Hidden Jack Casino - Pelaajan voitot on takavarikoitu.

am filing this complaint regarding HiddenJack Casino.

On 17-02-2026, I won €14,000 and immediately requested a withdrawal. Approximately four hours later, my withdrawal was rejected and my entire balance was confiscated.

I was informed via live chat that I allegedly violated the Terms & Conditions by having multiple accounts. This accusation is completely false. I have only ever created and used one account on this platform.

I have formally requested:

Evidence supporting the multiple account claim

The specific T&C clause I allegedly violated

Technical proof (IP logs, device data, linked accounts, etc.)

Confirmation of their official gaming license and license number

So far, no concrete evidence has been provided.

I was also fully verified at day 1.

also i have deposited more then 20.000 euro

Confiscating €14,000 without transparent proof is highly concerning. I respectfully request CasinoGuru to mediate this case and ask the casino to provide verifiable evidence for their accusation.

weird part is that they say i violted the terms, and all the winnings are removed. But they added 100€ on my account that i can withdraw. Like what’s the point?

I am prepared to provide screenshots of my balance, withdrawal request, and chat conversations. I have all the converstations with the livechat, also i sended them a mail and in waiting for a response.

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.

Dear player,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards,

Attila

Hi Atilla, yes my wife has a account on the same casino too, before she created a account we asked from livechat if we are able to create another account or if its 1 account per houshold or per person, i also have a screenshot about that conversation and i will add it.

mailed my vip manager, and sended the support 2 mails, no response in 48 hours.

Thank you for clarifying. Is there a possibility that you have both played from the same account? Have you ever deposited through the same payment method?

Once, like 1,5 month ago i had accidently deposited on my wife’s account, reason of this was I thought that i was logged in on my accoun, her phone battery dies quick and if that does she take my phone to play. She was logged in and i deposited 3x back to back on her account. Once i had discovered that ( like in 15 minutes ) . I immediately contacted the live chat to tell this ( i know that this is against the rules ). And i told them that i have accidently deposited on my wifes account. They told me not to do it in the future or that will result into a ban. I told them that it was happened by accident and it won’t happen again and i will check the account’s name without depositing first.

this happened on my wifes account 6 weeks ago. After this happend i lost like 15.000€ on my account in 6 weeks.

the winnings that hey are not paying out, are on my account. My wife has nothing to do with this, also i dont know her password of her account. And she had’nt played for like 7 weeks.

I still don’t have a reply from hiddenjack, i check my mails daily. They won’t respond to emails. I had even asked them 3 months ago to close my account, even they didnt do that lol..

Maybe also good to know ; me or my wife never took a deposit bonus. Never

Dear Player,

Thank you for your response. I would greatly appreciate it if you could share the conversation between you and customer support that you referenced in your previous message. You can contact me via email at attila.g@casino.guru, or feel free to post the screenshots here. Furthermore, could you kindly clarify whether the €14,000 was confiscated by the casino or lost during regular gameplay?

Thank you for your cooperation.

Dear kagangun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Atilla, i hope ur doing well. 

I've tried to get the conversation now on my wifes account, but it says that her account is disabled, my account is still working. 

They put 100€ in my account that i can withdraw lol. 

The casino removed the 14.000 6 hours after i withdrawnd it. 

The mistake ( that i deposited on the wrong account ) happend a time ago, after that i have played a month and deposited more then 15k, that was not a problem. But after a month when i had won, i withdraw and after 6 hours all the withdraws are automaticly canceled, got no reason. I had to contact the livechat to learn about why my withdrawals were cancelled. 

I hope we can work this out, i want to get the conversation from my wifes account that ive send them a message through livechat that i've discovered that i deposited accedently on my wifes account, and they told me not to do that, i told them it was by mistake because when your logged in you dont see a username somewhere on the homepage, you have to go to the settings to see who's logged on. But because her account got blocked now, i can't get the converstation.. 

Dear Player,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from your household has an account at the same casino.
• The same device has been used to access both accounts.
• The same payment method has been used for deposit into both accounts at least once.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device and funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you and your spouse share a household, and access the casino from the same mobile phone, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of shared device and payment method usage, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

This rule is also outlined in the casino's Terms and Conditions:

YOUR WARRANTIES

4.1 By opening an account on our Website and by using our Website you warrant that:

...

 the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Further:

Use of player’s account

Each player can create only one (1) personal account.

Each player is allowed to create only one (1) personal account. Only one account is allowed per one household, email address, telephone number, IP and shared computer.

Creating multiple Player Accounts by a single player can lead to termination of all such accounts. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

...

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila