JackpotGuru Casino - Player's account was blocked.

My account was in leovegas but leovegas left india and transferred the data in Jackpot Guru Casino, So i created my account in 2020 and my account was already fully kyced and verified and also deposited money and withdrawn tooo, and received my withdraw also in 2020, but suddenly I feel like I should gamble in My leovegas (jackpot guru) account as this was my verified. I made deposit via crypto amount 1000₹, and played and won some money around 4900₹ and tried to withdraw but they asked me new proof of address and bank statement i uploaded and got verified🙂, and placed withdraw request again, then they are asking for payment of proof i uploaded the transaction history of my crypto wallet, and got verified tooo, but when i logining after some hours to check the status of my withdraw then I was getting eroor saying "your has been closed" i was like wth is this man, my account was verified an all everything was right then why my account is closed? So i simply go to the Live CC and asking for them, they told me you have multiple accounts thats the reason we closed your account. I was like what is this man? I created my account back to 2020 and now you guys saying I have multiple accounts? I also told them if you guys found multiple accounts then kindly closed those accounts as simple as that. I already have my verified account then why should I create multiple accounts? This is really disappointing from jackpot guru casino, kindly mention the proper reason to blocked my account, saying multiple accounts is very easy for casino to not give user's withdraw, leovegas was the very trusted casino but these jackpot Guru I can't trust, i kindly request caisnoguru team to help in this situation.

Dear Roshniwaalia,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackpotGuru Casino.

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

Could you please explain if after you had an account in Leovegas, was this account made available to you in jackpot guru, or did you need to create a separate account for this casino brand in order to continue playing?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

1. I didn't created a separate account in jackpot guru, My leovegas data was transferred to jackpot guru account. I am able to access my account using leovegas credentials.

2. I don't think there is any chance who can create account from my household.

3. I didn't used any bonus. Won money from my Deposit amount of 1000₹ via crypto.

Thank you so much for taking your time to help me. I hope my issue will solve.

Thanks for the explanation, Roshniwaalia.

Before we contact the casino, could you please forward all relevant communication between you and the casino to my email at tomas@casino.guru?

I'll await your reply.

I have communicated via Live chat, and i didn't taken the screenshot of the conversations. So now what I need to do?

Thank you very much, Roshniwaalia, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Roshniwaalia,

I'm Michal and I have taken over this complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite JackpotGuru Casino to join the conversation.

Dear JackpotGuru Casino,

Can you please provide information on why the player can't access their account? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear Roshniwaalia,

I have received evidence from JackpotGuru Casino team, that multiple accounts were created with the same or very similar details like name, email address, phone number, address, date of birth, gameplay, etc. The multiple accounts have claimed bonuses and have been accessed since 2020 until recently. The "basic" KYC on your "main" account was done to check your documents, which was successful, but throughout KYC and AML checks are done once there is a bigger withdrawal request, it is usually only then that the casinos discover multiple accounts.

So although I can empathize with you that the casino could have discovered this earlier, the fact is that the multiple accounts accusations are valid, and thus the following rules apply, as can be found in the casino T&Cs:

2. Your Obligations

2.1. You may only open one account on each of the Websites provided by us. Black Cat retains the right to terminate any duplicate or multiple accounts.

2.2 If you open, or attempt to open, more than one account per site, for whatever reason, Black Cat has the right, and may block or close any or all of your accounts at our discretion. Black Cat may also at its sole discretion void all the wagers and/or winnings that have been placed in the duplicate or multiple accounts. Black Cat will deduct an administrative fee of 10% (minimum EUR 30) for every other account you opened or any balance left on the account to cover this charge even partially, as well as any other deductions that may apply in accordance with the provisions of these T&Cs.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal