House of Jack Casino - Pelaajan kotiuttaminen on suunnattu väärin.

HOUSE OF JACK is claiming they paid me when I NEVER RECEIVED MY WIN.

On March 5th, HOJ requested for me to send them a recent utility bill as the one on file expired to process my win. Then they started emailing me stating they could not pay me using cryptocurrency as they were having technical issues. This went on for a whole week and they were insisting on me withdrawing using interac. I refused and requested they pay me using the same BTC crypto address that was verified on wallet and used many times to withdraw from their casino for several years.

On March 9, HOJ started sending me emails stating : JACKS PAID OUT YOUR WITHDRAWAL.

I thought nothing of it thinking it would probably take a day or 2 to receive funds on blockchain. But after a while, I realized I was not paid, I proceeded to email the casino. They confirmed they had paid me in small increments to an ETHERIUM address that was unknown to me, more precisely, 500 €; 445 €; 310 €; 350 €, 910 €; 299 €; 1305 €; 1865 € on March 9 2025 which doesnt coicinde with my usual withdrawal patterns.

I proceeded to tell them I never received these funds and that I dont have an Etherium wallet. The casino then sent me screenshots of two "supposed" chats they had with me on that day. THOSE CHATS WERE NOT ME. I asked chat to provide IP address for that chat, and they told me conversation was registered in Ontario, close to Toronto. I live in Quebec, Blainville. Clearly I was not the person on chat.

Also, casino claims, as you can see on screenshot, that person from Ontario connected using MY device which is very unlikely since my device is located in Blainville and Ontario has strict gaming laws prohibiting access to online casinos. So how would I even be able to enter the casino website if I was in Ontario?

Also, casino always requests the person who connects to identify themselves giving out information as name, address, phone number, date of birth. This was not done on this supposed chat with me which leads me to think this was possibly an employee accessing my account. (emails i can forward to you ).

House of jack is not even trying to help figure out what happened here, this is very disapointing. Clearly something is going on here and the small increments paid and time stamps ( 3:15 am) should have been the first warning signs that something was off.

Most importantly, I NEVER used Etherium to deposit in my casino account that ive had and played for years on. It would not make any sense for casino to allow a withdrawal to a cryptocurrency thats never been used on account.

Please help me as I dont know if this is an internal job or if casinos security has been compromised. In any case, I never received my funds and I need casino to hear me out and look into this.

Dear Assiette,

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

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

• Could you please share with me the communication in which you confirmed you wish to be paid on your Bitcoin wallet?
• Do I understand that the casino provided you with the communication transcript that took place later specifying the Ethereum wallet? Would you be able to share it with me?
• My email is tomas@casino.guru

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for the emails. I understand your frustration.

From the emails and chat transcripts you provided, it's impossible for us to determine that you weren't the one who requested a withdrawal via an alternative payment method.

Also, I checked, and the casino's website seems accessible from Toronto, Canada:

Please let me know if there is any other information I might not have considered regarding your complaint.

Dear Assiette,

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.

I apologize, but it will be impossible for us to proceed and ask the casino to credit you with these funds or leverage our position as a mediator, based on the provided information.

If your funds were stolen, it's the fault of the perpetrator first, and the incident should be reported to the police or authorities as a cybercrime.

Since we can't take any further action, the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.