Jack Casino - Pelaajan voitot on takavarikoitu.

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Hello,

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?
• Could you please advise if you have passed the KYC verification?
• Is the payment method you have utilized registered in your own name?
• Are you currently able to access your account?

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

Hello Attila, 

Here are the answers to your questions:

1. Household/IP: No. No one else from my household or IP has an account here. I use my own mobile device and a permanent clean IP. No VPN.

2. KYC: Yes, fully passed. I completed both documents submission and the Live Video Verification with my ID in hand, approved by the casino.

3. Payment: Yes. All deposits came strictly from my personal private Trust Wallet. No third-party accounts were ever used.

4. Access: No. I am completely blocked from my account and live support chat immediately after they cleared my balance under "Admin Cashdesk Withdraw".

Update on my case:

​I have just received an official email from Jackbit Casino support (which I have attached/screenshotted for your review).

​In the email, they claim a violation of sections 9 and 10 of their Terms and Conditions, but they failed to provide any proof, as their allegations are completely false. I want to emphasize again:

​I completed a full live video KYC verification, proving my identity beyond any doubt.

​I used a single, fixed device and IP address with no VPN.

​All funds were deposited from my personal Trust Wallet, and I played with Raw Cash only (no bonuses).

​Most importantly, in their email, the casino explicitly admits to confiscating not only my winnings but also my original deposit ("also the deposit of 20 percent, have been deducted"). Confiscating a player's deposit after a full video KYC is completed is a severe violation of fair gaming standards and completely unjustified.

​I have already replied to their compliance department (compliance@jackbit.com) demanding a full review. I am providing this email to you as clear evidence of their unfair practices and their admission of withholding my deposit.

​Please assist me in holding them accountable. Thank you.

I confused in the pic now it's good

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, Martina (martina.b@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,

Attila

Dear Vespa2,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jackbit Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are acting this way without any reasonable explanation as to why they decided to keep $28,000 for themselves and close the account.

This is the behavior of scammers and dishonest operators. I will not let this go. I will continue to pursue this matter and will also file a lawsuit with the help of a lawyer if necessary.

They have provided no valid justification for confiscating my funds, and I expect a clear explanation for their actions.

Dear Martina,

Firstly, we would like to apologize for the delay in responding to your inquiry.

Following a thorough review conducted by our Fraud Prevention and KYC teams, concerns were identified during the identity verification process indicating that the documents submitted may not have belonged to the registered account holder. As a result, we requested a full video verification to further assess the account.

During the video verification process, our team determined that a third party was involved, which reinforced the concerns previously identified during the document review, which goes against our platform's Terms & Conditions of use.

Should you require any further information or clarification, please do not hesitate to contact us, and we will be happy to assist.

Sincerely,

Jack Casino 

Dear Martina,

I strongly disagree with the casino's claims.

There was absolutely no third party involved in the ownership or operation of my account. The account is mine, the documents I submitted are mine, and I personally completed the verification process.

I still have the video that I sent to the casino. The only reason another person was present was because a friend helped me hold the phone while I was recording the verification video. That does not mean a third party was involved with the account in any way, nor does it justify the conclusions the casino has drawn.

Confiscating $28,000 based on such an assumption is completely unreasonable and disproportionate. There is no legitimate justification for seizing such a large amount of money when the account belongs to me and I fully cooperated with every verification request.

I am willing to provide you with all the documents, videos, emails, and materials that I submitted to the casino so that you can independently review the evidence and make your own assessment of the case.

From my perspective, it is absurd for the casino to use the fact that someone helped hold my phone during a video recording as grounds to confiscate my winnings and close my account. I respectfully ask that this matter be reviewed carefully and based on actual evidence rather than assumptions.

Thank you for your time and assistance.

Martina,

I would like to follow up on my complaint, as the deadline for your response has already passed several days ago.

I have fully responded to the casino's allegations and clearly explained that there was no third-party involvement in my account whatsoever. The account is mine, the documents are mine, and I personally completed every verification request.

The casino's entire claim appears to be based on the fact that a friend briefly held my phone while I recorded the verification video. That does not mean anyone else owned, controlled, or operated my account. It certainly does not justify confiscating $28,000 and permanently closing my account.

I have also offered to provide all the videos, emails, and verification materials so that you can independently review the evidence instead of relying solely on the casino's assumptions.

Since the response deadline has already passed, I would appreciate an update on the status of my complaint and your assessment of the evidence. I respectfully ask that this case be decided based on actual facts and proof, not assumptions made by the casino.

Thank you, and I look forward to your response.

Dear Vespa2,

I would like to review the video of the verification.

Dear Jack Casino,

Could you please send the verification video to my email address: martina.b@casino.guru?

Thank you very much in advance.

Dear Martina,

Thank you for your message.

I have already sent you the verification video by email. I hope that after reviewing it, you will see that there is absolutely no logical or legitimate reason to confiscate such a large amount of money based on a KYC verification video.

The video clearly shows that there was no third-party involvement with my account. I sincerely hope that, after watching it, you will reach a fair conclusion.

Thank you for your time and consideration.

Dear Vespa2,

We have discussed your case internally and, after carefully reviewing all the available information, we have reached the conclusion that we are unfortunately unable to assist you any further with this matter. The primary reason for this decision is the confirmed involvement of a third party.

One of the key aspects of the verification process is that the player must participate in the verification call independently. Based on the evidence available to us, we found that this requirement was not met.

I would like to assure you that, as an independent mediator, we have thoroughly reviewed all the information and evidence provided by both parties. Our conclusions are based solely on verified evidence and our independent assessment, without influence from external pressure or assumptions.

You are, of course, entitled to disagree with our conclusion. If you believe your position is justified, you are welcome to escalate the matter to the relevant licensing authority for further review.

I am sorry that we were unable to achieve a more favorable outcome for you, and I wish you all the best moving forward.