Jackpoty Casino - Player’s struggling to complete account verification.

made deposits, 100, 100 , 20, 100. After 4rd deposit win about 2200. After 1 day account closed.

Casino ask 3 documents. Sent and documents ok

Casino ask for more 7 documents. Sent and documents ok

Casino ask for source of income. Sent and it is okay, but ask all salary transaction separately. Sent and okay.

Started again and again asking for same documents, like again skrill confirmation, again about source in income and same timw wasting.

10 days passed, about 50 documents sent, about 15 live chat hourse passed.

They ask for video verification with skype call. PASSED.

now they say, that winnings they do not withdraw ( no reason why).

Are this scam , or good casino?

Dear nickandr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Kyc now full completed, problem that casino said that winning they do not withdraw.

Have you been given any justification of why your winnings won't be paid, please?

no, casino yesterday returned 100 usd to my skrill. So situaction now, i make deposits 320 usd, get win about 2200. But get back 100 usd without any reason and explanation. Now they ignore me, and do not asnwer about reason ( do not asnwer=total ignore)

Thank you, nickandr, for the update. Is there any relevant communication that you could forward before we'll contact the casino? My email address is petronela.k@casino.guru.

the situation now, the casino do not withdraw my winning. retunr only 100 usd deposit. what information you needd from my side?

like i understand, you need to contact this casino and ask them , may be they will found any reason and relevant evidence of it, somehow explain the refusal to withdraw funds

Thank you very much, nickandr, for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, nickandr,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Jackpoty Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Jackpoty Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why were his winnings confiscated? Were the disputed funds won with a bonus? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Team,

Yes, will provide the information ASAP.

Best wishes,

Sara @ VIP Manager Jackpoty casino

askgamblers rejected jackpoty "proofs" and asked for more evidence. the reasons for not paying the winnings are simply ridiculous and ridiculous, a set of some kind of nonsense. tricky JACKPOTY CASINO you need to come up with something.

on askgamblers site is reasons why they do not want to pay :

"If the player is suspected of fraudulent actions including, but not limited to:

participating in any type of collusion with other players

development of strategies aimed at gaining of unfair winnings

fraudulent actions against other online casinos or payment providers

chargeback transactions with a credit card or denial of some payments made

creating two or more accounts

providing of forged documents

low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers).

other types of cheating

or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player."

Dear Sara and Jackpoty Casino,

We are looking forward to hearing from you.

Hello all,

Information was sent directly to the email of Branislav from Casino Guru as requested.

Best regards,

Sara

AskGamlers site in finish block me and reject my complaint. What i did there, only made complaint where casino do not pay my winning. Also like now i understand this casino is a part of DAMA N.V. casinos. and everyone need to know. if you receive bonus there and with some amount with it, you will be banned without winning payed. reasons for ban are from circus. you can read it on askgamblers or here , i copied Jackpoty Manager Sara post here. proceedings of this situation are false. askgamblers do not aksed something to me, only some "hidden"chat or emails with Jackpoty which is total false. Everything is exactly the same as the proceedings with the casino itself. Time waste and nothing result. What is Dama n.v. casinos :

first you will be mocked after you try withdraw. then circus when you upload documents. u will be asked for more andd more. then video verification. and in result nothing

second you go to askgamblers, to write complaint you need to make 2-3-4 attemps, only when you complain are enought "soft" they will post this. But what result.. i provided everything casino asked. But in result without 100%

proof i final reason a get banned also on askgamlers. Who have brain need to get concludion from this situation.

I hope Casino Guru do not delete this post. This is my opinion about this situation.

Thank you, Jackpoty Casino Team, for your email and all the provided data with the explanation.

Dear nickandr,

I will have to discuss this case also internally with my team. In the meantime, allow me please to ask you a few questions.

Do you remember what type of games did you play in the casino? If yes, do you remember the specific games you played there?

What types of documents for verification did you upload or send to the casino?

How did you most often contact the casino? Did you contact them via email or use Live Chat?

What languages do you speak? Which language do you speak best?

of course i can answer and i will try to explain all possible.

in casino i played slots games, nothing more. passed a lot of time, i can not answer name of slots ( also after few days i do not know, when i picked slots i check only slots rpt on google) and then if rtp are good , i played)

i sent documents with email and when i write something to live chat in jackpoty casino page. Documents list that i sent to casino : my passport, my selfie with my passport, proof of adress ( first only one, then they asked last 6 bills, which was uploaded), my skrill e-wallet information details, my skrill payment to casino, my skrill last 6 months statment( then after 6 months, they asked only 3 months, also sent), my bank statment ( i explained where is my salary received and other details)

Casino was contacted about 1 time in 2 days. Casino do not answered in email, that why i write in live chat. Casino asked a lot of time same documents. When i started to upload all large list of documents they asked for video verification ( interesting fact, that my video verification do not approved ( like said jackpoty vip manager), but do not write why the video verification are bad)

I speak latvian, russian and a little english ( i can write this post using google translate).

And in what language was the video call performed? Did you completely understand all the questions asked during the verification video call?

video verification was in english, some question i do not understand and agent said something like " okay, next question". I do not had option to pick language for video verification, and i think that video verification is process to aprove my personality. So i think that i need to show my face and my document, not to give something like intervior about my game in this casino.

Alright, nickandr. Thank you for the information.

Dear Jackpoty Casino Team,

Based on the gathered data and internal discussion - could you please provide me with the player's complete game logs?

Feel free to use my email as before.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Branislav,

I have sent you an email, please take a look. Thanks in advance!

Best wishes,

Sara

Greetings all,

Dear Sara,

Thank you for your email and the provided data.

I am sorry for the delayed reaction. Please, as I informed you via email, take my previous reply in this thread as irrelevant. It was only an automatic reply generated by our system.

The provided data are currently being reviewed. Once I have the final results regarding all the provided information, I will let you know as soon as possible in this open thread.

Thank you for your understanding and patience.

Dear nickandr,

After assessing all the provided data and information, and after an internal discussion with my team, it is not possible to give a definite decision. Although you claimed that you passed the KYC, unfortunately, the verification video call did not meet the casino's requirements, and you did not pass it. Therefore, I would like to recommend you submit a complaint directly to the gaming authority that regulates the casino. The regulator should be able to make a final decision in this matter.

Are you please able to submit a complaint to the regulator?

yes i will do it. can you please a little help me with this. What i need to do, where to send it ? thanks

"it is not possible to give a definite decision"

definite decision about what? at askgambelrs casino wrote list of some "cheating" , but not one is about me.

what specifically was violated, at least one point. no one anywhere specifically described it. Here is the point, here you violated it. This is not. I don’t understand what is the analysis of the situation if, in fact, no violation was presented to me. some incomprehensible list, which I think is copy paste.

if DAMA NV gives bonuses for registrations in hundreds of its casinos. and if you were able to clean up something and win, then they, for their part, come up with a bunch of "possible" violations, having only their own theories as evidence. Isn't that bullshit.

Pleaase do not remove word bullshit. All translation are taken from google translate.

Hello Nickandr,

Please, allow me few moments to review and will get back to you. Would this be okay? Thanks in advance!

Best wishes,

Sara

of course you can review what you want.

Greetings all,

Dear Sara,

Please, let us know about any news once the additional review is done.

The player mentioned data provided to Askgamblers, but unfortunately, based on the data we have been provided, we are not able to make a final decision and/or sufficiently assess a breach of the casino's Terms and Conditions.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear Branislav,

I have sent you an email in our private communication. Please, I would appreciate if you take a look into it ASAP.

Dear, player Nickandr, once Casino Guru reply to us, we will inform you for the final resolution with this case. We highly appreciate your patience on this manner.

Thanks all!

Sincerely,

Sara

Dear Sara,

I answered the last email a while ago. Please, let the player know about the casino's final decision or answer my additional questions, and I will discuss it internally with my team again.

Looking forward to hearing from you.

Hello Branislav,

Thank you! Will update you in maximum 1-2 hours.

Best wishes,

Sara

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

1-2 hours 😀 jackpoty style

i recommend to play jackpoty casino, they resolve problem without 1-2hours, usually faster

Hello Nickandr,

Thank you for your patience! I have contacted you via personal email, would you please check and respond?

Thanks in advance!

Sincerely,

Sara

i respond, you have my skrill and you can withdraw money there, my banks do not accept payments from gambling. If you think i lie, you can call and check this information in both banks : wise.com and swedbank.lv

casino guru managent, thank you that you help me with this problem. casino SAY that they are ready to withdraw my winning, but after email from their side i understand that they have very special "deal" with some very tricky rules. i hope casino will write here. and one more thing, they have my skrill, and if they understand after 3 months that my winning are without some violations, they can withraw it to my skrill. if they do not want to withdraw winning = this casino are scam. Sara if you want to speak with me, please speak here. i have my gmail on my phone and can answer after 1-10 minutes.

Dear nickandr,

Upon submitting this complaint, you stated that you still have access to your casino account.

Can you please check your cashier section there and provide us with the information on what payment methods are available for withdrawals? Could you also share a screenshot with us here?

i do not stated that i have access. only jackpoty said that they decide to withdraw money, but you know, jackpoty is jackpoty, and what that decide are only theirs WORDS ( and nothing more ). I do not have access, tryed few minutes ago

Maybe you forgot about it, but you did.

Never mind, thank you for the update.

Dear Sara and Jackpoty Casino,

What payment methods are currently available to the player for a refund? Is the casino able to process it via Skrill, or should it be a bank account?

where i said that i can login into account ?

i am sorry, now i see you screen shot, i do not understand this question when i answered yes ( think that question is, are possible to contact with casino and ansnwer they or no. i am sorry)

Never mind, let's wait for the casino's reply.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Branislav,

I have responded in the private communication. Thank you!

Thank you very much for your email, Jackpoty Casino Team.

However, there are a few unanswered questions that would be good to have answers to. Could you please look at my last email and provide me with the requested details?

Dear nickandr,

The casino is willing and able to refund your winnings. If I understand correctly, the casino needs to send you a standard NDA form, in which you need to fill in also the details of your payment method.

Could you please let me know where the problem is?

i do not know, where is a problem. casino do not send me something.

Hello Casino Guru, Nickandr,

Casino Guru - thank you for your cooperation on this matter.

Nickandr if you are agree to sign the NDA and proceed with the refund (Via Skrill), I will proceed with sending you the NDA to your email - you can print it, sign it, scan it and return it back via mail and we will proceed with the payment.

Let me know how to proceed.

Sincerely,

Sara

you can sent it, you know my email

Greetings all,

Thank you both for the updates.

Dear nickandr,

Have you already been provided with the mentioned NDA document? If yes, did you follow the casino's instructions? Is there any progress with your issue?

Branislav, i have problem with jackpoty, and if you do not know this casino, i know. they answer only in last moment. if you ddo not write "We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating." They will sit andd wait for this. Time wasting like always, i do not received anything from their side.

Dear Sara and Jackpoty Casino,

Could you please provide us with an update? When should the player be provided with the mentioned NDA document? Could you let us know once the casino sends it to him?

Hello nickandr, Branislav,

Happy Holidays!

I have send to nickandr the NDA. Thanks!

Best wishes,

Sara

I want to receive explanation, why i need sign an agreement to receive my winnings?

Thank you for the update, Sara. Wish you nice holidays too.

Dear nickandr,

I recommend you use Google to read everything necessary about NDA documents and their purposes. We are not talking about something special.

Then, after consideration, please, let us know about your decision. However, please note if you decide not to accept the offer and solution of the casino on how to end the dispute, I am afraid we will be forced to close the complaint as 'rejected'.

Thank you for understanding. We are looking forward to hearing from you.

i want to understand why i should to sign an agreement. where in the rules of the casino it is indicated that in order to receive the winnings, I need to additionally sign some agreements?

Dear nickandr,

Likely it is not there. However, the casino's Terms and Conditions contain rules about the KYC process/verification, which includes also a successful verification video call that you have not passed. Therefore, I recommend you go through this complaint again and read all the information provided. Especially my post from November 9, 2022.

We helped you to get to this point, and there is only 1 step to get this situation resolved. But I am afraid it will not be possible without your cooperation. There are 2 options on how this complaint could end here, and it depends on you.

1. Following the casino's instructions and getting your disputed funds - a successfully resolved issue.
2. After all the help and willingness provided by the casino and casino.guru, failure to cooperate in resolving the complaint - rejection.

So, what will be your decision?

Please note there is no space for further questions anymore, and if your next reply does not include a clear answer to my question, I am afraid the complaint will be likely rejected.

We are looking forward to hearing from you.

okay, i agree to sigh an agreement, so i wait for agrement which are already signed by casino. with clearly understandbly representative from Jackpoty(dama n.v.) side.

Dear nickandr,

I clearly see that the obligations are stated for both parties, not just for you. However, my question was not answered. We do not defend the casino. According to the all gathered information, there is just one step away from getting the disputed funds, and we still try to help you. Unfortunately, it seems you keep searching for reasons how not to be paid.

So, will you follow the casino's instructions or not, please? Will you accept this solution or not?

"if you are agree to sign the NDA and proceed with the refund (Via Skrill), I will proceed with sending you the NDA to your email - you can print it, sign it, scan it and return it back via mail and we will proceed with the payment."

This means that once you print it, sign it, scan it, and send it back to the casino, it will be not possible to change it on the casino's side. So then, your only obligation should be to be happy about receiving the funds within the stated period and stop complaining - a successful solution for both parties involved.

All was already explained, and we cannot do anything more to help you. Please note this is the last chance how you could get your issue finally resolved. Otherwise, if you refuse to accept this solution, the complaint will be rejected.

Looking forward to hearing from you.

Dear nickandr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can request reopening this complaint anytime. However, it will depend on the provided information.

Thank you very much, Sara and Jackpoty Casino, for your help and cooperation.

Best regards,

Branislav, Casino.Guru

Here the answer, to casino you ask one more time to anwer, when i do not ask you close complaint