The player from Italy has been blocked without further explanation. The player probably didn't contact the licensing authority as per our advice, therefore we were forced to reject this complaint.
JackpotCity Casino IT - Player's account has been blocked.
Amount: €388
JackpotCity Casino IT
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
JackpotCity Casino IT has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
hello I deposited and played a little slots in the meantime I sent them the document dozens of times and they didn't approve it now they closed my gaming account with my unpaid balance
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1 year ago
Dear isabel123,
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. Do I understand correctly that the casino blocked you because you didn't pass the verification? Or did the casino provide any other explanation regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Also, do I understand correctly that €388 (dispute value) is being held in your casino account?
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
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yes 388 it's the money they owe me and the casino doesn't send me communications, it simply tells me in live chat that I didn't send the document and I didn't pass the checks but I sent them my identity card via email several times
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1 year ago
Thank you very much, isabel123, for your reply. I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.
Therefore, I recommend that you contact the Licensing Authority directly and use this complaint as a reference. You can file an official complaint to ADM.
I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know if you decide to contact the licensing authority. Thank you for your understanding.
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1 year ago
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but how ? can't you at least put some pressure on him?
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1 year ago
The casino decided to completely ignore our attempts to resolve any complaints. There is nothing else we can do but to recommend that players contact the licensing authority.
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1 year ago
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and you review it with Excellent reputation?
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1 year ago
Please note our reviews and casino ratings are not based on one person's experience but on thorough research. If you are honestly interested in how we review online casinos, please feel free to read the following article: https://casino.guru/our-casino-reviews
Since we have not moved forward with this complaint for a week and you still have not confirmed whether or not you've contacted the licensing authority, or at least planning to contact it, I assume that you are no longer interested in resolving the issue.
Therefore, I will now close the complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
