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Frequently Asked Questions

Whether you’re new to the world of online casino games in Ontario or have been playing for a while, there is always a chance that you may have a question or two pertaining to your account, a game, the legitimacy of the casino, you name it! Below, we cover some of the most commonly asked questions and endeavour to answer them as best we can. Hopefully, you’ll find what you’re looking for and be able to get back to your beloved slots, table games and mobile casino offerings in no time.

FAQ's Ontario

How do I sign up / log in at JackpotCity?

If you aren’t already a member of JackpotCity online casino, simply click or tap ‘Sign Up’ on the homepage – you can’t miss it! If you have an account, click or tap ‘Login’ and use your details to sign in.

How do I know which banking options are available for my region?

You will find a complete list of banking options for your region under the Bank tab when logged into your account. Alternatively, you can quickly and easily get in touch with the Live Help team.

How do I make a deposit?

When logged into your account, navigate to the Bank tab and select ‘Deposit’. Here, you will be presented with a number of depositing methods, as well as the option to select how much you would like to deposit into your account. Simply follow the prompts and your account will be credited.

How do I get my welcome bonus after making a deposit?

As with most bonus offers at JackpotCity, you first need to ‘Claim’ the welcome bonus offer before making a minimum/qualifying deposit. Thereafter, the bonus amount will automatically credit.

How do I make a withdrawal?

When logged into your account, navigate to the Bank tab and select ‘Withdraw’. Unless you stipulate otherwise, withdrawals are generally paid back to the same method that was used to make deposits. Please note that you will only be able to make a withdrawal if you’ve met any wagering requirements attached to any bonuses you may have taken

How do I contact customer support?

You can contact support by selecting ‘Contact Us’. The team is available 24/7 by means of a Live Chat facility as well as an email address.

How do I earn Loyalty Points?

Loyalty Points are earned automatically by placing and playing cash wagers on various casino games. You can find more information under the Loyalty tab when logged into your account.

Why can’t I log in?

Make sure your username and password are correct. If you’re certain they are, then simply contact the Live Help team for assistance.

How do I change my password?

To have your password changed, simply get in touch with the Live Help team and an agent will assist you to do so.

Can I change my username?

No, you cannot. Once you have created a unique casino username, you will not be able to change it.
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Casino FAQ's

My deposit won’t go through

Make sure there are enough funds on the method you’re trying to make a deposit with, and allow a few minutes for the funds to reflect. If they still don’t, simply get in touch with the Live Help team.

My bonus didn’t credit to my account?

Did you make sure to ‘Claim’ a bonus before making the qualifying deposit? This is an important step, but don’t worry. Contact the Live Help team and they will sort you out.

The games won’t load?

Make sure that your device is successfully connected to the internet or that you have an adequate data connection. If the problem persists, contact the Live Help team.

How do you open a slot game?

Slot games often have the option to select either ‘Demo’ or ‘Play’. Demo can be used to try the game out for free, but selecting ‘Play’ will launch the game and let you play with real money.

Should Geolocation be enabled to play at the casino?

Yes. If Geolocation is not enabled, or if a player is located outside of Ontario, they won’t be able to access any of our casino games.

How do you change your bet size?

Most online casino games have buttons on the screen that allow you to alter your bet sizes according to your own needs, while others have a number of predetermined bet sizes for you to choose from.

Is there a max bet size?

Yes. The max bet size will depend on the game in question. Some can be as modest as 25 credits, while some can be as much as 300 or more.

Do I require verification documents to play at the casino?

Yes. A valid government-issued photographic Identity Document as well as a proof of address (no older than 6 months) will be requested to verify your account.

What is 2-Step Verification?

2-Step Verification offers an additional layer of security to your account. When enabled, you’ll receive a unique code (OTP) that needs to be entered each time you log into your account. This helps to confirm that the login request comes from you. You can choose to receive this code via text or email.
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Slot FAQ's

What are Scatters?

Much like Wilds, Scatters are found in more contemporary slots games. These symbols generally trigger special in-game bonus rounds or Free Spins features.

What are Free Spins?

Free Spins rounds are a popular feature in modern online and mobile slots games. They are usually triggered by meeting a certain requirement, like landing 3 of a certain Scatter.

Can you play with any smartphone?

JackpotCity can be enjoyed on numerous smartphones running on iOS, Android and Windows operating systems. Just make sure that your software is up to date for the best experience. As can be expected, outdated devices or operating systems may not be able to run the casino.

Can you log in with the same details as your computer?

Yes, you can use the same casino username and password across multiple devices. Just be sure to log out of any device you’re not using for your own protection and to keep your account safe.

Are all games available on mobile?

No. Because JackpotCity has been around far longer than the mobile technology we have come to use today, certain older games will not be available on mobile platforms. That said, software providers endeavour to optimise all new releases for mobile, and occasionally remaster old favourites.

Can you contact support from your phone?

Yes! You will be able to contact the Live Help team from your mobile, either by means of the Live Chat facility or email address, if your query isn’t too pressing.

What is the difference between paylines vs ways-to-win slots?

Online and mobile slots that make use of fixed paylines require matching symbols to land in specific combinations in order to trigger payouts. Ways-to-win slots, conversely, generally see payouts awarded for matching symbols landing next to one another on the reels, regardless of their position.

How do progressive slots work?

Every time a player places a cash wager on a progressive jackpot slot, a percentage of that wager goes into the main prize pool. For this reason, progressive jackpot slots cannot be played in Demo mode. When someone eventually wins the jackpot amount, the total jackpot will reset, sometimes to a minimum of 1 Million.

What are Wilds?

In some video slots games, Wilds are symbols that have the ability to take the place of other symbols as a means of increasing one’s chances of hitting paying combinations.