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

i have attempted to contact this casino for updates - they do not respond to emails or live chat - they posted on another board that my account was deleted due to multiple players in the household- which of course is not true ! Having been a customer for years they know it’s a false accusation- plus I am still able to log on and see my pending withdrawl as if this morning -

Dear mzmida,

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? Was your account fully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I live alone there is no one else in my household - I am fully verified and have withdrawn many times without issue -no bonus used-and I only play on my iPhone- again my account is not closed as they state- I can still log on and see my pending withdrawl as of just now .

I received an email from casino - they advise that I will be paid asap - I will update you when I am paid

Hello I was finally paid today - their excuse was that they had to use an outside source to verify my win?? So as you see I do not and would not try to open several accounts! Strange - thank you so much for your assistance ! 

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mzmida, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru