JackpotCity Casino - Player’s struggling to complete the account verification.

Hello again my friends first will let me take this opportunity to advise that casino guru I feel is the best site out there for our players who have a voice so thank you for being there next the issue at hand is with jackpot city casino where I have deposited over $5000 never been able to withdraw then I finally was able to get lucky and win 1100 by the time I was able to withdraw it was only 300 I kept on using the reverse withdrawal method although I explained that I was a problem gambler I tried to self exclude myself they would not allow me to do that unless I jump through more hoops.

hi I tried to change my passcode having a friend do that for me I was able to use it forgot passcode etc. etc. and I finally advised that I wish out of exclude myself I went through plenty of aggravation and stress and agony and they allowed me to do such I was now trying to withdraw the $300 and no issues have been there up until I received information that they needed my documents

again I stress that there is no requirement for these documents to be provided when I deposited over $5000 but when I wish to withdraw $300 the documents all of a sudden are important I hope you can understand my frustration and my complete feelings of no justification on how you allow me to lose $5000 without any documents whatsoever but the moment I try to withdraw even $300 small amount originally it was $1000 may I add now on the documents are important I find this disgusting

anyways since my account is locked due to my request of self exclusion I have had problems in getting my documents to them I have done this now three different occasions I have sent in my kyc requirement documents. I have sent this now to three different email addresses I have Kat contacted life-support and all I wish is he even know if my documents were received no communication I have been back to me furthermore I have received that the emails that I sent in Merced back due to the file not be able to transmit it and they have tried 15 times to send in and the email address refused it can you please assist me in getting my money and I would like to review that this casino is again so bad when it comes to paying out there’s no problems depositing however such a problem paying out

again I find that you know casino guru is the only voice of the online community has in getting to the bottom of any problems because these casinos are very shady in their efforts to not ever pay out and this is something that I think you should be applauded for casino guru you are the best I hope you’re able to help me out

Dear Eric,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Additionally, the KYC verification is usually held by casinos only when a withdrawal is requested, not earlier.

Have you been advised what specifically seems to be a problem in verifying your blocked account?

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

Best regards,

Petronela

I have submitted all my documents I need you to advocate on my BF play these guys up it is now been over 2 1/2 weeks this is completely unacceptable I’m waiting for my money admitted my documents I have been in chat request I have any chat rooms myself I’ve done everything I possibly can you’re my last hope please help and get them to give me my money they agree they have a seat my drivers license they said that my bank statement was blurry which is impossible since it was a screenshot. Pardon me if I have any typos as it is voice thank you

Thank you very much, Eric, for your reply. I need to inform you that 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.

However, I would like to set the timer for additional 6 days and give the casino some extra time to complete the KYC verification.

Please let me know if you agree or you'd like to proceed with filing an official complaint through the Licensing Authority straightaway.

Thank you in advance for your reply and understanding. 

I have written to the gaming commission as you had suggested I had included all of the relevant details nobody has got back to me as of yet jackpot city has also not get back to me as yet my money is still sitting in limbo had submitted all the documents I have needed I’ve checked my junk mail I’ve done everything I can and nothing a few times I have sent more communications just to remind them and it gets returned undeliverable Microsoft undeliverable I can’t believe that this is how this goes on in our world and people play millions of dollars and this is what happens all that has to happen is one opens up a casino site advertises rigorously and then can keep all of the people who spend their money I am this scenario in case somebody gets lucky in my case it was $1100 that waddled all the way to 300 which time I had to self exclude myself at which time they did not want to except my self exclusion policy they made me jump through more hoops and then you get to keep everybody’s money and you Casino guru is my only type of recourse reminding people via Word of mouth advertising of which sites are good in one or not I may take this opportunity that I feel but 365 casino is a 10 out of 10 they are absolutely the best win lose or draw you can be sure sure that you will be paid in under 48 hrs almost guaranteed you can be sure that their games are on the up and up you can be sure that if you get lucky you’ll be paid right away they are the best site out there in the world and anybody else to deal with any other sites takes chances(as has been my experiences) yes they have less than ideal bonus system yes they have not the best selection of games but I assure you they are the best hands down

I fully understand your frustration, Eric. I wish I could be of more help, unfortunately, there's not much we can do. Could you please advise when you have filed the official complaint with the Licensing Authority? Please bear in mind it takes a few working days for them to process your request. Thank you.

I contacted the gaming commission once they got on it my withdrawal was processed right away however in a convenient twist no password was given to see the funds I have now been on hold with jackpot city life-support for the last two hours where they told me 24 to 48 hours is a minimum expected wait time I know this to be false as other casinos have got it for me instantly what a joke I advise no one to play on this site they will harm you

I will say that the gaming commission was a great help this site is horrible I again must caution anybody do not use this site jackpot city they are crooks

Thank you very much, Eric, for the update. Do I understand correctly that your problem has been resolved and you have received your winnings already? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes Petronella I would like to thank you immensely for your hard work and assistance in this file

regarding closing of the file I concur and agree that this matter has been resolved I’ll be at much longer than shall be deemed or termed acceptable although much more hardships than standard albeit much more difficulties than acceptable and so much back-and-forth I would like to state that without your assistance and direction and who to contact including the commission I would still be in limbo

I can only imagine how many other situation to have a reason who do not contact you or other sites for assistance in closing I must say that my message with the commission is truly what sped up the process

it is completely deplorable unhealthy attitude and how the process changes when the shoes on the other foot being in favour of the customer when anything regarding any favourite towards the site everything is fair game this must be addressed I personally feel there are only a handful of sites who individuals should be able to trust wholeheartedly

I feel that you and your sitei and your team are the gold standard in fighting for the little guy and advocating on our behalf so I would like to thank you from the bottom of my heart for all the hard work you put forth a job well done and you deserve a great pat on the back

yes you can close the file with a caveat and a warning to all other players avoid this site and use at your own risk

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Eric, for your cooperation, confirmation, and kind words.

Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru