Complaint #68 Jackpot City Casino

Confiscated 28,691 SEK withdrawal without any justification

By edvard d.

8 years ago

on the 3rd of december 2017 i managed to win 28691 SEK or 3000euros after completing the wagering requirements by carefully following all the terms and conditions. After making a withdrawal i got an email saying withdrawal was in process (attached image). Now one month later nothing has come into my bank account so i spoke with the chat (look pictures chat 1-5) in swedish where they told me that my winnings werent gonna be paid out because i broke the terms, when i asked him how i broke them he told me they couldnt say why and when i asked if i could email someone who knew he said that noone can tell me why its just how it is. My account got locked and i can unlock it by submitting verifications but i could not get my money i won back.

I have done nothing wrong following the terms and i won this money by playing all fair and they cant even give me a reason why they would steal my money?

Disputed Casino Jackpot City Casino

Reason Declined payment

Amount kr28691

Discussion

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Jackpot City Casino Complaint Stats

Resolved 16 / 88

Avg. Amount $5,998

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Jackpot City Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 63 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Jackpot City Casino Complaints

See all complaints for this casino

Jackpot city casino holding my withdrawal for a month now

I have been waiting for my withdrawal since 18 August 2026

I have verified my account and I have spoken to an agent who said the reason is the operation team needs to update my profile on the casino as verified. But it says I am verified. I have reached out multiple times by email for an explanation on why they are not withdrawing my funds and I have had no response from them. Jackpot city team has yet to answer me or pay me out.

Unresolved

$2,100

KYC utility bill issue and no payment

Dear ask gamblers, I will do my best to explain why Im filing this complain. I decided one evening to try JackpotCity while sitting at the hospital. I had won a large amount of money so I decided to cash out some of the funds. On August 6th 900.00 was put into my account and on August 10th in 4 different different deposits totaling as a whole the sum of 600.00 was put into my account. I had funds left so I played a bit more and won a few games and my total came in at 2100.00. I left the fu as in there and the following day in my casino account the total was wiped out and the casino requested address information. One request was a utility bill. Our utility bill is in my husband's name so I wrote a letter to them to explain that and all I got was an automated response just like the original requesting proof of identity and address. My proof of identity had no issues. I had no problem sending insurance papers, taxes and bank statements but again no response. I uploaded, drivers license, tax bill. Today, I went on Jackpot city account and looks like my info was deleted.

Im confused as to how they can deposit a total of 1500.00 without any verification but won't release my 2100.00 Im hoping you can resolve this issue as my husband just passed on Sept 1 2026 and I need these funds. Ill upload the info I have.

Unresolved

$2,100

Jackpot Cit pending withdrawal

Pending withdrawal for over a month. Have emailed multiple times from the correct email address with no response other than the generic “ we are experiencing a high volume of emails “

My account has all documents confirmed and no issues on that end.

Feeling extremely frustrated and feel lucky that it’s just $100. I would be devastated if it was more money that they were holding onto but the customer service and withdrawal has been one of the most frustrating out of all the gambling sites I have used.

Still waiting for my withdrawal and some sort of communication.

Unresolved

$100

JackPot City Casino - Still waiting for a withdrawal request from June 25th

I have called requesting funds after my account has been verified.

There was always an excuse as to why the funds were not transferred.

It is July 20, and I am still waiting for a withdrawal request from June 25.

There was zero communication regarding documents, so I always had to call regarding the delay, and absolutely the worst payout times I have ever encountered

Unresolved

Delayed withdrawal payment

I am submitting this complaint because my withdrawal payments have been delayed for an unreasonable amount of time.

* Casino: Jackpot City
* Withdrawal Amount: CAD $12,100
* Withdrawal Date: June 15, 2026
* Payment Methods: Interac e-Transfer and eCheque

My account has been fully verified, and I have already provided all requested documents. What is especially concerning is that withdrawals I made after June 15 were processed and paid successfully within a few days, while the June 15 withdrawals remain unpaid.

I have contacted Jackpot City support multiple times by phone. Each time I receive the same response that my payment is “being processed by the payment partner” and that I should wait another 24–48 hours. I have now been given the same explanation repeatedly without any meaningful progress.

I respectfully request that Jackpot City:

1. Release my outstanding CAD $12,100 immediately, or
2. Provide a valid payment trace/reference number proving that the funds have actually been sent.

I have acted in good faith, completed all verification requirements, and have waited patiently for an extended period. I am asking AskGamblers to assist in resolving this matter, as I have been unable to obtain a clear resolution directly from the casino.

I can provide screenshots of my withdrawals, account verification, and all communication with Jackpot City as supporting evidence.

Thank you for your assistance

Unresolved

$12,100

Delayed withheld withdrawal

On June 10, 2026, I made two withdrawal requests. The first for $400 was processed and received the same day. The second for $1,450, made the same day, has still not been paid out as of June 22, 2026 — 12 days later.

I have contacted customer support approximately 7 times by phone. Every single time I am told the same thing: that my case has been “escalated to the payments team” and that I should wait another 5-7 business days. That response has been given to me repeatedly with no resolution and no change in status.

The fact that my $400 withdrawal cleared immediately on the same day proves my account is verified and in good standing. There is no legitimate reason for the $1,450 to be withheld this long.

I have also seen multiple other players on forums reporting the exact same experience with JackpotCity — the same scripted “escalated to payments team” response, the same endless delays. This appears to be a pattern of behavior by this operator.

I am requesting that AskGamblers intervene and require JackpotCity Casino to release my funds immediately. I have been more than patient and have given them every opportunity to resolve this on their own.

Unresolved

$1,450

MISLEADING information

Hi, I played on the site Jackpot city, and won $700. I made the withdrawal on the 22nd April jackpot said my funds had been released on the 24th April to my bank account. I waited few days for the funds to show in my account which have not and still have not shown.

I was provided with a UBR/reference number, however my bank has been unable to locate or trace any incoming transaction connected to this payment. This has caused me significant concern and inconvenience.

On the 8th they requested I send through a bank statement which I provided showing the funds did not show in my account. Multiple agents had told me the payment was processed and another agent told me funds were sitting with the payment team and he was going to escalate and get them to release the funds.

He also advised I send an email to them regarding the situation so I did. I requested them to check the email and they said they hadn't received any information from me or documents to support the matter. And that the funds had been processed every time I've contacted support they kept saying they've escalated the situation and you'll hear back from the team in 24-48 hours. It's been 7 days and no one has contacted me. I asked if there could be any reason why the funds aren't being released. They said no they couldn't see anything and that the funds have been released.

I said if the funds had been released, could you provide me with a transaction number or MT103? They said they were unable to provide me with that information and just sent a UBR but my bank wasn't able to trace this.

This morning 15th May I contacted support again and same story the funds have been paid into my account on the 24th it's become frustrating and misleading now it's been well. Over three weeks since I've received my winnings and I feel like it hasn't been escalated or anything is being done about my matter. Are you able to help in any way?

Unresolved

$700

Withdrawal delay 1700 CAD

I made a withdrawal on Jackpot City on March 24. It usually qualifies for express withdrawal, which should be credited within the hour (via Interac). But after a few days, there was no sign of the funds ($700). I contacted them, and they said it is being reviewed. And it will take up to 48 hours.

It’s been more than a week, and when I contacted them again, I was told that it is still being reviewed with no additional information about the reasons for the delay. I had since attempted another withdrawal of $1000, and it also had the same issue.

Resolved

$1,700

Can't withdraw after trying everything possible

Have tried to withdraw after the third time of sending verification documents thru I am verified but when I go to withdraw I keep getting the same message please verify thru support I keep getting asked to do the same trouble shooting like use the app use a different device nothing has worked and now I'm not getting replies back via email seam like nobody want to help with the issue

Unresolved

I have withdrawn from them before with no issues that is why I play there

On December 29th my request of a $500 withdrawal was approved and support to been sent via etransfers.

The reference number is 16755_58516255. I've made several attempts to reach them only to get a bot response saying nothing about withdrawal just offering help on gambling addiction. I realize it takes time but this is slower than snail mail.

I have withdrawn from them before with no issues that is why I play there. My account is fully verified as it said so in my messages on that site. I would appreciate any help you could give me I feel it would have been resolved if I could have gotten to a real person instead of ai.

Thanks for any help you can give me.

Unresolved

$500