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Jackpot City Casino - Locked my account to avoid paying my winnings without any further justification

UNRESOLVED
PriemgaNZ Serbia
posted on February 13, 2018.

I was member of Jackpot city casino since October of 2017 and on 22/1/18 i made my last deposit and claimed my daily 100% offer the casino emailed me.I made my 150euro deposit and won 5003 euro after playing a couple of video slots.the same day i asked to withdraw some of my winnings.
On 23/1/18 i received an email from the casino asking for an identification document and for a utility bill not older than 3 months.The same day and without any delay i sent them my passport and my bank statement to verify my account and not to delay the casino procedures.On 24/1 the casino support emailed me that all my documents approved and that my account was verified.also they told that all i have to do is to wait for my payment which will need 24-48 hours to be released and reach my account.
On 30/1/18 and as my withdrawal delayed i tried to contact them and ask them to inform me.It was a great surprise for me to find out that i couldn't log in my account.I used live chat to find out what happened.They told me that my account has been permanently locked as per managements discretion.They told me that my account is blocked,that my winnings confiscated and that i am not allowed to play at their casino anymore.When i asked for which reason and what happened they told me that this is managements decision without providing any excuse or explanation why they blocked my account.I told them that my documents approved and that my account was verified according to the email they sent me on 24/1 and they replied me that the same day they blocked my account.The same day my account was verified after my documents were approved and the same day i was blocked!!!!
On 30/1/18 i sent an email to the address i sent my documents to asking to inform me with details and explain me who and for which reason made this decision but unfortunately till now i never had a reply.As you can imagine i am frustrated and totally disappointed from the casino's behavior.I can imagine that they did this in order not to pay my winnings.No explanation for this,no excuse and without any details for this decision.They let the players deposit their money and if someone wins they block the account by just saying managements discretion without any explanation or excuse so as not to pay which of course is an unfair behavior and against the casino's terms and conditions.Hope that someone from the casino will reply and provide details regarding my account and my winnings.Also i hope that someone from the casino will inform me why my account was fully verified and blocked the same day.

AskGamblers
posted on February 27, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

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