JackpotGuru Casino

Case summary

The player from Belgium had won €25 but had not received the winnings. The Complaints Team had initiated an investigation and had sought additional information from the player to better understand the situation. However, due to the lack of response from the player, the team was unable to proceed with the investigation. Consequently, the complaint had been rejected.

Discussion

Public

Bibi12345t

Gold

Belgium

Public

2 years ago

I ve won 25 but never received it

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

2 years ago

Dear Bibi12345t,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with JackpotGuru Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you played with an active bonus?

Have you ever made any deposits into the casino?

Could you please advise if you passed the KYC verification?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

2 years ago

Dear Bibi12345t,

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.

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

2 years ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

JackpotGuru Casino - Player’s winnings have not been paid out.

Player stopped responding

Amount: €25

Case summary