JackWin Casino - Player’s account closed and winnings confiscated.

Hello,

Jackwin casino closed my account and voided all my winnings because they claim I have breached their terms and conditions. I have done no such thing. Please help me get back my winning as this is totally unfair.

Dear Assiette,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

• I focus on slots
• I was in the process of getting verified. Casino requested different documents a few hours before voiding and closing my account. I sent my id picture ( drivers license), a selfie holding my id, my bank statement and my pay slip.
• I accumulated my winnings with an active bonus.

Thank you very much for your reply, Assiette. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Requested documentation has been sent to email as requested. Thank you

Thank you very much, Assiette, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Assiette,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite JackWin Casino to join the conversation and participate in the resolution of this complaint.

Dear JackWin Casino,

Can you please provide further clarification regarding the decision to void the player's winnings? I see that there is a maximum allowed bet when using a bonus, was this rule broken?

Kind regards,

Adam

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’ which may negatively affect its rating.

Hello Assiette,

I have since contacted the casino via Skype, so I will extend the timer once more in the hope we can get this case resolved for you.

I hope to be able to provide further insight soon.

Kind regards,

Adam

Dear Assiette,

Unfortunately, despite multiple attempts to contact the casino, there has been no response. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/online-dispute-resolution-form/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam