Hidden Jack Casino - Player’s winnings have been confiscated.

Complaint:

HiddenJack Casino removed €14,187 from my balance, claiming a "maximum cashout" due to a bonus. However, this directly contradicts their own Terms & Conditions.

1. Non-sticky bonus rule:

> "All the bonuses are non-sticky. You start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost."

➡ I played and won entirely with my own deposited money — the €25 bonus funds were never used.

2. Maximum winnings rule:

> "The maximum winnings that will be paid out resulting from any cash bonus... will equal the bonus amount multiplied by 5..."

➡ This clearly applies only to winnings from bonus money, not from real deposits.

3. Ongoing delay:

Since 18 September, the casino keeps telling me the case is "under review." It has now been almost a month with no progress, no written explanation, and no response to my follow-ups.

4. License concerns:

When asked, the casino failed to provide a valid Curaçao license number or any verifiable licensing information.

This behavior violates their own published Terms and shows a lack of transparency. I am requesting that Casino Guru help investigate and ensure that my rightful winnings of €14,187 are returned.

Extra info:

I have around 100 screenshots of chats where everytime they give the same replies and when I explain why I didnt violete their rules they say that the department is reviewing it. Further all agents said that the license and license number can be find in their TC, but this is not true. When I mention this they say its a technical issue. But on the mail they also cant give me the license or licensenumber for already a month.

I really hope you can help me!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hidden Jack Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• After your winnings were confiscated, how much was left on your player's balance?
• Could you please share with me your recent communication with the casino regarding the issue? Please send only a representative sample of your communication with the casino, not 100 screenshots. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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,

Tomas

Hello Tomas,

I just sent you everything by email.

If you have more questions, please let me know.

Thank you for your help!

Kind regards,

Enis ****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 Tomas and Matej,

Thank you very much for the reply and thank you for helping me!

Kind regards,

Enis Kocan

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.

Hello Enko,

I am sorry to hear about your troubles.

Unfortunately, we don’t currently have a casino representative available. While I locate contact information, please revisit the chat and ask them:

If I deposit €50 and receive a €25 bonus, the rules say that the maximum I can win is 5 × €25 = €125, right?

Essentially, this means that anyone who takes the bonus can win a maximum of 2.5 × the deposited amount. Am I correct?

Please write me thair answer here.

Thanks

Hello Matej,

Unfortunately it was again a bad conversation from almost 30 minutes. Attached you find the whole conversation by screenshots.

Hello Enko,

Do you recall how the bonus was presented to you? Were there any indications of a 5x maximum cashout?

Also, the terms state that you can cancel the bonus anytime, with only bonus funds being confiscated. Could you please confirm this information with chat?

Hello Matej

No the 2th deposit bonus was automaticly pressed on without any explaination.

I have asked and asked some more questions. Attached you find everything. This is really really unbelievable.

I really hope you can help me.

kind regards,

Enis

Hello Enko,

That's a very unusual bonus policy.

To confirm, the bonus was automatically applied without you having the option to review the rules or cancel it?

Hello Matej,

I checked later it was possible but its was automaticly on and not that easy to to find the button to take it off in my opinion. There is a button: use bonus. This one you must press tot take it off.

About the bonus winnings you must read the bonus TC to find the rules. It's not mentioned at all at the deposit page.

Kind regards,

Enis

Hello Matej, I got some new information. See the screenshots in attachment of live chat.

Hello Enko,

We discussed this case internally and we believe that the casino acted unfairly. Since you were unable to see the information about the 5x bonus maximum winnings, we have decided to close this case as unresolved. Unfortunately, I was not able to reach the casino representative, and because the casino does not hold any licence, there is not much more we can do.

There is still a chance that the casino may reopen this case in the future, and at the very least, this complaint will serve as a warning for other players.

I am sorry that we were unable to help you more.

Hello Matej,

Thank you very much for trying.

I appreciate the time you put in.

Kind regards,

Enis

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,

Matej