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Subject: Formal Complaint Regarding 107 xrp Missing Vault Funds – Jacksclub.io

To Whom It May Concern:

I am writing to formally file a complaint against the online casino Jacksclub.io regarding the disappearance of funds stored in my account's vault and the lack of response from their support team.

Account Information:

[hidden by Casino Guru] Jacksclub.io:

Date of Incident: July 2, 2025

Total Missing Amount: 107 XRP

Details of the Incident:

On July 2, 2025, I deposited a total of 107 XRP into the vault feature of my Jacksclub.io account through five separate transactions:

10:41 – 14 XRP

10:42 – 20 XRP

10:43 – 13 XRP

10:47 – 15 XRP

10:54 – 45 XRP

These transactions occurred after my last vault withdrawal of 15 XRP thay was at 10:39. There were no further transactions removing funds from the vault after that time . The 107 XRP was deposited in and never taken out

Contact with Support:

I contacted Jacksclub.io’s support team on July 11, 2025, at approximately 18:00, provided complete transaction details, and included screenshots as evidence. Support acknowledged the issue and told me to wait 24 hours for their internal investigation. However, as of today’s date, 7/17/2025 no response or resolution has been provided, and my funds remain unaccounted for.

Desired Resolution:

Immediate investigation into the missing vault funds

A full restoration of the 107 XRP

An official response and explanation from Jacksclub.io

If proven in violation, I request that relevant disciplinary actions or license review be considered

Attached Evidence:

Screenshots of transaction history

Copy of my communication with Jacksclub.io support will be attached as well.

I respectfully request that this complaint be reviewed and investigated.

Please confirm receipt of this complaint and advise me of any further documentation required. Thank you for your time and assistance with this.

Sincerely,

[hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

So the funds were on my account in my wallet but they have a storage area on each account called a vault. You can store funds from your wallet there to keep them separated. So essentially I moved my funds from my main wallet to the vault wallet for safe keeping. It's a wallet within the account. The transaction history records each deposit and each withdrawal from the vault. So I stored it on my account and then when I went to retrieve it the funds were gone but the transaction history shows I did not remove the funds out of the vaults wallet.

Do you have any screenshots or chat transcripts that could be helpful in our investigation? We would need a screenshot showing the deposit of all five transactions into the vault; a screenshot showing the current balance of the vault; a screenshot from the main wallet transaction history, proving that the 107 XRP was not withdrawn back from the vault; screenshots, emails, or chat transcripts of your conversation with Jacksclub support. You can send this evidence to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear Red333Ace,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.