Jackpotter Casino - Der Rücktritt des Spielers wurde abgelehnt.

Subject: Withdrawal Refusal of 3,000 EUR after Full Video KYC - User ID: а15са7a2-2962-431a-96ff-9aa606843bb1

Description:

I am filing a formal complaint against Jackpotter Casino (License ALSJ-202505025-FI1) regarding a withdrawal of 3,000 EUR.

Verification Status: I have fully complied with all KYC requests. I have provided my Passport/ID, proof of my Solana wallets, and most importantly, I successfully completed a Full Video Verification (Video KYC) as requested by their security team 7 days ago.

Stalling Tactics: Despite passing the video verification, the casino continues to hold my funds. They provide only template responses ("please wait for an update") and keep asking repetitive questions about my personal savings ("Source of Wealth"), which I have already answered.

Balance Manipulation: My initial balance was 3,400 EUR, but the casino reduced it to 3,000 EUR without my consent or any valid explanation. This is a clear case of balance manipulation.

Legal Action: I have already filed an official dispute with the Anjouan Gaming Board(compliance@anjouangaming.com) and opened a complaint on AskGamblers.

I request the CasinoGuru team to intervene and help me recover my legitimate winnings. I have all the evidence (screenshots of the balance, ID, and video confirmation) ready to be provided to your team.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jackpotter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is the deduction in your balance recorded in the transaction history in the casino's records? Would you be able to share a screenshot?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, should I expect an answer from you or not? I've been waiting for a week now and haven't received any answer.

Здравствуйте от вас ждать ответа или нет уже неделю я жду никакой ответа не было

Thanks for your patience.

• Is your wallet account accessible on a desktop via a web browser?
• Is it possible for you to access the payment confirmation from the web environment?
• Does this confirmation contain more information from the list initially requested from the casino?

Please let me know.

Yes, of course, no problem, I'll do what you need, can you explain it to me in detail? I paid from my wallet. Well, what do you need from me? You can explain it specifically. I decided when I left it to you. If you need it again, I can provide it.

Да конечно без проблем я сделаю то что вам надо можете мне детально объяснить я оплачивал по кошельке Ну вот что вам нужно от меня вот конкретно можете объяснить я решил когда оставил вам если надо будет опять я могу предоставить

This is the wallet that I sent them money from, I take my money out here too, but they come up with something specifically to not give my money.

Вот тот кошелёк который я скидывал им деньги я сюда же вытаскиваю свои деньги но они что-то придумывают специально для того чтобы не давать мои деньги

Hello Arslan2,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Based on the screenshots you provided, the sender's address is not displayed in full when looking at the wallet's environment from a mobile device.

Have you tried accessing your crypto wallet on a desktop computer via a browser so that more information may be visible, and have you provided this information to the casino? With what result?

Please let me know.

I showed you where I made the deposit, where the money came from, it was my personal data, it was from Robin Hood, I also provided more choice, there was no more choice in the video, you can clearly see how I go to where I made the deposit, Phantom wallet, there are two episodes, one is my Robin Hood wallet and the second is the Phantom wallet, this is the one I made a deposit at their casino, I don’t know how much more information they need

Я показал вам откуда я сделал депозит откуда эти мне деньги пришли это мои личные данные были с Робин Гуда я это тоже предоставил больше выбора не было на видео прям чётко видно как я захожу откуда я делал депозит Phantom кошелёк там два эпизоды один мой Робин Гуд кошелёк а второй фантом кошелёк это тот который я сделал депозит на ихние казино я уже не знаю сколько ещё информации нужны им

Dear Casino Guru team!

I'm contacting you because the review of my complaint has been unreasonably delayed. A whole month has passed, and every week I receive the same response: "Wait another week." This is an obvious delaying tactic on Jackpotter Casino's part.

The casino is asking me for a video of my Robinhood wallet "refreshing the page." This is a technical trick they're using to avoid paying out my large €3,000 win. I've already provided all reasonable proof of account ownership.

I ask you:

Set a 48-hour deadline for the casino to verify my account.

If the casino continues to ignore requests or require impossible verifications, I demand that the complaint be closed in my favor with the status "Unresolved" and their rating be lowered.

Stop giving them extra time—they're deliberately leading us all on so they don't have to pay. Please take strict action."

Уважаемая команда Casino Guru!

Я обращаюсь к вам, потому что процесс рассмотрения моей жалобы неоправданно затянулся. Прошел уже целый месяц, и каждую неделю я получаю один и тот же ответ: "подождите еще одну неделю". Это очевидная тактика затягивания времени со стороны казино Jackpotter.

Казино требует от меня видео с «обновлением страницы» кошелька Robinhood. Это техническая уловка, которую они используют специально, чтобы не выплачивать мой крупный выигрыш в 3000 евро. Я уже предоставил все разумные доказательства владения аккаунтом.

Я прошу вас:

Установить для казино окончательный срок (дедлайн) в 48 часов для подтверждения моего аккаунта.

Если казино продолжит игнорировать запросы или требовать невыполнимые проверки, я требую закрыть жалобу в мою пользу со статусом "Не решена" (Unresolved) и снизить их рейтинг.

Хватит давать им дополнительное время — они намеренно водят нас всех за нос, чтобы не платить. Пожалуйста, примите жесткие меры».

"It's been a while, and there's been no progress. The casino keeps sending the same replies every week. If the issue isn't resolved by the end of this week, I'll close the complaint here and file a complaint directly with the Licensee (regulator) and with AskGamblers (after closing this one)."

«Прошло уже много времени, и прогресса нет. Казино еженедельно дает одни и те же отписки. Если до конца этой недели вопрос не будет решен, я закрываю жалобу здесь и подаю жалобу напрямую Лицензиату (регулятору) и на AskGamblers (предварительно закрыв эту)».

"I've provided all the necessary information. The casino is deliberately delaying payment, using the same excuses every week. If the issue isn't resolved within the remaining time, I will officially close this complaint with the status 'Unresolved' and file a complaint directly with the Regulator (Gaming Commission), as well as AskGamblers. I no longer intend to wait for endless checks without results." He asked for a video, even if it's irrelevant to the case. I also made one for him. He's also unhappy with it. I tell him where the money was purchased, send it there, then there will be trust between us. I say no, he continues to rip me off. This is fraud, and you're not helping with this matter.

«Я предоставил все необходимые данные. Казино намеренно затягивает выплату, используя одни и те же отговорки каждую неделю. Если вопрос не будет решен в течение оставшегося времени, я официально закрою эту жалобу со статусом "НЕ РЕШЕНО" (Unresolved)и подам жалобу напрямую Регулятору (Игорной комиссии), а также на AskGamblers. Я больше не намерен ждать бесконечных проверок без результата». Он попросил видео даже если это не касается дела я ему эту тоже сделал он этом тоже недовольный я говорю где была куплено эти деньги отправь и туда вот тогда будет доверие между нами говорю нет он продолжает только так продолжает кидает меня это мошенничество и вы не помогаете в этом вопросе

Thanks for your reply.

Kindly send me the communication with the casino you refer to in your recent posts.

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.