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Casino locked my Account for winning 20k. I sent them multiple emails and their response was I played in the intentions of to win money and I am barely meeting wager requirements. I have lost several thousands over the years and they don't want me to pay when I won.

I initially opted out from gambling, they reached out to me saying I am a VIP player and activated my Account. Finally when I won they ghosted me and locked my Account.

This is really unprofessional and stealing money. This has to be reported to all gaming commissions. I have all the required proofs

Dear srikanthn56,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and advise whether you passed the verification before the casino closed your account? Please, could you clarify if you have accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.Best regards,

Kristina

Yes, I have passed the verification. They closed my Account and they are the one who reached out to me again and activated even after mentioning I have a gambling problem.

After they reopened I played and lost some money and got cash back bonus, which has wager but no maximum withdrawal limit. I have completed the wager and even requested withdrawals. The moment I won big, they locked my Account.

I have many pending withdrawals and $20,000 in my Account. I am really sad.

Just to give you more info, the day before they locked my Account, I have asked to increase the withdrawal limit to 10k and Taylor from Jackspay said he will take care of it.

After this they locked my Account. Please help, it's a lot of money. i have lost several thousands in one year. I am even ok to get paid half to make a deal with them.

Thank you for your reply, srikanthn56. Have you received any explanation from the casino regarding this situation? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. 

On Mon, Jan 3, 2022 at 6:48 AM Jacks Pay Support <support@jackspay.com> wrote:

Hey there,

My name is Dustin and I am one of the senior managers responsible for

the legal functions here at Jackspay as well as checking every single

withdrawal before our processing lady can proceed with payment.

We have over 20 + years in the business and connections with some of the

biggest names in the US. We are not a fly by night company.

We have a 5 step process to ensure that there isn't bonus abusing

happening as well as a security tab that allows us to see duplicate

accounts and bonus abusers having more than 1 account per household.

It took me a couple hours to review the entire account because you have

been a player at Jackspay for a year and there was 100s of sections to

review. So sorry for the delay.

I read every single transcript between you and our live chat agents.

Yes, you are a depositing player.

You did not have a duplicate account

Our IP tracker didn't show multiple accounts

Your documents were good. Picture and proof of address which is legally

required before we as a online casino can pay your withdrawals.

Identifications were all good.

We have paid you over 70000.00 in withdrawals and you received every

one.

Some were same day and a couple were a bit longer which can happen for

many factors.

We share information with many casinos and we had no blacklisting for

you. So that was all good. You are not blacklisted.

You were always friendly with our agents. You and Taylor L had a pretty

good bond, he always told us about you and shared a couple times where

you emailed us and said you love being here.

One of the steps we do is we check quality control.

We check transaction history

We run a check on your device to see if your using any computer programs

to illegally bonus.

We check every single promotion.

Upon checking your account, there was 13 withdrawal occasions where you

barely met terms. Twice where you asked our agent, hey i want to

withdrawal, can you increase my limit.

The last two withdrawals dec 31st to start.  You didn't wager 1 dime

over the wagering after you barely met.  This is against our terms and

conditions. Its on our website clear.  Then you reverse and ran up

your balance.  Then lost it then in live chat said. I lost all my wins

because of the increase of withdrawal even though you just previously

reopened your account.

The 2nd time you deposit $800 and on your 30% cashback you again barely

meet wagering. Withdrawal $2500 this time and run up your balance to

16k now.

This isnt your first rodeo or history of violating terms. So i decided

to look deeper. I have screenshots showing 13 times in the past year

you have violated terms and conditions.

https://www.jackspay.com/tips-and-info/about-our-bonuses/

It states.

" Jack loves giving out bonuses to keep the action going.

Jack will take it from here

Terms and Condition for a bonus

Bonuses for the most part come with wagering requirements, meaning after

you claim a bonus you will have to wager a predefined amount of bets.

Claiming bonuses with the sole intention of withdrawing will not be

tolerated and will void winnings.

