JackWin Casino - Player’s withdrawal has been rejected.

This is with jack win casino I deposited over 700 on my oho e and paysafe card me and my boy live together our wages get paid into his bank we work together to now I was already on 30 grand before I used his card on deposit now I proven that it’s our bank we both use it the pay slip confirmation off funds got up to 48 k they the blocked me account asked stupid ammouts off I’d from name. And my boyfriend the. Refunded two grand cleared the account t balance and kept the remaking 700 deposits I was already on 30 grand before I used the card they taken the lot jack win casino

Dear Wayne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked terms and conditions, and yes, I this is what I found https://jackwin.co.uk/en/page/termsandconditions:

„4.2. The name on the card or the bank account or any other payment method used to deposit to your Account should be identical to that of the Account holder. If we identify that funds have been deposited to your Account from a third party, we reserve the right to immediately return the deposit back to the source and void any winnings that have arisen from such a deposit. Any charges levied by the banks and/or payment gateways may be deducted from the reversed amount. If we have reason to believe that the transaction may not have been authorised by the owner of the applicable card/bank account/other payment method (for example, if we believe the payment card is stolen) then we may immediately suspend your Account, and may refer the incident to the relevant authorities."

Could you please clarify which payment method has been used to deposit funds into your account? Is it a joint account between you and your partner? Would you be able to prove that you are a legitimate owner of the payment method?

Looking forward to hearing from you.

Best regards,

Petronela

Hi I have proof that we use it as a joint account but no as the corona virus we could not visit a bank to be able to do this but have proof we asked the bank and they asked us yo wait till the new year I’ve got my wage slips confirming I get paid into this account and proof off source off funds also

also only 18 grand off the 48 thousand pound. Balance was won on this card the rest was won via pay safe cards and phone deposits

So 30 thousand plus had nothing to do with or arisen from such deposits I see your a ch

Thank you Wayne, for your reply. Could you please forward your deposit history to petronela.k@casino.guru?

Of course

We’re they deleted my account balance there is only showing 636 deposits not 2646 the deposit history has been wiped

We’re they deleted my account balance there is only showing 636 deposits not 2646 the deposit history has been wiped

I can send my bank statements if you like they won’t connect me to live chat

I have fwd you all the confirmation emails off deposits

I have fwd you all the confirmation emails off deposits

Sorry as I us sent the email both cards are in his name only one is in my name don’t understand after given proof we use them as joint account and pay bills out my account they only have a problem with one card not both

Yes that seems to be correct

Could you please confirm that funds deposited from the 3rd party card have been refunded? 

Yes they have

Would you be able to prove that you are one of the rightful owners of the card **5673?

I can certainly prove my wages go directly into there and we use ths5 account for our bills the the rest it put into our savings account has done for a whil3 also 30 grand was won not using the deposit method as we’re taking about it the6 took tha5 to

Thank you very much, Wayne, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Ok thanks so much for all your help

Hello Wayne.

I think in this case, the important is to prove that you had the right to deposit with your partner's card.

I understand that it might be possible only in January and we will need to wait till then.

Meanwhile, I would like to invite the casino representative into the case. They have probably a different opinion on the case.

How do you mean they asked for a hand written note with his I’d holding it al up with him and also his face in a selfie

Please explain the best way to take these people to court if you wouldn’t mind

Hello Wayne.

That will not be necessary.

Each casino holding a UKGC license has an independent ADR procedure which is binding for the casino.

For JackWin Casino it's http://www.consumer-dispute.co.uk/

The initial condition is that you already tried to solve your issue with the casino support and you are not happy with their solution. (checked) So please submit your case there. You should add also link on this complaint as a proof that you already tried to solve the issue with 3rd party mediator + all relevant evidence.

Let me know if you need help, and please write to us when you get the response from them, and we will close this case accordingly.

ok well is it ok to just wait until they reply your guys works is brilliant and don’t want to make any moves without you guys a donation wil be given for all your hard work on this

Thank you for your kind words. Let's then wait the 2 remaining days. Unfortunatelly, we do not have the authority to force the casino to pay you, but the UKGC approved ADR has. We can independently evaluate a case and give you and the casino our opinion on the case. So after the two days (if they will not respond) submit the complaint to the official ADR.

Enjoy the holidays and happy new year.

id like to offer 15% off my winnings to your company as a thank you for this and you guys also

Thank you, it is very generous, but we do not accept the money from players (transparency and independence reasons) But we are happy that you suggest it.

the. Again thank you so much this is life changing money and I can’t thank you guys enough

Hi guys there obviously not gong to respond and all they do is end the live chat service every time they connect to me what’s the next steps on this and how long does these steps take thanks nick

I’ve gone to the adr website and it will not let me download a complaint form

Please fill this form:

You can do it online.

Just let me know when you submit the complaint.

I’ll do that now do you have a opinion on this case ?

That’s now been submitted

Our opinion is that the casino should pay you full winnings. You had the right to deposit the funds from your partner's card, and in such case, it should be considered your own card. You could easily lost0 the money and casino wouldn't refund you.

We will see what the regulator answer. Meanwhile, I am closing this complaint with the status waiting for the decision of the regulator. 

Wayne, please, when you get the regulator's response, let us know. Reopen the complaint (or write to me: matej@casino.guru), and we will close the complaint again accordingly.

But I believe that the regulator decides in your favour.

Hello Wayne.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Wayne ,

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.

Dear JackWin Casino,

We hope this message finds you well. We are writing to address a previous complaint on our website that was marked as "Waiting for Regulator" and subsequently closed. However, we have now decided to reopen this case to inquire if there has been any progress made since then.

We attempted to reach out to the player regarding their complaint, but unfortunately, we did not receive any response. Before proceeding further, we wanted to inquire if you have any records of this issue being resolved by the Licensing Authority in the past. Any updates or information you can share with us would be of great help. Please direct any relevant communication to the following email address: matej@casino.guru

We understand that some time has elapsed since our last communication, but your cooperation in providing us with any relevant details would be highly appreciated. Thank you very much in advance for your assistance.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time.

Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

We believe that if Wayne got confirmation from the bank that he had a right to deposit with his partner's card, the casino paid him, or the ADR helped him solve the issue, but we need the confirmation to solve the case.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.