The player from the Netherlands had reported that his account had been closed without explanation after he had lost 8600 euros.The player had communicated multiple times via live chat but the casino had blocked his account and email, making further communication impossible. The Complaints Team had explained that casinos had the right to close accounts for any reason, as long as no funds were being held. As the player had confirmed there were no remaining funds, the complaint had been rejected due to the inability to take further action.
JackTop Casino - Casino blocked player's account after big loss.
Amount: €8,600
JackTop Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months ago
Translation
My account was closed without any reason after I lost 8600 euros while I was registered with cruk. Despite this, I was still able to play here. After I asked if they could send me the list of deposits, they closed and blocked my account for all sports communication, and have been stringing me along for already 3 months now. I am tired of it and would like to visit Hungary. I'm not alone but with 56 other men who are experiencing the same problem.
Automatic translation:
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6 months ago
Dear C078,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. We explained to you in the past that the CRUKS register works only for casinos that have a Dutch license. Please, see here:
https://casino.guru/playboom24-casino-player-s-account-was-suddenly-closed
If you didn't inform the casino that you have a gambling problem prior to making any deposits, we don't think you are entitled to a refund.
Furthermore, I would like to emphasize that casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Kristina
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6 months ago
Thank you for your reply, C078. Could you please clarify your last message?
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6 months ago
Dear C078,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
The casino blokked my account i cant talk to them they blokked my mail also the support is dead
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5 months ago
Dear C078,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Well, in that case I am afraid that there is nothing we can do. As I explained previously, casinos can close players' accounts whenever and for whatever reason as long as no funds have been confiscated in the process. We would really like to help, but it is impossible for us under these circumstances.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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