Hi there, i Myself Manta K***, i placed an withdraw request of 3600? and after that they asked me for KYC documents, I uploaded the necessary documents and my account was verified also. And i confirmed from the customer support about this and he also told me everything is verified and your withdraw request is accepted and it will be approved in the nearest time(screenshot attached) but after some hours i tried to login my account then it's showing your account is closed, i contacted customer support regarding this issues, but they are saying your beaches out Tnc then I asked them which Tnc i breached but they are not Saying the proper reason to close my account, i am really frustrated. Please do help me regarding this issue.

Dear Mantakumar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I already taken withdrawn in Jan 2023 and i received also in my bank, my kyc verification is completed and verified, without any bonus,

Thank you very much for your reply, Mantakumar. Did you use the same withdrawal method in the past? How many days did it take for the last withdrawal to be processed?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Yes I used the same withdrawal method in past and also received withdraw in 2 working days, communication screenshot attached here.

Unfortunately, I don't see any communication between you and the casino, nor have I received any emails from you. Could you please send it again? I would like to see their explanation for blocking your account. Thank you.

Sent you the communication Screenshot just now via email([email protected]).

Thanks

Thank you very much, Mantakumar, for your cooperation. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Mantakumar,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask JackpotGuru Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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.

Still they didn't replied, such a worst customer support.

Dear Mantakumar,

Unfortunately, the casino has informed us that they cannot provide evidence regarding the issue, thus we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - the Isle of Man Gambling Supervision Commission. It is possible to file a complaint via the official website (https://www.gov.im/categories/business-and-industries/gambling-and-e-gaming/iom-gambling-supervision-commission-complaints-form/). The Gaming Authority has more options and tools to help players.

If there is any progress with your issue or you need help, please let me know at [email protected].

I sincerely hope you will not come across a problem like this again. The casino can reopen this complaint anytime.

Best regards,

Tomas