Jackpoty Casino - Акаунтът на играча е затворен неочаквано.

i deposited 500 dollars on may 6th via interac etransfer

i opted for a 50% bonus that was given to me.

i played a slot called merge up 2

i finished the required wagering and respected that bet size as well

i ended up winning 3252$.

i then submitted all the required stuff for verification : picture of passport, selfie with passport, my utility bill as proof of address, and also my proof of deposit such as my bank statement and screenshots of my bank with the deposit info on it.

i then proceeded to request my first withdrawal of 1125$ (limit for withdrawal)

today i tried to log in and it says account is disabled. i didn't get any message or any email or warning as to why or what happened.

i contacted live support for answers and all they repeat to me is :

"After a comprehensive review of your account, we regret to inform you that your account has been permanently closed in accordance with our internal policies. This decision is based on administrative considerations to ensure compliance with our operational standards and policies."

i asked them for more info or if i can get my full win paid at least and all they respond is with: "I am unable to provide that information."

i would like to get my full win paid out and account restored since i didnt do anything whatsoever to break their policy.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

-slots only as mentioned in my complaint.

Have you lost access to your account directly after submitting the documents for the KYC verification?

-i lost it shortly after making my first withdrawal request after submitting the kyc documents

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

i sent you an email with the communications and all the documents ive sent them

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear jordanbon,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jackpoty Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jordanbon,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Authority a complaint to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

We have reopened this complaint at the request of Jackpoty Casino. We would like to give this case one more chance to be resolved and help both parties reach a satisfactory conclusion.

The casino has provided us with confirmation that the player’s funds were sent before the account was closed.

Dear jordanbon,

Could you please confirm whether you have received the money?

Thank you very much in advance.

Dear jordanbon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jordanbon,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina