JackpotGuru Casino - Player’s account has been blocked.

Dear sir

I made a withdraw request 15000 inr on 6 nov and jackpotguru team asked me documents for verifying my account. I uploaded my document and it's got verified but after next day they block my account. It is not good. So please unblock my account and give me justice because they never want to give me my winning money so they block my account. Jackpot guru gave me reason that broken rule but after verify my account and made a withdraw request they block so please give me justice.

I hope you shall take good step.

Thank you

Dear gonirani891,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

I registered in October month and that time I did not verified my account. I verified this after made withdraw request. I played live and slot casino. I have no active bonus in this account.

Thank you

Any information here for me sir

Thank you very much, gonirani891, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank

But solve my problem

Hi gonirani891,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask JackpotGuru Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

jackpot guru casino gave me reason after blocked my account that was I breach term and conditions and did not give me more information and did not mail me regarding account block.

I already provide my documents and fully verified my account but after payment time they blocked my account.

Is it justice?

If they know I breach t&c why they not block before but at the payment time why they did.

Thanks

Help me please

Dear gonirani891,

I'm in direct touch with the casino's representatives, and I would like to ask if you could provide me with the same documents that you have submitted to the casino for verification purposes. We won't share them with any 3rd party as per our GDPR policy.

To proceed with the investigation, you can share them directly here (in which case your comment will be locked as "private"), or you can send them to my email address: tomas.k@casino.guru

Let me know if this is an acceptable solution, so we can continue to seek a resolution for you.

Kind regards,

Tomas

Thank you sir for reply

Please check your email. I sent you my documents which I submitted to the casino for verification.

Dear gonirani891,

I can confirm I have received them. I'm currently in the middle of a discussion with the casino's representatives and will keep you updated on any developments.

Kind regards,

Tomas

Thank you sir

I am also waiting for your response

Hi gonirani891,

I hope you are doing well. I have just received an update from the casino's representatives that you have been asked to provide another type of ID document in order to verify your account.

Please let us know once it's done, and keep us updated on any developments.

Kind regards,

Tomas

Where will i upload?

Will i upload here?

Dear gonirani891,

I believe they have asked you through support. Please check your email and let me know.

Kind regards,

Tomas

Yes, they asked me.

Thank you so much they re active my account and asked to me for proof of address. I sent them and now my account show fully approved.

Thank you so much and also appreciate you work.

Again thanks

Love from India to casino guru and tomos sir

Dear gonirani891,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas