The player from the Netherlands had reported that her casino account had been abruptly closed after she had bet between 4000 to 5000 euros. Despite her attempts to reach out to the casino, she had received no response. The player had passed the full KYC verification and had successfully withdrawn winnings in the past. The casino finally responded, stating that the player had lost all her money and had tried to retrieve it unlawfully, which led to the closure of her account. We examined the evidence and concluded that the casino's actions had been justified since the player had lost all her balance and attempted to retrieve lost funds. The casino had reserved the right to close an account under such circumstances.
JackTop Casino - Player's account was abruptly closed.
Amount: €5,000
JackTop Casino
Safety Index:Above averageSafety Index
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7.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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11 months ago
Translation
My account has been closed without any reason and nobody is willing to explain why! I play between 4000 to 5000 euros in a few hours and then I am blocked without reason. I feel defrauded because they take my money without giving me a chance to win my money back. And given that no one is responding as they should, I want my money to be returned because this is not how you treat customers. The same story is true via email. They respond via review that I can contact them, but no one helps or does anything. I also have emails as proof! They respond with a different email, and as soon as I give my name, nobody responds.
Automatic translation:
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11 months ago
Dear helbo87,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with JackTop Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you made any successful withdrawals before?
Could you kindly specify what types of games did you play? Was it slots, live casino games, or sports betting?
Have you received any notification if your account was blocked temporarily or permanently?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Translation
Hi
thank you for your efforts to help me!
I have indeed passed the registration and I have previously had an amount paid out successfully, even though I had to send many emails to receive my money. I play slots so I like slot machines. I never received a notification why my account was blocked and for how long and what the reason is! That's why I'm angry and I feel ripped off. I can only prove to the bank what I deposited that evening before the blockage for no reason. If they gave me a reason and responded to messages then I wouldn't be upset at all. I also have screenshots of them ignoring me until today I try to send mail via live chat and no one responds like I'm a monster
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11 months ago
Thank you very much, helbo87, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hi helbo87,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask JackTop Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
Casino.Guru
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10 months ago
Translation
I wish you luck but this casino does not respond to anything! Ok, I transferred a total of 6,000 euros, I have my bank as proof
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10 months ago
Hello there,
We want to extend our sincerest apologies for the delay in responding to your inquiry. We understand that your time is valuable, and we regret any inconvenience this may have caused.
We inform you that this player is misleading you, as this player made deposits, played, won, lost, won bonuses, then eventually lost everything. After that he tried to return honestly lost money by illegal means. According to our terms and conditions, we have the right to close the account in case of unlawful
Player's actions in accordance with paragraph 9.4 of Our Terms and Conditions, we also additionally declare that at the time of closing the account the player's balance was less than 1 (one) euros.
When a player plays in a casino, he realizes that the player can win as well as lose, and so when betting, the player realizes that there is a risk of losing everything. Therefore, when a player loses money, the casino is not obliged to return to the Player the amount of deposits.
Thank you for your patience and understanding!
Best Regards,
JackTop Casino
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10 months ago
Translation
Hello
wow first of all you respond! What a miracle! I am not misleading anyone and have better things to do with my time and money. I have always accepted my loss, but how things turned out for you was not okay! There was no game at all, I played 5000 euros of my own money and 1000 of the winnings. I was blocked for no reason without explanation and that is why I am appealing for a refund of my money. You don't respond to anything, I have screenshots of everything! Not via email, not WhatsApp, and not the so-called VIP manager either! How can you run a business if you ignore people. Why did I have to approach you this way? You are not even allowed to operate in our country because you do not provide care to your customers and you take their money and simply block it. I maintain my position that you took my money and then blocked it so that I don't win anything back and that's not a bad thing, but send me an email with an explanation. I hope you understand it better now and you understand me. To resolve the situation, I don't want all my money back, but at least 50% of it. Because I have experienced a lot of stress because of your ignoring actions and I now feel sorry that you are calling me a liar. How could you keep receiving all my messages and ignoring me when I'm a dog??? You respond and if I send my email and name, the communication stops, isn't that normal?? I expect a solution
greeting
Automatic translation:
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10 months ago
Dear helbo87,
I have received evidence that supports the casino's decision regarding your complaint. After gathering all the necessary information, we have concluded that your complaint is unjustified. The reasons for this decision have been explained to you previously. It was evident that you had lost all of your balance, and the casino has the right to close a player's account at any time, which was the case in this situation. This was done because you attempted to retrieve lost funds that the casino is not obliged to return. I hope I don't need to explain this because this is how gambling works.
I am sorry we could not be of more help on this occasion.
Thank you very much, JackTop Casino, for providing information and your cooperation.
Best regards,
Tomas
Casino.Guru
