Jack21 Casino - Winnings confiscated without any specific reason.

Closed an account, all my letters are not answered. Today I logged into my account, played in slots. After a while, having entered my account, I saw no money in the account. in the chat they said the money was canceled, since there was a violation. My questions and request to indicate where there were violations, no answers were received. They wrote references to other bodies. 7 days have passed, but not a single letter has arrived in the mail. I clarify that the deposit did not make a big $ 22. I was very lucky that I won such money. I am disabled, for me it is a lot of money! My allowance is $ 70, this is barely enough for food. I need money for treatment. I was ridiculed in the chat, accused of drug addiction! and also threw off the link for rehabilitation in Kiev. I was put in a hopeless situation. I am desperate, what should I do? I don’t deceive anyone, I didn’t break the rules, and I don’t understand how to break it and what. Why do not indicate violations? My life is hell. I'm scared, I want to die (((

Hello, Alyona.

Thank you very much for submitting your complaint through our website. We are very sorry about the way you've been treated by the casino. We have just a few additional questions in order to understand your case properly. Did you play with a bonus? What parts of casino’s T&Cs did the casino support mention in your communication? Have you checked your e-mail spam folder, too?  The casino may have sent you an e-mail specifying the reason for their behaviour. 

Could you provide us with some evidence to substantiate your claims about unprofessionalism of the casino support?

Best regards, Jozef

Hello, Alyona.

We are extending the timer by 7 days. Please, be aware that in case you fail to respond within the given time frame, we will consider your issue as rejected and your complaint will be closed accordingly. 

Best regards, Jozef

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.