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Jackpot City - Withholding winnings

Ruling

Found for the Player - Despite our repeated efforts to contact Jackpot City to discuss this issue we have received no response whatsoever from the operator.

Read our Jackpot City Casino Review.

Player's Complaint

I legitimately won €3,803.75 from a €400 deposit in which I received a €400 bonus on Jackpot City. I withdrew my funds and uploaded my documents inside my account. After chasing up my withdrawal on live chat on 5th September I was told my withdrawal was cancelled due to an ‘internal system issue’. The following day I was emailed and told that my account was closed ‘under management discretion’ and that my ‘funds will not be withdrawable’. This came completely out of the blue, I did nothing wrong, broke none of their terms and I sent the requested documents in good time.

I asked for an explanation and was just told my account was closed under management decision and that I should refer to 10.17 of their terms and conditions. They literally covered every eventuality under this term. Except I haven’t broken any of them. This is absolutely absurd that they would accuse me of breaking such a term and not to tell me which one I have supposedly broken.

Read the casino review

6 Responses

User icon
thepogg
October 10, 2022

Hi Frozenmaid- welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
Frozenmaid
October 11, 2022

Ok I appreciate you trying for me. Will you also contact the Malta Gaming Authority on my behalf? I wish I had checked on your site before I had singed up and played with them. This has caused me a lot of stress.

Thanks again and good luck.

User icon
Frozenmaid
October 27, 2022

Hi there,

I just wondered if you have made any progress with my

case?

User icon
thepogg
November 5, 2022

Hi Frozenmaid,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

User icon
Frozenmaid
November 18, 2022

Hi Pogg,

They really are scam artists aren't they. Can you advise me on what else I can do please

User icon
thepogg
November 18, 2022

Hi Frozenmaid,

You should look to contact their ADR eCOGRA.

Thanks,

ThePOGG

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Agreement

Frozenmaid consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Jackpot City
  • Malta Gaming Authority
  • Bayton Limited

October 10, 2022

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