JackpotCity Casino - Player's withdrawal is delayed due to account verification issues.

Hello my name is Amanda O. I am from Alberta Canada. I’ve recently been playing at jackpot city for about a year and half. I know I’ll never see my $200 withdrawal as I had used a friends card to deposit into the casino only one time. I just want to explain my situation and how wrong this Casio is and hopefully someone hears me. In March of 2024 nine months ago after using the casino for months before, I guess I should have read the agreements I had used my friends visa debit to deposit $20 into the casino only the one time, I had won $400 and successfully withdrew the $400 about 4 days later. I had continued playing and depositing with my bank account registered in my name for the next 9 month up until our current date, not winning another cent or withdrawing anything spending a little over $1200. About a 3 weeks ago I had won $200 off free spins I put in a withdrawal request and they have asked me to verify the card I had used 9 months prior to the withdrawal that I’m having trouble with now. This is where my situation gets very touchy. My friend that I used his visa debit I’ve known my whole life passed away in a car accident about just over 3 months ago, and they had asked me to verify that card. Which I guess is in there right to do so, but don’t you think the casino should be at fault after they had taken the money and even payed me out without verifying the card I had used then in march when they paid me out the $400. Why ask me now 9 months later when there is no way I can verify the card because my friend Jason is not here anymore. Don’t you think that these casino should specify more, not in the fine print but like on there casino walls that there are no third party depositing. Of course they don’t because they will generously take the money that we work hard for but when it comes to paying look for all the reasons to not pay. I know $200 is not allot to them but I needed that money because I’m just a women with a teenage son who made a mistake deposting once with my best friends card. It doesn’t sit well with me and I think it’s wrong and the casino should be held accountable for making the mistake of not verifying the card I had used then and we wouldn’t be having this conversation now. I get it’s in there agreements that you can’t use third party accounts. But shouldn’t it also be in there payment agreements that if there at fault and don’t verify the account when I was making her $400 withdrawal in march but now when I’m trying to withdrawal 3 weeks ago they ask. Its sloppy and I shouldn’t be punished for there negligence. They should not have excepted the deposit in the first place. But I hope this finds someone who can do something for me, and if not me maybe make a change in these casinos agreements. I know I’m just one voice and this won’t even make a dent in these big casinos. Where just the gamblers who they take advantage of maybe someone can post this and really make a change thankyou very much and you can email me anytime you would like at [email address hidden by Casino Guru] 

Dear Amandadanille, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

1.1.17 If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account may be suspended. Where an account is suspended, You should contact Player Services for details of our verification process. Any withdrawals that are made by bank wire or cheque will only be payable to the name used when registering with the site and if a debit or credit card has been used to deposit funds the name must correspond to the name registered on the card.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

Dear Amandadanille,

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.

Hello sorry I just thought there was nothing that can be done for me. If it means anything I am not lying about using my frieinds credit card to deposit but I am the actual person that uses the account and I can verify that. And yes absolutely I think I should still get my $200 withdraw because it has no reflection on using that card from 9 months ago. It’s unfair to pay me the $400 before but now I think because it was won off a bonus they want to look for every reason to not pay it out. I have deposited thousands of dollars into the account and when it comes time for me to get my money I can’t have it because I made a mistake. If my friend Jason was still alive I would get proof of the transaction and he would prove he is. I don’t understand I know $200 is not allot to them. But I need that money really badly depending on it even. But it is what it is. I never want to play with jackpotcity again. I get I breached the terms, but they should have terms to and not ask me to verify a card I used 10 and a half months ago. That should be all kinds of wrong as well. There should be a statue of limitations or something. They know damn well I cannot verify that card even if my friend was still alive I wouldn’t be able to find that transaction. They make exceptions for people with joint bank accounts. They should make an exception in this regard, but they’ve already closed my account so I don’t know. I’m beating a dead horse.

I understand how disappointing this situation must be for you. However, it’s important to note that the casino is within its rights to request verification of all payment methods used for deposits, even if up to 10 months have passed. In cases of joint accounts, the verification process may be slightly different because the player is one of the account holders. However, even joint accounts can sometimes face significant challenges during the verification process.

Ideally, players should always deposit using payment methods solely owned by them. This is a crucial security measure taken by online casinos to ensure that deposits are legitimate and to prevent potential misuse or fraud. Depositing with a payment method that belongs to someone else—such as a friend's card—poses serious verification issues and is not allowed, as it goes against standard responsible gambling practices.

Unfortunately, in this case, there is nothing more we can do to assist you. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.