Jack Casino - O saque do jogador foi adiado devido à investigação da conta.

Verified account – $15,000 withdrawal rejected and account locked "under investigation"

I recently created a new account, made a $2,500 USD deposit, and played for less than two hours. I reached a total balance of approximately $15,000 USD and requested a withdrawal.

After completing full KYC verification, my withdrawal was rejected, and I was informed by live chat that my account was placed "under investigation." I was not given any explanation or timeline for resolution.

I have never used multiple accounts, bonuses, or any form of prohibited play. This is my first time using Jackbit, and all activity was legitimate.

Despite multiple follow-ups, the only response I receive from support is that the case is being reviewed by their "security team." No rule violation or specific concern has been shared with me.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jackbit Casino.

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents were you asked to submit during the verification process?
• When was your account blocked, and when did your interaction with live chat take place?

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,

Tomas

Hi there,

-I have played baccarat and blackjack only to achieve my balance.

-No bonus is used. All are purely from my deposit.

-I have submitted my ID and also did a live face recognition process.

-My account was frozen since yesterday.

Here’s an update from support team just 2 hours ago, which I find it very outrageous and unfair:

"We are reaching out regarding your account activity.

We would like to inform you that, following a thorough review of your account activity, it was found that there was a violation of our Terms and Conditions, specifically section 9.

As a result of this violation:

All winnings associated with the breach have been deducted, and please note that you are allowed to withdraw your deposit minus 20percent; after that, your account will be closed permanently.

We understand that this may be disappointing news, and we sincerely apologize for any frustration this may cause.

Please know that this action was not taken lightly and is in full alignment with our policies, which are in place to ensure fairness and integrity across our platform.

If you have any questions or would like further clarification, please do not hesitate to reach out."

-my thoughts-

it’s really unfair that they did not provide any evidence at all. Clearly think that they can get away with just saying nothing. Not only they removed all winnings, yet they removed 20% of my remaining deposit balance. Disappointed and frustrated.

Dear Jay6

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Jay6 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jackbit Casino for their help in resolving this complaint. We would like to know why the player's account is restricted and what we can do to help resolve this issue.

Thank you!

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.

I have tried to contact Jackbit Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Jackbit Casino. We received the following message:

Dear Peter and Jay6,

Firstly, we would like to apologize for the delayed response.

After reviewing the case in detail, we determined that the player had developed and used mathematical strategies to gain an unfair advantage in our games. This activity was escalated to the game provider for further investigation and was subsequently confirmed by them.

As a result, the account was closed due to a violation of our Terms & Conditions, specifically Section 9: Development of strategies aimed at gaining unfair winnings.

Following the account closure and in accordance with Section 11 of our Terms & Conditions, 20% of the last deposit was deducted from the balance as an administrative fee, the remaining balance has been withdrawn.

Sincerely,

Jackbit Casino

Thank you for the update Jackbit Casino representative. Would it be possible to provide me with the confirmation from the game provider and evidence of the unfair advantage strategy? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

Thank you for reopening the complaint and giving us the opportunity to provide a proper resolution.

We have sent the confirmation letter from the game provider to your email address.

Best regards,

Jackbit Casino

Dear Jay6, Your account has been locked following allegations of card counting while playing blackjack. While we fully acknowledge and respect the right of casinos to protect their operations and safeguard themselves against any form of potential abuse, we also believe it is important to consider long-standing practices that exist within land-based casinos.

In traditional, physical casino environments, when a player is identified as employing card counting techniques, the standard response is typically to restrict or permanently bar the player from continuing to play blackjack at that establishment. However, it is equally standard practice that any legitimately won chips or winnings accrued prior to that determination are honored and paid out in full. This approach ensures that, while the casino protects its interests going forward, the player’s prior winnings are not retroactively invalidated when no explicit cheating, collusion, or use of prohibited devices has been proven.

Dear Jackbit Casino representative, we respectfully suggest that a similar approach be adopted in this case. We are not disputing the casino’s right to limit or discontinue a player’s access to certain games, nor are we seeking special treatment. Rather, we are requesting fair consideration in line with widely recognized land-based casino standards: that any winnings obtained through legitimate gameplay be honored and paid out accordingly, even if future play is restricted.

We believe this would represent a fair and balanced resolution that respects both the casino’s need to manage risk and the player’s reasonable expectation that legitimately earned winnings will be upheld. Thank you in advance for your consideration!

Dear Peter,

Thank you for your response and for outlining your position.

While we acknowledge and respect the comparison to land-based casino practices, we must clarify that such an approach cannot be applied in this case, as it contradicts the anti-fraud policies governing our platform. Online gaming environments operate under different technical, regulatory, and risk-management frameworks, which are clearly defined in our Terms & Conditions.

In accordance with Section 9 of our Terms & Conditions (Anti-Fraud Policy), the Company maintains a strict policy and utilizes various monitoring tools and techniques to identify activities that may compromise game integrity, including the development of strategies aimed at gaining unfair winnings.

In this particular case, the investigation was conducted in cooperation with the relevant game provider. Following their independent review of the gameplay data, the game provider confirmed that the player had developed and applied strategies intended to gain unfair advantage. Based on this confirmation, the verdict was issued, and the account action was taken accordingly.

Where such activity is confirmed, the Company reserves the right, at its sole discretion, to terminate the account and suspend payouts, irrespective of comparisons to land-based casino practices. These measures are necessary to protect platform integrity, ensure fair play for all users, and comply with our regulatory obligations.

We would also like to emphasize that acceptance of the Terms & Conditions is a prerequisite for participation on the platform, and all players are bound by these rules upon registration.

We appreciate your understanding and consideration of our position.

Sincerely,

Jackbit Casino

Thank you for the update Jackbit Casino representative. Would it be possible to provide me with the confirmation from the game provider? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Dear Peter, apologies for the delayed reply, and thanks for extending the timer.

We've forwarded the confirmation letter from the game provider to your email address on 30th December. Please let us know if there are any additional details required from our end.

Sincerely,

Jackbit Casino

Thank you for the clarification Jackbit Casino representative.We would like to highlight that the report provided by the game provider does not indicate that the player used any software, automated tool, or external assistance during the blackjack gameplay.

Our position remains that a player should not be penalized solely for demonstrating skill in the game. The fundamental premise of casino gaming is that players have a legitimate opportunity to win. Confiscating winnings on the basis of skilled gameplay, without evidence of unfair advantage or rule violations, does not in our view constitute sufficient grounds for such action.

If the casino considers the player’s level of play undesirable, it would be reasonable to restrict or limit their future participation. However, we believe that any winnings obtained through fair and legitimate play should be honored and paid in full. We hope we can find a compromise in this matter.

Thank you for your time and consideration.

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.

Dear Peter,

Apologies for the delayed reply to the complaint.

We understand your position and, as a gesture of goodwill, we have returned the deducted amount to the player balance as an exception. Kindly note that once this amount is withdrawn, the account will remain permanently closed.

Please also be advised that due to currency exchange rate fluctuations, the refunded amount may differ slightly from the original deducted amount.

Sincerely,

Jackbit Casino

Thank you very much for the positive update Jackbit Casino representative.

Dear Jay6, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Jay6,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru