Complaint #19 Jackpota Casino

Help me with KYC

By Colepet482

3 months ago

Was asked to verify for a withdrawal I submitted and accidently send a wrong file I immediately talked to customer service and told them my issue they had me refile correct verification and a whatsip which I did was told 48 hours it's been over a week and can't get any response back. Would like to be verified so I can withdraw and be done. All I get is a generic response from my downloads but no resolve.

Disputed Casino Jackpota Casino

Reason Verification issues

Amount $100

Discussion

Colepet482

3 months ago

I have had no resolution on this matter. Every time I contact support I'm told to wait 48 hours but then I am asked to send verification again saying it's invalid. All that I've sent had name and address like they have asked. I don't think my account is going to be fixed.

AskGamblers

• Support Team

3 months ago

Dear Jackpota Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Colepet482

3 months ago

I have sent multiple verifications with no outcome. Been told 48 for over a week now. Received email claiming account was cleared but was nor is still restricted. Any time I contact customer service they say they will escalate it but with no resolve. It's only 100 dollars. It should be that difficult. I've sent 3 different proof of addresses to the. A bank statement and credit card statement and a copy of my lease.

AskGamblers

• Support Team

3 months ago

Dear @Colepet482,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Jackpota Casino Complaint Stats

Resolved 3 / 13

Avg. Amount $5,198

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Jackpota Casino Complaints

See all complaints for this casino

Account Locked and No Response From Support or Compliance

Hello, I am submitting this complaint because my Jackpota.com account has been locked since November 18th, and I have not received any response or update from support or compliance despite multiple follow-up attempts. Below is a clear and factual timeline:

• November 18: My account unexpectedly locked. I opened the main verification ticket #357155 the same day.

• November 18–24: No response on ticket #357155 despite multiple follow-ups. I could not access my account or my funds during this period.

• November 22: Because there was still no communication from Jackpota, I opened a second ticket #359756 myself to request an update.

• Same day: Ticket #359756 was immediately closed by support without any reply or explanation.

• November 18–24: Tickets tied to my secondary email were also automatically closed without any replies, even when I responded.

• November 24 (today): My main ticket (#357155) is now marked “Urgent,” but there has still been zero communication from support or compliance.

• Today: I attempted a password reset successfully, but logging in still shows: “Your account is locked. Please contact support.” Because of this lock, I am unable to access my account or my funds.

I have attached screenshots that show:

– Ticket numbers and statuses

– All follow-up messages I sent

– Dates with no communication

– The login lockout message

– The timeline showing a lack of response

I want to be clear: I am not accusing Jackpota of wrongdoing. I am only providing documented facts. I have followed all guidelines, responded promptly, avoided unnecessary duplicate tickets, and waited several days for responses at each step.

Resolution Requested:

I respectfully request AskGamblers’ assistance in having Jackpota:

1. Review and unlock my account

2. Allow me to keep and continue using my account

3. Restore my access to my funds

I simply need communication from Jackpota regarding the status of the review and what steps, if any, are required from me. Thank you for your time.

Unresolved

Locked account and unpaid USD 4611 USD redemption

Casino: Jackpota
Account Verified: 02 Jul 2025 9:48am Pacific
Date of Redemption: 2025-07-02T14:30:22.017
Redemption Amount: $4611.3
Transaction ID: 221538

Hello AskGamblers,

02 Jul 2025 – My identity documents were approved and Jackpota confirmed my account via email as verified.

02 Jul 2025 – I deposited funds with accounts under my name, completed the required wagering, and submitted the above-listed redemption request. The request remained in “Pending” status.

02 Jul – 22 Jul 2025 – I made no further deposits, wagers, or withdrawal requests.

22 Jul 2025 – On attempting to log in I discovered my account had been locked. I immediately opened a support ticket via the Jackpota website.

22 Jul 2025 – Jackpota support replied by email confirming the account closure but gave no explanation or timeframe for investigation.

22 Jul & 23 Jul 2025 – I sent two follow-up emails requesting an update. Both remain unanswered. My account is still locked and the withdrawal has not been processed.

Player’s Request:
Approve and pay the full withdrawal of USD 4,611.30.

Thank you.

Unresolved

$4,611

AppleCare verification issue

I have won a large mount of money with jackpota. Slightly over 5100. They want me to verify my payment. It’s an Apple Card it has a digital number of 4024. It does not have a physical number at all. I have sent them my transaction with Apple showing the 4 digits. I have sent them a chat message with Apple saying that it does not have a physical number. I have told them even with my Apple statement it will not have the numbers that they want. I have chatted with several people Dorival Neto, Valeria Lukova and emails with Patricia and Agnes. They all are say the same thing even with the documents I have sent.
They have absolutely no problem taking a payment from Apple but when it comes to verification and redeeming it is horrible.

Sara Torbert

Resolved

$5,100

Need all the help I can because they’re trying to run from paying

Hi,
Long story but I’ll try to keep it short. I was playing Jackpota for a little bit and the redemptions were fast. Did my debit card verification for my debit card, address, alllll the proof you can do.
Finally hit it big! $17,000 and ended up trying to win more and spent $5,000 of that. Finally took my luck and tried to redeem. They are now saying they need verification of my purchases with my VIRTUAL CARD (Apple Pay) ending in 7592 by way of Bank Statements. Apple Pay does not offer bank statements so I sent them my Bank of America bank states showing proof of purchases. I have sent screenshots showing that 7592 is a virtual card connected to my debit card to hide my debit cards numbers etc for security purposes. Still no luck. Finally got to the point where we are arguing and they restricted my account completely so I can not log in or anything. Emails are non existent and they just keep copying and pasting the same rhetoric with no help. It seems very scammy and bogus now. I don’t understand the decline with this website but you win big and they don’t want to pay.
Only course of action I have is the legal route and disputing transactions so that it forces them to provide proof of purchase and that’s when I will say seeeee proof of purchase through my bank.

Need all the help I can because they’re trying to run from paying. I have pictures, conversations anything needed to prove my case.

Unresolved

$17,000

My 2800 sc redmption is still processing

I have reached multiple times about my redemption of 2800sc since the 7th of January nothing has happened. Been told multiple times the relevant is looking into it or the security is awaiting approval. I have submitted every thing they asked for. I am verified already. I have not broken any rules. I spent a good amount to get there too. I have been waiting almost 3 weeks now. Please Jackpota make things right.

Resolved

$2,800

Not honoring redemption

I won the community sweep major jackpot on 1/7 for $7800 I was approved through the verification process. Once I put my redemptions in they locked my account and wanted proof I was playing in state/country you are allowed to play in so I provided them the necessary information they needed to prove I was in fact in an eligible playing location (NY). Then they said it was still locked for a potential fraud issue or related account chargeback issue. I’ve asked why exactly was my account closed and they still could not give me a reason and said they would not. I feel this is absolutely wrong and they should honor my redemptions. I have only 1 account on the jackpota site so I don’t know what they’re talking about. They honored my redemptions on their other site (Megabonanza.com) so why would they not honor my redemptions on jackpota? I feel they just don’t want to pay me. Any help would be greatly appreciated.

Thank you

< full name removed >

Unresolved

$7,800

Jackpota Declined Payment

On 09/27/2024 at 10:06 PM I purchased a welcome bonus for 9.99 at Jackpota.com and won 214 sweepstake coins with it by 10:14 PM

Then seven minutes later by 10:21 PM I had won a total of 3513.24 sweepstake coins with it, but when I tried to redeem them for my real cash prize I was locked out of my account and promised that I would recieve my winnings in two to three business days and that the restriction of my account was just a formality.

Then on 09/28/2024 at 8:30 AM through Chat I specifically asked an agent named Eva with the utmost seriousness if I could confidantly rely on recieving the whole amount to which she adamently stated and I quote

“You will be getting the whole amount.”

So I celebrated and told my family and wasted money I didn’t have only to recieve a message by an agent named Katrina on 10/1/2024 at 8:58 PM that Jackpota management had irreversibly closed my account, excercised their right to refuse service to anyone at their sole discretion, and that a redemption/refund would still be completed. So I felt relieved at first thinking so long as I’d get my winnings I’d be okay because I had trusted them and spent money to the point where I had virtually no more money of my own just to recieve a humongous setback in my life the next day.

On 10/2/2024 at 1:35 PM another Jackpota agent named Patricia states I violated their terms and they reserve the right to close my account at their sole discretion and that it was final and all my winnings were forfeited and any future emails of mine would go unanswered by them and then to have a great day she told me.

First thing I did I reached out to Jackpota through chat as soon as I could and begged an agent named Nadine to please clarify what policy violation was I guilty of to deserve this to which she and countless other agents who were to follow all clearly stated that they didn’t know and to this day I still don’t know either. Nor do I believe there was a reason to know in the first place. All I know is I lost my job, i almost lost my truck, and worst of all I lost my dignity because I had to ask for money I let people borrow back and money borrowed from everybody I know just for trusting an insidious social casino website.

I know I won fair and square, but apparently too much for them to pay out.

I won 3513.24 US dollars and I want just that. May I please share all my screenshots and interactions I have had with Jackpota?

Unresolved

$3,513

Jackpota repeatidly asks for the same documentation and refuses to verify

After attempting to cash out 4000sc, they asked for additional pictures to verify. Ive submitted what they have requested at least 4 times. I jave reached out numerous times over several weeks attempting to get this resolved. It's been nearly 2 months and they refuse to assist. Ive contacted them numerous times and no one is willing to assist me. I have attached screenshot of parts of the conversations with 2 customer service representatives. I do not believe they intend on paying out a large win.

Unresolved

$4,000

Jackpota has been delaying my redemption

Jackpots has been delaying my redemption process for 8,028.49.

I had already been verified and redeemed a lesser amount from them before with no issues.

Now that I am trying to redeem they’ve restricted my account and asked for more verification. I have submitted my verification to them five times and got the same response that it would be fixed in 24-48 hours.

I have contacted live chat, support, and their social account multiple times. It seems like at this point they are just stalling so they do not pay out.

I will attach screenshots of live chat, emails, and redemption amount.

Unresolved

$8,028

Redemption or refund 123

I have been waiting 3 weeks for my redeption to be approved. My account has already been verified. They asked me to send in the cards I used, which I have now done twice. Each time after they say it will be 24-48 hours. But I never hear anything or get replies to my questions. They used to have a live chat, that doesn't even work anymore unless they blocked me. I just want my funds or a refund, should not take this long!

Unresolved

$123