The player from Germany had encountered difficulties when he tried to withdraw his winnings of $8300 from Jackbit Casino. Despite having passed the KYC verification and having made successful withdrawals in the past, his account was suddenly frozen and put under investigation. The issue was primarily related to his sports bets. We had recommended the player to seek assistance from websites specializing in sports betting complaints, as our team lacked the necessary expertise in this field. Consequently, the complaint was rejected due to our inability to provide a competent resolution.
Jackbit Casino - Player's account has been frozen.
Amount: €8,500
Jackbit Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Hello dear Casino Guru team,
After depositing over €2000 at Jackbit, having won much, and successfully managing to withdraw a large sum, my account was suddenly frozen as of today. I can still log in, however, I am unable to request a withdrawal or play on the account. The day before yesterday, I was asked to fully verify my account, which I promptly did.
Just yesterday, I even received another payout from Jackbit. The live chat support informed me that my account is currently under investigation, but they did not provide a time frame. I have not played with a bonus. Despite prior positive experiences with Jackbit, the significant amount of money involved is causing considerable anxiety. I hope to quickly receive my money as it represents a sizable sum for me.
Best regards, Leo
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6 months ago
Dear Teoatsv,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you successfully passed the KYC verification?
Do I understand correctly that you already received several payments from this casino?
Please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
Hello Veronika,
many thanks for the quick response.
Yes, I have successfully passed the KYC verification.
Yes, I have already been able to successfully withdraw funds.
Unfortunately, I don't have any conversations with Jackbit, apart from the conversation with the live chat this morning when I was informed that my account was under investigation, unfortunately I didn't archive any of it.
Of course, I can attach screenshots of the checked documents from my verification if necessary, since I can still log into the account but cannot do anything there as described.
Thank you and best regards
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6 months ago
Could you please specify which features of the casino have been disabled for you? Are you able to play any games?
Could you please specify the amount of money in your account that is frozen now?
What types of games have you played prior to the investigation?
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6 months ago
Translation
I can move around Jackbit freely, but I can't play games anywhere. I cannot make withdrawal requests either.
$8300 is frozen and there are still 2 open bets.
Before I only bet on sports without a bonus or anything like that.
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6 months ago
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Update:
Jackbit informed me by email that I should pay out the entire balance, without any further communication
A withdrawal request has been made, I will update when I have received the money and then the case can be closed with a positive outcome.
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6 months ago
Thank you for the update.
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Veronika
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