KYC utility bill issue and no payment

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.

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

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.

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?

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.

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.