Hidden Jack Casino - Player's winnings are short-paid by €1,050.

Short-paid winnings: 500x displayed, only 150x credited — 1,050 € missing, casino refuses any substantiation

On 05.11.2026 I played the live game show "Guess the Weather" (provider: Winfinity) at hiddenjack.com. I staked 3 € on each of three fields, 9 € in total. The wheel landed on one of my fields and displayed a 500x multiplier. Correct payout: 1,500 €. The casino credited 150x, i.e. 450 €. The shortfall is 1,050 €.

Facts and timeline

Round ID: 01a1ab22a2f17a53b8161122576c53b6, game: Guess the Weather, provider: Winfinity, stake: 3 € per field on 3 fields (9 € total).

The wheel showed 500x on the winning field. The casino settled the round at 150x and credited 450 €.

I filed a complaint with support with a screenshot and a video of the round. Support said the case was being reviewed.

Later support claimed a decision had already been communicated to me. At the same time the provider told me that no investigation had even started yet.

Support then said the case would be looked at again, and afterwards again claimed a decision had been made — without ever stating what the decision was, on what basis, or by whom.

The provider stated it had "investigated and forwarded all information". The casino never forwarded that report to me.

I withdrew the 450 €, which arrived. I accepted it as a partial payment on the higher claim.

I requested, in writing: the round log, the bet distribution, the provider's written report, and the identity of the operator and licence number. Nothing has been provided. The casino refuses to name any basis for its decision.

The arithmetic

The casino's own settlement uses 3 € as the base: 3 € × 150 = 450 €. The assessment base is therefore undisputed between the parties. The only disputed element is the multiplier that the wheel displayed. My evidence shows 500x.

Why the payout is wrong

3 € × 500 = 1,500 €. Paid: 450 €. Difference: 1,050 €. This is a pure calculation error on a real-money bet — no bonus funds, no wagering requirements, no max-bet issue, no other term applies. The round was settled on the correct base and only the multiplier was altered.

Casino conduct

No substantiated decision, no calculation, no round data, no provider report.

Operator and licence are not disclosed on the site; the casino holds no licence from a recognised authority.

Contradictory statements: a decision is claimed while the provider says no investigation took place.

Evidence available

Screenshot of the round: round ID, date, exact time, stake distribution, payout.

Video of the full round showing the 500x result.

Chat and e-mail correspondence.

What I want

Payment of the missing 1,050 €, plus the round log and the provider's written report so the calculation can be verified.

here a video link for the full replay: https://replay.winfinity.live/a10VZ

I also saved the replay on my pc to be safe.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward your relevant correspondence with both the casino and Winfinity, including the provider’s statements about its investigation and any explanation of the difference between the displayed 500x multiplier and the credited 150x result?

The casino’s email you attached states that the round was settled correctly, but it does not explain the difference between the two multipliers shown in your screenshot. I will need the supporting records to assess this further.

Please send these materials to veronika.f@casino.guru and include complaint ID 241099 in the subject line.

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

Best regards

Veronika