Complaint #33 Jack.com Casino

Jackbit Casino - Unfair withdrawal limit enforcement despite prior agreement at Jackbit

By danny1233

2 years ago

I've won a large amount on Jackbit, and my balance currently sits at 20.19 ETH ($77,000 USD). Since their withdrawal limit is only $20,000 USD per month, I asked for permission to increase my withdrawal limits as, at this rate, it would take four months to withdraw my full balance.

On June 1st, 2024, they granted me permission over email to withdraw my full balance on June 3rd. I then went on live chat to confirm this, and the agent, Peter, also confirmed that I could withdraw my full balance. Here’s an excerpt from the chat:

Peter: "You will be able to withdraw the full amount on the 3rd of June."
Me: "So on June 3rd, I can withdraw 19.37 ETH? Just to be clear?"
Peter: "You will be able to withdraw the full amount."

However, when June 3rd came around, they suddenly changed their mind and reverted to the regular $20,000 per month limit. Nothing has changed despite my repeated efforts to have them honour their initial promise. This is unfair, as they gave me permission to withdraw my full balance but then changed their stance. As of now, I have maxed out my monthly limit of $20,000 USD, so it would take approximately four months to withdraw my remaining balance of 20.19 ETH at their standard limit.

I kindly ask AskGambler for assistance in this matter. I also kindly ask Jackbit to honour their word and allow me to withdraw my full balance as initially agreed.

Disputed Casino Jack.com Casino

Reason Delayed payment

Amount $73587.02

Discussion

AskGamblers

• Support Team

2 years 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 acts in accordance with their Terms and Conditions.

Should the player face issues with any oustanding withdrawal requests, player may contact our team and request reopening of the complaint.

Thanks for your cooperation.

Jack.com Casino

• Representative

2 years ago

Dear AskGamblers Team,

The referenced email, showing that the user could withdraw his current balance on 03/06, was a follow-up to the player's previous email inquiry regarding when he could withdraw an additional $10,000 from his balance. For a better understanding of the communication between the user and our agent, please check the attached screenshots of the emails.

We have informed the user several times, both via live chat and email, that his withdrawal limits stay unchanged: $10,000 or its equivalent per 7 days, and $20,000 or its equivalent per 30 days.

We hope this clarifies the situation, and we kindly request that you resolve the complaint.

Best Regards,
Jackbit Casino

AskGamblers

• Support Team

2 years ago

Dear Jackbit Casino,

Please comment the email sent to the player where he had been informed that full balance amount could be withdrawn on June the 3rd?

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

danny1233

• 1 reviews

2 years ago

Hi Jackbit,

I did not misinterpret anything, you guys clearly told me I can withdrawal my full balance on June 3rd and I even double checked with you. The only time he said I can withdrawal within the standard limits is when I asked if I can withdrawal larger amounts like this in the future.

Jack.com Casino Complaint Stats

Resolved 31 / 32

Avg. Amount $6,672

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

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