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Jack998 casino on the 4th Oct 22 at 16:19 I won $216,195 from slot game - fire in the hole. Not only did I not receive my withdrawal $28,200 (daily withdrawal limit is $30,000 according to customer svc) but later that night my account was locked and I wasn’t able to log in anymore.

Dear angsamuel7979,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

Thank you for taking time in looking into my case. First of all when you said from your experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

• they canceled my withdrawal of $28,200 as the daily limit is $30,000 and I have already withdrawn around $1,800 on the same day.
• right after I saw the canceled status on my withdrawal, I was locked out of my account and couldn’t log in anymore - they closed my account.

Answering your questions stated below;

• yes I’ve withdrawn many times before, about a week ago I withdrawn around $13,000 successfully. I had been an active player at Jack998 since April this year.
• Yes I have submitted all necessary documents like my ID, bank statements and my account has been verified as I know the KYC procedure with online casinos.
• For the last deposit made $500, was without any promotion nor bonuses.

regards,

samuelang

Thank you very much, angsamuel7979, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, angsamuel7979,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Jack998 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Jack998 Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get his account unblocked and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 angsamuel7979,

Thank you for your email and the update.

In the meantime, I have been in contact with casino representatives outside of this open thread, and I received information that the issue has already been resolved.

Can you please confirm that your account has already been unblocked and all disputed funds are available in your account again?

Hi friend, yes it is exactly like what you’ve been informed. I would really like to thank you and what your company represents for, helping the lost and helpless people in this context. All thanks to you and your organisation 🙏🏻🙏🏻🙏🏻

What great news!

Thank you, angsamuel7979, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your account has been restored. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru