JackpotCity Casino - Confiscated $36,550 Winnings Without Verification – Regulator KGC Ignored Violations Internet

I am a Canadian resident (British Columbia) who played at JackpotCity Casino, owned by Baytree Interactive Ltd., and had $36,550 in legitimate winnings confiscated without warning, verification, or due process. Despite providing full documentation, neither the operator nor their regulator, the Kahnawake Gaming Commission (KGC), followed proper procedures. This has now been ongoing for over 90 days.

Summary of Events

• On March 12, 2025, I created an account on JackpotCity.

• I deposited using a joint credit card shared with my husband, where I hold my own card linked to the same account.

• I played legally, met all bonus and wagering requirements, and eventually won $36,550.

• Upon requesting withdrawal, my account was suddenly suspended. I was not contacted, warned, or given a chance to verify anything.

• A week later, the operator confiscated my winnings, citing a “name mismatch” on the card.

• Only my original deposit was refunded. All winnings were voided without investigation.

My Verification Efforts (Ignored)

After the seizure, I proactively submitted the following:

• Government-issued photo ID (Canadian)

• Utility bill with my name and address

• Stamped bank letter

• Marriage certificate

• Proof that I hold my own card linked to the same joint account used

None of this documentation was reviewed.

Regulatory Escalation and Breaches

I escalated to eCOGRA, who gave a copy-paste response backing the operator without addressing documentation or due diligence.

I then filed a formal complaint with the Kahnawake Gaming Commission (KGC), the official licensing body for JackpotCity.

KGC’s response confirmed the worst:

“The operator flagged a name mismatch… without requiring documentation.”

This statement alone shows a clear violation of their own regulations, including:

• Section 18: Requires Customer Due Diligence when risks arise

• Section 19: Requires ongoing verification

• Section 25: Requires Enhanced Due Diligence for high-risk situations (like large withdrawals)

KGC never answered whether any due diligence was performed, and ignored multiple follow-ups.

Why This Matters

• A licensed online casino seized $36,550 based solely on a technicality, without fraud, and without giving me any chance to prove ownership.

• The licensing body acknowledged due diligence wasn’t performed but took no action.

• This exposes a major consumer protection failure in the online gambling space.

• Many Canadians are being encouraged to play at KGC-licensed sites, believing they are protected. This case proves otherwise.

Current Action

• I am pursuing a Small Claims Court case in British Columbia (limited to $35,000).

• I have submitted my case to Consumer Matters, CBC Go Public, and other advocacy channels.

• I am posting this report to warn others, build public record, and encourage oversight of this operator and regulator.

My Ask

• JackpotCity (Baytree Interactive Ltd.): Acknowledge your regulatory obligations and return my rightful winnings.

• KGC: Provide answers on why no due diligence was conducted, and why a joint account is treated as an automatic forfeiture.

• Consumers: Be warned — you can lose everything even if you follow all the rules.