Jackpoty Casino - Акаунтът на играча е затворен след голяма печалба.

I am a recently registered player at Jackpoty Casino. Today I won €9,547 while playing on slots. Shortly after this win, my account was disabled/blocked.

I contacted the casino via live chat to ask about the status of my account and requested a timeframe for resolution. I was told the following:

"Thank you for waiting. I checked details and have to inform you that our relevant department is checking your account, it is a regular check and once we will have updates from them, we will inform you via email. Until then, unfortunately, it is not possible to use your account. Unfortunately, it is not possible to share any timeframes, not to misinform you."

Since then, I have not received any email or further update from the casino. No specific reason for the account block has been given, and I have not been told what documents or information, if any, are required from me to complete this "check."

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.

Dear TyrekSlots,

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.

• Did you pass the verification before you lost access to the account?
• Could you provide when exactly your account was blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me all your relevant communication with the casino? Send emails or chat transcripts to my email at [email protected] or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

No, they blocked account straight after win with no details until i went in the chat and they said its a regular check which i find strange to disable an account like that.

I have since had an email asking for many document which was sent straight away. To date i have no update from them. 9th July my account has been disabled since.

With regards to bonus yes. 200€

All communication via email has been forwarded to you now.

Kind regards,

Tyrek

Thank you for your answer, TyrekSlots. We have received your email.

Could you please let me know which documents you have already provided and when exactly you sent the last one?

Dear Jean,

All the below was requested from me and emailed on the 13th July.

Dear Tyrek,

We would like to inform you that account verification is required.

Please provide the following documents:

1) a photo of your ID, which must reflect:

— your photo;

— your name;

— your date of birth;

— the expiration date of the document.

Examples: ID, passport, driver's license. Note that scans and screenshots of the photos are not accepted.

2) photo (or screenshot) of every payment method used (card, web wallet, etc.), which must reflect:

— for a bank card: the photo of the card, which reflects the first six and the last four card number digits, cardholder's name, and expiration date. Scans and screenshots of the photos of the cards are not accepted;

— for online banking account holder's name and account holder's IBAN;

— for e-wallets — e-wallet number and account holder's name.

Please note that you must upload proof of payment method for every payment method you use on your casino account.

3) document that can prove your address (shouldn't be older than 90 days):

The address can be verified with your ID if it represents your valid address stated in your profile.

For other cases, the document must be no older than 90 days and reflect:

— your name;

— your address, as stated in the profile;

— the issuance date of the document.

Examples: utility bill, bank statement.

Please keep in mind that Revolut/N26/Wise/Bunq bank statements, as well as postal/delivery receipts, cannot be approved.

4) selfie with ID in your hand:

- all information in the document should be clearly visible;

- the elbow of the hand holding the document should be visible.

Please, make sure that all the details are clearly seen.

We appreciate your understanding and patience, and we wish for this procedure to be smooth and quick (to improve your experience and avoid any difficulties, feel free to get in touch with our support team via LiveChat so we may assist you with anything you need).

Best regards,

Jackpoty Support Team

5) an ownership confirmation for your Crypto wallet.

We would like to follow up on your questions as well. Your account is currently closed as per management's decision and the further re-opening can only be discussed after completing the verification requested. Your verification is not yet done as we will need the documents requested above to be provided and reviewed by our verification team. Unfortunately, we won't be able to provide you with a specific timeframe for your winnings as it strongly depends on the verification requested above.

Dear TyrekSlots,

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, Jana, ([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,

Jean

Dear TyrekSlots,

I am truly sorry to learn that your account has been blocked. I will promptly reach out to the casino in an effort to resolve this situation as quickly as possible. Additionally, I would like to invite a representative from Jackpoty Casino to join this discussion and assist in addressing your complaint.

Dear Jackpoty Casino,

Could you please clarify the reason for the player's account being blocked? Additionally, I would appreciate it if you could provide any relevant evidence. You may share your statement and any supporting documentation here, or you can send them to my email address at [email protected]. Thank you very much for your cooperation in this matter.

Kind regards, Jana

Hello,

We are reviewing the case and will get back to you asap!

Best wishes,

Jackpoty Team

Dear Jackpoty Casino,

Thank you for your prompt response. We appreciate your efforts and will patiently await the review of our case. Your continued support and assistance are greatly valued.

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.

Hello,

we are sorry for the delay, we are collecting the information of the case and we will provide it first privately to Jana via email.

Thanks a lot in advance for the understanding!

Best wishes,

Jackpoty casino

Hello, Jana,

The information regarding the case is sent to your email.

Let me know once you review it.

Thanks!

Dear Jackpoty Casino,

I have taken the time to review the email you sent, and I would appreciate your assistance in clarifying the specific documents that are required from the player. The player has already submitted their bank statement, and if there are any additional documents needed, please let us know so that the player can gather them promptly. Thank you for your continued support and cooperation.

Hello Jana,

The information was sent to your email. Please, review and let me know.

Best wishes,

Jackpoty

Dear TyrekSlots,

I hope this message finds you well. I have carefully reviewed the email sent by the casino regarding your documentation. It has come to my attention that, as of now, the required components of the SOF/SOW package are still outstanding. Specifically, the casino is requesting a bank statement that covers at least June and July in a single document, along with proof of income for the same period, such as a salary slip.

In order to advance in the verification process, it is essential that you provide the requested documentation, including the specific months mentioned. The casino has previously sent you an email outlining the exact documentation needed. Your continued support and cooperation throughout this process are greatly appreciated. Thank you for your attention to this matter.

Dear TyrekSlots,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru