JackpotCity Casino - Player's withdrawal remains pending and account access denied.

Hello. My account is fully verified. I submitted a request to withdraw funds. The application was not considered for a long time. Later, I received a message that I needed to provide a statement of the bank card with which I made the deposit. I uploaded the extract in my personal account, as well as the one indicated in the letter. My bank statement has been accepted. But the funds were never transferred to my bank card. The site's support service simply does not respond to my emails. Also today I discovered that I can't log into my account.

Dear fernahaglobality,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackpotCity Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did the casino inform you about the reason why your account was blocked?
• Was your explanation about the bank identification number accepted by casino support?

Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello. I registered my account on March 25th. Most likely my account was blocked a few days ago. I can only guess about the account being blocked. I can't enter the casino. When I try to reset my password I don't receive any emails. I played slot machines. The casino does not provide any information. Also, I still haven't received a response to all my support emails. My bank statement, as well as documents confirming my identity and address, were successfully accepted. I learned that all documents were successfully accepted and verified from the corresponding letters to my email address.

Yesterday the casino sent me this letter. They claim that the statement is not accepted because it does not indicate the card number from which the deposit was made. The statement clearly shows the last 4 digits of the card. They also asked for a photo of my document to confirm my identity (although I sent it immediately after registration and it was accepted). I sent a photo of my passport and the same bank statement to the email address provided. I think the casino is just looking for a reason not to pay out the funds.

Thanks for your messages.

Has the casino acknowledged the documents you submitted contain the necessary information?

Was the casino willing to process your withdrawal request?

I recently received this email.The casino behaves inappropriately. I have sent all the requested documents.

Thanks for the update.

There might be the issue of the document not being in the format the casino requires. Make sure to try again following the requirements regarding the format of the bank statement.

Let me know about the result. I apologize for the inconvenience.

Unfortunately, my bank does not have another type of bank statement. That's why I physically can't send anything else. What should I do in this case?

The casino cites the fact that the bank statement does not indicate the card number from which the deposit was made. The bank statement just indicates the last 4 digits of the card from which the deposit was made.

Dear fernahaglobality,

The casino on previous occasions expressed they won't be cooperative with us in resolving player's complaints.

Consequently, we can't proceed with the complaint going forward and the complaint will be closed as unresolved, which will negatively impact its rating.

I would recommend you go through the casino's dispute process if you still require assistance first.

It's outlined in the casino's terms and conditions: https://www.jackpotcitycasino.com/terms/ - section 10.14 COMPLAINTS AND DISPUTES

Please let me know whether the issue persists.

Dear fernahaglobality,

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.