JackpotGuru Casino - The player's account got blocked.

I made a withdrawal of ₹3 483 from the casino.

After the withdrawal request the casino asked me to upload the documents for KYC even though my account was already verified.

I Uploaded all the documents an after the verification they close my account without any prior consent.

On asking through life chat they said I breached some rules and so they closed my account.

As per me I have not breached any kind of rule of the casino I uploaded all the documents and they verified them too and now they close my account and kept my money.

I just want my money back at any cbut because we cannot let our money go so easily

Hello Harsheet99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JackpotGuru Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino might block your access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

So last month I uploaded all the documents and all of my documents got verified too.

The last time I spoke to the casino was a few days back only and it was regarding the account unblocking.

Hello Harsheet99 and thank you for the information provided. As we will definitely need more details regarding your account block, you complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Harsheet99,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear JackpotGuru Casino,

Can you please provide some information regarding the player's blocked account? Please forward any evidence of why you decided to block the players account to me at michal.k@casino.guru

Dear Harsheet99,

I have contacted JackpotGuru Casino representative and after we review your account, we estimated that your "main account" has been temporarily blocked to make sure all your funds are properly transferred from the other accounts that you agreed with the casino's support. There was a minor technical error, but it's been sorted out now and your "main casino account" should be available for you again. The verification appears to have been finished successfully as well and you will be notified via email about this too.

Please, let us know if can use your casino account normally. If you encounter any issues you are more than welcome to contact the casino's support directly. 

Hi,

Thank you so much Michal for helping me out.

The casino unlocked my account and I was able to withdraw my funds too.

Dear Harsheet99,

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

I would like to thank both parties for their 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,

Michal

Casino.Guru