Jackpoty Casino - Player's account has been closed unexpectedly.

i deposited 500 dollars on may 6th via interac etransfer

i opted for a 50% bonus that was given to me.

i played a slot called merge up 2

i finished the required wagering and respected that bet size as well

i ended up winning 3252$.

i then submitted all the required stuff for verification : picture of passport, selfie with passport, my utility bill as proof of address, and also my proof of deposit such as my bank statement and screenshots of my bank with the deposit info on it.

i then proceeded to request my first withdrawal of 1125$ (limit for withdrawal)

today i tried to log in and it says account is disabled. i didn't get any message or any email or warning as to why or what happened.

i contacted live support for answers and all they repeat to me is :

"After a comprehensive review of your account, we regret to inform you that your account has been permanently closed in accordance with our internal policies. This decision is based on administrative considerations to ensure compliance with our operational standards and policies."

i asked them for more info or if i can get my full win paid at least and all they respond is with: "I am unable to provide that information."

i would like to get my full win paid out and account restored since i didnt do anything whatsoever to break their policy.

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?

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,

Attila

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

-slots only as mentioned in my complaint.

Have you lost access to your account directly after submitting the documents for the KYC verification?

-i lost it shortly after making my first withdrawal request after submitting the kyc documents

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

i sent you an email with the communications and all the documents ive sent them

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,

Attila

Dear jordanbon,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jackpoty Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.