I made an entirely fresh and new account to this site. I deposited 25eur with an -first- welcome bonus. I won with welcome bonus 602eur winning and tried to make an withdrawal after I met the wagering requirements. Right after that they first locked my account and soon later they locked entire finnish region. I played before any restrictions, just to be clear. I asked for the reason from livechat, and they aswered there's an ongoing fraud investigation, which is okay I guess. They cleared that my account was ok, and asked me to send verification documents to their email and I thought that everything is okay, as they said I'm in good standing with them (as seen in livechat). I sent them verification documents and after that I didn't heard anything from them for weeks. Today I tried to take contact via livechat again to ask what's the situtation over there and now they said that I was only claiming this bonus to withdraw money and they will void my winnings. So I met wagering requirements and after that they said that this isnt okay for some reason, and was accusing me in someway of systematic bonus abuse. With my first deposit and bonus in the whole site.. Im not sure if they added that part to T&C-pages right after my withdrawal. Why there is wagering requirements if I can't freely decide what to do after I have met them requirements?

I will be happy enough if I will receive my FIRST withdrawal (602eur) as I didn't do anything wrong. It was my first time at the site, made my first deposit, I met the wagering requirements and wanted to withdraw my winnings. Simple as that.

I will not be happy if they decide to void this for some reason I didn't do.

Dear Mirohi,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would try to contact the casino. Did the casino mention which bonus terms did you violate? Did you receive your deposit back? Also please, if you have any additional proof or conversation send it to [email protected]. Looking forward your answer.

Best regards,

Nick

Hi Nick. And thanks for opening this case for me.

Unfortunately no, they didn't even send my 25eur first deposit back. They said I was "bonus hunting", but how can I bonus hunt, or systemically abuse bonus, as it was my first bonus, first deposit and even the first login on the whole site. In the picture I attached, they are referring to this point.

And in the next part they are saying that "You may not even be the one who's systemically abusing bonus" - but still deciding to void my winnings? That's rather... confusing. And even how could I systemically abuse bonus as it was my first visit in whole site.

So, in my opinion they are saying that there's wagering requirements but if you meet them, even then it's not okay to make an withdrawal. So why there is wagering requirements if I can't withdraw my winnings after that, or do whatever I want with that money? I only played one slot-game, so even there I couldn't do anything wrong, as I played a game which wasn't banned in bonus-T&C. I'm referring to this picture when I said I'm not sure if they added that part after when I tried to make an withdraw. It feels like they started to move goal-posts after when I scored at the football game. If you get what I mean..

Regards

Miro

Thank you for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Mirohi,

I looked at your case and understand your situation. I will contact the casino and see if I can help.

Hi Peter.

Thank you.

We would like to ask the JacksPay 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Mirohi,

I tried to contact the casino repeatedly, but it failed to reply. There is no response to emails, live chat or any other form of messaging. I’m afraid, there is not much that can be done without the cooperation from the casino's side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter