Jack Casino - Os ganhos do jogador são confiscados após a verificação da conta.

I am a player from Russia. I registered on the site at the end of May this year. I immediately asked in the chat if I could bet on sports from Russia, to which they said yes. I deposited $100. I placed 2 bets on sports and my balance became $350. I did not use any bonuses.

then they asked me for verification. I successfully passed it, after which they wrote off all my winnings + a 20% commission. In the chat they told me that it turns out they don't accept players from Russia and all my winnings were cancelled and they also wrote off 20 dollars on top. but when I passed verification, they had a registration point for residents of Russia!

I ask you to help me return my honestly earned winnings.

я игрок из россии. зарегестрировалсь на сайте в конце мая этого года. сразу спросила в чате могу ли я из россии делать ставки у них на спорт на что они сказали да. я внесла 100 долларов. поставила 2 ставки на спорт и мой баланс стал 350 долларов. никаких бонусов я не использовала

 потом у меня запросили верификацию. я её успешно прошла после чего у меня списали весь мой выигрыш + комисиию 20%. в чате мне ответили что оказывается они не принимают игроков из россии и весь мой выигрыш аннулирован и ещё сверху списали 20 долларов. но при прохождении верикации у них был пункт регистрации резидентов россии!

прошу вам помочь вернуть мой честно заработанный выигрыш.

Dear varenkkll5422,  

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

I have checked the terms and conditions of the casino and found the following information:

Access to the following residents or access from the following territory onto the website is not allowed - Russia, Belarus, Lithuania, Georgia

Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• Have you checked the terms before creating an account? 
• Could you please specify if you were located in Russia when creating your account? 
• Have you ever used VPN to access the casino website?
• Did you pass the verification? Do you have access to your account now or was it suspended?  
• Could you please share your communication with casino support (emails, chat logs)?  Please, send it to my email address at natalia.b@casino.guru or post screenshots here.

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,

Natalia

I asked in the chat and they told me that players from Russia can play. They even have RF in the verification walkthrough (I'm attaching a screenshot)

I am in Belgium and registered from there via Wi-Fi.

I successfully passed verification. The casino told me that I can only withdraw the deposit, taking into account -20% of some kind

я спросила в чате и мне сказали можно играть игрокам из россии. у них в прохождении верификации даже рф есть (прикрепляю скрин)

я нахожусь в бельгии и зарегестрировалась от туда через вай фай.

я успешно прошла верификацию. казино мне сказало что можно вывести только депозит с учётом -20% каких то

Thank you very much for your reply, varenkkll5422. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear varenkkll5422, could you please specify what documents you provided for verification? Do you have a residence permit in Belgium? Do you have any documents to verify your Belgian address?

I am a citizen of the Russian Federation. They told me in technical support that you can register from the Russian Federation. They also have the country of the Russian Federation when passing verification.

Dear varenkkll5422, if you've been living in Belgium for some time, do you have a valid document to confirm your residence in Belgium? Russia is listed as a restricted country in the casino's terms, as stated in my previous reply. However, if you have a temporary or permanent residence in Belgium and you log in to your casino account being located in Belgium (using a Belgian IP address), the casino should verify your account with these documents.

I don't have Belgian citizenship. They told me in the chat when I registered that I can register if I'm from Russia. Let them return the money I won and I'll withdraw everything and let them close the account

Dear varenkkll5422, I didn't mention citizenship; my question was about your Belgian residence permit, which legalizes your stay in the country. Do you have any chat logs with support indicating that Russia was permitted? The issue is that Russia is listed as a restricted country in the casino's terms and conditions. According to our review, Russia has been restricted since at least January 2025. However, if you are in Belgium, you should be able to confirm your Belgian documents and address. Without valid documents proving your residence in Belgium, we cannot assist you with this matter.

Dear varenkkll5422,

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,
Natalia
Casino.Guru