JacksPay Casino - The player's balance was voided.

I play here often always answer make 5-8 deposits a week recently played 7600 wager req to 0 lost so next morning they sent me a $100 free chip with 400 max cashout see screenshots proved I met the req

Hello Hardrock74,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with JacksPay Casino.

Please allow me to ask you a few more question before we would move forward as it is not entirely clear what is the issue.

Do I understand it correctly that you have played with a bonus and they voided your winnings? Did the casino exactly explain why did they do it? Is your account already verified?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Accounts been verified and paid out b4 as it states in the screenshots because I barely played past the wagering requirements period even shows that I played thru 100% and amount I withdrew that's straight from the chat with Taylor

Barely meeting don't make me laugh it's tuff enough to beat the odds then play for hours!! Lol you got it all stacked!! So my question is as follows I didn't answer bc I work for a living! Why was my account not voided banned etc before my withdraw? Yes it's always with a withdraw in the balance ask how many deposits this month or last guru as you know I've been through this before but to be told barely over ( ain't that what everyone wants?)

No there's not even if I I dabbled before I deposited in any one account point is again you allowed it kept taking my $$ we could squared all that away!! With a little Convo you know same one same way as you do to sucker a deposit!!

Poor reason to close a account for a depositor( sounds like payment avoiding)

Also not good practice to let someone deposit hard earned $$ play hours get no notification days seems you would tried keeping trying a medium*** but all this happened as I say after withdraw request your honor!

And please show me the 3 times because I only cashed out this is my 2nd attempt day before I took a bonus played $7600+ but didn't have enough to cash hours and hours of playtime for what??

Like I said a email a chat a callback explaining this procedure anything to help relationship here when I was searching for casinos I tried I did my part here! Thaught Taylor as many times as talked I thaught there be .ore class and honor!

As you see I gave them good rating I liked the place

This is Taylor from Vancouver ca

Then let's make some kind of Medium Taylor meet in middle

Hello Hardrock74,

I've checked the casino terms as well and they really do have such a term. However, we completely disagree with such a term as it is very unfair against the players. If a wagering is met for 100% the player should be able to withdraw no matter what. If the casino is having problems with "barely met wagerings", just increase the wagering amount. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Hello Hardrock74,

I have reviewed this case and as my esteemed colleague Nick has stated, we consider this term very unfair and not a valid reason to confiscate winnings.

The casino has also stated that your account is linked to multiple different accounts, is it possible that you or others in your household have registered more than one account?

No I live alone they all were not at one time like I got new phone over time and created the Hardrock74 (final) used for 11 months was cashed out in November for 271.00 I have deposited numerous times since then all play has been from this sole account not even a login on old one ** they also said 3 attempts of me barely meeting wagering to cashout but this is only the 2nd!! They are making excuses I promise

Also me and chat agent Taylor talk alot they can send me emails promos etc why keep letting me deposit play so long with no issues until I cashout finally! This was a bold move but intentenal

Thank you Hardrock74 for clarifying your account use.

Dear JacksPay Casino,

With regard to the wagering requirement, the player has only followed the rules as set out by you for each bonus/promotion, for example:

"Please remember that the Bonus is required to be wagered at a rate of: 30x (Deposit + Bonus) before attempting to cash out".

If you wish a player to wager more, then the advertised requirement should match your expectations.

Could I ask you to please clarify how much a player should wager for them not to be considered as "barely" meeting the requirements, and how a player is to know what that amount is?

Regarding the use of multiple accounts, while we appreciate that this is a standard rule in most casinos we believe that each case should be considered separately, as per our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts). Can I ask has the player gained any unfair advantages from having these accounts? The player has stated that they only use one of these accounts, if there is any evidence contrary to this please forward it to my e-mail adam.m@casino.guru.

If the player has completed the wagering 100% for all bonuses they have played and has not gained any unfair advantage from having multiple accounts we feel they should be able to withdraw their winnings.

As u can see only one account pops up

Thank you Guru as I said many deposits 2 or 3 in one day! Just day b4 this had bonus 7600 playth played hours met the 7600 but didn't have enough to cash so steep req then I do it and all this! More more casinos are taking advantage of players!

So finally got someone on customer service #(first time) they said nobody there to help in that dept

We appreciate your opinion on the matter where " barely meeting wagering requirements " is mentioned. I think there is confusion. The players intentions are to withdrawal and barely meet wagering as there is history of this. This isn't a one off situation.

Remember; bonuses are for entertainment - abuse is not going to be tolerated.

We are not saying that John made multiple accounts. We are saying in the same household. 3 other accounts were created which is against our terms and conditions. This problem of multi-accounting is often, therefore, one of the biggest problems that iGaming companies have to contend with.

Bonus Abuse works by fraudsters signing up through a promotion multiple times and withdrawing the funds before they’re able to be caught. As long as people can get away with this then the abuse will persist. 

Jackspay has listed the regulations as Terms and Conditions. The terms and conditions dictate the players’ limitations and how the casino regulates what they do with the platform.

Modern legislation requires service providers to have their Terms and Conditions written out so their consumers can understand everything they are getting into when they use the services. This legislation binds online Casinos, but most users barely notice the TERMS AND CONDITIONS written on the platforms.

The terms and conditions on most casinos include items like Minimum age requirements, wagering requirements, time limits, the value of bonuses, payment restrictions, win limits, fame restrictions, geographical and restrictions. In essence, everything you need to use the platform, enjoy rewards, and even how to claim the casino bonuses.

Some people may not like our terms and conditions but they are followed 99% of the time.

Failure to do results in being banned and winnings being voided.

Best Regards

Jackspay Casino

Wow. Lol all I can say is wow nowhere near right!!! And got be worst excuse of a evasion of payouts and unfair terms!

I offered a medium a choice a resolution but you have not tried this is one platform as I will do it as many as needed!! *** Let's come together!! Thanks John

Sounds about right tho 90% u got it as long as the 9 out 10 are me depositing!! The. Other 10% ( the issue) no prob til cash out in months of losing!!

Hey there. John your first deposit with us was for 34.00. You won 240.00 and we paid you instantly correct???

Within 15 hours. We put a rush on it for you. Gave you freebies. Offered you free chips.

If we wanted to remove people. Why wouldnt we have removed you the first time you had a withdrawal??? we paid you correct??? You were up over 200.00. Hmm maybe you didnt violate terms and conditions for the first withdrawal. Is that a possibility??

Is it possible that you can't admit that maybe you are in the wrong as a player and understand it from a casinos side of things. Terms and conditions are meant to be followed not breached.

Our actions didnt cause the removal.

You told us in a chat as well that you have a history complaining and winning cases and we see on several other threads you get removed for breaking terms and conditions.

This will be the last message unless Martin or GURU need anything else for us to respond to this thread.

We have provided significant evidence and have been professional.

We are sorry for the inconvenience and wish you well John.

You played. We paid

You broke T & Cs. We remove

Whether you are a million dollar depositer or a first time depositer.

Best Regards

Jackspay Casino

Lol and question remains if paid then ( who in god's world knows when to stop)???? What correct answer?? Also you gave me freebies because I emailed you last 2 times I lost over and over who cares what I deposited pointless!! I never said I had history of complaining and winning but being a 25 year casino player the difference between right and wrong well you see my info you see my past complaints and cases!! This terms are unrealistic and I've tried to communicate one answered call in almost a year also ( why wasnt any of this brought to light in several months?) Why didn't you email me or call or in chat bring any of your thaught up why did it take me getting locked hours after withdraw then another 2-3 days after me asking over and over for a explanation?? *** Mark this I will go everywhere nation wide I can because. This is absurd I will put jacks pay ideas of fair gaming across the world!!!!

Excuse after excuse but you and the world know what the deal is so pay me

Like I said who on earth knows when to stop? When jacks pay is satisfied term are so dang high I've spent countless $$$ and hours ( with 00000 for my efforts) the one time I do in 8 months this happens!!!! Yes I even left a rating good for jacks pay months ago said I was impressed then look for your self everyone here already had other ideas but I said what I felt now the few positive players you do this too? I'm afraid not a good future for Jacks pay!!

Do I need to post more from around the world??

Dear JacksPay Casino,

Thank you for your response. I do however have some more questions for you.

You have stated:

"The player's intentions are to withdraw and barely meet wagering as there is history of this. This isn't a one off situation."

As I understand it (and please do correct me if I am wrong), the way that wagering requirements work is that once the bonus and deposit have been played through a specific number of times, whatever is left in the balance is able to be withdrawn. Has there ever been an instance where the wagering requirements have not been met and a withdrawal was attempted by the player?

Also, I understand the rule about multiple accounts in one household, and how they could be used by bonus hunters. However, the player has stated that they were all his accounts at different times, he lives alone and has only used these accounts one at a time. I have 2 questions regarding this:

• Were these accounts used to claim the same bonus multiple times? Again, if there is evidence of this please send it to my email (adam.m@casino.guru)
• You mentioned that the player has previously made a withdrawal successfully, why was the multi-accounting issue not raised at that time?

While multiple accounts can be created for dishonest reasons as you have mentioned, they can also be created mistakenly and without mal-intent. As I said before, if the player hasn't obtained any such unfair advantage by having multiple accounts, we do not consider it fair to confiscate winnings.

Kind regards,

Adam

Ip address I have a plan with my mother 2 separate addresses same phone plan you can type it however you want I don't see any other casinos saying you wagered too little above the wagering req like I said all along any potential issues could been brought to light at anytime do you not email promotions? Do you not chat on the regular? And yet after deposit after deposit nothing then suddenly a cashout and boom I will do all in my power I've tried countless times but you refuse

And this is what the world thinks of jacks***** and it will only get worse! ** I promise

Dear HardRock 74,

While there is still some question regarding the use of multiple accounts, there has been no evidence supplied suggesting that any unfair advantage has been gained.

We also find the rule regarding 'just' or 'barely' covering wagering requirements to be unfair for the reasons previously mentioned, and do not believe it to be grounds for confiscating winnings.

As the casino is unwilling to reconsider its position on this matter, this complaint will now be closed as unresolved and will affect the casino's rating.

Best regards,

Adam