HomeComplaintsJackie Jackpot Casino - Player was accused of breaching a maximum allowed bet.

Jackie Jackpot Casino - Player was accused of breaching a maximum allowed bet.

Amount: Can$1,900

Jackie Jackpot Casino
Safety Index:Very high
Submitted: 13 Jul 2021 | Case closed : 27 Jul 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Canada is dissatisfied with the bonus policy. He was accused of breaching the maximum allowed bet. We rejected the complaint because the player didn't respond to our messages and questions and breached the maximum allowed bet.

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2 years ago

Opened Account with Jackie Jackpot Casino on July 10, 2021. Did some research on the casino before opening account with them and that they accept players from "Canada". Deposited $40 CAD, got 100% welcome bonus match for $40CAD. Deposited with my Visa Debit Card. Reviewed the "Bonus Policy" of the casino, which says , Bet Abuse is "if you place bets equal to or more than Euro 4.00 dollars. I am playing with Canadian Dollars, my casino account clearly shows that my currency is set up as CAD & NOT Euro dollars. I have accounts with other gaming providers, which only use currency to play in "Euros" and I play in Euros then by following their policies. but with Jackie Jackpot, it was with CAD dollars. I started playing this Microgaming game "Amazing Links Zeus" , started placing bets per spins at $2 CAD, moved up slowly to $3 CAD , then to $4 CAD and then $5 CAD. As mentioned earlier Bonus Policy clearly states no bets equal too or  more than "EURO" 4 dollars.  Was suppose to wager $1400 CAD before can withdraw. Completed the Wagering successfully. My account went to over $2,000 CAD in Cash Balance and I ended up withdrawing $1,900 CAD. Uploaded all my verification documents on July 10, 2021 itself. July 12, 2021 I received an email from Support that kindly cancel the current withdrawal and require it through "Wire/E-wallets" withdrawal option. I did the same day $1900 withdrawal with Wire Transfer request. Today I went to chat with them asking about withdrawal status , and they said what withdrawal request are you talking about. Were extremely unprofessional, I told them, you are at work, please behave professionally. I said its Euro 4 dollars that is the issue , he said " no you cannot place more than $4 CAD, and I told the live support agent that its is NOT written in their bonus policy that CAD cannot be more than or equal to $4 CAD. It says not more than or equal to 4 Euro Dollars. I gave them screen shot showing "Approved" $1900, and then they said its Dormant Expiration and your account is in breach of placing bets higher than allotted , which I am assuming is $5 CAD. I said I played with CAD , my currency in your casino is set up as CAD and your Bonus policy says that you cannot bet more than or equal to Euro 4 Dollars. I bet $5 CAD, which is between 3 to 3.90 Euros and I am within my right to place bets in CAD, because my account Currency is set up by the Casino is CAD.


Long story short, I dispute this cancellation of my winning, because I highest bet I placed was $5CAD per spin , which is NOT more than or Equal to Euro 4 dollars. It’s a very common standard practice of $5 CAD max bets placed on spins that Majority of Casino Operators state in their Bonus Policy. This is Euro 4 Dollars and not CAD $4 

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2 years ago

Dear Ankur,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs (https://www.jackiejackpot.com/info/bonus-policy/) using a Canadian VPN and I see all the values in Canadian dollars and not euros. Please, see here:

 file

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs more carefully before you start playing to avoid any misunderstandings in the future. Also, contacting the casino's support would be a good idea in this situation to make sure that the maximum allowed bet only applies to accounts created in euros. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject this case. Thank you for your understanding.

Best regards,

Kristina

Edited by a Casino Guru admin
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2 years ago

Dear ankur,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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2 years ago

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.

Edited by a Casino Guru admin
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