HomeComplaintsJinxCasino - Player’s winnings haven’t been received yet.

JinxCasino - Player’s winnings haven’t been received yet.

Amount: €1,100

JinxCasino
Safety Index:Very low
Submitted: 13 Feb 2023 | Case closed : 13 Mar 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Sweden has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The casino confiscated the player's winnings because he breached the maximum allowed bet, therefore we were forced to reject this complaint.

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1 year ago
Translation

Hello, I made a deposit at jinxcasino and approved all the rules, etc., you get 200% and it must be converted 30x, which I did, the line was full and I could withdraw, enter all my bank information, etc., KYC contacted and they were able to verify that it it's me, got an email today that my withdrawal has been dismissed due to broken bonus rules, which is not true at all, my bets have not been rejected and I have not complained about anything, made a higher bet and it has been rejected but since then I have only played slots. I really need help

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1 year ago

Dear abbe044,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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1 year ago
Translation

Hello, I had 1100 euros in the account, now I only have 50 euros

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1 year ago

Dear abbe044,

Have you received your withdrawal from the casino yet?

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1 year ago
Translation

Hello, thank you for your feedback

No, unfortunately my winnings have disappeared and I have tried to contact their support and no one can answer my questions, according to them I have broken the bonus rules but it is not stated in terms 3,4,5 and it was not stated at all when you registered itself and plus that my bets have not been denied like all other casinos


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1 year ago

Thank you very much for your reply, abbe044. 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.

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1 year ago
Translation

Hi, thanks for getting back to me


yes absolutely I can solve that


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1 year ago

Thank you for your emails. Unfortunately, I don't see any messages from the casino explaining the disappeared winnings and which rules you breached. Could you please forward it as well? Thank you very much.

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1 year ago
Translation

Hello, they will definitely solve it

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1 year ago

Please note that if you repeatedly breached the maximum allowed bet as the casino stated in their email, the casino had the right to confiscate your winnings. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

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1 year ago
Translation

Hello, thank you for your feedback


if you test and register and I accept the bonus, their numbers won't appear, it doesn't say anywhere that their maximum bet is 2 euros, only when I won did they see it and now they have locked my account

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1 year ago

I understand your frustration, but please note that the maximum bet amount is stated in the terms and you should always check the bonus T&Cs before you accept any bonus. You can see it here:

"27.2. Bonus money: wager (wagering)
The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from table games (Roulette, Sic Bo, Baccarat, Live Сasino and others), as well as from various video poker games are not taken into account.
The maximum bet amount to wager the bonus is 2 EUR."


I assure you that the maximum allowed bet has been stated in the terms for quite some time and we also share it in our casino review.

Of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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