JackpotCity Casino - Player's winnings are confiscated.

I am upset; Jackpot City Casino is a scam. Don't even think about playing there.

I won a lot of money and when I went to withdraw it, it disappeared from the game as if I never had it. They are shameless.

Don't even think about transferring to this casino.

Dear danielamonroy090,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with JackpotCity Casino. Please allow me to ask you a few questions to clarify the situation.

Could you please specify if you accumulated your winnings with or without an active bonus?

Have you contacted customer support after your winnings were voided from your account?

Could you please confirm if you passed the full KYC verification?

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

Hello Veronica, yes, I used the active bonus and made 50 times what it asked me for, so I'm moving to real money. I'm not new to playing, I play in Win Chile Betano Win1 and this has never happened to me. This is the only casino that has a terrible reputation for not canceling because I've seen thousands of complaints.

And yes, I passed the complete KYC and out of nowhere the money disappeared, which I have photos of that I had and I didn't play them.

I have sent an email and no one has ever responded to me, no one has contacted me and it cost me too much to withdraw the money for them to make it disappear. I would like you to help me, who should I talk to or how do I report them because they are scammers.

Could you please send me a screenshot or link to the bonus you used?

Could you kindly specify what you mean by saying that the money disappeared? Were they forfeited after you finished wagering the bonus or after you requested a withdrawal? If you have any pictures that could shed some light on the issue, please post them here.

Why do you want so much information? Are you going to help me get my money back that suddenly disappeared from the game?

?? The account was left at 0, they don't answer my emails, they are scammers and they are everywhere so that people don't fall for it. This casino has thousands of scammers, they don't pay, they just like you to deposit.

I already said here that they are scammers and I will not delete my comment and you do not help at all, you only justify it. I told you clearly since they scammed me by taking my money and it never reached my account.

Don't answer me if I get here to comment, it's so that more people don't fall for it anymore

Oh, my money is here and I can't withdraw it, but it's mine and they don't respect anything. They put thousands of conditions attached to withdrawing it. They've even asked me for my bank statement. I don't know what they want.

Please note that in order for us to effectively assist you, we require your cooperation in answering our questions. I will only ask relevant questions that are necessary for the investigation. I'm pleased to hear that your winnings have shown up in your casino profile. Can you please confirm if this is your first withdrawal request?

Have you completed the full KYC verification process? The Terms and Conditions state that players must verify their accounts before making their first withdrawal.

The verification documents required are:

7. PAYMENT DETAILS / WITHDRAWALS

7.1. The Casino reserves the right to ask You for verification documents upon registration and / or prior to processing financial transaction. This includes, but is not limited to:

• Proof of income (if applicable)
• Copy of photographic identification documents, such as a Passport or Drivers License
• Documents confirming residence such as a bank statement or utility bill no older than 6 months
• Proof of ownership for any payment method used to deposit or withdraw funds (if applicable)

Failure to send in any requested documentation may result in your account being terminated.

Have you provided the casino with your bank statement from the payment method you used for making deposits? Usually, it should show transactions for the last 3 months.

Dear danielamonroy090,

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.

I still can't withdraw my money and it's been more than 10 days since I played and my account was successfully approved.

I already sent all the documents

I received a withdrawal receipt but the money did not reach my account and the app does not help

Could you please specify when exactly you received an email from the casino about your withdrawal being processed?

I received an email stating that I had already withdrawn the money from the casino account 5 days ago.

As you probably know, we recommend players wait up to 14 days for their winnings to appear in their account after the casino processes them. From our experience, the majority of the players receive their winnings within the 2-week timeframe. The delay in payment processing may be caused by the payment provider or a high volume of pending withdrawal requests in the casino. If you do not receive your winnings by 26 September, please let me know. Thank you for your patience and cooperation.

I've been waiting for 11 days and nothing. I hope I get the money.

Thank you for letting me know. Have you received your winnings yet?

Hello, good morning, I still haven't received anything and it's been a long time.

Dear danielamonroy090,

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.