This includes;

Redeeming bonus and 'just' covering the wagering requirements to

withdraw.

Building up visible jackpots with bonus money & returning later without

bonus to exploit the built up bonus money free spins

Jack knows all tricks and he's not going to let it happen.

Remember; bonuses are for entertainment - abuse is not going to be

tolerated

If you're looking to bonus hunt, Jack suggests to go elsewhere "

You agreed to these terms. Jackspay has the right to void your winnings

and suspend your account at any time.

We didn't suspend your account because you have a withdrawal or because

we are trying to take away a players winnings.

You signed up legally.

You automatically agreed to our terms as a player.

The last few weeks you showed that your intentions are to withdrawal as

you meet hence a conversation you had with our agent where you kept

coming into chat.

You kept saying increase my withdrawal limit.

Finally met wagering right on the dot. Your intention was to withdrawal.

If it wasn't, you would have kept betting and you wouldn't have asked to

withdrawal and followed our terms which then would be no issue.

Yes, you are a depositing player but over 100 times you would ask for

more bonuses over and over again.

Again your intentions were to get freebies/ bonuses to run your balance,

barely meet wagering and then withdrawal.

You even had a conversation with Taylor L where he said sorry we cannot

give you bonuses as we bonus based on wagering and you said well if your

not going to bonus me the way i want, i will just leave.

Which you did..

You came back again. You were given bonuses, you won, then all of a

sudden.

Barely meet wagering requirements again.

So, as a casino, we had to determine whether having you as an active

player whose intention is to use our bonuses to withdrawal which is

against our terms and conditions

Do we just allow this sort of behaviour or do we as a casino look into

this as a case where bonus abuse is apparent.

You agreed to our terms, you broke them several times and ran up your

balance and used chip bonuses with money you won after barely meeting.

We cannot tolerate that sort of behaviour.

We as a casino have decided to suspend your account and void your

winnings which we do based on reviewing your account from a professional

perspective.

We have screenshots showing that this isnt some made up attempt.

We are sorry that you had to wait for us to conclude a review.

I have been doing this for 20 + years.

You didn't get suspended for 0 reason.

Your actions caused our actions of suspension.

We are sorry for the inconvenience.

Our intentions are not to block people.

But as a business we must follow all rules and regulations.

Best Regards

Jacks people

--------- Forwarded message ---------

From: S*** <s***56@gmail.com>

Date: Mon, Jan 3, 2022 at 7:12 AM

Subject: Re: Jacks support / barely meeting wagering (Support #60265033)

To: Jacks Pay Support <support@jackspay.com>

Ok. I never abused any bonus. I just played my cash back rebate. 

I have lost many thousands of dollars from last 2 years and I will forward the same info to all casinos and e- gaming commissions unless I am paid at least what I lost the second time.

Taylor reached out to me when I opted myself out and activated my account. I have the 

Email proof stating you reached out to me and activated my Account since I am a VIP player. 

I would like at least a portion to be paid since I won it fair. Let me know how to proceed here. 

Thank you very much srikanthn56 for your reply. I will now transfer your complaint to my colleague Martin (martin.d@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 soon.

Hello srikanthn56!

I will take care of your complaint from now on. I would like to invite representatives of JacksPay Casino into this complain in order to help us resolve the issue.

Thanks Martin! I can't thank you enough.

They reached out to me and reopened my account after I opted myself out and the moment I won 20k, they locked my Account. This is really disappointing and I am helpless.

As there hasn't been any response to this date unfortunately, we we are going to contact the representatives one more time and try to ask them to reply to this complaint. The timer will be extended by another 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative influence on the casino's rating on our website.

Is there any gaming commissions that we can report to about this casino? I lost a lot of money and these guys don't want to pay me the won I fair and square.

Hello srikanthn56!

According to our information JacksPay Casino does not operate any license unfortunately. Which also does not help is the fact, that the casino remains unresponsive therefore rendering successful resolution of this complaint impossible. We are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

According to the email, which we have received from the casino representatives, a breach of terms and conditions occurred with regards of bonus playthrough, therefore I would like to ask you to provide us with the supporting evidence. You can send it to my email: 'martin.d@casino.guru'.

Hey there, thanks for opening this again. All inbox messages are going to spam and now that we have resolved the messenger issues. We will respond to this accordingly. We have responded 3 times on different brands on this same complaint and all cases have been closed and proof has been shown. We will email provide you with supporting evidence via email.

Best Regards

Jackspay Casino

Hello srikanthn56!

I'd like to inform you that we are currently discussing the details of this case with the representatives of the casino outside of the complaint's thread to better understand all the variables. Once we will gather all the necessary information, I will be informing you here in this thread.

Thanks Martin...

Here are talking points please

1. I opted out from gambling. They reached out to me and activated my JacksPay Account. I have an email proving that
2. I won fair and square after losing a lot of money I got cashback. Cashback has no withdrawal limits.. I won 20k. They blockedmy Account

Please can you get at least partial amount from that 20k...Anything you can do is much appreciated.

Hello srikanthn56,

It seems that the main issue of the casino is that although you have completed the wagering requirements for the bonuses, whichever they might be, you have applied for a withdrawal right away. To be more particular, here is the screenshot of the said bonus terms and conditions.

In our position, this is not acceptable, as we believe once the player is awarded with a bonus, fulfills all the conditions of the bonus, there is no reason to withhold the winnings. Especially, it is not very clear what is the casino's idea of the correct time to apply for the withdrawal. I would like to refer to our 'Fair Gambling Codex', where you can find the stance on the matters of 'bonus abuse', which also applies on this case.

We strongly believe that a fair solution would be to pay all the winnings to the player in this case, therefore I would like to kindly ask JacksPay Casino representatives to re-consider their approach in this case.

Hey there, we have 10's of thousands of players, who come into our casino. Deposit and follow all terms and conditions. We do not allow players to bonus hunt and build up their balances by barely meeting the wagering requirements. I think there is maybe a misunderstanding or confusion into why we do not allow that. It isn't set to take away winnings from a player who does meet wagering requirements. The player was bonus abusing our system and doing so against our terms and conditions. Sometimes we may not agree with someones rules. But when a player signs up and registers. They are legally agreeing to the terms and conditions. Show a long term history of bonus abuse = we void all winnings.

We will not be paying this player. We do not pay players who bonus abuse and run up their balances.

Something I have been trying to explain. This player would barely meet wagering requirements, then he would automatically reverse the win and claim another bonus which is also against our terms and conditions. This is a form of bonus abuse on millions of platforms across the world.

This isn't just about barely meeting wagering. It is mainly about, reversing his win and claiming a bonus and building up his balance. We can show screenshots supporting that he reversed these withdrawals and then claimed bonuses. So if we put aside the barely meeting wagering, it is what he is doing with his withdrawal that is a bigger form of bonus abuse.

Best Regards

Martin,

I agree with you..I have completed wagering requirements and won it fair and square..Jackspay will have to pay me since I won it and met all the wager requirements. If I was really abusing why would they reach out to me and activate my account after opting out? The moment I won they are coming up with reasons for not to pay me.. Any help from you and your team is much appreciated.

Also, the 20k I won was from the cashback which doesn't have any limits on winning...please can we escalate this to any gaming commission?

Dear JacksPay Casino,

Thank you for providing us with more details regarding the situation. I'd like to address the fact, that in our previous communication the above mentioned information was not brought to our attention, however it changes the situation significantly.

We do agree, that the player was able to gain an unfair advantage by reversing his withdrawals and subsequently claiming the bonuses with these reversals. Nevertheless, it comes as quite a surprise that such action was even possible to happen. We would strongly advise for you to restrict this possibility in your system to prevent any future events such as the one we are witnessing in this case.

With all that being said, we would like to propose what we thing would be the fair solution for all sides involved. Since the player met the bonus conditions with his deposit of $400, before he started reversing his withdrawals., we'd like to suggest that you would return his balance to the point when he completed the wagering requirements and applied for the first withdrawal and restrict his ability to take any more bonuses as it is mentioned in your terms and conditions when it comes to bonus abuse.

Looking forward for your answer.

Hey there, thank you for your response and understanding of the situation. When a withdrawal is executed our security team goes through several steps of insuring there is no bonus abuse happening. We will put in a request as you have mentioned and see what is possible to restrict this possibility in our system to prevent any future events such as the one we are witnessing in this case.

In regards to giving him a balance back and the ability to play here again.

1. Our management unfortunately doesn't feel comfortable allowing a player back who has a history of bonus abuse which is apparent. The barely wagering requirements and so on.
2. The player has also said in a few emails that if he doesn't get the bonuses he wants, he will no longer want to play.
3. If the player deposited after the fact. We would have refunded his deposit and closed his account.

These are just some the reasons why we are extremely cautious.

Thank you for your response and time on this case.

Best Regards

Jackspay Casino

Dear Martin,

Yes. You have made great points. Please can you get the money whatever I won until wager is completed? Jackspay ignored your suggestion you have provided. I am sorry to say but I don't think Jackspay is telling the truth. I have the proof of all chat communication and emails from their agent Taylor.

This issue is not resolved, please don't let them slide I until get paid at least half of what I won. 10k then I will mark this as resolved. Why are they not returning the money I deposited?

I have lost thousands of dollars. I will really appreciate if you get me justice here...

Hey there, the player made a deposit of $400 and wagered what he deposited. If the account was closed after a deposit was made, we would refund the player and close the account. In this case, the deposit was made, withdrawal happened but then he reversed it right away which you agreed that the player was able to gain an unfair advantage by reversing his withdrawals and subsequently claiming the bonuses with these reversals. Therefore regardless of the deposit, as per our terms and conditions and the fact he wagered his deposit that led to more bonus abuse. Refunding a deposit he clearly made= not a solution we are willing to make as it doesn't make sense as it led up to bonus abuse.

Jack will take it from here

Terms and Condition for a bonus

Bonuses for the most part come with wagering requirements, meaning after you claim a bonus you will have to wager a predefined amount of bets.

Claiming bonuses with the sole intention of withdrawing will not be tolerated and will void winnings.

This includes;

Redeeming bonus and 'just' covering the wagering requirements to withdraw

Building up visible jackpots with bonus money & returning later without bonus to exploit the built up bonus money free spins

Jack knows all tricks and he's not going to let it happen.

Remember; bonuses are for entertainment - abuse is not going to be tolerated

Best Regards

Jackspay Casino

Martin,

Please can you help here?

Their bonus terms and conditions clearly said I can either deposit or reverse the withdrawals...I won fair and square.

I still do not understand when wagering requirements are complete, whether it's just enough or not, it's complete...I have completed the wager.

Still my points are valid

1. I opted out from gambling. They reached out to me and activated my JacksPay Account. I have an email proving that(Taylor from jacks pay sent me this)
2. I won fair and square after losing a lot of money I got cashback. Cashback has no withdrawal limits.. I won 20k. They blocked my Account

point 1 alone itself should discredit what they are saying.. I would like at least accept partial withdrawal..

Dear srikanthn56,

Firstly, please accept my apologies for a delayed reply.

Although we have proposed the casino with a solution for this case, which would also be somewhat generous, we are not able to ignore the fact that reversing the withdrawals brought you an unfair advantage. Furthermore, given the amount of times the bonus was taken with reversed withdrawals, I understand why the casino is not willing to make any kind of rollback for you.

Could you please provide me with the information from Taylor as well as the part of the terms and conditions where it is stated, that you are able to reverse withdrawals and take bonuses? I was not able to find any kind of information in the casino's terms. Please send them to my email address: martin.d@casino.guru.

Dear srikanthn56,

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.