Complaint #55 Jack.com Casino

Jackbit Casino - Deduction of my funds

By napalk

1 year ago

Hi,

I've created my Jackbit casino account on 14.06.2024. and I have played sport betting. My first deposit was the same day, via my personal binance account 100 USDT, and after I lost that I have made another deposit of 100 USDT on 25.07.2024.
So my total depost was 200 USDT, that is around 185€.
I had some wins and loses but managed to get to 705€ and then I tried to make a withdrawal of 400€ but Jackbit was asking me for video verification and mail verification.
After my account was fully verified Jackbit did not allowed me to withdraw my funds but they started with some investigation on 17.09.2024.
After 4 and after 20 days I've asked them about my account and my funds but they told me - there is no definite timline for the conclusion of the investigation.
After 30 days I've sent them mail that they are not professionals and that I would contact Askgamblers. Jackbit casino respond in 2 hours with this! - they stole my funds (exactly 703.4 USDT) and allowed me to withdraw rest of 80€.
Jackbit casino said (after 3 months of sport betting with many wins but also many losses) that I have violated their Terms and Conditions,
Without any proofs or details.

I'm sending:
1. Four pictures of all my bets
2. Picture that shows my account is fully verified
3. Picture of deposits, rejected withdrawal and stealing my funds from jackbit side.
4. Six pictures of mail correspondence.

Askgamblers, could you please help me.

Best regards

Disputed Casino Jack.com Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Jackbit Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Jack.com Casino

• Representative

1 year ago

Dear AskGamblers Complaints Team,

We've provided the explanation and requested additional proof in the referred email.

Thank you for your attention to this matter and we hope the provided evidence is satisfactory for the complaint resolution.

Best Regards,
Jackbit Casino

AskGamblers

• Support Team

1 year ago

Dear Jackbit Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Jack.com Casino

• Representative

1 year ago

Dear Napalk,

We regret to inform you that your account has been terminated due to IP and device connections with another player account. According to our platform's terms of use, any detection of duplicate accounts or multiple individuals accessing a single player account is a violation, leading to account closure.

You are eligible to withdraw 80% of your last deposit before the account is closed. Please note that in cases where deposits are refunded due to account termination, we reserve the right to deduct an administrative fee of 20% from the refunded amount.

Jackbit Casino Terms & Conditions:

9. USE OF PLAYER ACCOUNT

"Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

You are eligible for all bonuses per Jackbit account, which shall mean no more than one of each bonus per user, IP address, computer device, family, residential address, telephone number, credit or debit card and e-payment account, e-mail address, and environments where computers are shared."

12. WITHDRAWAL AND REFUND POLICY

"An account holder or player must not allow third parties to use their account to make deposits or withdrawals. If the company detects that the same personal account (crypto wallet account, crypto wallet address) is being used by two or more players, it reserves the right to terminate all involved accounts and cancel any current winnings and bonuses. We reserve the right to charge the Player with the administrative fee in amount of 20% of the last deposit made by a user.

In case the existing deposits are transferred back to the Player due to termination of the Account, We reserve the right to charge the Player with the administrative fee in amount of 20% of the amount transferred."

Sincerely,
Jackbit Casino

Jack.com Casino Complaint Stats

Resolved 32 / 32

Avg. Amount $6,682

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Jack.com Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 26 out of 26 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Jack.com Casino Complaints

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Jackbit Casino - Missing Bonus Round

I am lodging a formal complaint against Jackbit Casino regarding a technical dispute, a missing game round, and a failure to provide standard gaming logs (Round ID) for verification.

Chronology of Events:

On May 11th 2026 , I was playing the slot game Le Fisherman by Hacksaw Gaming.

I successfully placed a $5.00 bet. The funds were immediately debited from my casino account balance.During that exact $5.00 spin, 3 Free Spins (Bonus) symbols landed on the screen, triggering the bonus game.

Immediately upon the symbols landing, the game page suffered a disconnection error.I refreshed the page. Upon reload, the game interface default bet size had reverted to $2.00.My internal game history inside the slot only shows the subsequent $2.00 session, completely missing the winning $5.00 round.I changed the bet back to $5.00 in hopes the stuck bonus round would resume, but it did not.

The Discrepancy:

Jackbit Account History: My official casino account transaction history explicitly shows a "Success" status for the $5.00 bet. (See attached screenshot).Casino Support Response: When I contacted support via email, they claimed the bet was "refused/declined before the transaction finalized" and that it did not register in their system or the provider's (Hacksaw Gaming) logs.

The courtesy credit: The casino has since manually credited $5.00 back to my account balance after I contacted them. Why I am Disputing This:A transaction cannot be labeled as "Success" in the main account financial logs if the wager was completely declined prior to finalisation. Because the 3 bonus symbols landed on my screen, the game server had to process the spin to generate that specific visual outcome.I have repeatedly requested the Game Round ID number for this $5.00 transaction so that I can independently verify the spin outcome using the official Hacksaw Gaming Replay tool. The casino continuously refuses to provide this, stating it does not exist in their records.Requested Resolution:I request that Jackbit Casino coordinates directly with Hacksaw Gaming's technical compliance team to extract the exact server-side log corresponding to the timestamp of my successful $5.00 debit. I require either the official Hacksaw Round ID / Replay Link to prove the spin results, or the proper execution and payout of the triggered Free Spins bonus round based on the $5.00 stake.

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Jackbit Casino - 6 months block without case

Hello,

On October 9th, I won $3,311,000 USD.

I want to withdraw this money, but there's a possibility of exclusion; my account is blocked.

I contacted support and received a reply that the account is blocked for six months due to a review.

Why are my funds actually illegal? Because I took too much? I did nothing wrong.

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Jackbit Casino - Withdrawal intentionally declined

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I hereby attach proof of payment again.

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I contacted support via live chat and email, but they only repeated the same generic statement and refused to share any details.

I have always played fairly and followed the rules. My account was used only by me, my wallet was unique to me, and I completed all necessary verification requirements without issues.

This sudden account closure and confiscation of funds without proof is completely unfair.

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Please see all screenshots of chats and emails from this casino in this complaint.

On 2/12, I submitted two bitcoin withdrawals in the amounts of $296.91 USD and $240.80 USD.

I have never had any issues with their instant bitcoin withdrawals before as they were typically received in my wallet within a couple of hours of the casino processing and approving them. I knew something was very wrong this time. When I didn’t receive my bitcoin payments the next day, I reached out to their Customer Support via Chat Feature to inquire.

I have attached screenshots of my conversations with the representatives in this complaint. I was told both of my bitcoin withdrawals were approved and were given the transaction hashes to view them on https://blockchair.com, which is what I did. Please also see the attachment of the current status (as of 2/14 @ approximately 8am CST) of these two hash transactions they provided to me on blockchair.com.

When I reviewed these, the amounts are not even remotely close to what my withdrawal amounts are, in fact, they are for much more. I have asked them to review this discrepancy as it could be related to why I have not received either bitcoin payment to date, but no response. Their responses, as you can see from the attachments on this complaint, are all the same. They provide the hash transaction IDs and tell me to view it on the blockchain.

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