Complaint #9 Jacktop Casino

Falsely accused me of delaying game rounds and profiting

By mattyswordy

2 months 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

Discussion

AskGamblers

• Support Team

1 week 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 Jacktop 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.

AskGamblers

• Support Team

1 month 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.

mattyswordy

1 month ago

Again you are simply attempting to change reality. The complaint handler here at askgamblers (depending on their competence and if they are biased or not due to affiliate payments they collect from you) can clearly see your responses here and how you have fluctuated when you realised not funds had been generated from bonus conversion to winnings.

Again, your terms do not support your attempts at theft. You split cash and bonus funds. Your term 7.17 supports this - 7.17 Players can request a withdrawal of their deposit prior to meeting the wagering requirements. However, in this case, the bonus and any resulting winnings will be forfeited.

There 'delayed' bets on roulette were as stated due to the terrible unstable nature of your site, which is why it took so long to get the tables to settle. No bonus was active when any of these bets were placed.

Sports bets were placed with cash funds, Not delayed, bet on events with unknown outcomes, never bonus funds and all bonuses were forefitted.

Your terms you keep referencing only support confiscation of funds if a player converts bonus to withdrawable funds from breaching the terms above.

I at no point converted bonus to cash. This is reality.

Jacktop Casino

• Representative

1 month ago

Dear mattyswordy,AskGamblers

We have reviewed our previous communications and acknowledge that we initially referenced clause 7.21 as part of our explanation. Upon further internal review, we wish to clarify that our decision does not rely exclusively or primarily on clause 7.21. We therefore reframe our position as follows.

Our decision to confiscate the winnings and close your account is based on Section 10 of our Terms and Conditions (Improper Use / Fraudulent Activity) , which applies regardless of whether a bonus was active.

Specifically, your activity displayed a clear pattern of Value Building and manipulative betting behaviour , including:

placing multiple bets across different roulette tables;

interrupting sessions when wins occurred;

switching between games and making new deposits before collecting winnings;

placing a sports bet with a future event, while a bonus was active, as part of a wider strategy;

providing false information about your playing history;

a deposit pattern consistent with bonus hunting.

This behaviour falls squarely under Section 10 of our Terms, which defines improper use and gives us the right to void winnings and permanently close accounts.

We also note that your argument regarding clause 7.17 does not affect this decision, as our position is not based on any conversion of bonus funds to cash. It is based solely on your betting behaviour, which we consider a breach of our fair play and anti-abuse rules.

For these reasons, our final decision remains unchanged.

AskGamblers,
The materials will be sent to your email address.

Jacktop Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $1,099

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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