JackpotCity Casino - La solicitud de retiro del jugador se ha retrasado.

I am very upset with this casino. Last week, I won 89,000 Chilean pesos with a deposit I made. It's a new account and it was my second deposit, and the truth is that I won money and requested a withdrawal. It displayed "withdrawal request pending" for four days, and then that message disappeared and I couldn't see the money anywhere! I checked my account to see if the money was there, and nothing. I went back to the casino and looked for "live chat" and it's a stupid bot that just says there are no withdrawals available and disconnects from the conversation. I feel cheated! I sent all the requested documentation, but the money disappeared. Do not place bets at this casino!

Estoy muy molesto con este casino .. la semana pasada me gané 89.000 pesos chilenos con un deposito que hice.. es una cuenta nueva y era mi segundo deposito y la verdad es que gané dinero y realicé la solicitud de retiro. Y me Salía "solicitud pendiente de retiro" y a los cuatro días ya no salía ese mensaje ni se veía el dinero por ningún lado !! Busqué en mi cta para ver si estaba el dinero y nada.. volví al casino y Busqué "chat en línea " y es un estúpido robot que solo dice;no hay ningún retiro disponible y se desconecta de la conversación.. Me siento estafado!! mandé toda la documentación solicitada pero el dinero desapareció.. no hagan apuestas en este casino!

Hello carlosvaldesmorales,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JackpotCity Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, on October 17th I won the money... and I realized that my account was not verified, so the first thing I did was send my documents, my ID card and proof of address... apart from verifying my email and my contact number... in other words, I sent everything... then I made the withdrawal request "with money that I deposited" and it showed a message that said pending withdrawal request. About 4 days passed and it continued like that until the fifth day, neither the amount that I won nor the pending message appeared... nor the deposit...

Every day I log into the jackpotcity chat and the only thing it says is that there are no pending withdrawals... I sent an email and there is still no response.

Hola el día 17 de octubre gané el dinero.. y me di cuenta que no tenia verificada mi cta , entonces lo primero que hice fue mandar mis doc mi cédula de identidad y un comprobante de dirección.. aparte verificar mi correo más mi num de contacto.. o sea mandé todo .. luego hice la solicitud de retiro "con dinero que yo deposité" y mostraba un mensaje que decía solicitud pendiente de retiro pasaron como 4 días y seguía así hasta que el quinto día no salía ni el monto el cual gané ni el mensaje de pendiente.. ni tampoco el deposito..

Todos los días me meto al chat de jackpotcity y lo único que dice es que no hay retiros pendiente.. envié correo y todavía no hay respuesta.

Dear carlosvaldesmorales,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Sadly, 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. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from JackpotCity Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime. 

Best regards,

Nick