CasinoJAX - Player's winnings have been confiscated.

Hello. Now, before we go any further and you reject my complaint for the totally wrong reason, I want to make it very clear that THIS WAS WON WHEN PLAYING WITH A TOURNAMENT (BATTLE) PRIZE. I have had 2 previous complaints rejected on the basis that this was a loyalty prize. IT WAS NOT A LOYALTY PRIZE.

AGAIN, THIS WAS WON IN A TOURNAMENT. IT WAS A CASH PRIZE.

Now, after winning $30 in a battle at Jax casino, I kept playing and went on to win $3000 AUD. After a long verification process and bring congratulated by 2 seperate support staff, I withdrew the $3000. Casino staff then tried to tell me that I could only withdraw $300 and were claiming that it was a loyalty prize. IT WAS A TOURNAMENT CASH PRIZE. Nowhere in the Jax battle conditions does it state anything about the 10% withdraw limit, that only applies to loyalty gifts etc which this was not.

They not only refused to pay me the $3000, but they removed $2700 of my money which I had turned over from my account.

Dear Craker90,

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. 

• Was this the first tournament you participated in?
• Do I understand correctly that $30 was the prize you received from this tournament?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Yes that is correct. I won 30 dollar cash prize in the tournament (battle) with which I played on and won the $3000.

I've actually noticed in the last day or two that they've "updated" their t&C's but that's ok because I downloaded a copy of them on the day all this unfolded...

This was saved by me on the day that all this drama started to unfold, and just as well too because as predicted they have since changed their rules to suit their case.

Thank you very much, Craker90, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.