Complaint #3 Jacktop Casino

I cannot access my account anymore

By Vince16u1

2 years ago

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.

Disputed Casino Jacktop Casino

Reason Delayed payment

Amount $3803

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Vince16u1

2 years ago

Withdrawal finally received.
Though this doesn’t clear the continuous ongoing lies about having done the payment etc. and ‘all I had to do was be patient’.
Eventually the payment was done three days after they said it was done.

Issue resolved sure, but JackTop’s integrity, that remains to be found.

Thank you team of AskGamblers to get them in action. Much appreciated.

AskGamblers

• Support Team

2 years ago

Dear @Vince16u1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Jacktop Casino

• Representative

2 years ago

Hello Askgamblers,

We have carefully reviewed the situation and want to explain some of the points the player mentioned in the ongoing complaint. After full verification of the player's identity and payment methods that were used before, the client deposited with another payment method, which also needed to be verified. Following paragraph 5.1. of our Terms and Conditions, we may request transaction histories of all payment methods used for a period of up to 12 (twelve) months. The additional verification was successful and smoothly completed.

Payouts via bank transfer take up to several working days due to the specifics of the banking system, but we do our best to ensure that the withdrawals are received by players as quickly as possible. The player can choose alternative withdrawal methods proposed on the website, which are processed faster. As we can confirm now, the withdrawal of 3803 euros was completed on February 8 and paid to the player's bank account.

Also, we contacted the player after the payment was completed to explain the disputed cases and kindly asked him to confirm that everything was in order, but there is still no response.

Thank you so much for your attention and participation.

Best regards,
Jacktop Casino

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

Falsely accused me of delaying game rounds and profiting

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

18h left

$700

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