Jonny Jackpot Casino - Player's withdrawal wasn't approved.

I have won the € 120 Jonny jackpot. they asked me for an account confirmation and I sent them a passport and (bank statement = payment method confirmation and address confirmation) but they accuse me of using a third party payment method but I have all the certificate (bank statement, payment receipt and online bank statement) so can you help me with the same profit.

Dear Maram9918,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward, could you please clarify whether you have always used the payment method issued in your name when making the deposit?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yeah, the deposit took place under my name Maram H *** as a bank statement, payment receipt and online banking statement proving which was sent by the complaint application, clear send now

Hello, today I have received from Trusly Group AB via confirmation that the proof of payment should suffice for the certificate. Because I sent them a receipt and they say it should be enough.

Thank you for your reply, Maram9918. Do I understand correctly that you deposited via Trustly?

Yes

Is the Trustly account registered in your name?

Yes, here's the testimony

Thank you very much Maram9918 for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Maram9918,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Jonny Jackpot Casino to the conversation to participate in the resolution of this complaint.

Hi Maram9918,

I'm currently discussing your complaint with the casino by Skype, I will keep you updated.

Hi Maram9918,

I was informed by the casino that there is an open ADR dispute with you and currently we have to wait for more information. i will keep you updated.

Hi Maram9918,

Since we have to wait for the ADR's decision, I will change the status of the complaint accordingly. Please let me know as soon as there's news from the ADR (peter.m@casino.guru).

Ok

Dear Maram9918,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority or ADR, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear Maram9918,

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

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.