Jackburst Casino - La cuenta del jugador está cerrada con retiro pendiente.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please explain why your first account was closed in 2022? Did you close this account yourself, or was it closed by the casino?
• Do you have any old emails from the casino notifying you that your first account was closed? If so, kindly forward them to me at veronika.f@casino.guru.
• Was your original account fully verified?
• Did you activate any bonuses in your first account?

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

Best regards

Veronika

I emailed my conversation with the casino. Question, my email address in the beginning is not public, right?

Laitoin sähköpostitse keskusteluni kasinon kanssa. Kysymys, eihän aloituksessa olevat sähköpostiosoitteeni näy julkisena?

Thank you for your email. Just to clarify, what was the real-money balance in your account at the time you requested a bonus for reaching a new VIP level?

Did you lose your deposits of €600?

Regarding your question, I can assure you that your email address is not publicly shown.

I don't remember the balance, but I did lose the deposit.

En muista saldoa, mutta kyllä menetin talletuksen.

Hello Ladygambler,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi Ladygambler,

Thank you for your patience and for providing the details of your situation. We have carefully reviewed your complaint.

Based on the information available, your deposits were accepted and you played with them normally. This means that the losses you incurred are considered part of standard gameplay, and under these circumstances, there is no entitlement to a refund of your deposited funds. A problem would only arise if your winnings were confiscated or if the casino allowed you to register and play despite your account being self-excluded due to gambling addiction—but that is not the case here.

It is important to note that the responsibility to avoid opening multiple accounts rests with the player. The casino’s role is not to prevent duplicate accounts, but to enforce their terms when such situations are identified. Since you were not self-excluded, and your deposits were used in normal gameplay, the casino is not obliged to return them.

We understand this may be disappointing, but we hope this clarifies why your deposit refund request cannot be granted.

Best regards,

Veronika

Casino.Guru Team