JackTop Casino - Player's account has been closed without reason.

Jacktop + Bm.bet zijn van dezelfde operator Fair game software solutions fgs bij beide casinos in dezelfde periode gespeeld. Jacktop.com - Ernstige schending zorgplicht, weigering account te sluiten en €15.443 verduisterd

Bm.bet - Ernstige schending zorgplicht, weigering account te sluiten en na dreigen met advocaat gesloten maarvdaarna nog 2x benaderd dat ze me missen en op me wachten €17.475 verduisterd

I am filing a serious and urgent complaint against Jacktop and Bm.bet Casino for gross negligence, refusal to close my account after explicit requests, and knowingly exposing me to severe financial harm.

Between (jacktop)19-08-2024 and 09-03-2025, (bm.bet) 20-07-2024 I deposited a total of (jacktop) €15,443. (Bm bet) 17.475. During this entire period, not a single withdrawal was ever approved or paid, even though I submitted multiple requests. Far worse is the fact that I informed Jacktop’s support on several occasions that I was losing control and I explicitly instructed them to close my account immediately.

Jacktop ignored every closure request and continued to accept large deposits without performing any checks or interventions. This is not an operational error. This is a wilful breach of duty of care, a violation of responsible-gambling standards, and a direct failure to comply with basic AML and affordability obligations.

Their actions show reckless disregard for player safety and prioritisation of profit over legal responsibility.

Key violations:

Total deposits: €15,443

                           €17,475

Total withdrawals paid: €0

Clear and repeated requests from me to close my account

All closure requests ignored

Jacktop kept my account open and kept accepting high deposits after I asked them to stop

No KYC, source-of-funds, affordability, or risk assessments performed

No responsible-gambling intervention despite clear red-flag behaviour

Support stopped replying entirely once I demanded explanations and payouts

Any compliant or responsibly operated casino would be legally obligated to immediately close or freeze the account after such requests. Jacktop and Bm.bet intentionally failed to do so, resulting in severe financial damage.

This is gross negligence, misconduct, and a serious breach of duty of care.

I seek:

1. Full reimbursement of all deposits (€15,443) (17.475)due to the casino’s refusal to close my account and their failure to follow mandatory player-protection measures.

2. A full investigation into Jacktop’s and Bm.bet responsible-gambling and AML procedures.

Their behaviour is dangerous, unethical, and unacceptable. Immediate action is required 

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Steef,

Thank you very much for submitting your complaint. Please keep one complaint per casino, as it will assure the clarity in our communication. For your issue wit BM Bet casino, I kindly ask you to submit a new complaint. I’m now going to address your negative experience with JackTop Casino. The disputed amount will be adjusted accordingly.

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

• Do you feel that you are having a gambling problem, please?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hi Katarina, I have emailed you a zip with email conversations from me and Jacktop.

Dear Steef,

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, Matej (matej.l@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,

Katarina

Hello Steef, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Since none of your evidence shows proof of mentioning gambling addiction to the casino representative, and to speed up the self-exclusion process, I would like to ask you to do the following:

Please, send an official self-exclusion request with my e-mail copied to it. Here is the template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings JackTop Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

---------------------------------------------

Please send this email to support@jacktop.com (you can CC me at matej.l@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Next, I’d like to invite a representative of JackTop Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the reason why the VIP manager ignored clear signs of gambling addiction and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej, I think things aren't going quite right. I filed a complaint because they refused to close my account, and every time I asked to close it, they tried to talk me into continuing. I've forwarded the emails to Katarina. This is a breach of duty of care. If they had closed my account immediately, I wouldn't have lost my money, and I want to reclaim it. My account is closed

Hello Matej and the Casino Guru team,

Thank you for inviting a representative from JackTop Casino to participate in this discussion.

We take all player concerns seriously and are committed to responsible gambling practices. Upon reviewing the player's account history and correspondence:

The player actively contacted our support and VIP team multiple times during the period in question, continued to deposit and play, and unfortunately lost the deposited funds through gameplay.

Requests to close the account were received, and the account was closed immediately upon the final explicit request. Prior communications did not explicitly mention a gambling addiction or request a permanent self-exclusion; they were treated as standard closure requests, which we processed accordingly.

In line with our Terms and Conditions (sections 3.7–3.10 and the Responsible Gambling section), account closure is available upon request via email to support@jacktop.com. Self-exclusion for reasons of gambling addiction is also supported, and we assist players promptly in such cases.

No withdrawal requests were approved during the active period because the player did not accumulate winnings sufficient for payout (all deposits were played and lost). There were no pending withdrawals at the time of closure.

Regarding refund requests: As per our Refund Policy (section 6.6), refunds are not provided for deposits that have been played using our services, except in exceptional circumstances (e.g., technical issues), which do not apply here. The player accepted our Terms upon registration, including the acknowledgment of potential monetary loss (section 4.1).

We regret any distress the player experienced and encourage the use of responsible gambling tools. The account remains closed as requested, and we have no record of attempts to reopen it.

We believe this matter aligns with our policies and standard practices under our Curaçao license. We are open to further clarification if required.

