Player Support and Information

Jackpot City uses account security measures, identity verification procedures and encrypted connections to help protect player information and transactions. Players can also access responsible gambling tools to help manage their gaming activity. The casino is licensed and regulated, with annual auditing by eCOGRA, an independent testing agency. More information can be found on the Responsible Gaming page.

Yes, Jackpot City is licensed and regulated for play in Canada. Players must be 18 or older to register an account and play.

Players can withdraw eligible winnings earned from real-money casino games. Before a withdrawal is processed, Jackpot City may require identity verification and compliance checks. Withdrawals are subject to the casino's banking policies and any bonus terms attached to the account.

After a withdrawal request is submitted, Jackpot City reviews the transaction before releasing the funds. Processing times vary depending on the withdrawal method selected and whether account verification has been completed. In most cases, withdrawals are paid within 2 hours of cashing in.

New players can receive a welcome bonus of up to $1600 across their first four deposits, with 10 daily spins on the Mega Millionaire Wheel™ after making a first deposit (also available to regular players). Other bonuses and promotions include prizes for logging in for seven consecutive days (Daily Streak), a match bonus every day (Daily Deal), Refer-a-Friend, a birthday bonus, Hourly Wins with cash drops every hour, a loyalty programme, as well as in-game rewards.

Players can contact customer support via live chat when they need help with account access, payments, verification, bonuses, technical issues or responsible gambling tools. Live chat can be accessed via the chat icon in the bottom left of the page you are on.

To open an account:

1. Visit the Jackpot City website
2. Select the Sign Up option
3. Enter the requested personal details
4. Create your login credentials
5. Accept the terms and conditions
6. Submit the registration form
7. Log into the new account

Players are required to provide personal information during registration to create and manage their account. These details include the player’s full name, date of birth, residential address, email address and telephone number.

Identity verification helps confirm that the account belongs to the registered player. It supports fraud prevention, account security and compliance with regulatory requirements. Verification may be required before certain account activities, including withdrawals, can be completed.

Players may be asked to provide:

• Government-issued photo identification
• Proof of residential address
• Documentation related to payment methods used on the account

Account verification time depends on the review process and whether all requested documents have been submitted correctly. If additional information is needed, Jackpot City will contact the player to continue the verification process.

Certain account details may be updated through the account management section. Some changes may require verification or assistance from customer support. In order to update details such as your email address, simply follow these steps:

1. Log into your Jackpot City account
2. Click on your username at the top right
3. Select My Account
4. Update details and confirm

Yes. Jackpot City is available on compatible mobile devices, including iOS and Android smartphones and tablets. Players can access their account, browse games, manage deposits and withdrawals, and enjoy casino gaming while away from their desktop. The mobile platform is designed to adjust automatically to different screen sizes, making navigation, game controls and account management easy to use across a range of devices.

Players can access Jackpot City on all Android and iOS devices that meet the platform's compatibility requirements, allowing gameplay and account management from supported smartphones and tablets.

Yes. Jackpot City allows players to make deposits and request withdrawals directly from compatible mobile devices, including smartphones and tablets. Banking features are integrated into the mobile experience, allowing players to manage their account without switching to a desktop computer.

Mobile casino games offer the same gameplay, rules and features found on desktop versions. The primary difference is the screen layout and navigation design.

Try the following steps:

1. Confirm that your internet connection is working
2. Refresh the page
3. Close and reopen the game
4. Update your browser or application
5. Restart the device
6. Clear cached data if the issue continues

Yes. Jackpot City's mobile casino uses the same security measures as its desktop platform to help protect player accounts, personal information and financial transactions.

Jackpot City supports a range of payment methods for deposits and withdrawals. Available options include Interac®, INTERAC e-Transfer®, Visa, Mastercard, crypto payments, instant bank transfers from Canadian banks and Google Pay. The payment methods available to you may vary depending on your account and transaction type. Players can view the full list of available options in the Banking section after logging in.

The minimum deposit is $10. Some promotions may have their own qualifying deposit requirements. Before claiming an offer, review the promotion's terms and conditions to confirm the minimum deposit amount needed to be eligible.

To make a deposit:

1. Log into your account
2. Open the Banking section
3. Select Deposit
4. Choose an available payment method
5. Enter the deposit amount
6. Follow the payment instructions
7. Confirm the transaction

To request a withdrawal:

1. Log into your account
2. Open the Banking section
3. Select Withdraw
4. Enter the withdrawal amount
5. Submit the request

A deposit may be declined if:

• The payment details entered are incorrect
• The payment provider declined the transaction
• The payment method is unavailable
• Account verification requirements have not been completed
• Security checks have prevented the transaction from being processed

A withdrawal may remain pending while:

• The casino reviews the request
• Verification documents are being reviewed
• Additional information has been requested
• Security checks are being completed

No. Jackpot City does not charge fees for deposits or withdrawals, however, banks, payment providers or other third-party financial institutions may apply their own charges.

To update your deposit limits:

1. Open the Bank section located in the top-right corner of your account
2. Select the three-dot menu next to the Deposit or Withdraw options
3. Choose Deposit Limits from the available settings
4. Review the information provided and confirm that you wish to proceed
5. View your existing limits and choose new deposit limits on a daily, weekly or monthly basis
6. Select Continue to save your changes

Players who would like to take a temporary break from gambling can contact Jackpot City's customer support team and request a take-a-break exclusion. This option restricts access to the account for a minimum of 24 hours. Once the selected break period has ended, players must contact customer support again to request access to their account.

Self-exclusion is a responsible gambling measure that prevents a player from accessing their casino account for a specified period. Once activated, access restrictions remain in place according to the terms of the self-exclusion programme.

Common signs may include:

• Spending more money than intended
• Spending increasing amounts of time gambling
• Chasing losses
• Gambling affecting work, finances or relationships
• Difficulty stopping gambling activity

If you’re worried about your gaming behaviour, consider speaking to a professional:

• Gordon Moody Gambling Therapy
• Responsible Gambling Council
• Gamblers Anonymous

Players who wish to close their Jackpot City account can contact customer support and request an account closure. The support team will explain the process, review any account requirements and guide the player through the next steps.

Access problems may occur because:

• Login details were entered incorrectly.
• The password has been forgotten.
• The account has security restrictions.
• The account requires verification.

To reset your password:

• Open the login page
• Click on Forgot Password
• Enter your Username
• Follow the instructions sent by the casino
• Create a new password

A game may fail to load because of:

• Internet connection issues
• Device compatibility problems
• Browser settings
• Software updates
• Temporary service interruptions

Disconnections can occur if the internet connection is interrupted, the browser closes unexpectedly or technical issues affect the gaming session.

To clear browser cache:

1. Open browser settings.
2. Locate browsing data options.
3. Select cached files.
4. Confirm the removal of stored data.
5. Restart the browser.

1. Open device settings.
2. Select Software Update or System Update.
3. Download available updates.
4. Install the update.
5. Restart the device.

Yes, players can contact live chat by selecting the chat icon in the bottom left of the homepage.

When contacting support, provide:

• Username or account number
• Description of the issue
• Date and time the issue occurred
• Relevant transaction or reference numbers where applicable

Players can contact customer service when they need assistance with:

• Account access
• Verification requirements
• Deposits and withdrawals
• Bonus questions
• Technical issues
• Responsible gambling tools
• Account closure requests