The player from Texas had successfully increased his balance to $600 but when he attempted to withdraw $400, his account was frozen due to KYC requirements. After he provided the requested documentation, his account was closed, and casino representatives informed him that it was an automated system with no further action possible. The player did not respond to further inquiries from the Complaints Team, which resulted in the complaint being closed due to lack of communication.
JackpotRabbit Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: $400
JackpotRabbit Casino
Safety Index 5.8 Below averageCase summary
Discussion
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1 month ago
Made a small deposit and was able to increase my balance to $600, starter to lose and decided to redeem at $400. Immediately upon attempting to redeem my account was frozen. I was told this was due to needing to complete KYC. I provided valid ID and all documentation requested. Once I did that my account was closed. I have been told by casino reps that it is an automated system and there is nothing they can do about it
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1 month ago
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.
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1 month ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- When exactly was your account closed?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
Dear Ptclimbs,
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.
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1 month ago
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,
Kristina
Casino.Guru
