The player from the Netherlands won €3,752.17 at HiddenJack Casino but had his account permanently closed after submitting documents for KYC verification. The casino accused him of providing "fake" personal information after ignoring his requests to update his address to his current Dutch address. He requests clarification for the closure and a payout of his winnings.
Hidden Jack Casino - Player's account has been closed and winnings confiscated.
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Waiting for Casino Guru to reply
6d 2h 54m 45s
Hidden Jack Casino
Safety Index 1.9 Very lowCase summary
Discussion
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2 days ago
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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yesterday
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.
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yesterday
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
