JackTop Casino - Igrački nalog je zatvoren bez razloga.

Jacktop and Bm.bet are from the same operator. Fair Game Software Solutions fgs played at both casinos during the same period. Jacktop.com - Serious breach of duty of care, refusal to close account and €15,443 embezzled.

Bm.bet - Serious breach of duty of care, refusal to close account and after threatening with a lawyer, closed but then contacted me twice more to say they missed me and were waiting for me. €17,475 embezzled

I am filing a serious and urgent complaint against Jacktop and Bm.bet Casino for gross negligence, refusal to close my account after explicit requests, and knowingly exposing me to severe financial harm.

Between (jacktop)19-08-2024 and 09-03-2025, (bm.bet) 20-07-2024 I deposited a total of (jacktop) €15,443. (Bm bet) 17,475. During this entire period, not a single withdrawal was ever approved or paid, even though I submitted multiple requests. Far worse is the fact that I informed Jacktop's support on several occasions that I was losing control and I explicitly instructed them to close my account immediately.

Jacktop ignored every closure request and continued to accept large deposits without performing any checks or interventions. This is not an operational error. This is a willful breach of duty of care, a violation of responsible-gambling standards, and a direct failure to comply with basic AML and affordability obligations.

Their actions show reckless disregard for player safety and prioritization of profit over legal responsibility.

Key violations:

Total deposits: €15,443

€17,475

Total withdrawals paid: €0

Clear and repeated requests from me to close my account

All closure requests ignored

Jacktop kept my account open and kept accepting high deposits after I asked them to stop

No KYC, source-of-funds, affordability, or risk assessments performed

No responsible-gambling intervention despite clear red-flag behavior

Support stopped replying entirely once I requested explanations and payouts

Any compliant or responsibly operated casino would be legally obliged to immediately close or freeze the account after such requests. Jacktop and Bm.bet intentionally failed to do so, resulting in severe financial damage.

This is gross negligence, misconduct, and a serious breach of duty of care.

I seek:

1. Full reimbursement of all deposits (€15,443) (17,475) due to the casino's refusal to close my account and their failure to follow mandatory player-protection measures.

2. A full investigation into Jacktop's and Bm.bet responsible-gambling and AML procedures.

Their behavior is dangerous, unethical, and unacceptable. Immediate action is required

Jacktop + Bm.bet zijn van dezelfde operator Fair game software solutions fgs bij beide casinos in dezelfde periode gespeeld. Jacktop.com - Ernstige schending zorgplicht, weigering account te sluiten en €15.443 verduisterd

Bm.bet - Ernstige schending zorgplicht, weigering account te sluiten en na dreigen met advocaat gesloten maarvdaarna nog 2x benaderd dat ze me missen en op me wachten €17.475 verduisterd

I am filing a serious and urgent complaint against Jacktop and Bm.bet Casino for gross negligence, refusal to close my account after explicit requests, and knowingly exposing me to severe financial harm.

Between (jacktop)19-08-2024 and 09-03-2025, (bm.bet) 20-07-2024 I deposited a total of (jacktop) €15,443. (Bm bet) 17.475. During this entire period, not a single withdrawal was ever approved or paid, even though I submitted multiple requests. Far worse is the fact that I informed Jacktop’s support on several occasions that I was losing control and I explicitly instructed them to close my account immediately.

Jacktop ignored every closure request and continued to accept large deposits without performing any checks or interventions. This is not an operational error. This is a wilful breach of duty of care, a violation of responsible-gambling standards, and a direct failure to comply with basic AML and affordability obligations.

Their actions show reckless disregard for player safety and prioritisation of profit over legal responsibility.

Key violations:

Total deposits: €15,443

                           €17,475

Total withdrawals paid: €0

Clear and repeated requests from me to close my account

All closure requests ignored

Jacktop kept my account open and kept accepting high deposits after I asked them to stop

No KYC, source-of-funds, affordability, or risk assessments performed

No responsible-gambling intervention despite clear red-flag behaviour

Support stopped replying entirely once I demanded explanations and payouts

Any compliant or responsibly operated casino would be legally obligated to immediately close or freeze the account after such requests. Jacktop and Bm.bet intentionally failed to do so, resulting in severe financial damage.

This is gross negligence, misconduct, and a serious breach of duty of care.

I seek:

1. Full reimbursement of all deposits (€15,443) (17.475)due to the casino’s refusal to close my account and their failure to follow mandatory player-protection measures.

2. A full investigation into Jacktop’s and Bm.bet responsible-gambling and AML procedures.

Their behaviour is dangerous, unethical, and unacceptable. Immediate action is required 

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Dear Steef,

Thank you very much for submitting your complaint. Please keep one complaint per casino, as it will assure the clarity in our communication. For your issue wit BM Bet casino, I kindly ask you to submit a new complaint. I’m now going to address your negative experience with JackTop Casino. The disputed amount will be adjusted accordingly.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you feel that you are having a gambling problem, please?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina