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Hi AFOdark - welcome back!

Please quote the operator's response to you about this matter.

Thanks,

ThePOGG

They said to me that, because I cashed it out & then made a deposit it was forfietted.

However, I cashed out the $13,000+ ,reversed it all,but never gor my $5000+, so I cashed it out again $8100+ thinking there was a tech issue and it would correct itself & , so not wanting to mess arpund with it, I thought it was a safer thing to to to rebuy and leave my withdrawal alone

Hi AFOdark,

Please <strong>QUOTE</strong> the operator's response to you about this matter.

Thanks,

ThePOGG

Hi AFOdark,

We're not asking you to describe what you were told. Please copy and paste the communication.

Thanks,

ThePOGG

[EDIT]
8:34
Hi there, I’m [EDIT]. Welcome to customer support. To answer your query as quickly as I can, please send me your email address and let me know how I can help you.
8:34
Hello
[EDIT]
[EDIT]
8:35
Hi there! I hope you are doing well. How may I assist you today?
8:35
I was playing, and was up over $13,000, I cashed it out and lost $5000+ because it was "bonus funds" so my withdrawal was $8100
I reversed it ALL back into my account to continue to play and the "bonus" of $5000+ did not go back into my account
I figured there was a glitch in the system, so I withdrew it again, left it in my account to process and deposted $300 because I wanted to play, thinking that my $5000 would be resent back into my account, which it was not
[EDIT]
8:37
I will be more than happy to look into this for you!
Please confirm which casino this is regarding?
8:37
I waited till my withdrawal hit my bank to see if maybe it would go back into my account, which it did not
jackpotcity
[EDIT]
8:38
Thanks!
To help you, I’ll need to confirm some security questions with you. Your answers need to match the information on your account – only your first answer will be accepted. The questions need to be answered correctly for me to help you.
Could you please confirm the last 4 digits of one of your registered cards?
8:39
I should have over $5000 in my account and it still hasnt showed up
6097
[EDIT]
8:40
Thank you, [EDIT]!
Please allow me a moment to look into your query. :)
8:40
Youre welcome
no problem
[EDIT]
8:41
[EDIT], I see what happened
You withdrew before reaching your playthrough requirements.
therefore you forfeited the bonus balance.
8:42
right.... but, if you reverse the entire withdrawal it ALL goes back into your account, and I reversed it all
and should have recieved my bonus funds back too
Therefor, my bonus funds should have went back into my account to be used which they didnt
[EDIT]
8:43
When you made a withdrawal, you can only withdraw cash and forfeit the bonus. So your cash was about 8000 and bonus about 5000. So then you reversed the 8000 and the system credited the 5000 because between the time you withdraw and reversed back, you did not play or deposit.
but then you went ahead and withdraw the 8000 again and made a deposit of $300 and played before reversing the 8000 again.
The system will not recredit the bonus because of the deposit and play between it.
8:44
I didnt reverse the 8000 because the 5000 didnt go back like it was suppose to
thats why I deposited to play because I didnt get my 5000 back, and didnt want to mess it up, figured it was a glitch that would fix
[EDIT]
8:45
I do apologize, but there is nothing we can do about this, [EDIT].
8:45
So this is the way youse rip players off?
thats NOT right, your system was suppose to credit my account back the 5000 and it didnt, so I deposited again
[EDIT]
8:47
We are not ripping anyone off, [EDIT]
8:47
therefor youse owe me my 5000, its NOT my fault your system didnt credit my account the 5000 when I reversed it like it was suppose to "as per your terms and conditions" it clearly states if you withdrawal whilst having bonus funds you lose the bonus funds, but if if you reverse it ALL,. the bonus funds will be returned
[EDIT]
8:47
I have explained to you why this happened, [EDIT].
The system will not recredit the bonus because of the deposit and play between it.
8:48
When I reversed the ENTIRE amount, I should have got my $5000 credited back INSTANTLY, and I did NOT, that is why I withdrew it again, left it ALONE and deposited to play
therefor youse owe me $5000 in bonus funds still to play with
Operator Typing
Type Here...

Hi AFOdark,

Unfortunately there is nothing we can do to help you in this situation. If you withdraw before meeting the wagering conditions that are associated with any bonus you have claimed, it is absolutely normal for the bonus contract to be considered void and any play associated with the bonus to consequently be voided. Reversing the withdrawal does not change this dynamic. If the operator are willing to re-credit the bonus associated funds, that's a goodwill gesture on the part of the operator and not something we could force an operator to do.

All we can suggest is checking with user support to confirm your wagering requirements are completed before placing withdrawals in future.

Sorry we could not be of more help.

ThePOGG

I knew the $5000 was going to be lost if I withdrawal before wage requirements, but in their T&C it says if you withdrawal and lose your bonus, as long as you REVERSE the full withdrawal, your bonus funds will be recredit back to you. I reveres the entire amount as per the terms and conditions. Therefor the bonus was suppose to be credited back to my account which it was not. And thats in their T&C

Hi AFOdark,

Please quote the term in question.

Thanks,

ThePOGG

It states in jackpotcitys terms that if you withdrawal before making wage requirements you LOSE so much of the funds, HOWEVER if you reverse the entire withdrawal ALL your funds PLUS bonus will be credited back to you, which did NOT happen

Hi AFOdark,

Please quote the term you are referencing.

Thanks,

ThePOGG

I was just at the website and you can not pull up the bonus terms where it states "if you withdrawal" before meeting the requirements you lose the bonus funds, however if you reverse the entire amount the bonus funds will be reversed as well and put back into your account. The only way for me to get to that page is to buyin and accept another bonus, if you ask for their terms you will see it listed in them.

Hi AFOdark - welcome to ThePOGG.com!

Please read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> 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

Date – 21/01/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hello and thank you thePOGG, just a heads up, I am leaving for Europe on Feb 3rd 2023 and wont be returning until on or about Feb 20th, so if you post for me I wont be able to check it and respond. Please keep this in mind
Thank You


AFOdark

Hi AFOdark,

We will keep this in mind. Thanks.

ThePOGG

Hi AFOdark,

Unfortunately the operator have informed us that they will not discuss this complaint with our service.

All we can suggest at this is that you contact the operator's ADR eCOGRA. 

Sorry we could not be of more help!

ThePOGG

Of course they wont,they know the [EDIT] me out of thousands of dollars and just want it to 'dissapear' how do I contact the operator's ADR eCOGRA.

Thanks for all your help Thepogg!!

Hi AFOdark,

The operator's response had nothing directly to do with your claim, as the details of your case had not been passed to them. It was a generic response that they will not discuss complaints with our team.

You will easily locate the eCOGRA website if you do a Google search for their name.

Thanks,

ThePOGG

Jackpot City has informed us that they will not cooperate with this service to manage player complaints.

I was up to over $13,000, went and cashed it out "sprox $5300" was "bonus" funds which you cant cash out, allowing me to cash out $8100. IF you reverse the full amount, the bonus funds are reversed back into your account as well, in my case I did NOT get my bonus funds back, therefor thinking there was a glitch in the system, I cashed back out my $8100 to see if my bonus funds would be re added and they werent, so I bought back in for $300 to play NOT wanting touch the cashout in hopes that it would correct itself. I recieved my $8100 cashout today. I went to support to inquire about my $5300, they are telling me because I rebought in now I will not get my $5300. How is that fair if their system glitches I should NOT have to take a $5000  LOSS, what a scam!! I think they should put my $5000  back into my account, [EDIT]

Jackpot City - missing funds

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