Jackpot City Casino

Jackpot City Casino - Unable to update address

$500

I’m unable to change my address on their website to correspond with my proof of address that I've sent in. When on their site I’m unable to change the address myself so I asked their live chat for help and they directed me to the email service. When emailing them and explaining I had moved and I’d like to update my address they told me I had to do it on my end. I’ve tried computer, mobile browser and app and none will allow me to change my address. When on the site it says to email to change but when I email it says to change it on my end. This is incredibly frustrating as I have a pending $500 withdrawal I’m unable to receive due to their incompetent ability to resolve any issue. I feel like I’m going in circles as every option I take just redirects to me an avenue I’ve already tried. Jackpot city is easily the worst casino I’ve ever had experience with and I would not recommend them to any individual. Allowing deposits but never withdrawals is nothing short of shady business operations

Jackpot City Casino - Software miscalculation of winnings and abrupt end to bonus games

$500

While playing slots(Big Bass Hold & Spinner) at Jackpot City casino online on May 12th at 19:38 and I hit 3 scatters and the bonus games commenced. I had collected 2 fisherman already towards the 2X's bonus, and on this spin I hit a 3rd fisherman and the prize total was $20,700.00 as seen in the figure under the fisherman and is the correct total of all fish collected. But then something happened. The Bonus games stopped, and the screen said Free spins completed and the value it showed being won for free spins was wrong. It wasn't even as much as what was being displayed on this one spin.

I sent a message to Jackpot City Casino, with no reply.

I have a picture I took of the screen immediately after the Glitch happened.

In the image, you can clearly see that the amount I won at the bottom is different from the amount rewarded under the fisherman, to the tune of $72.00, just in this image.

The other factor in the glitch was that this was only one spin, the 3rd or 4th free spin of 10, and the bonus spins abruptly ended when this happened. I still had numerous spins left and I already had 2 fisherman in place, as well as the winning the 2 fisherman had collected on the previous spins, and those 2 fisherman were in place towards additional spins at 2X’s. The free spins were not completed, and any winnings I had from previous fisherman already appearing in the previous spins were not added.

I have contacted them 3 times since,a nd they have not replied once, other than the automatic reply when an email is sent to '[email protected]'

I have looked everywhere for somewhere else to lodge a complaint and get the correct compensation and Bonus Games corrected and replayed.

In the screenshot image of the glitch/miscalculation,it clearly shows the time, Game, Winnings under the fisherman of $20,700.00, win at the bottom showing a different number of $19,998.00 that should also include winning from the previous fisherman on the previous spins, and it clearly says Free Spins completed. So the total winning is wrong alone, just based on this one spin.

There was a visible glitch on the screen when it jumped to "Free Spins Completed", as I still had as many as 6 spins left..

Jackpot City Casino - Withdrawal of 26927EUR marked as processed but funds never received

$20700

I won €26,927 on April 22, 2025, and submitted my verification documents (passport and bank statement) on April 25 and they were verified. I was later asked to complete verification again (see screenshot). I tried to upload the requested documents again but it was saying they werent required (see screenshot).

During the week of May 12, my withdrawal appeared in my account history as "processed," and my account balance showed €0.

However, I never received any money in my Skrill account (screenshot can be provided upon request).

After that, the transaction history section on my Jackpot City account stopped loading (screenshot attached).

I also attempted to contact Jackpot City via email on May 7, 8, and 9, and again later — with no responses. Screenshots of these emails are included.

Additionally, the live chat feature now returns an error message and cannot be accessed (screenshot attached).

I did receive an update on April 23 stating Jackpot City had changed ownership and was now operated by Baytree Interactive Limited under a Kahnawake license. I mention this only as a possible contributing factor to system issues, not as a direct accusation (screenshot of their email attached).

I am simply asking that Jackpot City clarify the status of my processed withdrawal and ensure the funds are correctly transferred to my Skrill account.

All relevant documentation and screenshots are attached to this complaint for your review. If you require any further proof/screenshots, these can be supplied upon request.

I tried to upload the supporting documents but it won't allow me to. Can you give me an email address to send all of my supporting documents to?

Jackpot City Casino - Processing withdrawals for a long time

€26927

I won the Major jackpot of over $27,000.

Tried cashing out at $11,366.

My withdrawals have still been processing for 19 days now.

They've been asking me about my personal banking information, my loonio.ca payments, e-Transfer payments, and my crypto payments. I sent all the information they requested.

They told me 5 times already that they'll get back to me in 48 hours.

Jackpot City Casino - Withdrawal delay from many days

$11366

Hello,

I’ve been waiting for many days for my Interac withdrawal 6648$ to be successful, and it’s still pending. I’ve tried reaching out through live chat and email, but no one is responding.

Can you please tell me how long this will take? This delay is extremely frustrating, and I would appreciate a proper update as soon as possible.

I have already verified the account.

Thank you.

Jackpot City Casino - Withdrawal is with operations for 14 days

$6648

I made 2 withdrawals with Jackpot City, one on the 4th of March and one on the 7th and I have received no further updates from Jackpot City.

