Jackpoty Casino - Player's account has been closed.

Hello team casino guru,

I like to make a complain about Jackpoty. I did all the KYC requests what they wanted, including as a extra KYC requirement make a Selfie with ID and a piece of paper with ' Hello Jackpoty with the date of when I sent it'

I did this, I upload it on my account page. I contacted Livechat they told me, our team will have a look at it and you will be notified by email.

I couple days later I still have no email so i wanted to login in my account to check the status of my documents. Now I see i can not login anymore my account is disabled. I sent a email why my account is disabled but no response back..

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 negative experience with Jackpoty Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thanks you for the response.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I made a account on 11 June looking at my emails, when I won couple days later with the 2de welcome bonus, I did the KYC uploaded documents on the website, I did not check my email for a while went on a holiday. When I check i still not had my winnings in wallet. So i checked my email they wanted '' make a selfie with ID and paper written Hello Jackpoty with date when I sent'' . First I sent it wrong I reply to the email from Freshdesk, see attached screenshot. Then a week later I contacted what the status was. Then they tell me we never received your ID and selfie need to upload it on your account, I told them ok i made a mistake I reply to freshdesk email.

I made a new picture with paper and date. A week later i contacted livechat what my status is, they me need to make a new Selfie ID on Checkerd paper, I made on plain paper that was not good. So I got checkered paper and made it again. Then a week ago i try to login seeing i am blocked.

• How did you learn about your account being blocked?

When I try to login a week ago

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I play Slots games

• Did you achieve your current balance with the help of a bonus?

Yes, I made the money with the 2de welcome bonus

They sent me a email saying this:

We are writing to inform you that your account has been closed, and we will refund your winnings.

To process this, please reply to this email with a cryptocurrency wallet address and the corresponding currency for the refund.

If you have any questions or concerns, please do not hesitate to contact us via email or live chat.

Best regards,

Jackpotys Support Team

But I would like my winning money I did nothing wrong..

Thank you regards,

Joseph

Dear thecrusher778,

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 (martina.b@casino.guru). 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,

Tomas

Hello Tomas,

I responded back on the email where they told me sent Withdraw address and we will sent your winnings. I will keep you updated here ones i received the withdraw thank you

Dear thecrusher778, thank you very much for the update!

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello thecrusher778,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru