JacksPay Casino - Player has been accused of opening multiple accounts.

After making a deposit and playing I went to withdrawl and they said I had multiple accounts, which is absolutely not true and they would provide any proof of such claims. I am the only person who lives at my address. My original withdrawal request was for almost $500 I believe butnincsnnot be sure since they closed my accounts. There was no problem with this ‘duplicate account' depositing butnwhen itncomes times to withdraw it's suddenly an issue, which is especially funny considering that I have already done my kyc with jackspay. After All this drama I was told by jacks pay that they would be returning my deposit money in 5-7 business days and it has been over 7 business days and no further communication from the casino. I have sent at least three emails asking for any information about the refund and no one will reply. I can include screenshots

of the conversations

Dear Rebecca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past? Was your account successfully verified in the past?

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

Not to the best of my knowledge there hasnt been another account. If it was multiple attempts at using the same email, I don’t believe it would have even let me register at all. I am fairly sure that I have competed my kyc with them previously and no the winnings were not acquired through a bonus, it was through a regular deposit Of Ethereum I believe but it could have been btc. Now it may be possible that some of my friends have opened accounts over here using my wifi but they are accounts completely seperate from mine. I do not know if I was using my wifi or my cellular data when I registered the account, so that’s up in the air. I have redeemed free spin bonuses in the past with them pst but this was done purely on a monetary deposit

I’m not even complaining about the denial of the withdrawal, although I should be. I just want my deposit money refunded so I can wash my hands of them and spend my money elsewhere. They said 5-7 business days on the 1st and it’s now the 10th with no reply since the 3rd

Thank you very much, Rebecca, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok so I’m assuming that I can expect an email

from him or message on here. They completely cut off all communication with me, it has been far beyond the 5-7 business days and I just want my damn deposit back, these guys are crooks obviously and I just want what inwas promised

Hello Rebecca,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Jackspay Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Jackspay Casino,

When looking into multiple account cases, we try to determine not only how the accounts may be connected, but also if there has been some unfair advantage gained by the player in having these accounts, such as the repeated use of a welcome bonus. Sometimes it may be the case that an additional account has been created accidentally, or with no intention of breaking any rules.

In light of this, are you able to please supply further information/evidence regarding the multiple accounts to my email, adam.m@casino.guru?

Could you please also provide an update on the return of the player's deposit?

 

Kind regards,

Adam

The lack of response from the casino is not surprising. I’m beginning to want my entire cash out amount they robbed me of.

Hey there. Yes Adam we will send you a screenshot showing that there was more than 1 account opened in the household.

Best Regards

Jackspay Casino

Why don’t you show which account was opened first also? This is the first account, my account. how the hell can I be responsible for what other people do after the fact and I was legitimately playing on this account. Also how about this screenshot of your support team on the 1st of the month saying it would be 5-7 business days before my refund came back? Well we are on probably number 16 or 17 by now.

Guaranteed if I didn’t come here i would never see a penny.

Hello all,

Thank you for your responses. We will await supporting evidence from the casino.

Kind regards,

Adam

Hey Adam, email and screenshots sent. The image Rebecca is showing you is based on the withdrawal process. We told her she was in line to be paid out. AS per our terms and conditions, accounts before paid out are subject to review for bonus abuse, duplicate accounts ect..

After reviewing her account we noticed the other accounts and for that reason banned all accounts associated.

Just to explain why there was a response to which order in a queue she was in to get paid.

Best Regards

Jackspay Casino

Excuse me you most certainly did not! You can from the emails which I can show you again thst I have not received one single communication from Jacks pay since inwas told on the 1st that it would be 5-7 business days. I don’t know where you come up with these lies from. Let’s see the screenshot of where that conversation took place. How can you lie through your teeth like that?!

Makes me sick. You would have gladly sat there and took deposit after deposit after deposit of mine until I tried to withdraw and you know it. The screenshot Im showing you is the absolute last communication i received from the casino, we have already gone beyond the point of you crooks robbing me of my cash out, like you can’t afford to pay what’s owed to people. I hope you go play somewhere and win a jackpot just so I can be around you and create an account in your name without your knowing to watch you get shafted out of it too because that’s what you deserve!

Hey there, we refunded your deposit though. Did you not receive the deposit back?

You agreed to the terms and conditions. There was more than 1 account opened in the household = we automatically ban the accounts and void all winnings. It is right in our terms and conditions.

We didn't steal from you. We followed our operations.

We apologize you feel that you had money taken from you. But we returned your deposit so technically you have spent $0.00 with us.

Let us know if you didn't get it as it showed here you were refunded.

Best Regards

Jackspay Casino

I just got your little email you ABSOLUTELY have NOT sent my refund. You can screenshot all you want the fact is that my uphold where I sent that deposit from remains at 0.00

So no, I deposited somewhere between 25 and 35 probably, won 500 which you took through no fault of my own and you did not send my refund nor tell me anything about any order of being paid. I would know because I have been checking both my emails and my crypto accounts waiting for either a response, a refund or the money i won. I have received NONE of those items

these 5 photos here are all that needs to be said to prove that my refund was never sent back to me and that the casino is not telling the truth. Also as stated, uphold is the only place I have that I can purchase and send ethereum from. The casino also never got back to me when I asked them twice where they were refunding the money to. I only received my first reply since the incident today stating that I should have received it which is a lie also.

Dear Jackspay Casino,

I have received an e-mail from you but no screenshots. Please see my response by e-mail.

With regards to the refunded deposit, can you please supply anything to support that this has been paid? Perhaps some information so that the transaction can be tracked?

Kind regards,

Adam

Hey there, here is proof of the blockchain showing the refund. Please confirm that it is in your wallet and we can close this issue.

https://www.blockchain.com/en/search?search=1EXcqLPusqmnaj28hvwhrJDBbC31KNUize

Transactions

Fee

0.00003478 BTC

(15.389 sat/B - 6.059 sat/WU - 226 bytes)(24.153 sat/vByte - 144 virtual bytes)

+0.00167058 BTC

5 Confirmations

Hash

304efd5ab63136e8e5afb2a5bfada0d523be5b860c717b6c7af8daf724bfe0d7

2022-06-21 07:41

bc1qkm3jkehgcdx0e0s4l6wtmxq9q4qhur66jzld5w

0.00289377 BTC

bc1qkm3jkehgcdx0e0s4l6wtmxq9q4qhur66jzld5w

0.00118841 BTC

1EXcqLPusqmnaj28hvwhrJDBbC31KNUize

0.00167058 BTC

JacksPay Casino

My deposit was made In Ethereum not in Bitcoin, or even shows it on my deposit receipt. Why would you send it back in Bitcoin? Maybe there is a reason inwasnt playing in Bitcoin to start with? And no I did not receive anything from you, I don’t even know where you sent that to ?!

So I just wanna know where you came up with this bitcoin address to send money to, becuse I deposited in Ethereum not Bitcoin

Can you verify for me WhT the dollar amount is of the deposit so I may check it in my records

Received finally, I’ll always still say you owe me my withdrawal but at least i no longer feel extremely wrong. Case closed, thank you Casino Guru

Dear Rebecca,

I am glad to hear that your refunded deposit has been received.

Regarding the claim of multiple accounts and confiscation of your balance, we are still awaiting evidence of this to be supplied.

However, if you confirm that you no longer wish to pursue the matter, we close the case as resolved. Can you please let me know if you wish us to proceed?

Kind regards,

Adam

No please proceed, the casino needs to be exposed for what it really is. I won that cashout fair and square

Hey there, besides the fact our IP tracked picked up more than one account in the household,

there is no pending withdrawal on your account, you cancelled it.

Best Regards

Jackspay Casino

Hey there, you mentioned when you originally filed the claim that you sent us all your KYCs , we never got your documents at all. You are correct, you had a pending withdrawal for $500 and you reversed it and cancelled it.