Continuously I have been told “it’s with operations” or to wait 48-72 hours - unfortunately after 2 weeks, there’s still no update.

If I could have some help with this that would be amazing,

My account is fully verified, etc, and support has told me they don’t need anything on my end and to simply wait.

This whole issue has caused me so much anxiety and pain, I just want this nightmare to end.

Please. I’ve been begging the universe for help and I swear nothing has helped.

Jackpot City Casino - Game glitched my win

$7264

I had been playing Marshall money on jackpot city & I hit the grand & the collect pig rolled down to the 2nd row stopped then shot backwards up behind the bars.

I tried to contact customer support immediately but their 24/7 live chat was nowhere to be found.

I have emailed as their phone number doesn't connect either.

This is now 6 days later & I have emailed every 2nd day & today I got a generated email asking if I would like help with gambling problem. It was also a do not reply email.

I have googled how to contact & their instructions are false & it takes you around in circles getting nowhere.

I have not played since as I have asked for the replay of my last spin.

Attached is the screenshot of my last spin & also a screenshot showing there is no live chat bubble that they say is on the screen. The help center also has no live chat or contact details.

< full name removed >

Jackpot City Casino - Jackpot City withdrawal issues

$3012

I made a withdrawal of $505 over 3 weeks ago and despite generally taking a week I still have not received my money. I got an email saying my withdrawal was successful and sent to me 9 days ago and usually I receive the money the next day however I'm still waiting for it to come through. I've tried contacting Jackpoty city themselves many times but the phone number listed does not work and their chatbot is an incredibly useless ai bot with no ability to solve issues.

Resolved

$505

Jackpot City Casino - Payment not received in my account

Payment has said it's been processed and paid. Withdrawal process started 31st July. Payment made 6th August to bank account. I have not recieved it and bank has asked to go back to payer (jackpot city) who fails to respond. I have attached screenshots of jackpot city stating it's paid, a screenshot of bank account transactions for the $1500 saying I haven't got any, screenshot of bank saying to go to the payer to find out where it is.

Resolved

$1500

Complaint Statistics

Resolved 15

Avg. Amount $ 6,478

Avg. Complaint Duration 7 days

Avg. Response Time 4 days

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Player rating

5.1/10 ● 104 reviews

Top reviews from our players

Inactive user

11 years ago

8/10

Jackpot City Casino is a member of the Belle Rock Entertainment group of the casinos and the last one from this group I have signed up with. It was about three months ago. My favorite casino member of the Belle Rock Entertainment is The Gaming Club. Even so, that may change because I like very much Jackpot City for the short time since I play here and I am very satisfied with the treatment at this casino.

First positive thing to mention is that right after I have sent the documents for identity verification I received 10 euros, no deposit bonus. After I met the wagering requirements 50x bonus I had 80 euros to withdraw. Money was on my neteller account after 2 days.

Second positive fact to mention is that few days ago I have noticed the bonus from their offer that no other casino from this group offered. It was bonus offer 50 % on deposit min. 10 euros or 20 free spins for some slot game. After few minutes of thinking I decided to take 50 % bonus on my 24 euros deposit. I started with 36 euros and my very first choice to play was Avalon I. After I switched to another game my balance increased on 60 euros. Later on I tried 10+ slot games and finally I met the wagering requirements and my balance was 275 euros. Before asking for withdrawal I wanted to try with just one more game and it was immortal Romance. After 20 min. Of playing my balance increased to 325 euros and at that point I decided to ask for withdrawal.

Overall: this is a safe casino and I would recommend it to every player to try. As I mentioned in my previous reviews the only thing that bothers me for this and other casinos from this group is the fact that they have a lack of operators at their ‘ live chat ‘ and you could wait some time in order to get a response on your question.

Johnnygotthebone

1/10

By far the worst online casino. They paid me 41% return when no bonus was attached. The worst microgaming provider around. Avoid them.

They mislead me me and took 250 dollars from and also never have me the bonus. They are not to be trusted. They are liars and thieves.

xmanbest

1/10

I am playing in Jackpotcity casino almost a year. Customer support is terrible (very very rude). I have played over 2500 euros and never win. DON'T play there you will loose your money. Other microgaming casino have better payouts. Also tournaments suck and fake. I was 1st in big tourney and winning 1000$ and last minute before end I was 5th and won 50$ .

lesley lollback

I am not a gambler but 2 days ago my granddaughter and her silly friends opened a jackpot city casino account. They are all under 15 years of age, they used false information like her aunts name and date of birth and used a prepaid credit card I had given my granddaughter for school supplies $350. The girls were busted with a few hours of opening the account, I called the card people told them what had happen and they said shouldn't be a problem contact the casino advise them of what has happen and they can void the payment, simple.

But no I contacted the casino was told they would certainly look in to it but couldn't void the payment then as it was 2 am and their payment center wasn't open but assured me it would be done asap and they would contact within 2 days, funds were not return nor did they contact me so I contacted them again,this time am told because it was a pre paid card they couldn't void the payment, a straight out lie as anyone can check by calling any prepaid card provider, when I told the person that's a lie, they said oh well they will talk to the payment people and sort it out but they of course are not their now and will not be until Monday, what a joke, when asked if they thought they were going to keep the money he said well yes, it was spend at the casino, I said yes by under aged girls, lucky I kept both conversations. The card provides will return the money it will just take time and the fastest way was to get the casino, jackpot city to do the right thing but as they clearly aren't interested in doing whats right, I have to take the long way.

