Jackbit Casino - 계정 조사로 인해 플레이어의 출금이 지연되었습니다.

Verified account – $15,000 withdrawal rejected and account locked "under investigation"

I recently created a new account, made a $2,500 USD deposit, and played for less than two hours. I reached a total balance of approximately $15,000 USD and requested a withdrawal.

After completing full KYC verification, my withdrawal was rejected, and I was informed by live chat that my account was placed "under investigation." I was not given any explanation or timeline for resolution.

I have never used multiple accounts, bonuses, or any form of prohibited play. This is my first time using Jackbit, and all activity was legitimate.

Despite multiple follow-ups, the only response I receive from support is that the case is being reviewed by their "security team." No rule violation or specific concern has been shared with me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jackbit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents were you asked to submit during the verification process?
• When was your account blocked, and when did your interaction with live chat take place?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi there,

-I have played baccarat and blackjack only to achieve my balance.

-No bonus is used. All are purely from my deposit.

-I have submitted my ID and also did a live face recognition process.

-My account was frozen since yesterday.

Here’s an update from support team just 2 hours ago, which I find it very outrageous and unfair:

"We are reaching out regarding your account activity.

We would like to inform you that, following a thorough review of your account activity, it was found that there was a violation of our Terms and Conditions, specifically section 9.

As a result of this violation:

All winnings associated with the breach have been deducted, and please note that you are allowed to withdraw your deposit minus 20percent; after that, your account will be closed permanently.

We understand that this may be disappointing news, and we sincerely apologize for any frustration this may cause.

Please know that this action was not taken lightly and is in full alignment with our policies, which are in place to ensure fairness and integrity across our platform.

If you have any questions or would like further clarification, please do not hesitate to reach out."

-my thoughts-

it’s really unfair that they did not provide any evidence at all. Clearly think that they can get away with just saying nothing. Not only they removed all winnings, yet they removed 20% of my remaining deposit balance. Disappointed and frustrated.

Dear Jay6

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Jay6 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jackbit Casino for their help in resolving this complaint. We would like to know why the player's account is restricted and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jay6,

I have tried to contact the Jackbit Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: ([email protected]) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter