JackpotGuru Casino - The player's balance disappeared.

I put the withdrawal of money in morning till evening I didn't received it in my astropay wallet so I login to the casino site and ask them to process my withdrawal but the said your account is 0. So I ask why then they said you canceled the withdrawal and played with that money but I didn't played with that money and waiting for withdrawal and I also didn't share my login details with anyone so how can this happened they also said it is played with the same device but from my device no such activity had happened so please help me to process my withdrawal...

Hello 007choudharypiyush,

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 if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Is there any betting history or log where it would be visible if you have really played or not? If yes, please forward it to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Yes I verified my 12th June and put the withdrawal on same day that was successful and I received the money . After that I do 3 deposits on 21st June and after winnings I put withdrawal of 45693.20 on 21st in afternoon and go to chat ask them to verify which they said it will verified soon and after 2-3 hours later I ask again to process my funds which they replied your withdrawal is canceled and wagered the money and now your money becomes 0. How can be that possible.

I played it all with my real money not used any bonus. I'm speaking to casino live support option from yesterday for my withdrawals.

Yes in betting history after I put withdrawal the playing history is showing with big bets. Now they closed my account by saying it's due to suspicious activity and will not be reopened.

Please Help ASAP I will never play on online casino anymore because I can't trust them anymore...

Can you please forward all the screenshots or chat conversations with the casino to nikolas.b@casino.guru?

Did you claim any bonus while you had a withdrawal request pending?

I have shared the conversation with the casino through the mail

No I didn't claimed any bonus.

Thank you 007choudharypiyush for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 007choudharypiyush,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite JackpotGuru Casino to join the conversation and participate in the resolution of this complaint.

Dear JackpotGuru Casino,

The player states that they have not canceled the aforementioned withdrawal themselves. 

Can you please provide any supporting evidence to show that the player has canceled and wagered the withdrawal in question? It can be posted here, or forwarded directly to my e-mail adam.m@casino.guru.

Kind regards,

Adam

Dear 007choudharypiyush,

I have now made contact with the casino via Skype and will update here when I have some more information.

Kind regards,

Adam

Ok I'm waiting for the response...

Dear 007choudharypiyush,

The casino has provided evidence that seems to show your withdrawal was cancelled by the same user and IP address as that which was used to make the three most recent deposits.

Can I ask if you are able to access your betting history and transaction history? If so, could I ask you to forward a screenshot of these (from 12.06.2022 onwards) to my e-mail, adam.m@casino.guru please?

Kind regards,

Adam

The casino blocked my account so I don't have access of it.

Dear 007choudharypiyush,

I am sorry to have to tell you that we are unable to assist you further with this case. According to the evidence supplied, your withdrawal shows as being canceled by somebody using your account login details and IP address. The evidence further shows that the balance was wagered thereafter.

In light of this, the complaint will now be rejected. If you have any further questions, please do not hesitate to contact me at my e-mail address (adam.m@casino.guru). I wish I could have been of more help.

Kind regards,

Adam