Best regards,

JackTop Casino

support@jacktop.com

Response to JackTop Casino statement

Thank you for your response. However, JackTop’s position focuses primarily on terminology and internal policy rather than on its actual duty of care toward the player.

Responsible gambling obligations are not triggered solely by the explicit use of terms such as "gambling addiction" or a formal request for self-exclusion. They arise from observable behavior and risk indicators. In this case, those indicators included repeated contacts with support and VIP staff, continued deposits over a short period, sustained losses, and requests to close the account.

As a licensed operator, JackTop is expected to identify and appropriately respond to such signals. Treating repeated closure requests and ongoing harmful play as "standard account closures" without further assessment or intervention does not meet the standard of responsible gambling practice. The involvement of a VIP team further increases the operator’s responsibility, as VIP programs are specifically designed to monitor and manage player behavior.

It is also concerning that JackTop failed to engage directly with the player. Multiple attempts to obtain clarification or resolution went unanswered. Only after the matter became public did JackTop respond, and even then, the response was directed to a forum rather than to the affected player. This raises further concerns regarding transparency and good-faith dispute handling.

References to Terms and Conditions or refund policies do not override an operator’s duty of care. Contractual clauses cannot exclude responsibility where there are clear indications of problematic gambling behavior.

In light of the above, this matter cannot be considered resolved. If no meaningful dialogue or resolution is initiated, the player will be forced to pursue further steps through formal dispute resolution and legal channels.

Dear JackTop Casino, thank you very much for looking into this complaint, and sharing your findings with us.

While I agree that the player has never openly stated gambling addiction, I would like to discuss his conversation with the VIP manager Adam in Feburary this year:

• 13/02 the player stated: "I am in serious trouble I have lost all my savings and have bills to pay but I can't pay them."
• 19/02 the player stated: "gambling is destroying my life"

Both times Adam told the player that maybe he needs a break, but never actually discussed the issues. Adam never tried to find out whether the player is genuinely asking for help or trying to talk his way into extra bonus, and most importantly - Adam never offered a way to quit. In numerous conversations provided by the player, Adam never informed him how to proceed with self-exclusion, what message needs to be sent to which department, and never even indicated how the offered "break" can be done.

Due to the above, despite the player did not mention gambling addiction, I believe his conversation shows clear signs of distress, that were mishandled and subsequently ignored by the VIP manager.

As a first step towards the resolution, I would like to ask JackTop Casino to confirm as soon as possible the following:

• the account has been blocked permanently and confirm the date of closure
• the account has been marked as "Gambling Addict, never reopen" or similarly
• player's credentials have been backlisted so re-registration using his personal details is impossible
• all the marketing communication via e-mails/SMS towards the player has ceased

Thank you.

Dear Matej,

As stated before, my account has already been closed for quite some time. That is not the issue.

The real issue is the serious breach of duty of care, combined with the complete absence of any genuine communication from JackTop. When I contacted support, I was blocked as soon as I provided my email address. From that moment onward, there was no response whatsoever. Despite multiple attempts via email, I never received a single reply.

At the same time, JackTop makes considerable efforts to present itself positively to the outside world. This contrast is clearly visible in their public communication, including their response to my Trustpilot review, while privately there is complete silence.

In their public Trustpilot response, JackTop wrote the following:

"Dear SM,

We are truly sorry that you are still waiting for the resolution of your request. Due to a high volume of inquiries, some responses take longer than expected, but please rest assured that we are doing everything possible to address your case.

As soon as there are any updates regarding your request, we will contact you immediately.

We sincerely appreciate your patience during this time and understand the frustration delays can cause.

Thank you for your understanding.

Kind regards,

JackTop Casino Team"

Despite this public statement, no contact was ever made, no updates were provided, and no attempt to resolve the matter followed. Trustpilot further shows that I am not the only customer experiencing this pattern, as many others report similar issues involving unanswered messages and unfulfilled promises of contact.

This behavior is particularly concerning for a company that presents itself as professional, especially considering that I transferred a total of €15,443 to them. The ongoing lack of response strongly suggests that JackTop is aware that this matter was not handled properly.

What is especially telling is that JackTop appears willing and able to respond quickly when its public image is affected, yet remains unreachable when direct and private communication is required. This demonstrates a lack of genuine customer care and shows that their duty of care is far from being met.

To this day, I have still not received a single response sent directly to my own email address. If I do not receive a message by the end of this week that shows a genuine willingness from JackTop to engage constructively and work towards a solution together, I will initiate legal proceedings and notify the Dutch Gambling Authority.

While I understand that the Gambling Authority may not directly resolve my individual case, its role is to protect others. Offering online gambling services to the Dutch market without a valid license is illegal under Dutch law, as confirmed by court rulings against N1 Interactive Ltd.

Once again, I find it deeply disappointing that JackTop chooses to publicly project professionalism while failing to demonstrate the same responsibility and respect in direct communication with its customers.

Dear Steef, I understand your frustration, but I have a procedure to follow as well. Just because your account is closed, I can't assume it has been treated as self-exclusion instead of regular closure. Difference is huge in this case, because the latter allows for reopening and continuation of play. If you can bear with me and allow time to get through the motions, that would be much appreciated.

Subject: Formal request for Alternative Dispute Resolution (ADR) details and escalation of unresolved complaint

Dear JackTop Casino Team,

I am writing to formally escalate my unresolved complaint and to request the details of your Alternative Dispute Resolution (ADR) provider.

I have raised multiple complaints over a prolonged period regarding your failure to act on responsible gambling signals and your handling of my requests related to account closure and player protection. Despite repeated attempts, I have received no substantive response from JackTop for months.

Under the current Curaçao gambling regulations and licensing conditions, licensed operators are required to:

Maintain an effective and transparent complaints handling procedure

Respond to player complaints within a reasonable timeframe

Provide access to an independent Alternative Dispute Resolution (ADR) body when a complaint cannot be resolved internally

To date:

My complaints have not been properly addressed

I have not received a final written decision

I have not been informed of the ADR entity affiliated with JackTop

This lack of response itself constitutes a failure to comply with your regulatory obligations.

I hereby formally request, without further delay:

1. The name and contact details of your certified ADR provider

2. Confirmation that my complaint has been escalated internally

3. A written final position from JackTop regarding my complaint

If I do not receive the requested ADR information within a reasonable timeframe, I will submit a formal compliance report to the Curaçao Gaming Authority, including evidence of prolonged non-response and failure to provide access to dispute resolution.

For clarity, this complaint does not concern dissatisfaction with gambling losses as such, but relates to:

Failure to act on responsible gambling indicators

Continued acceptance of deposits despite clear risk signals

Inadequate complaint handling and communication

I am giving JackTop this opportunity to comply with its obligations and resolve this matter through the appropriate regulatory channels.

I look forward to your prompt response.

Kind regards,

I fundamentally disagree with the statement issued by JackTop Casino, as it does not accurately reflect the content, context, or seriousness of my communications, nor the actual conduct of the casino during the relevant period.

It is incorrect to state that my earlier messages did not explicitly indicate a serious gambling problem or a need for protection. In my correspondence with JackTop’s VIP manager, I repeatedly and unequivocally stated that:

gambling was destroying my life

I needed to protect myself

I wanted to stop gambling

I had lost all my savings

I could no longer pay my bills

my gas and electricity had been disconnected

These were not vague or neutral requests for account closure. They were explicit indicators of severe financial distress and problem gambling, which under any responsible gambling framework should have triggered immediate protective measures.

Although JackTop states that my account was closed "immediately upon the final explicit request," this entirely misses the core issue. The issue is not whether the account was eventually closed, but that it was not closed at the time I repeatedly and clearly requested it, despite the serious warning signs I provided. During this period, my account remained accessible, enabling me to continue gambling and incur further losses.

JackTop’s assertion that my requests were treated as "standard closure requests" is precisely the failure at issue. Given the substance of my messages, these requests should never have been classified as standard. Instead of closing my account, the VIP manager repeatedly attempted to dissuade me, proposed temporary breaks rather than permanent closure, used personal and emotional language, and continued to offer bonuses and other incentives. In several instances, bonuses were credited after I had explicitly stated that I needed to stop gambling and protect myself.

The claim that I "continued to deposit and play" omits the crucial fact that this occurred because my account remained open despite my repeated requests for closure. This establishes a direct causal link between JackTop’s inaction and the additional losses I suffered.

With regard to refunds, I am aware of the general refund policy cited by JackTop. However, this matter goes beyond ordinary gameplay losses. It concerns a failure of duty of care and responsible gambling obligations, where a vulnerable player was actively retained rather than protected. Internal policies cannot override a casino’s responsibility to intervene when clear indicators of harm are present.

While JackTop refers to its Curaçao license and internal procedures, the documented communications demonstrate a pattern in which commercial interests were prioritized over player protection. Encouraging continued play, offering bonuses, and discouraging account closure in the face of explicit personal and financial crisis is incompatible with any genuine commitment to responsible gambling.

For the avoidance of doubt, my position is not that JackTop ultimately failed to close my account, but that it failed to do so at the point when it was necessary, despite repeated written warnings of serious harm. The resulting damage was foreseeable and could have been prevented.

Finally, for completeness, I confirm that I have engaged legal counsel specializing in gambling law and IT law. My preference remains to resolve this matter amicably. JackTop Casino is hereby invited to contact me with a substantive and good-faith proposal to resolve this dispute. Should such engagement not occur, my legal counsel will proceed with the necessary legal steps, at which point the full evidentiary record will be submitted to the competent court.

Kind regards,

Steven

Dear Steef,

Unfortunately, it seems like the casino has decided to stop responding and is not interested in resolving this issue anymore. I’m afraid there is not much that can be achieved without cooperation from their side. Since they did close your account, I will mark the complaint as "partially resolved" in our system, however it will still negatively impact their future safety rating on our website, once the weekly automatic recalculation happens. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot.

Then, you can contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. And while there, I would also recommend clicking the "Self-exclusion" button and send a request directly to the operator, as they can help keep you safe from other Anjouan-licensed casinos in the future.

Last but definitely not least, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej