The player from Chile had deposited $125,000, received a 100% bonus, and played until he had reached a balance of 5,000,000. When he had tried to withdraw, the casino had stated that he had broken the max bet amounts rule and credited the original deposit back into the account, significantly reducing his balance. The player had disputed the casino's claim and had asked for a detailed explanation. The casino had responded by explaining that the player had bet more than the max bet limit. The player had argued that he had used the bonus purchase option, which he had believed did not violate the casino's rules. The casino had maintained its stance and the player's account had been disabled. The player had not been satisfied with the casino's response, but had decided to close the case. The issue had remained unresolved.
Jackie Jackpot Casino - Player's winnings have been confiscated.
Amount: $125,000 CLP
Jackie Jackpot Casino
Safety Index:Very highOther
REJECTED
Case summary
I deposit $125.000 and got bonus of 100%
I play singly bet snd purchase nonuses round. When i roll over i keept playing until.i got a balance of 5.000.000.
When I trayd to take the money thd casino says i brske the rulls of the casino on max bet amounts and that my original deposit was credited to the account.
They reduce my balance to 12.500 wich is much less of mt deposit. I request an deteil.explination on ditch bet (time ond amount and winings) i brock the ruls. Under the policy is no clments on buying bonus round and they revers the bets that did mot meet the policy not all my wining.
The casino just said they are looking into.my case.
Hello hbarzelatto55,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackie Jackpot Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was this the first deposit bonus or other one? When was the last time you spoke to the casino and what was it about?
Would it be possible to forward your deposit/bonus and betting history to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Hola Nick, como estas? Mi cuenta ya esta verificada y fue verificada en el proceso de solicitud de retiro, fue lo primero que me solicitaron. Devio ser el 22/02/2024 aprox
El bono es el del primer deposito
Desde que me llego el correo sobre la cancelacion del retiro el dia 23/02/2024 he hablado con ellos en varias oportunidad y la respuesta es que lo analizaran.
Te envio el historial de transacciones (depositos y retiros), el de apuestas no encuentro como descargarlo y es muhas ya que para poder rollover x50 un bono del 100% hay que jugar harto. Pero lo intentare.
Lo otro que el monto de saldo que dejaron en mi cuenta es el 10% del deposito inicial, nisiquiera el deposito inicial.
Te envio los documentos al correo señañado
Muchas Gracias
El detalle del correo enviado es el siguente:
"Dear Mr/Ms Humberto,
We are contacting you in regards to your pending cashout in your JackieJackpot account.
We would like to inform you that your current pending cashout has been declined.
As stated in our bonus policy, Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements.
We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than $3,000 or $375 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met
Please note that the original deposit is available in your account.
Sincerely yours
Payouts team "
Hello hbarzelatto55 and thank you for all the information provided. As you have not received back your last deposited amount, and we need more information regarding the cancelation of your bonus winnings as well, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you hbarzelatto55 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Jackie Jackpot Casino for their help in resolving this complaint. We would like to know what can we do to help resolve this issue.
Thank you!
Hello everyone,
Thanks for reaching out and we are more than glad to explain the issue above.
As stated in our bonus policy, Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements.
We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than $3,000 or $375 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met. Our respected player hbarzelatto55 was betting upwards of $ 48,960.00 on the game Mustang trail – which is significantly more than the $ 3,000.00 max bet limit.
Therefore in accordance with our Bonus Policy his winning were confiscated in excess of his original deposit.
For any future questions, we are at your disposal.
Jackie Jackpot Casino
Dear, what I did was use the bonus purchase option, a function that is available and is not prohibited nor mentioned in the bonus policies. This feature no longer qualifies in the aforementioned policy since you directly enter the bonus round. When buying a bonus with a bet of 1,000 on Mustan Trail the machine charges you 50,000, but this is not a one-time bet since again, this is equivalent to 50x bet to have the possibility of playing the bonus.
Since this is not mentioned in the bonus rules, I consider and it is clear that it does not violate the casino rules regarding bonuses
Thank you for the clarification Jackie Jackpot Casino representative. Could you please provide me with a gaming history of the player for review to my email? (peter.c@casino.guru)
Thank you in advance for your cooperation!
Hello, today I tried to log in to my account to check the status of my case and I get that my account is disabled. the exact message "Your account has been disabled."
I sent them an email asking about the reason for this and the status of my complaint and they only replied that "my case is being reviewed by the competent people."
Thank you
Hello everyone,
Our player hbarzelatto55 has broken the bonus policy which is part of the terms and conditions he agreed to when playing. He has placed bets over €4 - 4225 Peso, whilst having a bonus balance.
Additionally, this case is already in the hands of the Case Manager from Aspire Global and they will be updating hbarzelatto55 via email he used to register on our site.
Further communication with Aspire Global dedicated team must be continued via email because of the security and privacy reasons.
Thanks for the understanding and I hope that this will be explained and solved very soon!
Jackie Jackpot Casino
Thank you for the clarification, I kindly ask both parties to please keep me updated about any further developments. Thank you in advance!
Dear Jackie Jackpot Casino, is it possible that you give me the Aspire Global email address, as well as send me the log of my games so I can send it to casino guru since it is important to me that an independent party gives us the opinion on this before making a complaint to the regulatory body.
My observation in this case is that nowhere in its bonus rules does it expressly refer to the "bonus purchase" function available on the machines. In many other casinos they explicitly clarify that this is prohibited or will be taken as a single bet. Having said this, in its regulations this is not described, so it is open to your discretion and in this case as luck would have it, instead of paying the winnings it was unilaterally decided to collect these, without there being an explicit rule in the regulations . This at least is unclear and in my opinion an abuse on your part.
The second thing, my account is blocked so I have no means to contact them if you don't send me the contact email.
Stay tuned
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello everyone,
Let me inform you that Aspire Global support team has contacted our player hbarzelatto55 already on the email that he used to create his account to Jackie Jackpot casino. Kindly make sure to get in touch with them as soon as possible via email so you can address the issue with them directly and have your account unblocked.
When it comes to the bonus policy, we are attaching the screenshot below where it summarizes the bonus policy information (you can find it in the Bonus Policy link in the footer, section 2 - Promotional play restrictions):
Again, please make sure to check your email since the Aspire team has already contacted you there.
In the meantime, we are at your disposal for any other questions.
Jackie Jackpot Casino
Hello, you added esaultimq part, due to my complaint. That wasn't there. If it had been there I would be making complaints.
About communication with you, the last one runs from mail@jackiejackpot.com It is from March 11 with case 3636570 they told me that they would escalate my case.
I don't have more recent cirreos
Good morning, I sent a request through the contact form requesting the resending of the email where they respond to my complaint and the reason why my account is blocked but I have not received a response.
This is the only form of communication with the casino.
The casino contacted me responding to my complaint. Do not be satisfied with this, since I consider it unfair that the purchase of tickets is considered a one-time bet. Because of what you sent in your policy and I am sure that when I read it it was not edited. I have no proof of that, so I have nothing left but to express my opinion that the casino is acting unfairly and ask them to close the case.
Thank you very much for the help.
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
Kind regards,
Peter
