Jack Casino - El retiro del jugador se retrasa debido a una investigación de la cuenta.

I won 2,500€ from a 970€ total deposit. My account is fully KYC verified and approved. However, the casino put my account under a '6-month investigation' without any reason. This is an unreasonable timeframe for a lucky win. I am requesting my payout. This site is withholding my money and wont give me a proper answer i only played some slots and mainly blackjack

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was put under investigation?
• 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?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello, im very new to this site i depoed around 470€ the first time played some blackjack and lost. I went and depoed 500€ yesterday i started at the lower tables with 100 a hand won a good amount ended up at like 1.5 or 2k went to the high limit (250€) and 500 euro tables won a good amount tabbed out to subbmit a withdraw request for 1.500€ then another one for 500€ wich a cancelled i had like 5k ish peak balance went to cancel the 500€ to gamble went back and forth a little bit decided to call it a day at 2.5k total went to check if they already done the 1.5k request seen they rejected it so i was sitting there went back to try and submit a withdraw for the whole 2.5k when i clicked on the withdraw section it said withdraws disabled on wich i contacted the support they said they are investigating my account and dont need to give me a reason on why wich i think is totally unreasonable. For me getting a couple lucky wins when there is people who win 20k or 50k off 500 sometimes. So i pretty much only played blackjack i bought into slot bonus buys once or twice but i just lost on those. And to your question no i did not use any bonus especially not before the 1.5k withdraw request i claimed around 30€ wager back before the end once wich to their tos is completely wager free it also says that below on the page where you claim it. To the last question if you tell me how to request chat logs im more than willing to publicly post them here or send them to you i did not get any to my email. I hope this answers all you questions Tomas just text me on here or my email if you need any more info have a nice day . But at this time wich i wouldnt expect from an online casino i can say that the same things happened to people on reddit who reported about it wich is really suspicious

Dear TheKingofGamblers,

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, Romi (romana.r@casino.guru). 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

Dear user,

I'm Romi, 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?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

As i checked with the monitoring team, the player hasn't been sent to a 6-month investigation, it was under a mandatory security check to ensure fair gameplay and to clear any suspicions of fraudulent activity.

The account is now open and the player can withdraw his funds without any further delays.

Sincerely,

Jackbit Casino

Thank you, Jackbit Casino, for the information.

Dear user,

Please let us know when you receive your withdrawal.

Best regards,

Romi

i was able to withdraw thank you but one of your support agents said there could be up to a 6 month wait just for the record

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 issue was resolved I got full payment I think one of his support people had misinformation

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TheKingofGamblers,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi