Complaint #25 Jackpota Casino

Refund or redemption

By Demisha B.

2 weeks ago

I was locked out of my account pending a redemption. I did not violate any terms or conditions. I was to redeem $1700 and when the redemption was processing I was locked out of my account. They did not give me any reason for why I was locked out of my account. I would like a refund for the funds I used or my redemption. I can be contacted at < email has been shared with the casino > thanks in advance.

Disputed Casino Jackpota Casino

Reason Account closure

Amount $1700

Discussion

55 hours left for Jackpota Casino to respond.

Demisha

• Colorado

1 day ago

What is that they are needing and if I cannot receive my redemption I would like a refund for the funds I spent

AskGamblers

• Support Team

5 days ago

Dear all,

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

Demisha

• Colorado

1 week ago

I did not save the jackpot for the 900 but this is one of the winnings I saved but did not receive I was locked out of my account pending my redemption

Demisha

• Colorado

1 week ago

JACKPOTA has not responded to my request for a refund or my redemption. I have submitted my proof and everything was verified. This actually saddens me and I am not able to make any contact with the company.

Jackpota Casino Complaint Stats

Resolved 3 / 15

Avg. Amount $5,186

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Jackpota Casino Complaint Summary

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

So far, 3 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 7 days.

Complaint Status

55h left

$1,700

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Jackpota Casino Complaints

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Denied 268 Dollars Redemption and Account Closure

I had a very disappointing experience with Jackpota. I purchased a promotional package for approximately $20, played on the platform, and won $268. I completed identity verification, used my own account and registered information, and remained in Oregon throughout the process.
After I submitted a redemption request, my account was permanently closed and my $268 redemption was declined. I also received a $19.99 refund for the promotional package, even though I had already used it to play. I contacted customer support several times to ask what specific rule I had allegedly violated. Instead of explaining the alleged violation, support repeatedly sent me essentially the same generic response, stating that my account was closed for violating the Terms of Service and that Jackpota reserves the right to close accounts at its discretion. I then submitted a formal Notice of Dispute requesting reconsideration of the $268 redemption, an explanation of the alleged violation, and clarification of the refund. The response again repeated the same general statement without identifying the specific rule or explaining why my redemption was ineligible.

I understand that a company can enforce its terms, but I believe customers deserve a clear explanation when their accounts are closed and their redemptions are denied. I am still seeking a fair resolution and payment of my $268 redemption if it is eligible under the applicable rules. I hope Jackpota will review my case properly and provide a meaningful explanation rather than another generic response. Based on my experience, I would advise other customers to keep copies of their purchase records, redemption confirmations, and all correspondence with support.

Unresolved

$248

Casino has delayed my 9961 redemption since July 23

On July 23, 2026, I submitted a Standard ACH redemption of $9,961.73 through Jackpota Casino. The transaction ID shown on my account is 782990. The redemption remains unresolved despite Jackpota's stated standard processing timeframe of 5-7 business days.

I have repeatedly contacted Jackpota regarding the delay and have received conflicting information from different representatives.

On August 2, Jackpota stated that my redemption was still under internal review and that there was no estimated timeframe for completion.

On August 3, Jackpota stated that my case had been escalated to the relevant team for further review.

On August 5, Jackpota stated that the redemption should be processed within a day or two and that nothing further was needed from me.

On August 6, Jackpota stated that documentation I had provided had been submitted for additional review and that account restrictions would remain in place while the review was pending.

Also on August 6, another Jackpota representative stated that my redemption had reached the final stage of processing and that "everything has been fully approved and completed on our side." I was told that the remaining processing time depended on my bank and would generally be 3-5 business days.

However, on August 9, Jackpota again stated that the redemption had exceeded its standard 5-7 business-day timeframe and was being forwarded to the relevant team for review.

I have also been told that my verification was completed successfully and that no further action was required from me, while another representative stated that my documentation was under additional review and that restrictions remained on my account.

I have cooperated with all verification requirements and have provided the documentation requested. I am requesting assistance obtaining the full $9,961.73 redemption and a clear explanation of the reason for the prolonged delay.

I can provide screenshots of the redemption status, transaction information, verification records, and all relevant correspondence with Jackpota.

Unresolved

$9,962

Help me with KYC

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.

Unresolved

$100

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