Jackpot Capital Casino - Player's winnings were confiscated.

Hi,

Jackpot Capital void my winnings of $7100 saying:Your account has been reviewed, and the decision has been made to permanently close your account, as it did not pass our security checks. This decision will not be reversed.

this is funny i deposit there thousands of deposits each day this was okay?! i was VIP player ,my account was already verified after I sent many documents ,they are not answering any of the emails and I am lost for answers .

Can you please help to get my fair winnings back?

Thank you very much!

Dear nusmahti,

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 better understand the situation.

Could you please explain how long have you been a player in the casino? Have you accumulated your winnings using a bonus? Which games did you play? (slots, live games, multiplayer)

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,

Tomas

Hi

i have been playing there almost a year during this period I deposited over thousands and thousands of $ I got paid as well few times before. I play with bonus but I didn’t pass the maximum bet allowed so that’s okay. I play slots as I always love to do so.

Thanks for your patience, nusmahti.

Is there any relevant communication between you and the casino you might share? Please forward any relevant chat transcript or emails from the casino to my email tomas@casino.guru. I'll look forward to your reply.

Hi,

i have sent you the email, please check.

Regards

Amir

Thank you very much, nusmahti, 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 nusmahti,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will 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 some information regarding the player's closed account? What were the reasons for the closure? If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

Based on our investigation, we have found evidence of fraudulent activity on the player's account. As a result, our management team has made the decision to close the account and void any winnings. We apologize for any inconvenience this may cause, but please understand that this decision is final and cannot be reversed.

Dear Jackpot Capital Casino,

Please forward me the evidence of the fraudulent activity accusations to 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.

Hi there

Unfortunately, I am unable to disclose any further information or evidence to outside parties, including the moderator.

If you have any further questions or concerns, please do not hesitate to contact me. I appreciate your understanding in this matter.

Dear Jackpot Capital Casino,

I can understand your concerns about sharing confidential information. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator. We take privacy seriously and we don't share private information with 3rd parties as per our company policy.

Dear Jackpot Capital Casino, please understand that without any relevant proof to back up your claim, we would not be able to judge this situation completely and we will be forced to close this complaint as unresolved - insufficient evidence from the casino and that will have a negative impact on your casino rating. We will as well recommend the player contact the gaming authority.

I understand that we can't force you to cooperate with us, but we have a good relationship with thousands of casinos and helped to resolve over 4000 complaints and we are more than happy to try to resolve this complaint as well.

It would be great if you could provide us with the relevant evidence to move with this complaint further.

Regards,

Michal

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 understand your concerns and appreciate your efforts in resolving this matter in a fair and timely manner.

We take privacy seriously and we have a strict policy in place that prohibits us from sharing confidential information with 3rd parties. We understand that this policy may cause inconvenience, and we apologize for any negative impact this may have on the resolution of the complaint.

We appreciate your understanding of our position and we are committed to finding a satisfactory resolution for all parties involved. If there is any other way we can assist you, please do not hesitate to let us know.

Hi,

i am very happy to read you respond,the best way to get satisfactory resolution in this case is to pay me my fair winnings and after it we can close this case in happy faces.

i think we can all agree for this resolution correct?

Regards,

Amir

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.

Dear nusmahti,

As you can see from Jackpot Capital Casino's reactions, we have not received any evidence from Jackpot Capital Casino to back up its decision in confiscating and I'm afraid there is nothing that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry I could not be of more help on this occasion. I can only advise you not to play in Jackpot Capital Casino anymore and find a more reputable licensed casino with a good rating.

Best regards,

Michal