Jackpot Casino (RSA) No investigation on win and ignored my follow up/complaint

Jackpot Casino (RSA) No investigation and ignored * Jackpot Cash - RSA Casino *

Full details of the conversation and unable to attach images. Never investigated my problem and no payout made. Legal team didnt assist me much, other than saying the going to pick this up. Gambling board made aware and 0 actions to investigate or even acknowledge the mail sent. Ombudsman was CC'd - once again not action.

I am trying to close off and have my bonus paid. If we can share, any contactable person to look into and investigate this incident, as would be able to assist with all screenshots and chats. I wouldn't want the next person to have the same horrible experience, and winnings not paid.

* Please avoid Jackpot casino, save yourself from disappointment and frustration.

(Start of chat) Good day Team,

Trust you are well,

I've been following up for the longest time and still no resolution yet. I trust we are able to conclude my request with this email attempt.

I have included screenshot where my bonus wheel landed on R10 000. I had no code or any prize rewarded as displayed in the screenshots attached.

I agreed to proceed as Emma requested an investigate would take place. I fully understand as this was clearly a fault or some kind of error that i would have impact on more than one user [myself] The investigation was completed and claimed to send me the outcome of the investigation on the *11 December 2024

I have not received any email on the 11th of December 2024 with the investigation results. The live chat keeps referring me to email that i never received. I spoke to Emma, another gentleman and most recent Gregory, none could provide any solution.

I'm not sure if its the correct email address used as i have checked my spam folder too.

I'm unable to find any alternative way to read the investigation report and would like to kindly ask for assistance.

Is there a possibility of resend the report? Maybe another investigation? or a copy of the original investigation?

Any assistance would be greatly appreciated as I have attempted to follow up and follow process accordingly.

Looking forward to your response,

Kind regards,

Good day Team,

Trust you are well,

I've been following up for the longest time and still no resolution yet. I trust we are able to conclude my request with this email attempt.

I have included screenshot where my bonus wheel landed on R10 000. I had no code or any prize rewarded as displayed in the screenshots attached.

I agreed to proceed as Emma requested an investigate would take place. I fully understand as this was clearly a fault or some kind of error that i would have impact on more than one user [myself] The investigation was completed and claimed to send me the outcome of the investigation on the *11 December 2024

I have not received any email on the 11th of December 2024 with the investigation results. The live chat keeps referring me to email that i never received. I spoke to Emma, another gentleman and most recent Gregory, none could provide any solution.

I'm not sure if its the correct email address used as i have checked my spam folder too.

I'm unable to find any alternative way to read the investigation report and would like to kindly ask for assistance.

Is there a possibility of resend the report? Maybe another investigation? or a copy of the original investigation?

Any assistance would be greatly appreciated as I have attempted to follow up and follow process accordingly.

Looking forward to your response,

Kind regards,

--------------------------------------------- (1 Feb 2025) Good day,

I had no response since this email was sent. Is there any confirmation or acknowledgement? --------------------------------------------- (23 Feb 25) Good day,

I would like to follow up again and still have no solution 😕 --------------------------------------------- Probono Enclosed hereto, kindly find an electronic intake sheet and indemnity form for your completion, to be returned to us at your earliest convenience.

In assessing your matter, we take this opportunity to provide you with information about our organisation and the service you can expect to receive. Please note that we do not assist in ******** matters, please contact the Legal Aid Board or the Western Cape Office of the Legal Practice Council for assistance in this regard.

Kindly be advised that ProBono.Org is a pro bono clearinghouse. What this means is that we do not take on matters directly. We consult with people who believe that they have legal problems. The purpose of the legal consultation is to establish the following:

• whether there is a legal case;

• whether the case has good merits;

• whether the person is indigent (earns a gross salary of less than R5 500 in respect of individuals and R6 000 in respect of households and/or does not own property exceeding R300 000 in value and R500 000 in value in respect of pensioners) and

• Whether the case is within the public interest.

The above is required in terms of the Rules of the Western Cape Office of the Legal PracticeCouncil and in most cases, we follow the above requirements in assessing cases. We do make exceptions, but these pertain to very specific matters. Please also note that we do not take on any urgent matters.

Once we establish that all of the above criteria are met and we have received all the supporting documents (proof of income, ID, relevant policies, contracts, correspondence, etc.) we send out pro bono requests to appropriate law firms. It is then up to the firms and/or attorneys in question to accept the request, where after they attend to the matter on a pro bono basis. As such, we cannot in any way guarantee pro bono assistance.

We also suggest you provide as much information relating to your matter and the assistance sought as possible, so as to enable us to conduct a thorough means test and merit assessment. Kindly also provide any court documents, if any.

We trust you find the above to be in order and await your response hereto

-------------------------------------------- (Myself to Probono) Please find the completed documents attached as requested. I trust this would help as I have no other soltion when it comes to this concern. I trust we able to find a solution as I wouldn’t want anyone to experience the same unfair treatment and **************.

I have included part of the conversation with my first chat interaction on the last screenshot. The agreement to start an investigation was with the same live agent, this is the response when asking for a reference to the investigation. Responding in defense when asking for a reference and claiming I insist on a payout.

Please reach out if there are any questions, ------------------------------------------------------ (17 Mar 25) Good morning,

I would like to follow up one final time as I would be submitting my details to the below party. I hope to have an update or acknowledgement before the end of today. ------------------------------------------------------ (14 Oct 25) Good day,

Requesting assistance from @***** ngb division as I strongly feel, the mentioned casino has been *****ulent and doesn't pay out when large amounts are won.

I have gathered enough evidence and details and still waiting for a resolution from the mention casino.

Please reach out if you have any questions or details pertaining to this situation,

- ***********, ***********, ***********, ****************

Rating them one star is too much: For the lack of support, ***** and theft, poor customer service, nonchalant, treated unfairly, financially impacted and they dont follow the terms and conditions.

I couldn't get an acknowledgement or a response (including chat service)

Thats how little they care, and im sure im not the first or the last. Feeling hopeless when reaching out for support, as I would want an investigation and correct outcome after, also a fix so the next user doesnt have the same horrible experience.