Complaint #3 Casino Jefe

Took my winnings and blocked my account without any explanation and proofs

By Domagoj R.

9 years ago

Dear Ask Gamblers,

before one month I discovered Casino Jefe on your site because it had great grades and reviews and also accept players from Croatia. I was so happy because I thought they were honest and real casino as they are represent here.

I played some slots and won some money (2481 E), but when I made my withdraw and sent them documents problem started.
First they started with the protraction of proceeding, I had a couple of times to report support on live chat but they also but they did not know what was going on, even in my last conversation they promised to me payment on their own.

But then I got mail from them wherein said that my account is blocked and conquered money confiscated because I am in group with 10+ people. You can only imagine my shock and disappointment! I played always on my own, on my own computer in my own house, all alone. I even don't know anyone who play online casinos, especially Casino Jefe (?!).

I ask live support for more informations and proofs, but he distanced himself, of course, and tell me to send email. I do like he/she said, I wrote mail to Casino Jefe in which I ask for more informations about my case and for proofs, of course. Today I got mail in which they refuse give me details and proofs and names (or whatever) of these 10+ people.

I can prove my identity and innocence in this case on any way, with any document . I played this casino only on my own way, I really do not understand fully for what exactly they accuse me.

Please help me!

Domagoj < surname removed >

Disputed Casino Casino Jefe

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 year ago

AskGamblers Complaints Team have been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact that Casino Jefe acted in full compliance with their Terms & Conditions. Player by his actions breached several casino terms #

2.1.4 : Colluding with third parties and other syndicate behaviour.
3.3 : The Company reserves the right to confiscate any funds and close a Player's Account should any evidence of bonus abuse or fraud be revealed.

2.2 : In order to prevent such actions the Company will take necessary precautions and take reasonable steps to detect them and deal appropriately with them.
2.3 : The Company is not responsible for any damage or loss of funds as a result of collusive, fraudulent or any other illegal behaviour of the Player.
2.4 : Any actions taken by the Company to prevent such behaviour will be conducted at our sole discretion.

And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious that this is not the case with this particular issue. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being Rejected and player has been restricted from using AGCCS from now on.

Based on the above, AskGamblers Complaints Team consider this case as Rejected and it is now officially closed.

AskGamblers

• Support Team

9 years ago

Casino Jefe

• Representative

9 years ago

Hi Domagoj,

So sorry hear that you've had such unpleasant gaming experience at CasinoJEFE.

I trust you understand that I cannot go too deep in the details since this is a public forum and I cannot disclose any sensitive information regarding your casino account and therefore neither about the incident itself.

However, according to your first name and the issue what you described above, I found an account which is closed. The reason why that account is closed is clearly due to breach of CasinoJEFE's terms and conditions. Terms what this player breached are at least the following ones; 2.1.4 and 3.3.

For further instructions, please send an email to CasinoJEFE's support email address and ask the customer support to forward your email to the security department.

If you do not want to contact CasinoJEFE's customer support and/or get hold of CasinoJEFE's security department, please contact directly to MGA support.

I look forward to conclude your case.

Have a great one.

Casino Jefe Complaint Stats

Resolved 1 / 3

Avg. Amount $2,382

Avg. Complaint Duration 3 days

Avg. Response Time 2 days

Casino Jefe Complaints

See all complaints for this casino

Looping requests and delayed payment

Hey Askgambler team, I played and won 4799 in casino jefe on 27.7.23. and I have been trying to withdrawal my winnings ever since.

They didn't want to pay to my skrill so I have provided information about my bank account as they requested. I have provided everything they have asked multiple times but they take forever to answer and just give copypaste answers.

Now they finally were about to pay, but then resorted to again asking the same thing I provided months ago..

Please help solve me this issue, thank you.

Unresolved

€4,799

Does not enforce Responsible Gambling

I would be the first to admit I have a problem with gambling, and use deposit limits to ensure that the casino remains fun.

I set a limit at almost every casino I just play on. I had my account at Jefe closed for a period of time, and recently reopened it.

Having played for a few hundred euros of losses, and these are fair losses, I went to my responsible gambling page to see if I was close to my deposit limit. To my shock, the limit was set at 20€. However, I was allowed to deposit far more than this (see image).

How is this possible?

I spoke to support through email and informed them, and they replied that I have no deposit limit set and the 20€ that’s showing on their website is from another website entirely.

So I have to question:

Why does jefe show a deposit limit and not enforce it?
Why does jefe take the deposit limit from an entirely different website and display it as a populated field under “responsible gaming”?

I am fairly certainly I had a deposit limit set. However, I can’t prove this beyond what shows in my account.

I think this is highly unethical. The response from support is:

No limit has been active in your CasinoJefe account since April 2022. The limit visible to you is from our sister casino LuckyDino where you have set 20€ per month deposit limit 28.9.2022.

You have not asked for a limit in CasinoJefe and as per our terms & conditions and responsible gaming policy this matter is resolved.

But this does not explain why my jefe account shows a limit?

I think this needs to be looked into because a lot of people who depend on responsible gambling tools may be victim. I was able to deposit 1410€ over my limit.

Unresolved

€1,410

Delayed payment to Skrill

Casino Jefe's withdrawal time to e-wallets is 24 hours, now they told me there is a problem with their PSP (Webdollar, they don't send self payments because it's a small company), and they can't process it in the weekend. I'm waiting over 24 hours and now I have to wait till Monday also, and i'm not sure they will send me the money on Monday. The withdrawal is only 500 euro. I also asked for a goodwill to the VIP manager and they can't add something, very sad that it's like this, I think I stop playing here. Please help me to resolve this...

Resolved

€500