Jackbit Casino - Player's winning were not credited to account.

On 24th March 2024 at 17:09:44 which is yesterday of me writing this complaint, I had placed a bet via Jackbit Live Casino game Mega Roulette. I had been playing the game for some time, and my last bet I had placed 100 dollars on the numbers 25-36 which if comes in, will 3x your money.

Once my bet had been confirmed, the roulette round began and the number 25 came in, resulting me winning 300 dollars back that round. However, within the same instance of winning the round, I had accidentally clicked the back button on my phone and it had taken me away from the game, I went back onto my Jackbit account and noticed that the winnings were not showing in my account, however the bet had been placed and the money was deducted. At first I did not think anything of this as usually the winnings are reflected straight away, however after soon time I soon began to panic as currently the winnings are still not showing and n my account. With my own eyes, I saw the number 25 come in and it state on the screen I had won 300 dollars back of my initial bet.

I contacted the live chat, and at first the advisors refused to help me and said that my bet did not happen. I was mortified and made out to be a liar. After several hours on the live chat, one advisor seen my bet and said he has raised a ticket for this to be investigated. I have also emailed Jackbit Casino however no one is getting back to me. Every time I connect to the 24/7 Live chat, the advisors keep ignoring my question and then close the chat down. I was also temporarily banned from using the live chat which fills me with no confidence that they are going to help me on this matter.

I demand Jackbit to conduct an investigation into the matter, and they will see that the winnings in this bet have not reflected into my account due to a technical issue on their side.

I also expect an apology on Jackbits behalf for the behaviour of their colleagues in which the way my issue has been dealt with. They have caused me a severe stress and anxiety.

Once my winnings have been returned to me I expect to be compensated for the loss of access to my money. Jackbit are happy to take money from me when bets are placed, however when it comes to paying my winnings this is another story.

I trust to hear back from Jackbit within good time and that my winnings are to be paid to me immediately.

kind regards,

Neildb998

Dear Neildb998,

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. Do I understand correctly that you see this bet in your game history but the result shows that you lost?

Do you have any evidence confirming that you really won this bet and what the exact result was?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for getting back to me so promptly.

Sadly, I did not have proof I had won the round, I did not take a screenshot of the winnings since I did not plan for the winnings to be unpaid and trusted Jackbit Casino to act in good faith.

The real bet in question does show on my transaction history and is in the screenshot provided.

Jackbit today have refunded my initial bet and returned the bet. Once I found this out, I have contacted Live chat support again as I believe returning the bet is not acting fairly. The Casino is happy to take players winnings when they loose the bet, so should be expected to pay out when a player wins a bet.

I have tried to withdraw the refunded bet however, my account has now been blocked today. So not only are they not paying my winnings to me they have now also blocked my account and I cannot access the funds in my account.

When I spoke to the Live chat today they told me they have decided to ban my account due to their Gambling rules, however when I questioned what rule I have broken they could not provide me with an answer.

The way in which the Casino has dealt with my issue has been nothing but unhelpful.

My hard earned money is currently held on an account I no longer have access to - this is fraudulent and stealing my money.

Hi Kristina,

I would like to add to the above that every time I try and resolve my issue via Live Chat, the agents keep closing my chat down causing me to have to keep going back into the live chat again and again.

I want my winnings to be paid to me which was $300 dollars and I would an explanation from the Casino as to why

1. My account has been blocked and I am not able to access my existing funds which is stealing my money by holding it without allowing me access.
2. I would like to how Jackbit had came to the conclusion of returning my bet, and why my winnings have not been paid out to me.
3. I would like to be provided with information on the specific bet I had placed, and the result of that bet, which will prove I had won $300 dollars.
4. I would also like to know why the Live chat agents keep closing down my chat and threatened to ban me from using the chat if I was to keep questioning my issue.

thank you in advance for your help

Kind regards,

Neildb998

Thank you for your reply, Neildb998. Unfortunately, if you don't have any proof that this was the result and the win wasn't recorded in your game history, there is not much we can do about it. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

If the bet isn't finished for some reason, the correct approach is to refund the value of the bet, which the casino did in this case.

Could you please clarify how much money you had in your casino account right before it was closed?

Dear Neildb998,

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.