JackpotCity Casino - Player's Winnings Disappeared from Account.

I withdraw $4,000 from jackpotcity, on the 01st of May 2024. I went back on today and the funds are no longer pending or anything the funds have gone!!! I won that money without bonus or free spins. I want to know what happened to the funds !!!

Dear Lonnie2022,

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. 

Do you have any evidence that you really accumulated these winnings (screenshots, game history, withdrawal request confirmation, etc.)?

Have you tried contacting casino support? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

i have proof of withdraw, I have tried to contact jackpot City multiple times with no success, I want to know where the funds are that I won! My partner is on the same app and she with draw $1200 with no problem but I'm new to this and I have not received my winnings. I really want to sort this out as I don't want to take legal actions over 4k.

Thank you for your reply, Lonnie2022. I’m afraid we are not able to assist you further 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 contact the official ADR directly and use this complaint as a reference. You can file an official complaint to Ecogra:

https://ecogra.org/contact-us/

I wish we could be of more help, but sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed. Thank you for your understanding.

Dear Lonnie2022,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.