JackpotGuru Casino - Se ha denegado la retirada del jugador.

I can't withdraw the cashback from my initial deposit and the total winnings from my second deposit.

My withdrawal request is being denied.

初回入金額のキャッシュバックと、2回目に入金した勝ち金の合計額が、引き出せません。

出金を拒否されます。

Hello glorias,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JackpotGuru Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I confirmed with support that my account is verified. Authentication was completed at 8:59 on 3/4. It says it's been denied, but no matter how many times I asked support, I was always told that it was authenticated. I used the first deposit bonus, but it was a total loss. The prize is the sum of the cashback for the lost bonus and the winnings. All of these are real money, not bonuses. The last time I spoke to the casino was on March 14th, and for some reason they recommended I make a bank withdrawal instead of using MatchBetter, which I had used to make a deposit.

アカウントは認証されているとサポートに確認しました。認証が完了したのは、3/4の8:59です。表示は否認されたと出ていますが、何度サポートに聞いても認証されていると言われました。初回入金ボーナスは使用しましたが、全損しました。賞金はボーナスを全損した分のキャッシュバックと、勝ち金の合計です。いずれもボーナスではなくリアルマネーです。最後にカジノと話したのは3/14で、入金に使用したマッチベターではなく何故か銀行出金をするよう勧めてきました。

Hello gloria,

Did you request a withdrawal via bank transfer? Can you please forward a screenshot of the pending withdrawal?

We do not request withdrawals via bank transfer. Last time I checked, the withdrawal was refused again.

I submitted a withdrawal request again.

I will send you the pending screenshot.

銀行振込による出金はリクエストしてません。先程見たらまた出金拒否されていました。

再度出金申請を出しました。

保留中のスクリーンショット送付します。

Hello glorias and thank you for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello glorias,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a JackpotGuru Casino representative to join this conversation and participate in resolving this complaint.

Dear JackpotGuru Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Isle of Man Gambling Supervision Commission Gaming Authority (https://www.gov.im/categories/business-and-industries/gambling-and-e-gaming/iom-gambling-supervision-commission-complaints-form/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru