Jacks Club Casino - Hráčův účet byl uzavřen a finanční prostředky byly zabaveny.

This casinò is a scam. They blocked my withdrawal, while I was waiting them to solve the problem I lost much money , then they deactivated my account when my balance was 500$. Banned me from telegram, don’t answer to my email…

Dear spokloki,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which games you played?

Could you kindly confirm if you passed the full KYC verification?

Have you received any more detailed explanation as to why your account was deactivated?

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

Best regards

Veronika

Could you please specify which games you played?

in house games, slot

Could you kindly confirm if you passed the full KYC verification?

yes I did

Have you received any more detailed explanation as to why your account was deactivated?

no, they don’t answer to my email

Thank you for your reply. Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or screenshots with the bonus offer along with its Terms and Conditions.

Dear spokloki,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of spokloki. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear spokloki, thank you for your email. Please specify the bonus you activated and played with.

Sorry for the late reply.

there is only one bonus activated to every player, u can check T&C at point 14

https://jacksclub.io/legal/terms-of-service

Thank you very much, spokloki, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

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

I would now like to ask Jacks Club Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Thank you for raising this matter. At JacksClub.io, we take security and fairness very seriously to protect both our players and the integrity of our platform. We appreciate Casino Guru’s role in facilitating this dialogue, and we want to provide clarity regarding this issue.

The user’s withdrawal request was temporarily placed on hold due to potential irregularities that raised security concerns. As part of our standard procedures, we requested additional Know Your Customer (KYC) verification to ensure compliance and protect our platform from potential exploits.

Despite multiple attempts on our end to work with the user and obtain proper KYC verification, the user repeatedly tried to circumvent our KYC verification by paying other people to verify his account for him. This type of behavior suggests a possible breach of our system.

To further investigate and ensure platform security, we temporarily disabled some of our in-house games, including Tower, Mines, and HILO. This step was taken as a precautionary measure while we assess any potential exploits.

If and when the security issue is resolved, we remain willing to work with the user to conduct proper KYC verification. Our ultimate goal is to maintain a safe and fair gaming environment for all.

We are committed to transparency and look forward to collaborating with Casino Guru to find a fair resolution.

Thank you for the update Jacks Club Casino representative. I would appreciate it if you could share any evidence of the verification attempts by fraudulent means. You can forward any information to my email. (peter.c@casino.guru) Thank you for your cooperation!

Dear spokloki, can you verify the integrity of the statement by the casino? Have you tried to go through the verification process with the help of third parties? Thank you for the clarification!

Dear Peter,

Thank you for your message. I’d like to clarify the following:

1. Mines is the game I played and won the most on. As for other games, I placed no more than around ten bets in total, with no significant results.

2. I completed the KYC verification process immediately without issues. The claim that I paid third parties to verify my account is completely false.

3. From my experience with Mines, the multipliers are higher than on similar platforms.

This issue has persisted for over a month, giving the casino ample time to investigate. However, my account remains blocked without any clear explanation. The false accusations about bypassing verification raise serious doubts about their intentions.

I am frustrated by the lack of transparency and fairness in handling this matter. I appreciate your help in finding a resolution.

Hi Peter,

To make progress and ensure everything is discussed clearly, we’d like to schedule a call with you. If Spokloki is available and willing, he’s welcome to join as well.

We sent you a mail.

Thank you for the clarification on the case during the call and providing me with supporting evidence Jacks Club Casino representative.

spokloki I was provided with evidence of your attempts to circumvent the casino's KYC verification using third parties. I highly advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken are justified and we will no longer assist you and reject your complaint. Thank you for understanding!

Kind regards,

Peter