JacksPay Casino - Player’s account has been blocked.

I played bonus games. I met all the conditions of the bonus and then I paid a deposit of 25 €. After the request for withdrawal, I did not receive any response from the Casino. The next day, I tried to log in but my account is locked. Online customer support is dead even though , I'm noticed that they are online. Obviously I'm a victim of fraud!

Dear nicolicb,

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 can understand the whole situation completely. Have you received confirmation regarding successful account verification? Do I understand correctly that you have accumulated your winnings from a Free/No Deposit bonus purely? The deposit of €25 has been placed to verify your payment method, is that right? Have you redeemed any other free bonus from this casino 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

Thank you for your reply. Everything you wrote is correct. I registered successfully as a new user, therefore, I have not played in this Casino before . I got a bonus of 30€. I played and I met all the requirements of the bonus.

Then, I made a 25€ deposit , by my Visa card for verification , so I could withdraw the winnings. Later, I made a withdrawal and got the status of "pending" (I have screenshots of these transactions).

I was waiting for a response from their customer support, which I did not receive. The next day, I accessed the Casino and realized that my account was blocked. I contacted customer support again to another email addresses, stating that it was wrong for them to block my account without any notice or reason. Then I got the following answer.

Update.

"Hey there, we have refunded your deposit back to your account and we

have closed the account due to we don't accept residents in Serbia.

The account should not have been able to open and the IP tracker for

whatever reason didn't pick it up until the following day since you

registered.

You will get your refund back in your account in 7 to 10 business days.

So, I am not happy with this solution. Why ? In their Casino, I have not found information anywhere that they do not accept residents from my country. Secondly, I played fair and wasted my time.

If they do not accept account registrations from residents of my country, how then did they accept my registration? In the same place, my country is allowed on the list. They also regularly accepted a deposit with my card. But after I requested the withdrawal, my account was immediately blocked without any notice or warning. I received a response from them only after I reacted and wrote to several of their email addresses because their online customer support is dead. Nobody answers there.

Thank you very much, nicolicb, for your reply. I have checked the terms and conditions and didn't find any restricted countries. However, when trying to register an account I wasn't offered an option to choose Serbia from the drop-down menu (please see below).

Could you please advise which country you have chosen? Looking forward to hearing from you.

Thank you very much, Nikola, for your reply. Could you please advise when the wagering for the bonus has been completed?

Thank you very much, nicolicb, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello nicolicb!

I will take care of your complaint from now on. In order to proceed, please let me invite representatives of JacksPay Casino into this complaint in order to help us resolve the issue.

We would like to ask JacksPay 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 will have negative impact on the casino's rating.

Hello,

I just want to reply to the shameful message from JacksPay Casino. Like I said, my country was among the countries available at registration.

I played a fair game, I wasted my time. On the other hand, my deposit has been successfully accepted although, as they say my country is on the list of banned countries.

Why was I not informed about it before registration? Why there is no information on the JacksPay Casino site about countries that are not available to play in their Casino? Why my account is locked and I am informed about it, only after the withdrawal process? Even if Casino JacksPay did not accept players from my country, as they did not instruct me about it, before the deposit process, I consider that , they are obligated to pay out the funds, I honestly won.

They subsequently (retroactively) made a decision not to accept players from my country, is that legal at all?

I do not accept such a shameful answer , and this Casino will always be on my black list.

Update. My deposit was returned, but only after my complaint to the Payofix provider through which the transaction went.

I want to thank Casino Guru for his unconditional support, but here everything is clear with this Casino.

Dear representatives of JacksPay Casino,

Are you able to confirm that the player has chosen Serbia during the registration process?

Dear nicolicb,

We are glad to see that although you accessed JacksPay Casino from a restricted jurisdiction, they changed their decision and were willing to pay out the winnings which, in our opinion as well, you were eligible for in this particular case.

I would like to ask you to confirm receival of your funds, so we can close this complaint as 'resolved'.

Hello. I want to confirm that the funds have been successfully credited to my wallet. Many thanks to the representatives of the Casino JacksPay for understanding this situation.

Same way, I want to sincerely thank the representatives of the Casino Guru for your gratuitous support and help in resolving this issue. I wish you all the best.

Sincerely,

Nikola 😊

Dear nicolicb,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.