Hidden Jack Casino - Player's account has been closed and winnings withheld.

I am filing this complaint against Hiddenjack Casino regarding an unjustified account closure and the withholding of my winnings totaling €14,000.

I have been a loyal player at this casino for several months. During this period, I have successfully completed the KYC (Know Your Customer) verification process and have previously received 5 successful withdrawals to my bank account. This proves that my account was fully verified and in good standing.

Recently, I won a significant amount playing Roulette (fair play, no bonuses involved). My current balance stands at €14,000. However, when I attempted to access my account to initiate a withdrawal, I discovered that my account has been closed without any prior notice or explanation.

I have contacted customer support via email, but I have not received a substantive response as to why my account was terminated and what will happen to my funds. Since I have strictly followed all Terms and Conditions and have played without any active bonuses, there is no legitimate reason to withhold my balance.

I request Hiddenjack Casino to:

• Provide a clear reason for the account closure.
• Reopen my account or manually process the withdrawal of my €14,000 balance to my verified payment method.

I have all the necessary proof of my previous withdrawals and my verification status. I hope you can mediate in this matter.

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.

Dear EwoudBoll88,

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.

• What date did you notice your account was closed?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which verification documents you have already submitted and when before you lost access to the account?

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.

Please find the requested details below:

My account was closed on 30-april-2026. This happened shortly after I experienced issues withdrawing my funds for about one week.

I mainly played live casino games, specifically online roulette.

Regarding verification:

I submitted my identification documents (ID and personal details) earlier during my account usage

My account was verified, as multiple withdrawals were successfully processed before (5 withdrawals, including amounts up to €3,900)

No additional verification requests were made before my account was suddenly closed

Additional important context:

At the time of closure, my account balance was €14,000

I had two pending withdrawals which were cancelled before my account was closed

I did not receive any warning or indication of a violation

The casino has refused to provide any specific reason or evidence for the closure

Given that my account had already been verified and withdrawals were previously approved, I find it highly concerning that my account was suddenly closed without explanation and my remaining balance withheld.

I am happy to provide any additional information or documentation if needed.

Thank you again for your assistance.

Kind regards,

Ewoud

Thank you for your reply and for providing the previous details, EwoudBoll88.

Could you also please provide:

• Any proof of your previous withdrawals and your verification status, if possible
• Whether you accumulated your winnings with or without an active bonus
• Whether there have been any changes to your personal information or gaming habits that might have affected your account status
• Whether you have received any specific communication from the casino regarding the closure of your account, and if so, what was mentioned

This can include screenshots, emails, or chat records. You can either post the screenshots directly in the thread or send all supporting documents to: petra.h@casino.guru

Thank you again for your cooperation.

Good afternoon Petra, I have sent you an email with a ZIP file containing the emails and screenshots. Is that okay?

Thank you very much for your time and work.

Dear EwoudBoll88

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 Romi (romana.r@casino.guru). 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,

Petra

Thank you so much for your time and work.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Hidden Jack Casino,

Could you possibly provide additional information regarding this case and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Thank you, Romi.

I appreciate CasinoGuru taking the time to review my case and contact the casino directly.

I am fully willing to cooperate further and provide any additional evidence or documentation if required.

Kind regards, 

Ewoud

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.

Dear EwoudBoll88,

We have repeatedly tried to contact Hidden Jack Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kristina