Rebecca said :

1 WEEK AGO

After making a deposit and playing I went to withdrawl and they said I had multiple accounts, which is absolutely not true and they would provide any proof of such claims. I am the only person who lives at my address. My original withdrawal request was for almost $500 I believe butnincsnnot be sure since they closed my accounts. There was no problem with this ‘duplicate account' depositing butnwhen itncomes times to withdraw it's suddenly an issue, which is especially funny considering that I have already done my kyc with jackspay. After All this drama I was told by jacks pay that they would be returning my deposit money in 5-7 business days and it has been over 7 business days and no further communication from the casino. I have sent at least three emails asking for any information about the refund 

We have refunded your deposit and closed the account as per our rules and regulations. You are not out any money nor owed any money as there isn't any pending withdrawal because you cancelled it.

Best Regards

Jack

Thank you for your response and for the additional information, Jackspay Casino.

The provided proof does show the withdrawal was canceled on 31.05.2022. But to be sure I understand the situation correctly, can I ask what has then happened to this balance? was it wagered and lost, or was it confiscated upon closure of the account?

Kind regards,

Adam

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’.

Hey there Adam. Yes the withdrawal was cancelled and the balance was wagered.

We also refunded her deposit as she claimed here in the amount of $30

Best Regards

Jackspay Casino

The withdrawl was not cancelled by me, it was done by the casino staff. That was when all of this mess began. I got the $30 refund ( after this was brought to light here). I will search for supporting evidence

I do not have anything that directly says that is what happened but as it shows, everything was normal and then one morning I received that email bc I tried to login and everything was locked. They had cancelled my withdrawal and locked my account

Hey there. So your saying that we reversed the withdrawal on purpose and violated our own rules for our own benefit?

Hard to comment on this one Guru.

Please let us know if you have something supporting that accusation.

Best Regards

Jackspay Casino

Yes that’s exactly what I’m saying smart ass, when I went to check on the status of my withdrawl since it was taking forever, I noticed the email from jackspay and went to log in that’s when I noticed everything was locked. Luckily for you I didn’t screenshot my chat transcripts. Bottom line is I made that deposit, won fair and square and you screwed me out of it. If you knew there were two accounts you are at fault for even letting it deposit in the first place and not shutting it down then. You just hope that people will let it go and you’ll get ti keep the deposit money. You guys are so slimy and you know it. Look at your reputation rating here, Do you think people just give you that rating because they lost and are being spiteful? Then explain how other places get higher ratings. No, it’s because you are doing people wrong and you know it. You blatantly damn lied about having sent my deposit back bc it wasn’t until guru got involved thstbyou sent it that day.

Dear Jackspay Casino,

I am a little bit confused. Initially, you stated that the player was " in line to be paid out" but then upon reviewing the account it was closed due to other linked accounts being detected. You did not reply to my last e-mail regarding the evidence we would like to see regarding this.

You have since stated that the player canceled the withdrawal themselves, and wagered their balance to zero. Why wasn't this mentioned in the first place?

If this is the case, I imagine the player's game logs/bet history would show this happening. Could I ask you to please provide this to us so we can see the dates and times that this occurred?

Kind regards,

Adam

Hey there Adam, we run several checks before a withdrawal is paid, her withdrawal was in a queue. When it is time to pay out, we run a series of checks and then noticed the issues.

That is why we originally said, she is line to get paid. She wasn't reviewed until the file is in front of our processing officer.

We have emailed you the reversal and ending balance as per requested to your email.

Best Regards

Jackspay Casino

Hello Jackspay Casino,

I am afraid I have not received the e-mail you have sent, could I ask you to send it once more, please? (adam.m@casino.guru)

Kind regards,

Adam

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’.

Dear Rebecca,

As we have had no further response from the casino, the complaint will now be closed as 'unresolved'.

Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I wish I could have been of more help.

Kind regards,

Adam