Jackpot Capital Casino - Player's account was blocked.

I received an email notification from Jackpot Capital Casino regarding a missing deposit in my account, which was made using Bitcoin. My account was temporarily locked, but after settling the outstanding balance, I received confirmation via a phone call that my account had been reopened, and I was able to start playing again.

Unfortunately, after 2 hours of playing, my account was disconnected, and I have been unable to reconnect ever since. At the time of disconnection, my balance was at 15,000. 

After four days, I received an email from the casino stating that their management had decided to terminate my account. However, they are willing to return my original deposit to me.

I am willing to provide all necessary evidence to support my claims, including documentation of correspondence, screenshots of my casino balance, proof of payment(s) and any other relevant proof.

Dear mazziccas,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jackpot Capital Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if the casino explained why they are withholding your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Do I understand correctly the deposit via Bitcoin was processed in the end and appeared in your casino balance?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• Could you please explain if the casino explained why they are withholding your winnings?

Yes, according rule 20 of their T&C

• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

SLOTS

• Did you achieve your current balance with or without an active bonus? 

With bonus,

• Do I understand correctly the deposit via Bitcoin was processed in the end and appeared in your casino balance

Yes, I made several deposits using BTC and other cryptocurrencies, and from my end, all transactions were completed successfully. However, these deposits were not credited to casino account due to a technical issue in the blockchain.

I want to emphasize that this was not done intentionally, and I settled the deposits on my end before requesting the reopening of my account. This demonstrates my good faith and honesty in resolving this matter.

My deposits were indeed settled and cleared on their end, and upon reaching out to customer support and confirming that the deposit was cleared on their end, my account was reactivated, as per a phone conversation with a chat agent. Following these steps, I was able to log in again and make a deposit (available screenshot as proof). At that time, my account balance reached $17,000 (available screenshot as proof). 

However, merely two hours later, my account was deactivated once more without explanation.

Subsequently, I have been provided with a series of inconsistent deadlines for addressing the issue: initially 12/24 hours, followed by 48, and then 72 hours. On each occasion, their representatives have conveyed inaccurate information and have failed to rectify the situation.

Yesterday I received the follwing " Just so you know, we have rule number 20 agreed upon account registration which can be found here: https://www.jackpotcapital.eu/terms-and-conditions and outlines the reason why the management can decide to terminate a players´ membership."

Thanks for the explanation, mazziccas.

While we agree that the casino can choose to close players' accounts for any reason, casinos should not withhold balance or confiscate winnings without explanation.

Did the casino explain to you why they want to confiscate your winnings since your last message?

Could you please forward the communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru ? If there is any other supporting evidence, please include it as well.

Hi Tomas,

I wanted to update you on the situation with the casino. They did not provide a specific reason for deactivating my account, only citing a generic rule number 20. It's important to note that from my end, I can see the initial transactions as confirmed on the blockchain.

The story is quite simple, no matter how they try to spin it:

• I made a deposit to settle the outstanding balance.
• The deposit was cleared on their end.
• My account was reactivated, and I was able to log in, deposit, play, and win.
• After winning a substantial amount, my account was deactivated.

I am confident that if I hadn't won big, my account would still be active. If they genuinely wanted to keep my account closed, they wouldn't have reactivated it and allowed me to deposit in the first place. As a side note, I have made several deposits with them before without any significant winnings.

I will send you aneemail with additional evidence.

Thanks for your support.

Thank you very much, mazziccas, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mazziccas,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, the casino is not much cooperative with providing any evidence to explain their actions, but I will still contact the casino to shed more light on this matter.

We would like to invite Jackpot Capital Casino to join the conversation.

Dear Jackpot Capital Casino,

Can you please provide information regarding the player's closed account? What were the reasons for the closure? Although we agree that the casino can choose to close players' accounts for any reason, casinos should not withhold balance or confiscate winnings without explanation and should fulfill all financial obligations towards players prior to closing their accounts. If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

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.

We would like to express our sincerest apologies for any inconvenience caused by the recent decision to terminate our relationship with you. We understand that you had a remaining bonus balance, and it is with great regret that we had to make the difficult choice to discontinue any further play by canceling the bonus playthrough. To ensure fairness and transparency, we promptly refunded the full amount of your deposited funds. It is important to note that throughout the entire process, there was no point at which you had a withdrawable balance. We genuinely value your patronage and deeply appreciate your understanding in this matter. If there is anything else we can do to assist you, please don't hesitate to let us know.

Thank you for the response, Jackpot Capital Casino team.

Can you please specify which exact rules from the general rule number 20 of your T&Cs the player breached?

Please forward any supporting evidence of the potential breaches to me at michal.k@casino.guru

I trust this message finds you well. I write to you today with a heavy heart as my experience with your company and its affiliate casinos has left me disappointed.

In light of the recent closure of my accounts, it is my belief that the actions taken by your company have not been in good faith. The simultaneous closure of all my accounts across your affiliate casinos shortly after my complaint points to a rather alarming pattern of behaviour. This has led me to question the sincerity of your company's apologies and assurances. Instead of rectifying the issues raised, it seems that the response has been to mute the source of the criticism.

Moreover, the fact that I haven't received any refund, despite your apologies for any inconvenience caused, speaks volumes about the intentions of your company. My main concern, however, has never been the return of my deposit but rather the fair and transparent treatment of players. This recent behaviour appears to reflect a willingness on your company's part to disregard the very principles of fairness and integrity.

Thus, you may consider my complaint closed.

This, however, does not signify satisfaction on my end, but rather an unwillingness to further engage with a company that I perceive to be acting dishonestly. Gambling should be a source of thrill and entertainment, yet your actions have morphed it into a source of stress and disillusionment.

Best regards

Dear mazziccas,

We have received more information about your situation from the casino team which shed a better light on the matter. We understand the casino's approach but on the other hand, we understand your disappointment with the whole situation. The casino team could have handled this issue better and we understand you are not interested in continue playing in the casino. As we have been informed your last deposit has been returned and as the was no balance on your casino account this has been closed permanently.

As you have mentioned we can consider the complaint to be closed no further investigation will be done.

This complaint will be rejected 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.

Regards,

Michal