I have also reported them to the Australia gaming board about the ease in which false accounts can be set up, in my first conversation with jackpot city the person I spoke to admitted it happens, I forward that to the board.It makes no sense to me that these casino will allow anyone to open an account and make deposits without having to prove your id .. Seems proving your id is only required if you want to get money returned from the casino. That in its self should warn you never to trust these places.

zbjeles

Jackpot City Casino is another member of the Belle Rock Entertainment. I know that many people will disagree with me but I really think that this is the best online group of casinos.

I think it's been more than 3 years since I joined the first casino from this group the Gaming Club and later all the rest of the casinos from the group except for Jackpot City.

It's been like that until 2 days ago when I got an email from them to join Jackpot City casino. Since I'm a big fan of this group of casinos I decided to accept the invitation. After the registration and logging on to the casino, 5 euros was added to my account without deposit with wagering requirements of 50x bonus which is a total of 250.

I know that 5 euros isn't a lot of money and that's why I choose a Kathmandu slot game with 9 lines and started with a bet of 9 cents per spin. Ten minutes later after I won two times per 15 free spins I had 12 euros. My next decision was to increase the bet at 90 cents per spin (I had a really good feeling) and I soon got a free spin round of 15 spins. During those free 15 spins I got an extra free 15 spins so a total of 30. Now my balance went up to 75 euros. After playing for a while on this slot game and loosing 15 euros I decided to go to my favourite Microgaming slot Twister. I was at the right place at the right time. I won free spins, then again, then again, then again a total of 6-7 rounds for over half an hour. It was incredible. After these wins in a row my balance went up to 250 euros. My next choices were some of my favourite Microgaming slots.

I had a few more wins and ended the gameplay with 300 euros for cashout. My rating for this casino is 10/10.

loke

I played in this casino for half year and didn't have any problems. Always had good time. Very good support, withdrawals payed on time, many good games. What else you need. I enjoy Jackpot city casino!

cristinaxx

Well, today on my list of casinos I stumbled upon this casino: Jackpot City Casino. I never heard of it but thought it was worth a shot. Plus, it has a grade of 7.5 on AskGamblers.com, which is not good, but not the worst either. The casino’s games are powered by Microgaming, which is my favourite because of its slots.

The casino’s website is not anything spectacular. I mean, it is a bit bad but I am not complaining. At least the website is well structured, and any info can be found pretty easy. The casino can be played by downloading the software or from yout mobile phone, which is pretty cool. Not having the option to play online is definitely not a disadvantage, since it is not very comfortable and I always find myself having issues when playing this way.

The casino has two promotions. The first one matches 100% your deposit up to 200, which is pretty low and the second one up to 300$. I had to contact the support team in order to get some info needed regarding my account. I am bit disappointed of their services, because I had to wait a while to get my answer. However, I finally got my answer and I deposited 20 euros, the minimum.

I played my Microgaming usual's Isis, Avalon etc. While playing I decided to look at the wagering requirements. Guess what! 50x!!! So, I say goodbye to my money immediately changed the coin to a higher one and lost my money in the next 10 minutes.

My conclusion is that the casino is not very nice and there are way better casinos that are cooler and more generous than this one.

My ratings are as follows:
Software: 9/10 Microgaming
Bonuses 6/10
Support: 6/10
Cashouts: I would not know

Irine

I would like to share my experienced here at Jackpot city casino. I play here about few weeks ago and claimed their no deposit bonus 15 free spin s on thunderstruck video slot. I chatted the operator and said that whats the wagering requirements for this free spin they said that 50 times the bonus so when I finished playing the sum of 15 free spin is 10.35$ times the wagering requirements of 50 times a total of 517.5$ that's huge for 10$ if you lucky enough :)

Okay I decided to play from another video slot called Medusa slot I knew that it is old but I tried to made a experiment when you played to the old slot. :) I start to spin 2.00 maxbet and the first spin I won 20$ Boom!! And I tried to spin again until I lost all of the money it takes 2 hours to deplete the credits but I don't attained the wagering requirements so that's why I lost it all but never mind it is for entertainment purposed only :0 so I decided to make a 50 deposit and make another spin I don't want wagering requirements for this casino if you lucky your lucky (Opinion). I play the game thunderstuck 2 and bet 2.00$ maxbet and spin after that I luckilywon two times of my first deposit a total of 102.85$ and made a cash out I recommended this casino for those who wants bonuses I don't want bonuses here I don't know why? :)

But it is better to use some bonuses the reason is that I am very unlucky when it comes from bonuses not all bonuses some that is very high to wager so start playing jackpot city casino it is amusing to play video slot here although the graphic I rated is fair and not good but its okay who knows this casino had a very good reputation based in my research and their commentator, clients.

I rated 7/10 overall and their fair representative ....

TommyK