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

I won €3,752.17 at HiddenJack Casino. I currently live and work in the Netherlands and have been living here for about one year. During registration, I initially provided my Polish address because I was in the process of moving between different locations in the Netherlands and did not yet know my permanent address. After moving, I contacted the casino support several times and asked them to update my address to my current Dutch address, but my requests were ignored. The casino later asked me to complete KYC verification, and I submitted all requested documents, including my ID and proof of my current address in the Netherlands. Despite this, the casino confiscated my winnings, claimed that my personal information was "fake," and permanently closed my account. They have never explained which information was allegedly false or provided any evidence. I believe this decision is unfair and I request that the casino explain its decision and pay my legitimate winnings.

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Dear Cezary123,

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.

• Do you have access to your account?
• Did you achieve your current balance with the help of a bonus?
• Could you please provide the approximate date when you registered your account and when you notified the casino to update your address?
• If possible, please provide proof (screenshots or email) that you tried to notify customer support to update your address before.

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

Best regards,

Jean

Yes I do have an access, but they already took my win away,

No it was not achieved with bonus,

I notified them about address change +/- one month ago. I sent them all needed documents to verify my current address (in ID - polish ID I have polish address), I haven’t been to Poland since last year

Dear Cezary123,

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, Barborka, (barbora.p@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,

Jean

Hello Cezary123,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by 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,

Barbora