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Jackpot Rabbit Casino

Dear Jackpot Rabbit Casino Team,

I am writing to express my disappointment and frustration regarding my recent experience with your online casino. On [07/02/25], I won $708.00 on your site, and I have attached a screenshot of my winnings as proof.

However, when I attempting to go through the verification process and withdraw my winnings, my account was suddenly locked without any explanation or notification. Despite my repeated efforts to contact your customer support team, I have not received any response or resolution to this issue.

I believe that locking my account and withholding my winnings without justification is unfair and unacceptable. As a player, I expect a certain level of transparency and fairness in your dealings. I urge you to investigate this matter and take immediate action to:

1. Reactivate my account

2. Process my withdrawal of $700

3. Provide a clear explanation for the account lock

I would appreciate a prompt response regarding the steps you will take to resolve this issue. If not, I will be forced to explore other options to recover my winnings.

Hello,

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.

• Could you please advise when exactly you created your casino account?
• Do I understand correctly that you didn't pass the verification before you lost access to the account?
• Did you accumulate 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

First I'm in Oklahoma not Michigan

I made the account on July and 2025

I was in the middle of verifying my account when they closed my account and idk I dont think I accumulated them.with an active bonus but am. Not sure exactly

Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear florekkassandra8430,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru