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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([email protected]) 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 [email protected], 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 [email protected]

I apologize for the inconvenience.

They respond this way: I send a video, they watch it again, and they're making something up. It's been a while, but there's no benefit. They're just lying, dragging me out every time, asking for something new. I've already seen verification: my details, my passport details, my wallet, my address details. I provided everything, even if Robin Hood isn't involved in this case. I also proved it, even if it wasn't made. The Nitro deposit was made from a Phantom wallet. I also made them offers. If you don't trust me, you can simply transfer the money to Robin Hood. Yes, I liked that too. I don't know what else they're offering or what else I can do for them. I already know.

У них таким образом ответ я отправляю видео они смотрят это опять что-то придумывают сколько уже время прошло никакого польза нету просто так обманывают затягивает каждый раз что-то он новый спрашивает. Я уже видел верификацию свои данные свои паспортные данные свой кошелёк свой адресный данный я все предоставил даже если не касается в этом делу Робин Гуд я его тоже доказал даже если не сделано депозит нитро года была сделана с Phantom кошелька я им ещё предложения дал если вы не доверяете вы можете просто переслать эти деньги на Робин Гуд кошелёк я да это тоже понравился не знаю что ещё предлагают или ещё сделать для них я уже знаю

Dear Arslan2,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Arslan2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jackpotter Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

Give me a final answer, I have already provided them with everything and did it for you, but there is no use from you and from them, how much time has passed and your level, I realized that you cannot solve such issues

Дайте мне финальный ответ я уже все предоставил им и для вас сделал это но никакой пользы нету от вас и от них сколько уже время прошло и ваше уровень я понял что вы не можете такие вопросы решать

Dear Arslan2, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

I provided them with everything, in fact, they shouldn't ask me where the money came from. They just don't want to give me my money. I've already done everything necessary. No casino cheats like that. Even the worst casino paid me in four days. But for three months now, they've been lying to me, repeating the same thing.

Я им все предоставил на самом деле они не должны спрашивают меня откуда мне пришли деньги просто они не хотят мои деньги дать я уже всё сделал необходимую никакой казино в таком образе не обманывает даже самый худший казино заплатил мне за четыре дня но уже три месяца они мне продолжают врать одно и то же повторять

Hello Arslan2!

We would like to clarify that the player’s withdrawal has not been denied arbitrarily. The verification process progressed in stages based on the information identified during our review and in accordance with our AML and security procedures.

Initially, the player completed standard verification checks successfully. However, during further review of the deposit flow and submitted proof of payment materials, additional verification became necessary in order to confirm ownership and control of the source of funds used for the deposit.

For this reason, we requested:

A clear video recorded directly from the player’s device

Visible wallet/account details

Demonstration of active control of the wallet/account (including page refresh/reload)

Clear transaction details/history

Unfortunately, the submitted materials did not meet the requested format requirements, as important details were unclear or not verifiable. Because of this, the verification process remains incomplete.

We would also like to clarify that we have not been requesting unrelated or excessive documents. Any additional requests were made only after reviewing the previously submitted materials and determining that further confirmation was required to complete compliance checks.

At this stage, we remain willing to continue the review and proceed accordingly once the requested verification is properly completed.

Thanks

Thank you for the clarification Jackpotter Casino representative.

Dear Arslan2, when it comes to verification there is not much we can do to assist other than to recommend you to adhere to the requests made by the casino to speed up the verification process. If you have any questions we are here to assist and help mediate but otherwise you will need to provide the casino with the documents. Thank you in advance for your cooperation!

Listen to what you're saying, I believe everything. I passed video verification at the end, gave you my passport, and filmed your wallet, showed where the money came from, and also showed what the problem is. How much more information do you need? What are you even talking about right now? It seems you don't understand me. What are you even talking about? Before you tell me what you're talking about, read my messages before the one I sent you. I gave you all the information, and I'm telling you.

Слушай что ты говоришь я всё верю в конце прошел видео верификацию дал дал паспорт показал Видео заснял твой кошелёк показал откуда пришли деньги тоже показал в чем проблема сколько ещё информация нужны что ты вообще говоришь щас ты кажется меня не понял о чем ты вообще прежде тем что ты говорить мне ты прочитай мои сообщения до этого который я тебе отправил я всё информацию отдал уже говорю тебе

Dear Arslan2, if you do not wish to cooperate we will proceed to reject your complaint. The casino has clearly explained their stance and as I explained earlier, there is not much we can do to assist with verification. Thank you in advance for your cooperation!