RESOLVIDO: O cassino bloqueou minha conta após o processo de retirada e eles não me pagaram os ganhos

Two weeks earlier, I registered an account and started playing for free spins. Please keep in mind, my country was on the list of accepted for registration in JacksPay! I successfully registered as a new player from Serbia! I had never played in this casino before and had no other accounts! After a two-hour game, I’ve met all the bonus requirements and I’ve played fair!

A few days later, I made a $ 25 deposit required for verification! My deposit was successfully accepted and then I decided to withdraw the maximum winnings, won from bonus games in the amount of $ 100 plus my $ 25 deposit! After the request for withdrawal, my status was "on pending" ( I have screenshots of these transactions)

Since I did not receive any notification from the Casino in three days, I tried to login to my account , but I realized that my account was locked!

After several emails sent to the Casino's contacts, after two days I received the following answer from them '' 

"Hey there, we have refunded your deposit back to your account and we

have closed the account due to we don't accept residents in Serbia.

The account should not have been able to open and the IP tracker for

whatever reason didn't pick it up until the following day since you

registered.

You will get your refund back in your account in 7 to 10 business days.

JacksPay people

Of course I was not happy with the Casino solution! Why ? 

I think they just didn't want to pay the winnings because

- There is no information anywhere on their website that my country is on the banned list
- I successfully registered as a new user and chose my country
- my deposit via Visa card passed successfully

In this case, since I successfully passed the registration and I played fair and followed all the rules of bonus games and since i didn't get any warning from the Casino, until the moment of withdrawal of funds, I believe that I did not make a mistake and that the Casino in any case, even if they subsequently decided to lock up my account, the casino was obligated to pay out winnings!

Honestly, I don’t expect any compensation from Casino because I’ve already read a lot of bad reviews on JacksPay ( unfortunately, i found it, after my bad experience with this casino) 

Thank you so much for your help!

Nikola

Hello Nikola,

Could you please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

Hello Nikola,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative. 

Thank you very much for your support. The casino is not responding to me. I just want an explanation. Why did they block my account and did not pay out the winnings when, before the withdrawal, they accepted players from my country, and I successfully registered, I won and made deposit. Everything was regular until the withdrawal of funds. Only at that moment they decided that they did not accept players from my country and it is surprising, after my complaint, they immediately  removed my country from the list of available countries for registering at their Casino. Is it legal at all what are they doing? At the same time, I want to repeat once again, when I received the bonus code, it was stated that my country was accepted. I played correctly and respected all the rules of the game. This should be noted during registration on their Casino site (about non-accepted countries) I did not find this information anywhere on their Casino site. 

Hello nicolicb,

The Casino Representative says they are looking into this. As soon as we receive a reply, we'll let you know.

Hey there, my name is Taylor L and i am one of the managers here at Jackspay.

We do not accept players in Serbia " at the moment " and we understand the frustration that you were able to make an account and play with no issues. Our IP Tracker which helps us detect countries of players we do not accept, did not pick up your IP Address attached to Serbia until after the fact. 

Now,  we took some time looking into the inconvenience as it was very weird that a banned country in our back end would not block you from being able to register. You did play through the wagering and met your terms and we have decided to go ahead and payout your withdrawal which is rightfully yours based on our systems error in the back that didn't detect the IP address correctly. This is the first time we ever had our IP tracker not detect it and we are looking into possibly testing it further to ensure this inconvenience you experienced doesn't happen again.

Sorry again for the inconvenience and we will get you paid.

Please update on the thread after you have received your withdrawal.

We have sent you an email.

We have attached images for LCB which shows registration was in Serbia and also that we had Serbia on a blocked list.

Best Regards Jackspay

Hey there, update that is the player has been paid. We can also provide screenshots of blockchain if needed that he has received payment into his wallet. We do apologize again Mr Bekcic and hope you enjoy the rest of your weekend.

Transaction 205358518263630

Transaction Information

Amount:

€125.00

Request Date:

2021-10-21 10:12:23

Paid Date:

2021-11-12 11:05:56

Status:

COMPLETE

Type:

CASHOUT

Processor:

NGineDescription:

259,381123

Descriptor:

Crypto - Reup Generic

User Information

Login:

nicolicb

Name:

Nikola Bekcic

Best Regards

Jackspay Casino

Hello. I want to confirm that the funds have been successfully credited to my wallet. Many thanks to the representatives of the Casino JacksPay for understanding this situation.

Same way I want to sincerely thank the representatives of the LCB for your gratuitous support and help in resolving this issue.

I wish you all the best

Sincerely,
Nikola B.

Hello Nikola,

You're very welcome. Glad to hear that. We're now going to close this thread and mark this complaint resolved.