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Formal Complaint Regarding Account Closure

Dear Jerry Casino Support,

I am writing to formally complain about the closure of my account (username/email: ___).

My account had a balance of €104 and is my only account with Jerry Casino. I have provided original and valid documents for verification.

I understand your security checks, but I strongly believe my account has been closed unfairly. I request a manual review of my account and the release of my funds.

Please treat this complaint seriously. I expect a response within 14 days.

Thank you for your attention.

Important notice:

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Dear abdelmounim,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• What verification documents did you submit before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Dear Petra,

Thank you for your response and for reviewing my complaint.

• I played with a deposit and won. I deposited €50 and won, and my balance is now €104!

• To verify my identity, I provided my original and valid ID as required.

• My winnings accumulated without any active bonuses. I only played with my deposited funds.

I would like to clarify that I did not intentionally violate any terms and conditions, and I only had one account. My remaining balance was €104 when the account was closed.

I kindly request that you review my case fairly and provide a clear explanation regarding the account closure and my remaining balance.

Thank you in advance for your assistance.

Sincerely, Abdulmonem

Thank you for your response and for sharing the previous details, Abdelmounim.

• Have you received any updates regarding the verification documents you submitted since the last email? Has the Casino clarified why they were not approved?
• Additionally, were there any unusual activities or behaviors reported by the casino prior to the account closure?

If possible, could you share any other communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru or post your screenshots in this thread.

Thank you once again for your cooperation; it is greatly appreciated.

Dear abdelmounim,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru