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.  

Hello, Craker90,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Since the rules for tournament prizes are in Bonus Terms and Conditions, governing bonuses and winnings from bonuses, which is a completely different casino website section, separated from the general Terms and Conditions, what would you expect those prizes to be taken as? As real money? Really? However, yes, it looks a bit strange, so let's ask the casino for the details.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear CasinoJAX team,

Could you please provide us with an explanation of the player's situation in more detail? What exact rules were applied to the player's winnings in this case, and where can I find them?

When exactly was the player credited with the prize from the tournament, and when did wagering of the rewarded amount take place?

In what exact wording was the allegedly applied rule (24) in the casino's Bonus Terms and Conditions at the time the complainant registered and accepted them and/or at the time the prize was awarded and wagered?

The rule was obviously changed/updated in the meantime, which is clear from the screenshot from the player and I could also check it myself on one of the websites serving for checking historical data of websites, using the link to the casino's Bonus Terms and Conditions.

When exactly was the rule updated, please? Was the player informed about the change in Bonus T&C? If so, how did the casino inform him about it, and when?

Do I understand correctly that the casino applied an updated rule to the user's winnings, and that despite a recent rule amendment, the casino left the "Last Update: January 3, 2023" in its Bonus rules anyway? Were players informed about the bonus rules update?

I think you know what I tried to indicate by the above-stated and my questions. If I understood the situation completely, everything above is correct, and there is nothing that could change our position on the matter, I am afraid we are forced to side with the player.

If I overlooked anything essential, please feel free to correct me. Otherwise, can the casino reconsider its decision regarding the winnings confiscation?

I am attaching the old and new rules wording below.

Thank you in advance for providing the information.

The old rule wording:

The current wording of the rule (with a significant difference compared to the old one):

Hello Branislav, welcome to the conversation and thank you for your help thus far. You are absolutely correct in your interpretation of the situation. Initially, the $30 I won in the tournament was issued as a cash prize and not as a loyalty bonus. Once it had been established that my player account was verified and I requested the withdraw of the $3000, things started to be dragged out unnecessarily until ultimately I was penalized by rules that did not apply to my cash prize at any stage whatsoever. I was allowed to retain $300 and the remaining $2700 subsequently taken from my account unlawfully. I look forward to hopefully a fair outcome, and thank you for your efforts and adjudication.

Samantha C*****

*edit

We have since had an email from casino jax saying that they are going to pay the winnings into the bank. I will keep in touch and will inform you if this happens.

Thanks again.

Great news, Craker90!

Alright, feel free to let me know once there is any news or updates. Otherwise, let's wait for the casino's response.

*update*

They paid me the winnings. I just want to thank you for your help you really made a difference!! Thank you

Thank you very much, Craker90, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru