Jack Casino - Печалбите на играча са конфискувани.

my deposit 210 TRX

winnings 340 TRX

they stole all my winnings with the obvious absence of violations on my part!

asked for my documents.

I have lived in Thailand for many years and am a full resident of this country.

refused to accept my ID in Thai.

then I sent them my Russian passport. but first clarify in the chat whether this will be a problem or not. I was assured that in this case you can play.

But after checking, all my winnings were canceled. And the only reason is a ban on playing on the site using a Russian passport!

I pointed out to them the rules, which say that residency and use of the site from prohibited territories is prohibited! But in my case, I do not violate the rules and the fact that I sent them documents in Thai directly proves this.

But these scammers are enough not to pay!

They do not ask your country when registering and do not ask for any confirmation of where you live! They leave all this until the moment when they need to steal your winnings!

https://prnt.sc/v4XDUL_9dob2

At the very end, these scammers returned my deposit to me, but stole 2 more for themselves! Why??? there is no such commission there! Even here they decided to steal money.

Dear Narrom,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Did the casino inform you why your Thai ID wasn't accepted?
• Do I understand correctly you indicated Thailand as your country of residence in your player's profile?
• 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? 
• If there is any additional communication between you and the casino relevant to your complaint, please share it with me. Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you very much, Narrom, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Narrom,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Jackbit Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Jackbit Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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.

The Jackbit team demonstrates its hostility towards customers and its unwillingness to deal with a specific issue. It looks like this casino's website is a complete scam! If you refuse to comment on this dispute, I ask you to greatly lower the rating of this casino!

Dear Narrom,

We apologize for the delayed response and are sorry to hear your negative experience with us.

As I checked your case, the IP address of your account indicates that it was registered from Japan, while when you were requested to go through KYC procedures it turned out that you were a citizen of Russia. There was no way for us to determine your citizenship before KYC was completed.

Access to our platform for the following residents - Russia, Belarus, Lithuania, and Georgia are prohibited, therefore, your account was closed according to the casino's T&Cs 3rd section.

Please refer to our terms and conditions for further details - https://jackbit.com/en/static/terms?category=generalterms

Sincerely,

Jackbit Casino

Dear Jackbit Casino,

Thank you for your response.

As the player has stated - and I agree - your Terms & Conditions restrict players residing in certain territories. However, based on the player's claim and the fact that he provided a Thai document during verification, it is evident that he resides in Thailand. Therefore, the residency restriction should not apply, as Thailand is not a restricted country.

Additionally, could you clarify the reason for rejecting the player’s Thai document? Stating that the document is in Thai seems strange, given that you allow players from Thailand to access and play at your casino. What type of document would you expect a player from Thailand to provide?

Looking forward to your response.

Jackbit, why do you directly refuse to acknowledge the facts?!

You were directly told that an identity document cannot indicate the country from which the client places bets!

In order to determine the country of residence, it is necessary to request documents confirming residence in a certain country - a bank statement or a registration document, etc.!

Are you now pretending that you do not know this??? or do you think that you can deceive inexperienced players in this way???

From the very beginning, when I provided you with a document in Thai, did you not have any questions about the fact that the person clearly lives in Thailand??? and that you have no restrictions for betting from Thailand! But you just decided to steal my money...

It's very good that you finally checked in here.

Dear Narrom,

In order to verify Player’s Account, We require documents (ID, payment systems, utility bills etc.) in Latin or Cyrillic alphabet. Since your ID documentation was only in Thai, we couldn't process your verification. In such cases where the documents are not available in Latin or Cyrillic, we require video verification where the player shows his/her documents.

In your case, after the Thai ID was rejected, you proceeded to retry completing KYC with a Russian passport, which led to account closure at the company's decision, as we weren't able to determine your citizenship.

Regarding your dispute on the deducted amount, we've reinstated the balance with 146.27 TRX, as an exception. The withdrawal option is temporarily enabled, so that you can withdraw the amount, after which the account will remain permanently closed.

Sincerely,

Jackbit Casino

I received a payout from the bookmaker Jackbit. At the moment, I have no more complaints.

I want to thank CasinoGuru for the opportunity to achieve justice. As you can see, without your help I had no chance of getting my money.

Jackbit, I described the same thing to you in correspondence with the account verification service, but you did not want to resolve the dispute in my favor. Moreover, we are talking about only 30 euros!

If your goal is to comply with your rules (and not steal money from customer accounts), then please, first of all, when registering, make a form in which you will ask about the country of residence! These are elementary things that will save you from such disputes. I also recommend that you rewrite your basic rules, which clearly have an ambiguous expression - citizenship and country of residence are different things! Your rules indicate the country of residence and prohibited territories.

And if you look into it, the problem started with the fact that in your online chat I was assured that "in case of permanent residence in Thailand, having a Russian passport, you can still register with us." I did not take a screenshot. But it happened.

The dispute can be closed.

Dear Narrom,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo