The player from Italy had trouble withdrawing his winnings from the casino. Despite meeting the required withdrawal limit, his requests were repeatedly canceled. Additionally, his account suspension was lifted against his request, which led to the loss of his remaining balance. The player also claimed that the casino did not adhere to its daily withdrawal limit. However, we concluded that these issues did not warrant a refund of the player's lost funds. We advised the player to file a complaint with the casino's regulator, Gaming Curaçao, and provided him with relevant guides for the process. As a result, the player's complaint was rejected.
JackTop Casino - Player's withdrawal requests are cancelled repeatedly and account suspension lifted without consent.
Amount: €1,946
JackTop Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
I have experienced fraudulent conduct from this casino.
On Friday, March 8, I had a balance of €6946.
I withdrew the maximum daily amount of €5000.
In the meantime, I requested a suspension of my gaming account through my VIP manager until Tuesday, March 12, to avoid losing the remaining funds (€1946).
The suspension was immediately processed without any issues.
During the days of Saturday, Sunday, Monday, and Tuesday, I continued to place the second withdrawal of €1946.
This withdrawal was continuously cancelled without reason, a total of 16 times.
My VIP manager falsely responded that I had exceeded the daily limit and I kept pointing out that this was not true!
The withdrawal policy of this casino allows up to three pending withdrawals subject to a daily limit of €5000 and a monthly limit of €10000. I reemphasized my concerns to my VIP manager, but he kept repeating like a broken record that I had exceeded the daily limit.
At this point, I realized that they wanted me to lose the remaining balance, so on Tuesday, I asked my VIP manager three times to extend the suspension of my gaming account for another week.
Meanwhile, on Tuesday, the first withdrawal was processed and I continued to make the second withdrawal request, which was once again cancelled.
The day after that, I tried again and it was cancelled again. Frustrated and annoyed, I tried to play and found out that my account was no longer suspended against my request!
I lost all my remaining balance which should have been withdrawn days ago.
Automatic translation:
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8 months ago
Dear carsix79,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackTop Casino.
I checked the withdrawal limits specified on the casino website and found this:
6.13 The minimum withdrawal amount is 40 EUR / 40 USD / 60 AUD / 60 CAD / 200 PLN / 40 CHF / 400 NOK / 60 NZD / 1 000 CZK / 300 DKK / 400 SEK / 200 BRL per transaction. Maximum withdrawal amount is 5 000 EUR / 5 000 USD / 7 500 AUD / 7 500 CAD / 25 000 PLN / 5 000 CHF / 50 000 NOK / 7 500 NZD / 125 000 CZK / 37 500 DKK / 50 000 SEK / 25 000 BRL a day; 10 000 EUR / 10 000 USD / 15 000 AUD / 15 000 CAD / 50 000 PLN / 10 000 CHF / 100 000 NOK / 15 000 NZD / 250 000 CZK / 75 000 DKK / 100 000 SEK / 50 000 BRL per week; 30 000 EUR / 30 000 USD / 45 000 AUD / 45 000 CAD / 150 000 PLN / 30 000 CHF / 300 000 NOK / 45 000 NZD / 750 000 CZK / 225 000 DKK / 300 000 SEK / 150 000 BRL per month.
I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.
Please let me know if there is any information I overlooked regarding your complaint, otherwise, I'll reject it as unjustified.
Best regards,
Tomas
Casino.Guru
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8 months ago
Translation
Could you explain to me better what you wrote because it's not clear at all?
I told you that they canceled a withdrawal for 5 consecutive days that perfectly respected the daily withdrawal limits. At a sister casino I was able to easily enter three withdrawals on two consecutive days of approximately the same amount as those I had at Jacktop (see screenshot below).
I told you that I asked for the extension of the suspension of the gaming account which was not applied.
In their terms and conditions it is written that if you want to take a break from gambling just let the casino know and that's what I did three times.
Did I get it right? Do you refuse to assist me based on these facts?
Edited
Automatic translation:
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7 months ago
I apologize if my initial reply wasn't clear.
First I would like to acknowledge that the withdrawal limits of the casino are 5000 € EUR per day as found in the casino terms and conditions.
If the freezing of your account didn't work according to your expectations, that is still not a valid reason for us to argue for a refund.
Please let me know if the withdrawal of your winnings was processed, or if you need further assistance.
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7 months ago
Translation
If you recognize that the daily limit is €5000, you also recognize that the continuous cancellations of my second withdrawal of €1946 which occurred for 5 consecutive days is to be considered fraudulent conduct by the casino.
I didn't understand your statement regarding my request to suspend my gaming account. Are you telling me that even if I asked for the extension of the account suspension as per the casino's T&C, it is correct that it was not carried out and does not affect my refund request???
If so, forget everything... I already understood that here too, take the token from the casino.
Edited
Automatic translation:
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7 months ago
Dear carsix79,
Once again again I apologize for my confusing first reply.
I'll strive to explain myself better in the future.
Since there are no new circumstances regarding the issue, I'll have to conclude we can't help you with your request for a refund based on the facts presented.
While it's unfortunate the casino didn't follow up with your request to freeze your account and seemingly didn't adhere to its daily withdrawal limit, this in our view doesn't constitute a valid reason for a refund of your lost funds.
If you disagree with our conclusion I would suggest you file a complaint to the casino's regulator, which is Gaming Curaçao.
Feel free to follow our guide on the topic found here: https://casino.guru/submitting-complaints-to-regulators and specifics regarding the regulator found here: https://casino.guru/licensing-authorities/curacao-license-4
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Despite your negative experience and the fact we couldn't help you in this particular case, please do not hesitate to contact us if you run into issues with any online casino in the future.
