Jackpot.bet Casino - Player's account is closed due to fraud accusation.

I deposited a total of €978.04 in USDT. I played for a few days and then requested a withdrawal. The first withdrawal was approved without issues. When I requested the second withdrawal, I was asked to complete KYC. I submitted my official ID, which I use for banks and other platforms without any problems.

After submitting the documents, the casino accused me of fraud without providing any valid reason. My account now has a balance of €2002.37, which I cannot withdraw.

I kindly request the release of my funds and a clear explanation for why my verified documents were rejected. I have never had any issues with KYC on any other platform.

For transparency, I am attaching the same PDF document I provided to the casino as proof.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To clarify your situation, could you please let me know:

• Was your ID the only document you submitted to the casino for verification?
• Have you made sure to submit your ID on time and in the correct format?
• Did the casino specify that your account was closed due to failed verification?
• What types of games did you play to accumulate your winnings?
• Did you play with or without a bonus?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

Thank you for your reply. Here are the details regarding my situation:

I first submitted my ID as a JPG photo. The casino told me in the live chat that it was blurry, so I sent the same ID again in PDF format, front and back.

After about 24 hours, they informed me (screenshot attached) that the verification was rejected.

I then immediately sent another clear photo of my ID, but they still refused to accept it.

I also offered to do a video call, send a selfie with my document, or even provide my driver’s license if necessary. They declined all these options.

I played without any bonuses, except for a few cents of rakeback.

At this moment, my balance of €2002.37 remains blocked, and I simply want to verify my account properly and withdraw my legitimate winnings.

Thank you very much for your help.

The issue has been fully resolved. Mathis from Jackpot contacted me directly by email and helped me solve everything. I successfully completed KYC through SumSub, my withdrawals were approved, and I also received an apology and a small bonus for the inconvenience.

Thank you Casino.guru

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

Dear bettingfede,

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,

Veronika