JackpotCity Casino - Player's withdrawal process is delayed.

I have withdrawn from this casino many times in the past.Now I have waited 12 days and chat isnt working. My emails are returned and they dont have an active phone number.I just want my money Please.

Dear dnbwolfe22, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you made the last successful withdrawal? Have you accumulated your winnings with or without an active bonus?

Thank you in advance for your reply.

Best regards, 

Kristina

Dear dnbwolfe22,

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.

We’ve reopened this complaint at the request of dnbwolfe22. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please give us a brief update on the current situation this complaint is in and answer questions from my initial message?

I have sent the documents stating that in British Columbia there is official no registration process to go back to using your maiden name. You simply request it when you renew your drivers license. Therefore that is what I did. I cant get a marriage certificate as I am seperated or a divorce decree because we are not filing yet. I do not know what the issue is with them I contact them daily for an update and nobody ever gets back to me. They still allowed me to place deposits then closed my account. I do not understand their logic, the other casinos I belong to had no problem accepting my maiden name. They keep requesting documents for my name change but the documents do not exist in my province.

I forgot to add that a representative called me when I said something on chat that sent out an alert.While speaking to her she said my withdrawl was sent on the 15th of August and she would trace it and get back to me.That was on September 3rd and I am still in the dark.

I just spoke to someone on chat as It has been over a month sinse anyone has spoke to me and they closed my account. I told them I need that money as things are tough with losing everything to the fires they said someone will reach out to me soon. They have been saying that from august 17th to today. Nobody replies to 33 emails and over 100 chats. I dont understand as I sent the document I have attached to this respnce

Thank you very much, dnbwolfe22, for your reply. I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend that players contact the Licensing Authority directly and use this complaint as a reference. You can file an official complaint to Kahnawake-licensed Online Casinos through the following link http://www.gamingcommission.ca/faq.htm.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let me know when you file the official complaint. Thank you for your understanding.

Dear dnbwolfe22,

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.