JackpotCity Casino - Player’s withdrawal is delayed after account verification.

Being given major grief too be granted my withdrawal for 2 weeks now , i have sent all proper id and documents , that have been verified and accepted by the casino , received a email stating this from them ,also this shows in my messages when signed in to my casino account stating your account has been verified , when i contact there support , they keep asking for identity and verification of my enterac deposit information, which they have this from numerous deposits , they keep saying they apologize for the inconvenience , i tried making a recent deposit to my casino account through Gigadat and the casino rejects my deposit now. i inquired about this and they said my money will be returned to me by enterac , this is my first time making a withdrawl and my first casino account on line i joined, this is unbeleivable the hassle they put peaple through , they immediatly take your money and give grief if you win and withdrawal , its like there trying to prolong this to payout nothing , ive deposited over 1200 dollars.Can you please help me with this.

Dear missymoon1,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

i have submitted all the documents and id , that has been accepted and verified , as you will see with the pics i am attaching to support this,

I have received another email from SUE at jackpot city casino , requesting a void check with my banking information , I uploaded this again for them dated and stamped by my credit union 2024/01/08 . They also requested the last 4 digits of my sin number , I also provided that. I have done everything humanly possible now with this casino for my winnings , the support team you chat with at jackpot city , informed me they will get back too me again about the status of my withdrawal for 5000 dollars , this is 3 weeks now. I mentioned the time this is taking to receive my winnings and they replied sorry for any inconvenience again. I have taken screen shots of the chat discussions if needed.

Hi missymoon1,

I'm confused a little bit now. Your complaint is filed under Luxury Casino, but the screenshots provided pertain to Jackpot City Casino.

• Could you please provide further clarification on this matter?

Moreover, based on the communication you forwarded, it seems that the casino did not receive your deposits, leading to the non-processing of your withdrawal.

• Is my understanding accurate?

Thank you.

This issue is with jackpot city casino, sorry for the mix information, I am still waiting for my withdrawal of 5000 dollars ,they have advised me that the withdrawal is now in the third stage for processing, I'm hoping this will be deposited to my account soon, by what they are telling me.

I have switched the complaint to the correct casino now.

Hi missymoon1,

I'm happy to hear that the case is moving. Please keep me informed about any further developments.

Thank you.

Dear missymoon1,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.