The player from Chile encountered an 'unexpected error' when attempting to withdraw money from the casino for the past 5 days, despite having made a deposit without issues. The errors persisted across multiple devices, and the casino did not respond to emails. Tthe complaint was closed as 'unresolved,' because of their no-reaction approach which impacted the casino's overall rating, and the player was advised to contact the licensing authority and avoid JackpotCity Casino.
JackpotCity Casino - Player's withdrawal request is delayed.
Black points: 25
Amount: $74,000 CLP
JackpotCity Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
JackpotCity Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I have been trying to make a withdrawal for 5 days (I've attempted to a bank account and a Visa card) and an "unexpected error" keeps appearing. I had a deposit made previously without any issues. I've tried on different devices (phones and computer) and the same error still appears. They don't respond to emails.
Automatic translation:
Public
Public
1 month ago
Dear Macarenam,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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1 month ago
Translation
Hello Cristina!
I answer your questions:
- Yes, I have successfully made a withdrawal.
- Yes, I have passed verification, approved by the casino.
- I accumulated the winnings without a bonus, it was only from the deposit I made myself.
Thank you so much
Automatic translation:
Public
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1 month ago
Dear Macarenam,
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 casino's overall rating. 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. At this point, I can only recommend you contact the licensing authority and we suggest staying away from JackpotCity Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
