player’s account has been disabled.

On Sunday feb 14 I opened an account and deposited 2000$. I played for many hours and was having some great wins when suddenly I’m booted off. I contact support and they informed me I had a closed account with a sister casino so they blocked me from this casino. The chat person told me I would be refunded my deposits. A few days to by, I hear nothing. I contacted them again, this time I’m told they have to review my account. And I won’t be getting refunded. The next day I contact them again. This time they tell me I’m getting my 1002$ withdrawal request. I ask about the other 850$ that was still in my account. I was told they were initiated a manual withdrawal for me. The next day I get a notification of 602$ withdrawal. I contact them again, this time they tell me I only am getting 600 becusse of a echeck not clearing, yet I didn’t use echecks to deposit. I used interact and all deposits went through. They tell me they will look into it. Now a week later, I hear nothing. Nothing about the remaining 850$. I feel they are doing anything to avoid payment or refund. I am demanding a refund of my deposits minus the 600 I did receive. 

Dear Maurice,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. What was the reason for the self-exclusion in the sister casino? Have you requested it, or it’s been applied by the casino? How long ago it happened?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello

I had requested in, it must have been awhile ago since I can’t remember the details. I had been gambling a lot at the time and decided to stop. I wasn’t aware all these casinos were "sister" so I meant no bad intention when opening this new account. I played for hours and suddenly after being on a big winning streak, I get locked out. Prior to this I had requested a 1000$ withdraw. They have paid me 600$ but they won’t pay me the rest that was left in my account at the time they cut me off.

Could you please assist with the following?

• the amount of your total deposits was $2,000, correct
• how much was the active balance at the time of your account closure?
• the only payment that you've received was $600, right?

Thank you very much in advance.

I deposited 2000$. Intially the chat agent said I will be refunded all 2000$. But they didn’t. They paid out one requested withdrawal of 600. And there was 859$ (Give or take a few

dollars) left when they closed it.

Thank you very much, Maurice, 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 Maurice,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I have tried contacting them everyday. They never reply to me. I’m guessing it’s a lost cause.

I'm truly sorry to hear that. From our experiences, Kahnawake Licensing Authority usually replies to the complaints. Could you please advise how many days ago you have contacted them? Looking forward to hearing from you.

Dear Maurice,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I contacted the gambling commission as instructed. And they informed me the casino will be issuing a refund of my deposits

That's a great news. Could you please keep me informed? Looking forward to hearing from you.

Hello Maurice,

Have there been any developments since our last conversation?

Dear Maurice,

Have you received your refund? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.