Casino Complaint JackpotCityCasino verification and deposit issues culminating in account closure

tokingit

Newbie member
PABnononaccred
Joined
Aug 12, 2020
Location
Bkk
So I’ve had without a doubt my worst online casino experience with Jackpotcity.
Initially their matching deposit bonuses and free spins they give are very generous but something too good is always there to mask other issues that lie beneath.

it all started when they started asking for verification documents,
which I have no issues giving, because I have all these things saved on my phone, and so it’s literally 2 -3 touches of my screen... they also promise 20 free spins if you complete verification. No biggy right? Or so I thought
Skip 3-5 months to the present I get a big notice on my hud saying I have 30 days left to upload my documents otherwise they will close account.
Bit annoyed since I’ve already uploaded months ago but still really wanting those 20 free spins I reupload.
Few days go by and the countdown on my hud is still ticking down, so I get in touch with the live chat.
They say I need to upload correct documents.
I reupload the same documents and ask the live chat to have a look over it and they seem satisfied so I thought should be finished.

Skip a few weeks forward,
I deposit using a new payment method they have introduced it’s payQR - (so easy to use in my country) only to have it end with a failed deposit. Upon checking my bank account I can see it’s taken the money out though.
So I’m informed by live chat to wait 24-48 hours and then start a trace deposit request .
I immediately start a trace request because who’s going to wait 48 hours .
Within a few hours I get a email from them saying they will get back to me in 24 hours with the result of the trace request.
24 hours later I hop on live chat to get status of the trace that they emailed me saying they would have a result by now,
only to be told to wait another 24 hours,
and then another 24hours later being told to wait some more .
So being quite frustrated being given the runaround I convey my frustrations to the live chat who now ‘escalate’(big word does nothing) the issue.
So 5days since I first requested the trace which is still not complete,
I get a hankering for a bit of a slap on pokies so I decide do a small deposit this time by bank transfer (as payQR from this website in my experience isn’t to be trusted to succeed)
when bam deposit failed again and sure enough they have taken the money from my bank account.
Now I’m pretty irate at that particular moment having to start another trace deposit request while another one hasn’t even completed yet,
I also receive a email at that very moment telling me the verification documents were not satisfactory to them and that they tried calling me but my number isn’t connected (which is complete bs because I’m on my phone 24 hours a day literally and if we are in contact here on email why are you calling me makes no sense)
and I would need to send the correct documents even though I had their own rep look it over before sending it,
now Im pretty fuming right that moment so I get on the live chat and demand that they fix the deposit issue or I will claim a scam or something and get my bank to retrieve it.
Anyway I felt I needed to cool down so I got off and went away for 24 hours and Apparently they didn’t like what I had said last time because next time I tried to logon I couldn’t anymore and upon speaking to good old live chat was informed they had closed my account due to ‘concerning statements’ i had made.
I’m now 6 days waiting for them to return my first trace deposit request when they said 24 hours , they have also closed my account so I can’t login due to ‘concerning statements’ and I also have the second failed deposit but took my money request to lodge.
Honestly at every turn I’ve had changed to chase them on every single issue and if I do what they want and just sit and wait I will just never get my money back or account closed because verification documents weren’t in line.
Oh and they got back to me today saying my verification docs are approved and uploaded the very same document I uploaded months ago just had to reupload 6 times and just in time for my account closure too. Great work there jackpotcity
 
Last edited:

tokingit

Newbie member
PABnononaccred
Joined
Aug 12, 2020
Location
Bkk
sometimes I just go on the live chat and keep re-asking the same questions over n over again because I think they must enjoy it or something otherwise they wouldn’t give me the opportunity to ask it in the first place.
and it’s only fair since they are wasting my time, I’m at least entitled to a waste a bit of theirs.
 

tokingit

Newbie member
PABnononaccred
Joined
Aug 12, 2020
Location
Bkk
Update

just checked with the live chat yesterday they informed me that they sent me the funds and it should be in my account already.
Upon checking nada ... still mucking around.
Told the live chat it wasn’t in yet,
Also asked if they could provide a transfer or deposit receipt so I could chase it with my bank, they couldn’t provide said they will refer it back and to give it yep 24 hours
So I did and 24 hours later I’m back on live chat.
Now the status apparently has changed from ‘Escalated’ to ‘Crested’
This is a bloody CRaP casino I tell ya
Said they paid now it’s back under more investigation.
StAy AwAy you don’t want this headache
And this is just for a refund , imagine if I had won christ
 

tokingit

Newbie member
PABnononaccred
Joined
Aug 12, 2020
Location
Bkk
It’s been 13 days since I lodged the refund request they have yet to return my money.
They claimed they sent it upon confirming that I had not receive it they put it back as under investigation status.

They have also since closed my account forcibly.

Found some pretty predatory terms and condition specifically section 1.4.2 and 1.4.2.1 that effects people with their account closed by them as in my situation~


1.4.1 If we deregister, exclude or suspend you from the Casino you have the right to file a complaint with the following entities:

  • Ecogra
  • Kahnawake Gaming Commission (hereinafter referred to as “our regulating body”) (Canadian players only)
1.4.2 If you do not file a complaint with our regulating body within thirty (30) days of the date on which you were deregistered, excluded or suspended from the Casino, we shall have the right to:

1.4.2.1 withhold payment to you of any contested funds whether such contested funds are, refunds, bonuses, free monies, Casino credits, payouts or the like;’

So I got on to that and filea complaint with the regulating body.
That should leave them with no legs to stand on.
I’ll keep you all posted.

by the way isn’t there a jackpot city or the palace group rep on these boards or am I in the wrong section or something???
 

hadder

Newbie member
Joined
Feb 2, 2021
Location
canada
It’s been 13 days since I lodged the refund request they have yet to return my money.
They claimed they sent it upon confirming that I had not receive it they put it back as under investigation status.

They have also since closed my account forcibly.

Found some pretty predatory terms and condition specifically section 1.4.2 and 1.4.2.1 that effects people with their account closed by them as in my situation~


1.4.1 If we deregister, exclude or suspend you from the Casino you have the right to file a complaint with the following entities:

  • Ecogra
  • Kahnawake Gaming Commission (hereinafter referred to as “our regulating body”) (Canadian players only)
1.4.2 If you do not file a complaint with our regulating body within thirty (30) days of the date on which you were deregistered, excluded or suspended from the Casino, we shall have the right to:

1.4.2.1 withhold payment to you of any contested funds whether such contested funds are, refunds, bonuses, free monies, Casino credits, payouts or the like;’

So I got on to that and filea complaint with the regulating body.
That should leave them with no legs to stand on.
I’ll keep you all posted.

by the way isn’t there a jackpot city or the palace group rep on these boards or am I in the wrong section or something???

What was your outcome? As I’m dealing with a similar situation with jackpot casino? They haven’t paid me my winning and I keep getting the run around after almost 2 weeks
 
Top