Jackpot City - Missing Refund

Ruling

Found for the Player - As has become standard for this group of operators, Jackpot City have failed to respond to our efforts to discuss this issue with them.

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Player's Complaint

Good Day:

The attachments I would like to send you will construct a history of e-mails between myself and Customer Support for Bayton (Jackpot City Casino). They are in chronological order and are hi-lighted for your convenience.

I have been attempting to get back $2,240 CDN since mid December 2017. In the e-mails, you will notice that they claim (14Dec17)they could not refund to my MasterCard and requested my bank account information. They claim (2Mar18) that the refund took place on 18Dec17.I supplied banking and credit card statements proving the funds were never received.

On 18Jun18 they claim that my MasterCard was refunded. On 27Jun18 they claim they were having difficulty paying back to my MasterCard.

On 27Aug18 they state they cannot locate a withdrawal on my account.

On 4Sep18 they requested additional Bank Statements.

On 17Sep18 they state that a refund was made on 11Sep18.

On that same day they state that a deposit was made to my bank account on 12Sep18.

On 24Sep18 they claim they have feedback from my bank that the refund/withdrawal was successful. They have ignored repeated requests to provide me with a receipt of the transactions they claim to have made or with any sort of correspondence from my bank they claim to have received. I have sent through both my MasterCard and bank statements to them on repeated occassions proving that no refund was ever received in either of my accounts.

I hope you will see from the e-mails I have attached that their Support and Operations Teams are at best disfunctional given the conflicting statements and dates throughout this entire ordeal.

For my own security, I have not included my bank or credit card statements in this e-mail at this time, but will be happy to do so should you require them.

I would sincerely appreciate any help you can provide in getting this matter settled and resolved.

Yours truly,

[EDIT]

Username: [EDIT]

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