Jazz Casino - Player’s winnings have been confiscated.

I've been a member of Jazz Casino since 2021. I always played blackjack and hardly anything else. I'll usually win around $1000 here and there, sometimes $500, and quit early. never had a problem getting paid. This time I decided to play on and not quite early. From November 17, 2023 - November 19 2023 I went on a crazy run. Everything was clicking! My side bet (pair & 21+3) was hitting, My hands were hitting and the dealer was busting! I also pay 2/3 hands at a time. I double often and split often. By Sunday I had about 30K in my account. all from blackjack and I played for hours and hours each day. The balance would go down and up. down and up but I mostly came out on top!

They ended up freezing my account and said it was for "routine review" and come back in 24 hours. this was Sunday night/ Monday morning. I thought cool they were probably checking if I was cheating or laundering money which I was doing neither so I thought nothing of it. 24 hours go by my account is still locked. I call they say "Congratulations on your winnings and your account will be unlocked in 24 - 48 hours. " I say fine I'll call back on Monday. I have nothing to hide. I played fair and square.

I got a call from NICK on Friday informing me that I didn't win 30K in blackjack because there was a glitch between Fresh deck and jazz casino accounting.

He says some of my winnings were paid out double and some of my bets did not withdraw from my balance. He then said we recalculated all of the bets and that I actually owed the casino $1100 he was sorry for the inconvenience and would zero out the account for me.

I told him that it was impossible! I won too many side bets to have lost not including the double downs and splits that I won. It is impossible for me not to have one, and I never won more than I was supposed to and they withdraw all of my losses from my balance each lost!

I told him to please send me a spreadsheet of all of my bets. He sent 3 spreadsheets, 2 contain all my bets of what really happened and 1 contains what Jazz Casino created from the bets. I think they just made something up to try and cover them.

I am currently going through the bets that actually happened that they are saying is wrong & they are all correct and adding up. I was not paid double or more than I was supposed to and on every loss they withdrew from my account.

They are trying to stiff me!

Dear KellCromer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

• Have you received any official report from the game provider?

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards,

Petronela

Yes they also sent me the bets in a spreadsheet and i went through over 3,000 bets and found no double pays out and when i lost they took it out of my balance everytime.

I luckily screenshot my account history before they locked me out of my account. The only time i got double my bet is when I doubled or split my hand which can happen on any hand in blackjack.

Thanks, KellCromer, for forwarding the email with your game history. I noticed you received an email from the casino, but do you have any information about an official statement from the game provider that would explain the technical glitch?

I do not. I contacted fresh deck to see if they could confirm a glitch but no response and no official statement from jazz casino. Just the email I screenshot that i sent over

I wasn't the only one playing at these tables but seems like I am the only one who won. But they are saying an accounting glitch that can't be found in the accounting. All my bets and balances adds up correct

Thank you very much, KellCromer, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

THANK YOU

Hello, KellCromer,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Jazz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Jazz Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?

The player provided us with an explanation and game logs from the casino stating a reason why his balance was decreased to $0. I can see there were discrepancies between the balance statuses in many rows (initial balance vs. final balance values), but the details are not completely clear. How did the casino conclude that the player's final balance after the correction should be less than $1,100? How was it calculated, and why all the winnings should be confiscated?

Are you please able to show it on particular examples from the player's game history?

Do you have any official statement from your game provider regarding the matter with the details? If yes and it is possible, can you share it with me?

It is possible to share the data directly here, with your reply (screenshots), or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

hi I went through the game log and didn’t see any discrepancies with the starting balance and ending balance.

when I won they added to the balance and when I lost they subtracted the lost from my balance.

there wasn’t any double payout. Or any missed deductions when I lost from my balance. They took my bet each time I lost.

you do see in the game log where there are 2 or 3 hands where I lost or won and the balance seemed to stay the same but it calculated on the next hand. Because I was playing 3 hands at a time. Sometime 2 but mostly 3 hands against the dealers one. I’ll add an example of where this occurred but the account always added back up.

you see the bottom 3 hands.

Starting balance 29900,4677

I lost all 3 hands

1.-100,00

2.-100,00

3.-100,00

total lost -300,00

look at the starting balance of hand 4.

You’ll see the 300,00 as been subtracted from the balance.

the starting balance at hand 4 is 29600,4676.

each 100,00 from the last 3 hands of mine had been subtracted from my balance.

there isn’t any missed deductions from my balances when I lost. & No double pays….

.

Dear KellCromer,

Thank you for the explanation. However, you shared only a few examples where it could have been OK, and only for the lost bets. But, nobody claimed that all the bets were incorrect or incorrectly credited to the balance or deducted from it.

In the meantime, I was in contact with the casino representative recently, and it is clearer to me now. I will try to explain it to you using a particular example, but first, I have a few questions, because I am still waiting for some additional details and clarification from the casino representative, and I will have to also discuss it internally with the team.

You mentioned that someone from the casino sent to you "3 spreadsheets, 2 contain all my bets of what really happened and 1 contains what Jazz Casino created from the bets. I think they just made something up to try and cover them."

In the email you sent to my colleague Petronela earlier, I can see there is only 1 spreadsheet (Excel file/report/game logs). How did the casino send you those files? Can you please forward all the emails from the casino with all the attached files to my email address (branislav.b@casino.guru)?

• I see you use Gmail, so please, send them as follows: click the right mouse button per each email and choose the "Forward as an attachment" option from the drop-down. I recommend using a PC for that.

You also mentioned that you have screenshots from your game sessions. Can you please send me all of them to compare with the details provided by the casino and the game provider?

Now, the example:

I saw the bets in the screenshot below in detail - 3 seats 50$ main bet per each + side bets (2x25$ per seat).

Chronologically, the data goes from the bottom upwards.

• Excel row 1121 - bet -> loss (-$100)
• Excel row 1120 - bet -> main bet win, side bet loss (+$100)
• Excel row 1119 - bet -> main bet win, side bet loss (+$100)

Overall, you bet $300 and won $200 back, so you should have been credited back with a $200 win, in total, you should have been in minus $100 compared to the balance you had at the beginning of the round. Instead, after these rounds, your balance was $100 in plus compared to the initial balance (the winnings credited twice).

However, the provider has the complete and correct report where everything is shown correctly. So, the casino's explanation makes sense, and the data supports the casino's claims about technical glitches between the casino and the game provider and the fact that you saw the incorrect data in your account during your sessions.

Is it please clearer to you now?

Also, one more question arose in the meantime - since the casino's data was incorrect and you very likely saw only this data in your account and during play, while the glitch occurred on many events, did you notice it at some point? Were you aware of the erroneously credited funds to your balance at any point?

It is a bit difficult to believe that you (for example) bet $300 in total, won 2 seats with $200, but got $400, and you did not notice it in any instance at all.

I will inform you when I have additional details from the casino representative and my team.

I did not notice anything more to my balance than what I won. I forwarded the email. with the 3 spreadsheets.

Youll see the 1 they are going by has 738 hands. the actual gameplay has over 2800 hands.

where are the other 2100 hands that aren't being calculated?

Also if it did happen it did not happen every hand. and if my winnings were doubled and take that away I would still be owed 15k

I was also doubling and splitting a lot of hands as well as hitting sidebets.

Dear KellCromer,

I am sorry for the delay. There was a lot of communication with the casino representative outside the thread and with my team. Since it does not work like Live Chat, it took much longer than I expected, and also, there is still ongoing chat with the casino representative on Skype. I sincerely appreciate your patience.

However, the technical glitch occurred differently. Many winnings were doubled, but it does not mean it is enough only to deduct half of the winnings to get the final result. I would like to put it in perspective again.

The casino informed you that bets and winnings were doubled and that your correct balance should be -$1,125, so they reset your balance to $0. But, after reviewing all the details and evidence received so far, it seems like it is not completely correct, and that for some reason, a part of the correct game logs is missing from the file (correct data) you received from the casino, compared to the original and complete one. One date is missing.

The data shows that bets were not doubled, but only winnings were doubled, and that overall, according to the correct game logs, it is very likely your final balance should be $1,125 in plus, not negative.

The game logs that you described as "made up" data from the casino, which you did not share with us, for some unknown reason, at the beginning with all the attachments and complete email body with a nice explanation, where something around 2100 rows is missing, are the correct data from the game provider. It is even very easy to check and find out which data is correct. You can see the difference if you compare the example bets/winnings stated in my previous post with the data from the game provider (those 735 rows). The explanation for different numbers of rows is one of the easier things here - 1. The report from the game provider is generated in a completely different way. For example, in normal circumstances, 3 rows in the game provider's report are displayed like 6 rows in the report generated from the casino's system. 2. On top of point 1., there were duplicate winnings rows in the casino's system caused by the technical glitch. 3. One date is missing in the game provider's game logs shared by the casino. So, the casino's explanation and all the data together make perfect sense.

For better imagination, I am attaching the same example of bets/winnings explained above, but from the game provider's correct game logs.

As for your claim that the casino should still owe you $15k - I explained to you what happened, and provided examples. Your logic would make sense if we also doubled loss for each mistakenly doubled winning. But, by doing that, we would get the correct results of the balance as they are displayed in the game logs from the game provider. In addition, if you saw the wrong balance for the entire time in your account, which kept increasing, you changed your game strategy (increasing bets) based on this incorrect information - based on a much higher balance compared to the real one. However, the balance would not have been increased that way without the technical glitch. During the sessions in question, you saw only fictitious and unreal balances/winnings information there. Most of those winnings did not exist at all. Another thing is that the casino's report shows bets and deducting their amounts in the same rows, while the winnings are shown in new rows (which were even doubled), but the game provider's data shows all transactions in the same rows. According to the casino's incorrect game logs, you basically could not lose due to your game strategy, while in the case of minimal winnings, the balance went to plus much more than it should have, or even if it should have been decreased. Therefore, we cannot stick to the incorrect game logs from the casino's system. It is completely incorrect.

So, to sum it up, unfortunately, it is clear what happened. Your play was also significantly influenced by incorrect data that you saw in your account during the sessions in question, and there is no other option than to come to terms with what has happened. To be honest, you could be glad that it ended with a profit anyway.

As was mentioned, you received the correct game logs reduced by some rows, by mistake on the casino support's side, specifically by one day (November 19, when the technical glitch occurred regularly too). But it was a human error, and it did not influence the outcome.

Furthermore, in the meantime, I discussed the matter internally with the team, and we reached a unanimous result - all agreed that the casino should restore the winnings you are entitled to ($1,125) as a compromise and also as a way of compensation for the inconvenience caused. Regardless of the influence of the technical glitch on your game strategy, the correct data shows you ended in profit anyway.

The casino representative was informed about the same, and I am only waiting for the complete original game logs from the provider, to compare them with the data you received as game logs from the game provider sent to you by the casino support via email. So, once I have the complete game logs from the game provider, the explanation and the real remaining balance/winnings are confirmed completely, and the casino accepts our recommendation, the disputed amount of the complaint will be updated accordingly, and we will only wait until $1,125 is restored on your casino account.

I sincerely believe that now it makes sense to you, and you fully understand the situation.

Now I will set up the timer for the casino to keep track of the complaint processing time, and I will wait for the additional data requested. I will inform you about the news myself as usual.

Thank you very much for your patience and understanding.

No. They deducted all of my bets at the start of the game hand. Only the winnings were doubled so when I lost the correct amount was taken from my balance. Also, only some of my winnings were doubled. not all. But some. The reason my bets increased is because there wasn't any room on the table I was playing on and had to go to a higher table.

also if my losses were doubled then everything would even out. Doubled winning and doubled losses would even out the gameplay. but that wasn't the case. only my winnings were on some hands were doubled. Not all but some.

So I won 30K and only "some" of my hands were doubled then I am still owed my winnings when you take away the double.

I never changed my betting strategy. it stayed the same.

For example, let's say my balance is $500 I bet $100.

The $100 is taken from my balance as soon as the card a dealt. Now my Balance is $400. If I win. My balance should $600.

But they glitch paid me my profit 2x

$100 from my bet & $100 profit + $100 (glitch)

my balance is $700.

Correct the glitch my balance would be $600. I still won. the cards didn't glitch. The hands I won I won.

"In addition, if you saw the wrong balance for the entire time in your account, which kept increasing, you changed your game strategy (increasing bets) based on this incorrect information"

I never changed my betting strategy. Never increased based on incorrect information. I changed tables with higher bets because the table I was playing on got full and there were no chairs open.

So that information is a lie!

"According to the casino's incorrect game logs, you basically could not lose due to your game strategy, while in the case of minimal winnings, the balance went to plus much more than it should have, or even if it should have been decreased. Therefore, we cannot stick to the incorrect game logs from the casino's system. It is completely incorrect."

I did lose and they did take their money for my bets. This is also incorrect. the balance did decrease when I was losing.

I am getting cheated and scammed.

This is so foul and wrong.

When I lost they took their money. EVERY TIME!

If only "some" of my winnings were doubled and all of my losses were deducted. Then I am still owed much more than $1100.

Let's all of us get on a SKYPE call together.

'

This is unfair and illegal to cheat people out of their winnings. I try to be understanding about a glitch. But that glitch did not affect every hand only some of the winnings were doubled. not all but some. I'll go through the game log and find each time the winnings were doubled and calculate the total. I know for a fact I am owed more than $1100. I won too many hands to many side bets man y splits to many double downs.

This is insane.

Balance of $500 -> $100 risked (bet) -> balance is $400 -> if you win $100, the winnings are credited to the balance, but you have the same amount in the balance as at the beginning = $500. Nothing more

That is incorrect. if your balance is $500. You risk $100. The bet is deducted before the hand is played. so now the balance is $400. If you win. The casino pays you $100 and your bet goes back to your balance so your balance would be $600 at the end of a winning game.

I've added a live example. (balance in top right corner)

The balance is $500. the bet is $100. the hand is won. The casino pays out $100 and your bet is returned making the balance $600.

Since we are an objective mediator between players and casinos, we should look at the whole situation from the casino's side too. It means that the casino could also claim that you knew about the incorrect data and doubled winnings for the entire time, abused its system/technical glitch, won, and now you demand the "illegitimately" accumulated winnings (which basically did not exist at all). It would be likely impossible to prove anything else, but the casino could claim that it was cheated and scammed.

This is an online casino. All I can do is deposit my money and play my hands. I've lost thousands to this casino. I didn't abuse anything. They are abusing me. I played fair and square. Just like anyone who won money gambling, they would like to be compensated and not swindled out of their winnings.

My balance went up and down. I didn't just win. My balance dropped multiple times. I didn't just win, win win. no, I lost it was a battle. Every bet I placed was subtracted from the balance. I didn't get any free hands. When iI won I only got paid out what was owed. The only time I saw big jumps was when I hit a side bet. I hit a lot of side bets. Some side bets pay 25:1 others 9:1. I won a lot of hands. I won a lot of side bets. I also won a lot of split hands and doubles. I did not cheat on any hands. I play fair and would like to be treated fair. When I lost and the casino took my money I didn't accuse them of cheating I went a put more money on to play again. And I also played on multiple different days. This didn't happen in 1 day. I played over 3 days. Hours on top of hours. I played at multiple different tables and multiple different dealers.

And as they stated earlier only some winning hands were doubled. NOT ALL so if there are "double profits" on some winning hands, fine subtract it. This so-called "glitch" didn't affect every hand.

I know for sure it is more than $1125.

I did nothing wrong on my part. My betting strategy stayed consistent. The only reason I moved to a table with a higher limit is that the lower table was full and I couldn't get a seat and even then I was not betting a crazy amount. I didn't grow this balance overnight. It took days. I had some very good runs and I also had bad runs. When I got cold and I lost a certain amount I would quit and come back later. Same thing I do when I go to Vegas. I've been gambling long enough to know when your steak is over and it's time to quit.

I played blackjack and won. That's all I did.

They always call my phone encouraging me to play blackjack with them. Out of all the casinos to play blackjack with.

some of the information just seems a little weird to me and it is not a consistent story. Just seems like they do not want to pay me out. I'm not here to cheat anyone but I don't want to get cheated.

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.

the whole situation is fishy and sounds like they came up with anything to not pay me out. they also switched stories multiple times. would it be best to contact a legal team and let them solve this matter ?

What do you mean by a legal team, please?

There is one more option - to consult the gaming authority that regulates the casino or to submit a complaint to them. However, I am afraid it will end up the same way since the explanation and data from the casino and the game provider are clear. So, if we are talking about something more than $1100, a lawsuit would likely cost you much more than the disputed amount, and you would end up with a loss.

In addition, I would like to inform you that the casino representative promised me that he would contact me next week. I will inform you about any updates or news.

Dear KellCromer,

I received the complete correct data.

The data confirms what the casino claims, but there are a few details that I asked the casino representative for a while ago. So, I am setting the timer for the casino again. Once I have all the necessary details and clarification, I will be back and inform you how we will proceed.

Thank you for your patience and understanding.

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.

It not making sense. The story has changed and I've been cheated.

cheated out of my money.

Ill just see what I can do legally. This is wrong and has to be illegal.

How did the story change, KellCromer? It is still about the same since the beginning. The casino sent you the correct game logs, but without 1 day, by human error. That is all.

To be honest, it would likely be illegal to get such money since most of it is fictitious, collected/shown only due to a technical issue. In my country, we call it "unjust enrichment", which is illegal.

Currently, I am only waiting for an explanation of "failed bets" since I was provided with additional data, and it is not completely clear what that means exactly.

Alright, KellCromer.

Everything is already completely clear and clarified on our side - nothing changed. Now, the further proceeding is up to you.

There are 2 options:

1. You will accept the casino's decision and the fact that unfortunately, you were entitled to $1,125 - once the casino credits it to your account (if it has not been done yet), we can update the disputed amount to $1,125 and close the case as successfully resolved.
2. You will insist on the disputed amount of 30k USD despite getting sufficient explanations and data/evidence - the disputed amount will be decreased by $1,125, but the complaint will be rejected.

What option will you choose, please?

Can you also provide me with an update on the $1,125? Is there any progress? Were these winnings already credited to your account?

And after further communication with the casino representative, there are a few more important questions.

What was your last deposit before the issues occurred, and how much did you manage to withdraw from those winnings until the casino found it out?

Can you please confirm you managed to withdraw something about $2,500 from those invalid winnings before they discovered the error?

Dear KellCromer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

I have been cheated out of my money. This isn't right. JAZZ CASINO IS A SCAM !

I still can't log in to my account. All the money I lost was fair game As soon as I win they don't want to pay out. I will get justice !

I won fair and square !

Dear KellCromer,

Alright, let's not drag it out unnecessarily.

The complaint will now be closed as unjustified based on the following:

• The disputed winnings are invalid/fictitious and were accumulated as a result of a technical issue
• Although the casino made a mistake when informing you about the results of its investigation (providing the data without your game history from one day due to human error), the data fully supported the casino's explanation
• Even if I made a mistake and once provided you with misleading information, which I explained and corrected later, you have received sufficient and detailed clarification several times in this thread
• After receiving additional information from the casino, it seems like you very likely withdrew more than you were entitled to, and it is possible that (according to your transactions history and game logs) you were aware of the technical issues from the beginning
• Last but not least - in the meantime, the regulator also decided in the favour of the casino

The casino acted correctly and in accordance with its terms and conditions, and therefore, there is nothing we can do to help you with the matter. The disputed winnings were not won fair and square, as you claimed.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although outside of the thread, thank you very much, Jazz Casino Team, for providing information and for your cooperation throughout the process.

Best regards,

Branislav, Casino.Guru