Jackpot Village Casino - Player’s winnings have been cancelled.

In every casino I’m always playing by the rules and of course with healthy entertainment and with very low bets. This casino is my worst experience. I won 592 with 0.10€ and when i ask a withdrawal of 500€ they responded to me that we are closing your account because we "think" you have gambling problems. An unbelievable no logical reason that found to block my account and they kept my money. I tried to talk again with their support but they don’t respond and they just trying to ignore you and to leave them. But i will do everything to make them understand how bad are they with the people. It’s not fair

Dear Alex,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Additional comments from the player:

"I want to answer your questions with all my honesty. They close my account without reason. I never ask to close my account. I didn’t have never any gambling problems or additions. I’m playing with the lowest bets like 0.10 to enjoy the game. I won 592 € with 0.10 bet and when i ask a withdrawal request they closed my account.. I’m always following the casinos rules all the verifications always and i deposit and withdrawal with the same own card.. it’s my first time in my life that I have a problem like that. They are scammers"

Thank you very much, Alex, for your email. Could you please forward any relevant communication between you and the casino?

Dear Alex,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.