Jacks Club Casino - 正当な理由なくプレイヤーのアカウントがブロックされた。

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Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you please advise whether you are an affiliate of Jacks Club Casino?
2. I would like to confirm my understanding: has your account been blocked by the casino due to fraudulent activity associated with a user who accessed the site via your referral link?

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,

Attila

Hello, Attila! In response to your questions: About my status: No, I am not a Jacks Club casino affiliate. I am a regular player. Block: You are correct, the casino is making claims due to the actions of a user who registered using my referral link. Currently, the casino has blocked all financial transactions for me (withdrawals are not possible), citing suspicious activity by this referral. I consider these restrictions unjustified, as I am not responsible for the actions of third parties and have not contacted them. My request to the casino's support team for evidence of my guilt was denied. I would be grateful for your assistance in unblocking my account.

Dear Player,

Thank you for your response. Could you please confirm whether there were any remaining funds in your account at the moment you lost access?

Additionally, could you please advise whether you have completed the KYC verification at this casino? How long have you been active at Jacks Club Casino?

Thank you for your patience and cooperation.

the remaining funds were 300 USD, I did not pass KYC verification, Joined on May 25, 2020

Hello 7777777win,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 7777777win,

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,

Attila

Hello there,

Thank you 7777777win 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 the player's account was blocked and what we can do to help resolve this issue.

Thank you!

It is true that we disabled Prometei’s withdrawal functionality, and there is a clear reason for that. Due to intentional wager abuse involving a third-party game, he was able to withdraw around $30,000 in affiliate commission that was not legitimately earned.

After reviewing the activity on both accounts, we concluded that the two players may have been acting together. The abuse was sophisticated and carried out over a short period of time. In line with our normal procedure in cases like this, we blocked withdrawals on both accounts.

Once we explained the situation, we gave him the opportunity to return the unlegitimately funds and have his account restored to normal status. He chose not to do that. For that reason, it is not accurate to say that we are unfairly preventing withdrawals. He made the decision not to return the funds, and that decision is why the restriction remains in place. He cannot keep the unlegitimately commission and at the same time expect full account access. In my view, Casino Guru should not be used as a pawn in this matter.

Hello Peter, this is not true, I have been there for 6 years and have attracted new players there through their referral program, I have 170 referrals there, I am not responsible for their honest or unfair play, they are lying about 30,000, let them provide screenshots of all my casino withdrawals, most of the referral funds were lost in the same casino, I have screenshots of correspondence with their support where they themselves admit that I am not to blame for the fact that an unscrupulous player violated Something and the security system worked and blocked my account, I have correspondence with them where they admit that it is not my fault but they do not want to unblock the account, it is not legally and confirms their deception.

Thank you to both parties for the update.

Dear Jacks Club Casino representative, would it be possible to provide me with evidence of the player withdrawing not legitimately earned commissions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter, we recently migrated to a whole new casino platform, where we didn't migrate all the data.

So its a bit time consuming to gather this. Also Prometei won't be able to see his withdrawals anymore because of this.

So I what I want to propose to Prometei is that we enable your account again, so that we can resolve and close this issue. Let me know what you think.

I'm ready to return to JacksClub Casino, but only on the condition that they lift the ban on deposits and withdrawals, and most importantly, that they lift the ban on withdrawals of referral funds from my account. I've always played fairly, and I bear no responsibility for the actions of my referrals. I don't know them. The site administration itself has acknowledged my innocence, and I have all correspondence with them.If JacksClub restores all the functions of my account, I will forget about this incident and am ready to shake hands.

Thank you Prometei, I have lifted the withdrawal restriction, so your account isn't limited in any way now.

Thank you, I'm glad that we were able to come to an understanding. 🤝

I want to thank Peter and your website for helping me with this issue.🤝

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 7777777win,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter