Jackpot City: In-Game Tournament Manipulation, Disputed Payout and Privacy Violations

Hi everyone,

​I am writing to share my detailed experience regarding an in-game tournament held by Jackpot City Casino (Super Group), licensed by the KGC. I have maintained a complete record of technical screenshots, logs, and correspondences to support the points outlined below.

​1. Game Data Manipulation and Admitted Failure

​During the tournament, the casino’s software failed to credit my account with the correct experience points and shifted completion dates. I documented a consistent daily deficit of approximately 1,500 points. While Jackpot City eventually acknowledged a technical failure in their tournament software, they applied a retrospective manual calculation to my account rather than awarding the rightful 1st place prize, altering the final leaderboard standings in an arbitrary manner.

​2. Disputed Standings and Regulator Standby

​The tournament mechanics were bound by a strict daily point cap and a finite number of missions. Having maximized every single available point every day, it is mathematically impossible for other accounts to have legitimately surpassed my score at the final stage without breaking the technical limits of the system.

​Instead of conducting a proper technical audit of these system logs, the licensing body—the Kahnawake Gaming Commission (KGC)—essentially closed the matter by stating that they "trust the operator." It is deeply concerning that a regulatory body responsible for oversight chooses to rely on blind trust rather than verifying the technical data. While that specific phase is now concluded, formal complaints have already been registered with Canadian provincial authorities, and these file numbers are currently on standby, waiting to be put together and submitted to the right authorities.

​3. Data Privacy Concerns and Timeline Correlation

​Immediately following the escalation of this dispute to customer support, the phone number and email address registered to my casino account experienced a sudden and severe influx of unsolicited spam, targeted casino advertisements, and harassment calls. I do not have direct evidence to identify the exact source of this data exposure. However, there is a clear timeline correlation: the influx began precisely when the dispute escalated and stopped instantly on the exact day I walked into a Canadian police station to report the harassment. Furthermore, complaint was submitted to the CRTC (Canadian Radio-television and Telecommunications Commission) .

When raised with Jackpot City support, they did not deny the exposure; instead, they deflected the issue by referencing their Privacy Policy, stating they reserve the right to share player information with third-party entities.

​Conclusion

​The combination of admitted software failures, mathematically impossible leaderboard shifts, and unresolved data privacy issues presents a serious concern. The AGLC (Alberta Gaming, Liquor and Cannabis) has already noted that Jackpot City operates in a gray zone here in Alberta. Once I compile all official file numbers, including the CRTC case, and submit them to the proper authorities, the formal process against the casino will resume in full force. I will keep this community updated as these official regulatory procedures are fully set in motion.

Have you managed to get copies of the tournament rules, leaderboard records, and all communication with the casino? If you believe the results were manipulated, having a clear timeline and screenshots will make your case much stronger. I'm also curious whether the casino or regulator has provided any evidence to support their decision, or if they're just giving generic responses.

Hey, I don't know why, but I have a feeling I read this last evening. I don't know if it was a similar case or if I'm just imagining it.

Anyway, if you have any evidence that might help, you can submit a complaint with us, and our team will look into it.

It probably won't help if the casino ignores you or gives you generic responses.

Would you be interested?

If so, here's a link to the complaint form.

Thank you, I will try this option.

I do have screenshots, videos and email all the way from the beginning. I can get any screenshot, but no one asked for it because jackpot city herself admitted their manipulations.

​Hi Jaroslav,

just wanted to add a quick update regarding the complaint I just submitted.

​I have all the evidence fully prepared: 46 PDF files of the communication, plus separate files with screenshots and video proof of the incident.

​The key point here is that Jackpot City does not deny the facts. They completely agree with almost everything that happened, but they are trying to shift the blame entirely onto 'the system and software error'. In fact, they even offered me a partial compensation (for 3rd place), which proves they admitted the glitch. However, when I refused and proved mathematically that I should have been in 1st place, they just shut down the conversation.

​​As for the Kahnawake Gaming Commission (KGC), they unfortunately chose to just side with the operator's statement blindly without checking the visual and factual evidence. Since the regulator basically refused to look into the software manipulation and closed the case, I am taking the matter here to get a proper, unbiased review. Let me know if you need me to forward the files to the team. Thanks!

Hello, thank you for the update and for providing these additional details.

There's no need to send us all the screenshots and other evidence at this stage. Please keep them for now, as our complaint team will let you know if they need any specific files during the investigation.

I also want to mention that since the licensing authority has already reviewed the case and sided with the casino, it may be difficult for us to achieve a different outcome. However, we'll still do our best to review the matter fairly.

Regarding the software issue, if it was genuinely caused by a technical or software error, this is unfortunately something we cannot independently verify or interfere with. If the casino acknowledged the issue and offered you compensation, that may ultimately be the best resolution available in this situation.

For now, please wait for our complaint team to review your case. They will contact you if they require any additional information or evidence.

Thank you for your patience.🙂

Hi Jaroslav,

​Thank you and the team for your time and for trying to look into this. I appreciate your effort.

​However, I must point out that my very first post explicitly stated that the Kahnawake Gaming Commission (KGC) had already closed the case. They simply sided with the casino and refused to actually investigate or check what happened.

​As for the casino's offer for 3rd place, I have no interest in accepting 'crumbs' or partial payouts just to settle. My screenshots and videos clearly prove that there were violations from the casino's side—whether it was a software glitch or manual intervention doesn't matter to me as a player.

​On the final stage of the tournament, it was mathematically impossible for any player to pass me, because all main missions were completed and I was collecting the absolute maximum daily points every single day.

Since the complaint team cannot look into this further, I accept your decision. I have all the evidence fully prepared, and there are further steps I can take to continue pursuing my claims with the Canadian federal and provincial authorities.

​Thanks again for your time! 

Thank you for your response and for explaining your position.

As I mentioned before, if the licensing authority sided with the casino, it makes it much more difficult for us to reach a different conclusion. We act as an independent mediator, but we also take the regulator's decision into account, as they are generally the primary authority responsible for resolving these disputes.

You're still welcome to submit a complaint on our website if you wish, and our team will review it. However, I want to be transparent that I can't guarantee the outcome will be different from the regulator's decision.

Regarding the compensation the casino offered, I completely respect your decision not to accept it. It's your case, and only you can decide whether the proposed resolution is acceptable or whether you'd rather continue pursuing the matter.

If you believe you have grounds to continue with the relevant Canadian authorities, that's entirely your decision, and I wish you the best of luck. I hope you're ultimately able to reach the outcome you're seeking.🍀

Thank you for your time and for your detailed response. I appreciate you taking the time to review my situation and explain your position.

I would like to clarify that I have already followed your advice and submitted a complaint through your official process. However, my complaint was not accepted by your team.

Thank you again for your time and consideration.

Hello, I know it's unpleasant, but as far as I can see, the complaint request was not accepted, which is the correct information. Just as Jaro suggested a few times earlier, if the licensing authority sided with the casino, it makes it much more difficult for us to reach a different conclusion. Moreover, it makes associated investigations difficult, maybe impossible; thus, it goes hand in hand with the rejection, I guess. I mean, my colleagues, for example, disapprove of complaints they cannot even investigate because, in that case, it's actually not a case we can reflect on. I'm sorry.

Thank you for your time. And nothing to be sorry about.

I appreciate your understanding. At least let me wish you smooth and swift withdrawals wherever you aim to play.