The player from Denmark had deposited 7,000 euros in crypto and successfully played to a total of 20,000 euros, but his withdrawal of 19,500 euros was rejected due to a payout limit related to rakeback received during gameplay. He expressed confusion and frustration over the casino's policy, feeling deceived after a positive experience. The issue was resolved when the casino acknowledged an error in deducting the amount from his balance and returned the funds to his account.
Jackbit Casino - Player's withdrawal is delayed due to rakeback limits.
Amount: Ξ6
Jackbit Casino
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RESOLVED
Case summary
3 weeks ago
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1 month ago
i deposit about 7000 euro in crypto ETH at this casino today and i am lucky to play this up to about 20,000 euros (6.2 ETH) that i try to pay out
I have successfully made deposits and withdrawals on the site before.
An hour later i receive an email that my payment has been rejected - 500 euros is returned to the account, which I have to pay out befoor i Can make any other bets.
I write back and ask for the remaining 19,500 euros, here I get a message that this payment has been rejected.
I Then understand that it is because during the gambling with the 7,000 euro deposit I have have been given rackback from the site. approx. 1 per thousand of the turnover on the games I have mainly
i think 200 euros worth of rakeback points And now 10x what they have given me in rakeback, is my payout limit -
and my deposit and winnigs are now held back by jackbit
this makes absolutely no sense,
From a wonderful feeling of winning to the feeling of being fooled in a few hours
Lasse
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1 month ago
Dear Lassedkok,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your withdrawal request and the confusion surrounding the rakeback. We understand how disappointing this must be, especially after a successful gaming session.
To help us better understand your situation and investigate further, could you please provide the following details:
- How often do you typically receive rakebacks from the casino?
- What is the usual procedure for activating or receiving rakeback, and were you notified when the bonus was applied in this case?
- Did the casino provide any specific terms regarding the payout limit based on the rakeback points?
Your cooperation is essential for us to move forward with resolving this matter. Without your input, we won’t be able to proceed and assist you in resolving the issue with the casino.
If you have any relevant communication with the casino, feel free to forward it to petronela.k@casino.guru, as this could help clarify the situation further.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
Translation
The rackeback scheme is the casino's VIP scheme. - here you can pay out the amount to your balance every time you have saved 5 euros in points. - the games I have played have only saved rakeback to a very small extent.
therefore, for many thousands of euros, I have received less than 200 euros - I don't remember the exact amount - and can't see this on the page.
Where you exchange vip points for credit, there are no terms or conditions that you have to accept.
I have often exchanged 5 euros at a time -
after the payment I exchanged 55 euros in rakeback - it was my biggest exchange of points
on the page casinos refer to with terms it appears that they limit winnings obtained on rakeback to 10x
However, this is subordinate as rakeback has not had an impact on my winnings of 20,000 euros since this was won with deposits on the same day of 7,000 euros
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1 month ago
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I can attach some additional documentation here, the picture in the last post shows my vip status and a total of 19821 points saved, corresponding to $198
attached to this post are my payments to the casino on the day. -
the big win is won with 500euro stakes in a game called chicken - elsewhere known as mines
further I can see if I select all transactions the last 9 transactions where a point exchange of 0.007 eth corresponding to 21$
7 slot machine bets which end in loss are then shown and then the payout of 6.2 eth which is rejected appears at the end.
I have asked the casino's live chat for a complete transaction list which can document that previous point exchanges have not resulted in winnings or a way to obtain the 20,000 euro payout
g. , but they cannot forward it for "security reasons"
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4 weeks ago
Hi Lassedkok,
Thank you for your responses.
- Thank you for your responses. Am I correct in understanding that you requested the point conversion 12 minutes before the withdrawal and placed five bets in between these two actions?
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4 weeks ago
Translation
Correct
I have continuously made point conversions of small amounts, the last one I made and the only one I can see in transactions is correctly understood 12 minutes before the withdrawal request.
At that time my balance on the account is about 20,000 euros - and I get about 21 dollars exchanged in vip points which I do not get a return on - I would like to be able to show an overview of the other conversions, but cannot get it from the casino.
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4 weeks ago
Translation
I have forwarded an email just received from the casino's complaints team to
Their reason for confiscating my payout is that vip point exchanges have a maximum gain of 10x the point redemption.
IF my balance had been at 0 when I redeemed these points and I had won the 20,000 euros with this money this would be understandable
however, this is not the case.
the exchange of points, as I remember, took place with many 1000 euros in the balance and subsequent deposits. A transaction history will be able to support this
- if this is the case then mine will
deposit and balance immediately be worthless because they give a turnover-free bonus - i.e. a trap.
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3 weeks ago
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the case is solved! And they sent the money anyway!
100% safe because of my post on this page and in your Forum!
thanks for a fantastic help!
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3 weeks ago
Dear Lassedkok,
We've carefully checked your issue with our relevant team and unfortunately, the amount from your balance was incorrectly deducted. we've now returned the funds to your account and you're free to use it however you'd like.
We truly apologize for the misunderstanding and inconvenience and hope you continue to enjoy our platform. If you require any further assistance please do not hesitate to reach out to us via live chat or email at Support@Jackbit.com
Sincerely,
Jackbit Casino
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3 weeks ago
Dear Lassedkok,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
Thank you, Jackbit Casino Team, for your response and for reconsidering the player’s issue.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
