JacksPay Casino - The player's winnings were voided.

I've made 10 BTC deposits with this casino and have a 'gold' membership level with them. I have made one withdrawal of $50. They have a section where you can claim a promotion out of a list and occasionally they will have a free spin promotion among them.  

I claimed a free spin promotion of 50 spins. After the spins, I had a small amount of winnings. I can't recall exactly, but the playthrough was only about $350 so it was likely $7 to $10...somewhere in that range. I got lucky and cleared the playthrough and had $100.04 and their max cash out on the free spins was $100, so I stopped spinning since I was already at the maximum I could possibly withdraw with the playthrough completed.  

I requested the payout on 08/25/2022. They say the turn around is 2 to 4 business days. I waited that amount of time, then began attempting to contact support when it remained in pending status.  

The support number goes to voicemail, so I tried chat support. I soon found that the majority of the time, no one would ever respond in chat. Sometimes if I waited in the chat for several hours, I would eventually have someone respond to me. One such time, I was told that it would be paid the following day which was a Wednesday. On Friday, I attempted contact again with no luck so I emailed them. No response. 

Monday I tried again and someone jumped right in and the moment I stated my issue in a polite manner, they were spitting out specifics of my case, so I am assuming they knew of my situation and were prepared to tell me why I wasn't being paid.  

They said that I had only wagered the required minimum to complete the playthrough, and that was against the rules and that I should have wagered more than the playthrough that they listed and automatically removed from the promotion once the playthrough had been wagered. I tried to explain to them that if what they listed as the minimum required wagering was lower than what they actually required, then that would by definition mean that what they have listed is not in fact the minimum required wagering. This appeared to be lost on them.  

Then they proceeded to tell me that Jack thinks I am a 'bonus hunter' and that Jack would not tolerate that kind of rule violation. Jack was very upset with me because he only offered me those free spins in my 'claim promotion' area for entertainment purposes, and it was against the rules for me to have the audacity to use those free spins to win money, and then attempt to withdraw any of it. 

I am not making any of this up. That's what they told me. They then said to wait, again, until Friday and then contact them in support chat to see what had been decided about this payout. I did so. The person in the chat this time said they didn't have any info about payouts and that kind of thing and couldnt help me with it.  

They gave me an email address for someone and told me to contact them. I did so. No response. My payout is still pending.  

Hello 1977punk,

Thank you very much for submitting your 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.

Could you please advise if the pending withdrawal was rejected as well? Did they specify how much were you supposed to wager in order to finish the bonus rollover?

Please note that as long the casino wants higher wagering requirements, they should set the bonus like that not to request additional wagering after it being finished - the way they did it is completely unfair.

Looking forward to your answer.

Regards,

Nick

As of now, my payout request is still there listed as pending.

When they mentioned the wagering amount related to the free spins, they said that I had completed the required amount of playthrough, and their complaint was that I had only wagered the required amount.

They did not specify how much more should have been wagered or do anything like ask me to cancel the request and wager more before resubmitting the payout request.

Also, these free spins were automatically listed in their 'claim promotion' area. I didn't search the internet for a bonus code and enter it for the spins. They were offered, it said, due to my 'high roller' status as a 'gold member' of the casino.

Accusing me of being a 'bonus hunter' is ridiculous when the hunt simply entailed clicking on 'claim promotion' on their site.

Thank you 1977punk for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 1977punk,

I will assist you from now on with the complaint. I went over the details of the case and as Nick mentioned, the situation you describe is unfair from our point of view. If you completed the wagering requirement, there is no justification for the casino to not pay you your winnings. I'll contact the casino to ask for an explanation. I also found the following terms&conditions that seem relevant in this case, highlighted in bold text:

From the casino's terms and conditions:

Terms and Condition for a bonus

Bonuses for the most part come with wagering requirements, meaning after you claim a bonus you will have to wager a predefined amount of bets.

Claiming bonuses with the sole intention of withdrawing will not be tolerated and will void winnings.

This includes;

Redeeming bonus and 'just' covering the wagering requirements to withdrawBuilding up visible jackpots with bonus money & returning later without bonus to exploit the built up bonus money free spinsJack knows all tricks and he's not going to let it happen.Remember; bonuses are for entertainment - abuse is not going to be tolerated If you're looking to bonus hunt, Jack suggests to go elsewhere.

the highlighted part, when used to not pay players their winnings is in our opinion predatory. There are other ways to deter bonus hunters. This rule instead hides the fact of what the wagering requirements for bonuses really are and traps players for behavior that is natural - to withdraw winnings right after the wagering is complete.

JacksPay Casino,

could explain the reason why the 1977punk's withdrawal request hasn't been processed yet?

Thank you for the assistance. I honestly really enjoyed the games and occasional free spins this casino offered, and they didn't give me any kind of trouble with my first(and only successful) payout request.

I hope that they do the right thing, so I don't have to put them in the list of casinos I will no longer play or make deposits at. There are just way too many casinos that are happy to have my business and to pay out my occasional win.

I don't think there's a single casino I deposit with where I have withdrawn even half of the total amount I have deposited with them...and that's fine, as long as they are willing to payout when I do win...and I won this measley $100 fair and square.

Small update;

They have now made the entire 'Cashier' section of the casino inaccessible to me. They have not officially reprimanded my account in any manner. They never said that I would not receive the payout. The last time anyone from the casino relayed any information to me, it was to say that the payout was being reviewed and that I should ask for more info in a few days. That was awhile back.

My official review of this casino is that they are very much akin to a bag of dicks, and that bag is made up of expertly weaved pubic hair.

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 1977punk,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

 If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.