Complaint #9 Jacktop Casino

Falsely accused me of delaying game rounds and profiting

By mattyswordy

1 week ago

I am fully verified and have played here for two months.

I have not profited from any bonus whatsoever, and the term the casino points to in their email is not relevant to me, as my winnings are from sports bets and live roulette.

All bonuses were cancelled/forfeited, and the 700 in my account was accumulated from cash deposits and then sports bets.

I think the casino may be confused by their own terms here, or have confused me with another player. My betting history supports everything I am saying, and the term they point to does not apply -

7.21. It's forbidden to postpone or/and delay any playing rounds, including free spins and bonus rounds, until the time when you no longer need to play the bonus through and/or make a new deposit. In other words, it's strictly forbidden to play games with an active bonus to build up value, convert the bonus, and then cash out the accumulated value afterward - for example, by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus, or with a subsequent deposit. In case the Player abuses this right, all bonus funds and winnings obtained from bets placed using bonus funds will be considered null and void and will be confiscated by the casino.

As per their terms, I have never 'converted a bonus' and never 'cashed out the accumulated value afterward' & I have never 'completed this after meeting bonus wagering requirements.'

Currently, the casino has merely confiscated my cash deposits and sports winnings.

This will be easily shown by sharing my play history. I am happy to do this, but the casino has closed my account.

I believe mediation with askgamblers would help in this scenario and be the most cost-effective solution. Attempts to engage with the casino without a mediator have been unsuccessful.

Thank you

Disputed Casino Jacktop Casino

Reason Account closure

Amount $700

Discussion

48 hours left for Jacktop Casino to respond.

mattyswordy

1 day ago

Even though this has been uploaded before by me, thought I'd just do it again as a sanity check.

Attached is the email from Jacktop attempting the theft, titled - 'Bonus Terms & Further Action' with the words ' Upon review it has been discovered you were using a strategy when playing with BONUS'.

I assume the casino had forgotten they had sent this and now that it's been proven no bonus was active they have foolishly attempted to change reality....

mattyswordy

2 days ago

This is absolutely absurd.

The specific rule they point to is within the bonus/promotions section of the ts and cs. Not in the 'Deposit' section for instance or 'General Ts & C's as per my previous screenshots.

The term also specifically discusses delaying game rounds and coming back once losing a bonus. See the term here - 7.21. It's forbidden to postpone or/and delay any playing rounds, including free spins and bonus rounds, until the time when you no longer need to play the bonus through and/or make a new deposit. In other words, it's strictly forbidden to play games with an active bonus to build up value, convert the bonus, and then cash out the accumulated value afterward - for example, by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus, or with a subsequent deposit. In case the Player abuses this right, all bonus funds and winnings obtained from bets placed using bonus funds will be considered null and void and will be confiscated by the casino.

A casino cannot put restrictions on the way a player bets with cash when no bonus is attached and no bonus abuse is happening. Logic also does not make sense here, why would I leave cash on roulette deliberately and continue betting on sport and other games if not for the fact the games technically glitched? There is no advantage to a player here in doing so as the funds are all his/her cash.

The casino/bookmaker is simply trying to commit theft and is trying to ignore their own ts and cs. This is disgusting behaviour.

Jacktop Casino

• Representative

2 days ago

Dear,
AskGamblers and mattyswordy
We would like to clarify that clause 7.21 does not apply exclusively to bonus rounds or bonus funds. The rule explicitly states that it is forbidden to postpone or delay any playing rounds, including but not limited to free spins and bonus rounds.

Our investigation showed that you placed bets across four different roulette tables and did not settle the outcomes immediately. Instead, the winnings from these bets were collected at a later time and effectively redeemed together. The fact that the bets were originally placed using cash funds does not change the nature of the activity, as the rule concerns the postponement and delayed completion of gaming rounds rather than the source of the funds used to place them.

Furthermore, our records do not support the assertion that the delayed settlement was caused by technical issues. The betting activity was distributed across multiple roulette tables, and the winnings from those bets were subsequently collected during the same period. Based on the available evidence, this pattern is consistent with the postponement of gaming rounds as described in clause 7.21.

AskGamblers

• Support Team

4 days ago

Dear Jacktop 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.

Jacktop Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $1,466

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Jacktop Casino Complaints

See all complaints for this casino

Withdrawal pending 8 days

My withdrawal at Jacktop has been pending 7 days. Terms say should be 48 hours.

Account is verified and multiple deposits and few withdrawals no problem. Hit this snag.

Casino support does not seem to understand the withdrawal is by Crytpo so the supports email about 'Banking processing times' is irrelevant. I have tried explaining and sent my ETH address numerous times and the currency I want the withdrawal processed in (this hasn't helped).

Askgamblers mediating seems to be the only way to get resolution these days.

Withdrawal is 300 euro.

Resolved

€300

Missing Deposit With Jacktop

Hi there.

I hope you are well.

On the 19th January, I made a 0.072554704067111544 Ethereum (€200) deposit to Jacktop Casino, but hasn't been added to my account.

The Tx ID is: 0xbdc359fb1deb5da7c53ecfd7608ab19d4c1dc043ab0068d28600cf2b2702eddb

& the Etherscan link is:
https://etherscan.io/tx/0xbdc359fb1deb5da7c53ecfd7608ab19d4c1dc043ab0068d28600cf2b2702eddb

I have tried to ask about it on chat on a number of occasions, but there is never anyone available and I have emailed on a number of occasions, with no response.
I attach a screenshot of those emails.

Any assistance you could provide in this matter would be much appreciated.

Kind regards.

Resolved

€200

Jacktop does not pay

Hello AskGamblers,

I am having issues with Jacktop Casino. It appears they are avoiding paying me what I won. They keep asking for lots of different selfies which I send, cash out and they ask for a different one. This has been the process so far:

1. Upload KYC including selfie. Done that and cashout decline.

2. They ask you to then upload a selfie holding your passport and a note that says hello jacktop casino and the current date. Done that and the cashout declined again.

3. They ask for a selfie to be taken yourself. I replied that it was and had to go back and forth to prove that it was me who took it myself and no one else did. This took 2 days so the Casino said ok but now you need to add the current date again. I told the Casino that it was emailed and uploaded on the date on the piece of paper and cashed out again.

4. The Casino now are asking for the same again but with their Casino open in the background. You have to take yourself in selfie mode holding ID, Note with the Jacktop casino, current date, full hand showing holding ID and somehow fit the Casino open in the background of the picture that you must take yourself. I have managed to do this and upload it but it seems this will not stop. This is taking all my time and they just want to see never-ending pictures of me every day. I understand 1 maybe but 4 and they may ask for another I do not know.

I hope you can assist in this matter.

Rejected

€3,765

I cannot access my account anymore

Dear,

My account at Jacktop is fully verified (+bank verified, enhanced verification procedure done etc.).

Having had deposited multiple times successfully, I make a small withdrawal. This withdrawal has been already requested 5 days ago. Every time I was told it will be handled swiftly, within 48 hours.

The first withdrawal request was made on February 3, which was cancelled, even though I was already fully verified.

My ‘VIP manager’ assured me multiple times of an easy and fast withdrawal process.

After losing what seems like a year of my life chasing these people, I was promised the withdrawal was processed.

Because of their earlier lies, I decided to contact the bank and payment providers. Obviously, they told me there was no transaction made.

It looks like I need help to force these people to finally pay out the withdrawal.

Withdrawal amount is 3803 euro.

Deposited amount over the time since registration goes well beyond that amount. Unfortunately, I cannot access my account anymore. It seems they have blocked my access.

Do let me know if you need more info.

Thank you.

Resolved

$3,803