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Public Complaint – JackpotCity

Casino: JackpotCity

Username: genlal06

Amount in dispute: $9,500 CAD

Date of withdrawal request: January 1, 2026

Status: Payment refused

I made a withdrawal request for an amount of $9,500 CAD on January 1, 2026 from my JackpotCity account (username: genlal06).

To date, payment of this winnings has been refused or blocked, without any clear, detailed written justification based on the terms and conditions being provided to me.

I confirm that my account is compliant, that the applicable terms and conditions have been met, and that the required documents have been provided or made available. No specific contractual breach has been demonstrated to justify this payment refusal.

Steps have been taken with the relevant authorities, and this public complaint aims to obtain a fair and transparent resolution.

I ask:

The payment of the winnings of $9,500 CAD,

Plainte publique – JackpotCity

Casino : JackpotCity

Nom d’utilisateur : genlal06

Montant en litige : 9 500 $ CAD

Date de la demande de retrait : 1er janvier 2026

Statut : Refus de paiement

J’ai effectué une demande de retrait d’un montant de 9 500 $ CAD le 1er janvier 2026 sur mon compte JackpotCity (nom d’utilisateur : genlal06).

À ce jour, le paiement de ce gain a été refusé ou bloqué, sans qu’une justification écrite claire, détaillée et fondée sur les conditions générales ne me soit fournie.

Je confirme que mon compte est conforme, que les conditions applicables ont été respectées et que les documents requis ont été fournis ou rendus disponibles. Aucun manquement contractuel précis ne m’a été démontré pour justifier ce refus de paiement.

Des démarches ont été entreprises auprès des instances compétentes, et cette plainte publique vise à obtenir une résolution équitable et transparente.

Je demande :

Le paiement du gain de 9 500 $ CAD,

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification at this casino?
• What types of games did you play to accumulate your winnings?
• Did you play with or without a bonus?
• What explanation did you receive from the casino customer support regarding the rejection of your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I made a wirhdrawal before

Noo bouses

I played américain Gold 2X 3X

CASHINGO REWARDS

AND OTHERS

YES My vérification was ok untkl i sent my prooof of identité and explain my change of adress etc...thanks

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. 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.

Regrettably, it seems to be a common practice of JackpotCity Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. I wish I could be of more help. The casino can reopen this complaint anytime.

To pursue the issue further, we recommend completing the casino's dispute process that is outlined in the casino's terms and conditions, point 10.14 COMPLAINTS AND DISPUTES

https://www.jackpotcitycasino.com/terms/

When filing a complaint with an ADR service or directly with the regulator, the following resources might be useful:

https://casino.guru/guide/submitting-complaints-to-regulators

Best regards

Veronika