JackpotGuru Casino - The player struggles to withdraw his balance.

I made a withdraw request before 3 days ago... suddenly they asked me for documents....I provide them all documents they want...first they approve my documents (id card) but after show there declined ....I upload many time there my pan card but show declined I also upload my driving license but told me they do not accept this.... customer support also not giving answer....so please clear my this issue...

Thank you

Hello Ratan6891,

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.

Looking forward to your answer.

Regards,

Nick

Verification start from 4 days before.....I provide them my pan card they approved this and after some time they declined this ....after they said again to upload I uploaded and this verified but after 3-4 hour declined ....this is happen many time ..I have driving License but they not accept this.

Last time I spoke to customer support is 4 days before.

Customer support not give me exact reply...

I want to verify my account but I wish you work middle party of this.

Thanks

Now they closed my account because I now before they will do this....so please help me

Today I win some money ....I won 20000 inr so they now blocked my account.... please reopen my account.i have many hopes with you.

Thank you

Hello Ratan6891,

Please forward the e-mail communication with the casino to nikolas.b@casino.guru.

I email to nikolas.b@casino.guru.in email I also provide them Gmail received from jackpot guru I'd verification related.

Please help me to unblock my account.

Thank you

Why are you not replying me ?

Please sir help me

Hello Ratan6891,

Did you follow the link from the e-mail the sent you? Did you forward your documents to the casino already and if yes, when exactly?

Yes I followed the link....I already send them my documents on 27 March and they already verified it but after they blocked my account so please unlock my account.

Thank you

Thank you Ratan6891 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ratan6891,

I've just reviewed your case and in order to help you resolve the problem, I will contact the casino.

I'd like to invite JackpotGuru Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Best regards,

Tomas

Dear Ratan6891,

Upon communication with the casino representative, I would like to ask if you could provide me with the exact same documents that you have sent to the casino for KYC verification.

It will help my investigation. You can send them to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear sir,

I send you my documents which you want via email.

Thanks for help me

Dear Ratan6891,

I haven't yet received your documents. Can you please double-check and let me know?

Thank you.

Kind regards,

Tomas

Thank you for reply.

I again send you my documents so please check.

Thanks

Dear Ratan6891,

I have checked your documents. May I ask if you have edited them before sending them to the casino for KYC?

Thank you.

Kind regards,

Tomas

No sir,I did not edit my documents.i have my real documents and I can also send you my documents with selfie with me for confirmation.

Thank you sir

Dear Ratan6891,

May I ask you what type of file is that bank statement? Is it a screenshot or a scan? Do you have it also available in original format PDF?

Thank you.

Kind regards,

Tomas

I send them my bank statement PDF...I didn't send them any screenshot and any scan copy ....I provided them bank statement in pdf formet.

Thanks

Dear Ratan6891,

Can you please send me that bank statement in PDF format as well? tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

I sent you via email please check my bank statement.

Thank you sir

Dear Ratan6891,

I'm still investigating your case with the casino's representative. Please allow me more time to find a solution for you.

I will keep you updated on any developments.

Thank you.

Kind regards,

Tomas

It's too long time period so please solve as soon as possible.

Thank you

Dear Ratan6891,

I have discussed your case with the casino representative, and you should now be able to go through verification again. Please provide the casino with all documents I have asked you via email.

Let me know about the result afterwards. Thank you.

Kind regards,

Tomas

Please provide me email address where I will send my documents.

Thank you

Dear Ratan6891,

I'm sorry it's taking so long, but I'm still waiting for the casino representative to provide me with the information.

I will now set the timer for the casino in order to push the process a little bit. I will keep you updated.

Thank you.

Kind regards,

Tomas

Dear sir,

I am asking about email of casino where I can send my documents.

So provide me email of casino for further details.

Thank you

Dear Ratan6891,

Can you please share your experience with what the verification process in the casino looks like? I see you went through verification via Hooyu. Did you get any response from them?

Thank you.

Kind regards,

Tomas

Casino verification process is not bad but they did not verify my account and blocked my account without any notice is very bad feeling for me.in verification they asked me id and proof of address,bank statement ...I provided them all ,they verify all but block account after.its very bad for me.

I have not received any response from them.

Thank you

And may I know where did you upload the documents for verification? Did you upload them inside your casino account or directly to Hooyu via email?

Thank you.

Kind regards,

Tomas

In inside of casino where verification section is available I uploaded my documents for verification.when we open verification section there have option to upload documents when you click there new page is open hooyu site.

So finally I uploaded my documents inside casino via hooyu.

Thank you

And when they accept my documents and after some time they email me upload again then I uploaded this hooyu via email and also inside casino.

Thank you for your explanation. And to clarify, is that correct that you haven't received any response from Hooyu about the verification result?

Dear sir,

I received a mail before from hooyu that is"We are pleased to let you know that your document has been processed. Click the button below to continue your confirmation."

When I click the below button my verification show verified.

Thank you

Dear Ratan6891,

Thank you for your information. However, I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

Please bear in mind that decisions made by 3rd party Hooyu are relevant to us. Even though we cannot see their processes, we don't have the resources to verify the ID documents, and that's why we take their statements as final.

The casino acted correctly and within its terms and conditions.

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. We are here to help.

Thank you very much, JackpotGuru Casino, for providing the information and for your cooperation.

Best regards,

Tomas