JackWin Casino - Player’s account has been blocked.

Hi

I wanted to withdraw my winnings from Jackwin and as usual asked for my documents. I've now provided them with this and now they have asked for more. Now the problem is that they have shut my account saying terms and conditions were violated for... 'acting on behalf of someone else" this seems to be a clear desperate attempt to keep hold of my winnings. Could you help with this please?

Dear Sonhen1,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

It's not the documents that are the problem. They said I'm acting on behalf of someone else so they shut my account down and said I'd violated the terms and conditions. Me alone use that account. I've asked them to break it down a bit more for me but they haven't responded.

Dear Sonhen1,

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru? Thank you very much in advance.

Thank you very much, Sonhen1, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for your help

HI Sonhen1,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite JackWin Casino to the conversation to participate in the resolution of this complaint.

Dear Casino.Guru,

We were in contact with the customer number of times explaining the process of the verification and our concerns about the account. The casino acted in accordance with its legal obligations and the decision can not be reversed.

Thank you,

JackWin

I got all you required for verification and I've thoroughly checked my emails and dont see anything to do with concerns about my account and if that was the case my account would have been shut down sooner. Your happy to take my money but with such a big win you then try to find a way to shut my account down. I got all you wanted then you shut my account claiming I was acting on behalf of someone else. When I asked you to explain it further no one replied. The fact is, Jackwin does not want to pay me the £90,000.

Dear JackWin team,

I'm afraid We're gonna need a better explanation of what happened here. The complaint is about £90000. Could you please elaborate more on this? We will also need some proof that the player was acting on behalf of someone else. If you wish you can provide the evidence privately and send it to my email address: peter.m@casino.guru.

Dear Casino.Guru team,

As explained earlier, the casino has acted according to the casino Terms & Conditions, and applicable regulations. Unfortunately, we can't discuss details of 3rd party cases in public, especially given the nature of the case.

Best regards,

JackWin

I give my permission for it to be discussed in public. Wheres the evidence? Produce your evidence please Jackwin.

Hi Sonhen1,

I will try to discuss this with the casino by Skype. In the meantime, if you haven't contacted the ADR (Alternative Dispute Resolution) yet, I recommend you to do so here: http://www.consumer-dispute.co.uk/

Hi Sonhen1,

Let me ask you a question. Why did you choose a male avatar for the Casino Guru account and use an email address with a male name?

I didn't take notice of the avatar and the email address I use was set up by my son. I never got round to setting up my own as he or one of my other children do the majority of my online setting up. I didn't realise he didn't use my name with the mail address.

Hello Damien/Sonia,

Based on the information from the casino and taking into consideration all other facts (e.g. your mother was supposed to be a casino player but has no real idea of the casino when contacted, allegedly uses your email address because she doesn't have one, chooses a male avatar on Casino guru "by mistake", etc.), I'm afraid, we aren't able to help you with this one. Everything suggests that you opened an account in your mother's name. Your complaint will be rejected. If you disagree with our decision, I recommend you to file a complaint to the ADR as mentioned above. I wish I could be of more help.

Best regards,

Peter