The player from Chile had won 89,000 Chilean pesos but faced issues with a withdrawal request that remained pending for four days before disappearing without any funds appearing in her account. Communication with the casino's live chat proved ineffective, and she felt cheated despite having submitted all necessary documentation. The Complaints Team had attempted to resolve the issue by reaching out to the casino for clarification and assistance, but the casino had refused to cooperate due to strict GDPR regulations. Consequently, the complaint was closed as unresolved, and the player was advised to avoid JackpotCity Casino.
JackpotCity Casino - Player’s withdrawal request has been delayed.
Black points: 25
Amount: $89,000 CLP
JackpotCity Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 days ago
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Public
1 week ago
Translation
I am very upset with this casino. Last week, I won 89,000 Chilean pesos with a deposit I made. It's a new account and it was my second deposit, and the truth is that I won money and requested a withdrawal. It displayed "withdrawal request pending" for four days, and then that message disappeared and I couldn't see the money anywhere! I checked my account to see if the money was there, and nothing. I went back to the casino and looked for "live chat" and it's a stupid bot that just says there are no withdrawals available and disconnects from the conversation. I feel cheated! I sent all the requested documentation, but the money disappeared. Do not place bets at this casino!
Automatic translation:
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1 week ago
Hello carlosvaldesmorales,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JackpotCity Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 week ago
Translation
Hello, on October 17th I won the money... and I realized that my account was not verified, so the first thing I did was send my documents, my ID card and proof of address... apart from verifying my email and my contact number... in other words, I sent everything... then I made the withdrawal request "with money that I deposited" and it showed a message that said pending withdrawal request. About 4 days passed and it continued like that until the fifth day, neither the amount that I won nor the pending message appeared... nor the deposit...
Every day I log into the jackpotcity chat and the only thing it says is that there are no pending withdrawals... I sent an email and there is still no response.
Automatic translation:
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3 days ago
Dear carlosvaldesmorales,
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.
Best regards,
Nick
