JackpotCity Casino - Player’s withdrawal has been delayed.

i won 14000 on Jackpot City, 10 days ago and have been unable to withdraw a cent of it.

I have contacted their support centre (which goes around in robotic circles) and emailed them several times, I have had no response. Tried withdrawing in different, amounts, , playing more and withdrawing and investing more, during this time. Nothing has worked. I have basically begged them to respond, alas nothing.

i am more than frustrated and stressed by the lack of communication.

it feels like a ploy to make me reverse and spend as much as humanly possible. The joy of receiving/winning such finds has been more than overshadowed.

i am a total loss of what now to do. I would be very grateful for what advice

Thank you

Nicola Carter

nicolacarter71@yahoo.com

Dear nicolacarter71,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I find 14 days a little unfair when they have not responded to a single email in the made 10, but appreciate any help you can give. I forgot to mention they reversed the withdrawal back o to my casino account on them7th day, still with no communication

I am a verified Gold class member.

Dear nicolacarter71,

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. 

Regards,

Nick