Jackpot City Casino - Вывод средств игроком из игры значительно задерживается.

I have been dealing with Jackpot City Casino for the last 6 weeks and they have not processed my refund of $2,180.00CAD. I have provided all of the information they have requested and they REFUSE to process my funds. They let me play while self excluded and have made this process extremely difficult. 

I've spoken with three different live agents that have been extremely unhelpful! Nikita (August 11th), Siphosethu (August 10th), Nazreen (August 9th). I've spoken with several before this as well but did not document their names. I have also sent close to 40 emails with no response.

Today I requested that the agent provide me with a Manager to speak to or the email address for the Gaming Commission and she refused and hung up on me. 

They have every single piece of my identity - which is very scary - and they are trying to scam me. This is unacceptable business practice. 

PLEASE NO ONE PLAY AT THIS CASINO!!!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AP2020,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you have experienced.

I would like to point out that we have received multiple complaints regarding this specific gambling establishment. Despite our previous attempts to contact the casino and resolve complaints, the casino has adopted a No Reaction Policy and generally does not respond to our attempts to mediate player disputes.

Nevertheless, I would like to understand the circumstances surrounding your self-exclusion and the requested refund more clearly.

Could you please clarify the following:

• Had you made any successful withdrawals from this casino before requesting self-exclusion?

• When did you request your self-exclusion, and did the casino initially confirm that your account had been successfully self-excluded?

• Do you currently still have access to your casino account, or has your access been completely restricted?

• Could you also please send me your original self-exclusion request and any communication with the casino regarding the self-exclusion and subsequent refund?

Thank you very much in advance for your cooperation and reply.

Best regards,

Karla M.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AP2020,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla