Ova ?alba se odnosi na nepravednu konfiskaciju dobitka od 36.550 kanadskih dolara od strane kazina JackpotCity, uprkos mojoj potpunoj saglasnosti sa propisima, naporima za verifikaciju i eskalaciji putem svih nadle?nih kanala. Operator je preduzeo ovu akciju bez sprovo?enja bilo kakve provere klijenta (CDD) ili pru?anja mi prilike da potvrdim svoj identitet ili izvor sredstava.
Podneo sam ovo pitanje eCOGRA-i, a zatim Komisiji za igre na sre?u Kahnavakea (KGC). Na?alost, obe strane su presudile u korist operatera, pozivaju?i se na klauzulu 1.1.17 i klauzulu 10.17 Uslova i odredbi kazina. Me?utim, ove klauzule su primenjene bez po?tovanja ili sprovo?enja obaveznih regulatornih zahteva za CDD i uskla?enost sa AML prema sopstvenim propisima KGC-a iz juna 2021. godine.
Hronologija doga?aja:
- 11. mart 2025: Uplatila sam 17.000 kanadskih dolara koriste?i zajedni?ku kreditnu karticu koju imam sa mu?em.
- 12. mart 2025: Zatra?io/la sam povla?enje 36.550 kanadskih dolara.
- Isti dan: Moj nalog je suspendovan, depoziti vra?eni, a dobici konfiskovani bez kontakta ili postupka CDD-a.
- Mart–april: Kontaktirao sam podr?ku JackpotCity-ja, a zatim i njihovo odeljenje za ?albe — bez smislenog odgovora.
- 17. april 2025: Podneo sam ?albu kompaniji eCOGRA, dostaviv?i kompletnu dokumentaciju.
- 15. maj 2025: Podneo je formalni odgovor.
- 3. jun 2025: eCOGRA je stala na stranu operatera, pozivaju?i se na interne uslove bez priznavanja regulatornih obaveza.
- 12. jun 2025: Podneo sam ?albu KGC-u.
- 17. jun 2025: KGC je zatvorio slu?aj, pozivaju?i se na iste interne uslove bez pozivanja na kr?enja propisa.
Klauzule koje se koriste za opravdanje konfiskacije:
?lan 1.1.17
?Ako koristite kreditnu ili debitnu karticu, ime vlasnika kartice MORA biti isto kao ime koje je kori??eno prilikom registracije na sajtu. Ukoliko to nije slu?aj, nalog mo?e biti suspendovan... kontaktirajte Slu?bu za igra?e radi verifikacije."
?lan 10.17
?Kazino zadr?ava pravo, po sopstvenom neograni?enom naho?enju, da poni?ti sve dobitke i konfiskuje bilo koji saldo... ako se ime na va?em Kazino nalogu ne podudara sa imenom na kreditnoj kartici (karticama) koje su kori??ene za uplatu."
Ove klauzule su primenjene bez pra?enja procesa verifikacije opisanog u istim uslovima, niti obaveza iz ?lanova 18, 19, 20 i 25 Pravilnika KGC o spre?avanju pranja novca i finansiranja terorizma.
Neuskla?enost sa propisima o CDD i AML:
Uprkos velikom depozitu i trenutnom povla?enju, nije izvr?ena nikakva CDD provera, niti sam kontaktiran radi verifikacije identiteta ili pla?anja. Ovo kr?i:
- ?lan 18: CDD mora biti obavljen prilikom registracije i zavr?en pre bilo kakvog povla?enja.
- ?lan 19: Identitet i izvor sredstava moraju biti provereni.
- ?lan 20: Ako postoje bilo kakve nedoumice, mora se sprovesti poja?ana du?na pa?nja.
- ?lan 25(e): Ako se navodi prevara, ali se to ne doka?e, operater mora da vrati sredstva.
Ni u jednom trenutku nisam optu?en za prevaru, niti je dato obja?njenje za preskakanje procesa verifikacije.
Proaktivni napori ignorisani:
Podneo/la sam slede?a dokumenta kompanijama JackpotCity i eCOGRA:
- Li?na karta izdata od strane vlade (moja i mog mu?a)
- Overeno bankarsko pismo kojim se potvr?uje zajedni?ko vlasni?tvo nad kreditnom karticom
- Ra?un za komunalne usluge na moje ime odgovara adresi ra?una
- Ven?ani list
- Kompletna e-po?ta i ?et prepiska sa JackpotCity-jem
- Hronologija svih doga?aja i prijava
Nijedan od njih nije priznat, pregledan ili re?en od strane operatera, eCOGRA ili KGC.
U prilogu:
- Transkripti imejlova/?askanja sa JackpotCity-jem
- Obave?tenje o odgovoru na spor u vezi sa Jackpot City-jem
- Zapisi o sporovima iz eCOGRA-e
- Prepiska sa KGC-om
Za?to kontaktiram Casino Guru:
Verujem da bi Kazino Guru trebalo da bude upoznat sa ovim sistemskim propustom u za?titi potro?a?a. Uprkos po?tovanju uslova operatera i podno?enju validnih dokumenata, izgubio sam svoje zakonite dobitke bez ikakvog zakonskog postupka. Ovaj slu?aj isti?e kako se interni uslovi koriste za zanemarivanje obavezuju?ih regulatornih obaveza, ostavljaju?i igra?e neza?ti?enim.
Zahtevana pomo?:
- Hitna isplata konfiskovanog dobitka od 36.550 kanadskih dolara
- Nezavisna revizija slu?aja
- Pa?nja javnosti kako bi se osiguralo da se takve prakse ne ponove
- Hvala vam na vremenu i pa?nji. Rado ?u vam pru?iti svu dodatnu dokumentaciju na zahtev.
This complaint concerns the unjust confiscation of CAD $36,550 in winnings by JackpotCity Casino, despite my full compliance, verification efforts, and escalation through all proper channels. The operator took this action without performing any Customer Due Diligence (CDD) or giving me an opportunity to verify my identity or source of funds.
I submitted this issue to eCOGRA and then to the Kahnawake Gaming Commission (KGC). Unfortunately, both parties ruled in favor of the operator, citing Clause 1.1.17 and Clause 10.17 of the casino’s Terms and Conditions. These clauses, however, were invoked without observing or enforcing the mandatory regulatory requirements for CDD and AML compliance under KGC’s own June 2021 regulations.
Timeline of Events:
- March 11, 2025: I deposited CAD $17,000 using a joint credit card held with my husband.
- March 12, 2025: I requested a withdrawal of CAD $36,550.
- Same day: My account was suspended, deposits returned, and winnings confiscated with no contact or CDD process.
- March–April: I contacted JackpotCity support and then their complaints department—no meaningful response.
- April 17, 2025: I filed a dispute with eCOGRA, submitting full documentation.
- May 15, 2025: Submitted a formal rebuttal.
- June 3, 2025: eCOGRA sided with the operator, citing internal terms without acknowledging regulatory duties.
- June 12, 2025: Submitted a complaint to KGC.
- June 17, 2025: KGC closed the case, citing the same internal terms without reference to regulatory breaches.
Clauses Used to Justify Confiscation:
Clause 1.1.17
"If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account may be suspended... contact Player Services for verification."
Clause 10.17
"The Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance... if the name on your Casino account does not match the name on the credit card(s) used to make deposits."
These clauses were invoked without following the verification process described in the same terms, nor the obligations under Sections 18, 19, 20, and 25 of the KGC AML/CTF Regulations.
CDD and AML Compliance Failures:
Despite a large deposit and immediate withdrawal, no CDD was performed, and I was not contacted for identity or payment verification. This violates:
- Section 18: CDD must be performed at registration and completed before any withdrawal.
- Section 19: Identity and source of funds must be verified.
- Section 20: If there are any concerns, Enhanced Due Diligence must be conducted.
- Section 25(e): If fraud is alleged but not substantiated, the operator must release the funds.
At no point was I accused of fraud, and no explanation was ever given for skipping the verification process.
Proactive Efforts Ignored:
I submitted the following documents to JackpotCity and eCOGRA:
- Government-issued ID (mine and my husband's)
- Stamped bank letter verifying joint ownership of the credit card
- Utility bill in my name matching the account address
- Marriage certificate
- Full email and chat correspondence with JackpotCity
- Timeline of all events and submissions
None of these were acknowledged, reviewed, or addressed by the operator, eCOGRA, or KGC.
Attached:
- Email/chat transcripts with JackpotCity
- Jackpot City Dispute Response Notice
- Dispute records from eCOGRA
- Correspondence with the KGC
Why I'm Contacting Casino Guru:
I believe Casino Guru should be made aware of this systemic failure in consumer protection. Despite following the operator’s terms and submitting valid documents, I have lost my rightful winnings with no due process. This case highlights how internal terms are being used to override binding regulatory obligations, leaving players unprotected.
Relief Requested:
- Immediate release of the CAD $36,550 confiscated winnings
- An independent review of the case
- Public attention to ensure such practices are not repeated
- Thank you for your time and attention. I am happy to provide any further documentation upon request.
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