JackpotCity Casino IT - La cuenta del jugador ha sido bloqueada.

hello I deposited and played a little slots in the meantime I sent them the document dozens of times and they didn't approve it now they closed my gaming account with my unpaid balance

ciao ho depositato e giocato un po alle slot nel mentre gli ho inviato decine d volte il documento e loro non lo hanno approvato ora mi hanno chiuso il conto gioco con il mio saldo non pagato

Dear isabel123,

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. Do I understand correctly that the casino blocked you because you didn't pass the verification? Or did the casino provide any other explanation regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Also, do I understand correctly that €388 (dispute value) is being held in your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

yes 388 it's the money they owe me and the casino doesn't send me communications, it simply tells me in live chat that I didn't send the document and I didn't pass the checks but I sent them my identity card via email several times

si 388 sono i soldi che mi devono e il casino non mi invia comunicazioni semplicemente in chat live mi dice che non ho inviato il documento e non ho superato i controlli ma io gli ho inviato la carta di identità via email diverse volte

Thank you very much, isabel123, for your reply. I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, I recommend that you contact the Licensing Authority directly and use this complaint as a reference. You can file an official complaint to ADM.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know if you decide to contact the licensing authority. Thank you for your understanding.

but how ? can't you at least put some pressure on him?

ma come ? non potete almeno fargli un po di pressione?

The casino decided to completely ignore our attempts to resolve any complaints. There is nothing else we can do but to recommend that players contact the licensing authority.

and you review it with Excellent reputation?

e voi lo recensite con Ottima reputazione ?

Please note our reviews and casino ratings are not based on one person's experience but on thorough research. If you are honestly interested in how we review online casinos, please feel free to read the following article: https://casino.guru/our-casino-reviews

Since we have not moved forward with this complaint for a week and you still have not confirmed whether or not you've contacted the licensing authority, or at least planning to contact it, I assume that you are no longer interested in resolving the issue.

Therefore, I will now close the complaint.  Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.