JackTop Casino - La cuenta del jugador se cerró abruptamente.

My account has been closed without any reason and nobody is willing to explain why! I play between 4000 to 5000 euros in a few hours and then I am blocked without reason. I feel defrauded because they take my money without giving me a chance to win my money back. And given that no one is responding as they should, I want my money to be returned because this is not how you treat customers. The same story is true via email. They respond via review that I can contact them, but no one helps or does anything. I also have emails as proof! They respond with a different email, and as soon as I give my name, nobody responds.

Mijn account is zonder reden gesloten en niemand wil me uitkeg geven waarom! Ik speel 4000 a 5000 euro in paar uurtjes en vervolgens wordt ik geblokkeerd zonder reden en voel me daardoor opgelicht want ze pakken mijn geld zonder dat ik nog kans maak om me geld terug te winnen….en aangezien niemand reageert zoals het hoort wil dus dat ik me geld terug moet krijgen want zo ga je niet met klanten om en ook via de mail het zelfde verhaal. Via revieuw reageren ze dat ik contact kan opnemen maar niemand helpt of doet wat. Ik heb ook mails als bewijs! Met andere mail reageren ze en zodraai ik me naam zeg niemand reageert

Dear helbo87,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with JackTop Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals before?

Could you kindly specify what types of games did you play? Was it slots, live casino games, or sports betting?

Have you received any notification if your account was blocked temporarily or permanently?

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

Best regards

Veronika

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi

thank you for your efforts to help me!

I have indeed passed the registration and I have previously had an amount paid out successfully, even though I had to send many emails to receive my money. I play slots so I like slot machines. I never received a notification why my account was blocked and for how long and what the reason is! That's why I'm angry and I feel ripped off. I can only prove to the bank what I deposited that evening before the blockage for no reason. If they gave me a reason and responded to messages then I wouldn't be upset at all. I also have screenshots of them ignoring me until today I try to send mail via live chat and no one responds like I'm a monster

hoi

bedankt voor he inzet om mij te helpen!

ik ben inderdaad geslaagd voor de registratie en ik heb eerder een bedrag laten uit betalen met succes ook al heb ik veel emails moeten sturen om mijn geld te ontvangen. Ik spel slots dus gokautomaten vind ik leuk. Ik heb nooit een melding gehad waarom me account geblokkeerd us en voor hoe lang en wat de reden is! Daarom ben ik boos en voel ik me opgelicht . Ik kan alleen via de bank aantonen wat ik allemaal heb gestort die avond voor de blokkade zonder reden. Als ze mij een reden hebben gegeven en om berichten hadden gereageerd dan zou ik niet sk van streek zijn. Ik heb ook screenshots dat ze me negeren tot vandaag ik stuur mail probeer via live chat en niemand reageert alsof ik een monster ben

Thank you very much, helbo87, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi helbo87,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask JackTop Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

I wish you luck but this casino does not respond to anything! Ok, I transferred a total of 6,000 euros, I have my bank as proof

Ik wens je succes maar deze casino reageert nergens op! Ok totaal 6000 euro overgemaakt heb me bank als bewijs

Hello there,

We want to extend our sincerest apologies for the delay in responding to your inquiry. We understand that your time is valuable, and we regret any inconvenience this may have caused.

We inform you that this player is misleading you, as this player made deposits, played, won, lost, won bonuses, then eventually lost everything. After that he tried to return honestly lost money by illegal means. According to our terms and conditions, we have the right to close the account in case of unlawful 

Player's actions in accordance with paragraph 9.4 of Our Terms and Conditions, we also additionally declare that at the time of closing the account the player's balance was less than 1 (one) euros.

When a player plays in a casino, he realizes that the player can win as well as lose, and so when betting, the player realizes that there is a risk of losing everything. Therefore, when a player loses money, the casino is not obliged to return to the Player the amount of deposits. 

Thank you for your patience and understanding!

Best Regards,

JackTop Casino

Hello

wow first of all you respond! What a miracle! I am not misleading anyone and have better things to do with my time and money. I have always accepted my loss, but how things turned out for you was not okay! There was no game at all, I played 5000 euros of my own money and 1000 of the winnings. I was blocked for no reason without explanation and that is why I am appealing for a refund of my money. You don't respond to anything, I have screenshots of everything! Not via email, not WhatsApp, and not the so-called VIP manager either! How can you run a business if you ignore people. Why did I have to approach you this way? You are not even allowed to operate in our country because you do not provide care to your customers and you take their money and simply block it. I maintain my position that you took my money and then blocked it so that I don't win anything back and that's not a bad thing, but send me an email with an explanation. I hope you understand it better now and you understand me. To resolve the situation, I don't want all my money back, but at least 50% of it. Because I have experienced a lot of stress because of your ignoring actions and I now feel sorry that you are calling me a liar. How could you keep receiving all my messages and ignoring me when I'm a dog??? You respond and if I send my email and name, the communication stops, isn't that normal?? I expect a solution

greeting

Hallo

wow ten eerst jullie reageren! Wat een wonder! Ik misleid niemand en heb wat beter te doen met mij tijd en geld. Ik heb altijd me verlies geaccepteerd maar hoe het bij jullie is verlopen was niet in orde! Er was totaal geen spel ik heb 5000 euro me eigen geld gespeld en 1000 van de winst. Uit niets werd ik geblokkeerd zonder uitleg en daarom doe ik beroep op terug vordering van me geld. Jullie reageren nergens op ik heb screenshots alles! Via mail niet en whatsup niet en de zogenaamde vip manager ook niet! Hoe kunnen jullie een bedrijf runnen als jullie mensen negeren. Waarom moest ik via deze weg jullie zien te benaderen. Jullie mogen niet eens in onze land opereren omdat jullie geen zorg bieden aan jullie klanten en pakken hun geld en blokkeren jullie die lekker simpel. Ik blijf bij me stand punt dat jullie mijn geld hebben gepakt en vervolgens geblokkeerd zodat ik niks terug win en dat is niets eens erg maar stuur me dan een mail met uitleg. Ik hoop dat jullie nu het wel beter begrijpen en jullie mij. Situatie oplossen ik hoef niet alle me geld terug maar op zijn minst een gedeelte ervan 50%. Omdat ik veel stres heb ervaren door jullie negeer acties en vind nu ook jammer dat jullie mij voor leugenaar maken. Hoe konden jullie steeds alle me berichten ontvangen en me negeren als ik een hond ben??? Jullie reageren en als ik me mail en naam doorgeef stopt de communicatie is toch niet normaal?? Ik verwacht een oplossing

groet

Dear helbo87,

I have received evidence that supports the casino's decision regarding your complaint. After gathering all the necessary information, we have concluded that your complaint is unjustified. The reasons for this decision have been explained to you previously. It was evident that you had lost all of your balance, and the casino has the right to close a player's account at any time, which was the case in this situation. This was done because you attempted to retrieve lost funds that the casino is not obliged to return. I hope I don't need to explain this because this is how gambling works.

I am sorry we could not be of more help on this occasion.

Thank you very much, JackTop Casino, for providing information and your cooperation.

Best regards,

Tomas

Casino.Guru