RESOLVED: CasinoJax

Hello. Now, before we go any further and you reject my complaint for the totally wrong reason, I want to make it very clear that THIS WAS WON WHEN PLAYING WITH A TOURNAMENT (BATTLE) PRIZE. I have had 2 previous complaints rejected on the basis that this was a loyalty prize. IT WAS NOT A LOYALTY PRIZE.

AGAIN, THIS WAS WON IN A TOURNAMENT. IT WAS A CASH PRIZE.

Now, after winning $30 in a battle at Jax casino, I kept playing and went on to win $3000 AUD. After a long verification process and bring congratulated by 2 seperate support staff, I withdrew the $3000. Casino staff then tried to tell me that I could only withdraw $300 and were claiming that it was a loyalty prize. IT WAS A TOURNAMENT CASH PRIZE. Nowhere in the Jax battle conditions does it state anything about the 10% withdraw limit, that only applies to loyalty gifts etc which this was not.

They not only refused to pay me the $3000, but they removed $2700 of my money which I had turned over from my account.

Hi Samanthacraker,

Sorry to hear you experienced issues when playing the tournament Jax Battles at CasinoJax.

I wasn't able to find the terms related to 10% withdrawal limit on tournament cash prize either, however, I found this statement: In addition to the above, when processing withdrawals, if the accumulated deposits of a player do not exceed $200 or equivalent, the player is only entitled to a maximum amount of 10x this amount in a withdrawal request.

On the other hand, please private message me your casino username to check with the casino representative and try to assist you.

Thank you.

Hi Samanthacraker,

We have received your account details and forwarded to the casino represenative. Once we receive feedback, we will get you informed.

Thanks again

I've actually noticed in the last day or two that they've "updated" their t&C's but that's ok because I downloaded a copy of them on the day all this unfolded...

Hi Samanthacraker,

The casino represenative got back to us regarding your complaint and pointed out  https://www.casinojax.com/bonus-terms-and-conditions in point 24 under general bonus terms.

24. Maximum win resulting from loyalty free spins is 100 USD/EUR/AUD/CAD/NZD/USDT, 0.005 BTC, 0.92 BCH, 0.08 ETH, 1.95 LTC, 1,750 DOG. Maximum win resulting from VIP cashback and Loyalty bonus (Free bonuses, Jax loyalty, Jax battles and Jax lotto included), and any other bonuses provided by the casino unless otherwise specified, are х10 from bonus amount. The maximum win restriction persists after the completion of the wagering requirement.

These conditions were added to the policy about a week ago. This was done long after I had the issue with them, and in fact I have a copy of the conditions which I took when the issue occurred. Obviously I wouldn't have lodged this enquiry if that was the case. I have attached the terms and conditions taken at the time. 

I did mention that in my previous comment above your recent reply 

Hello Samanthacraker,

Please be patient, since it is the Orthodox Easter holiday in Serbia until Tuesday.

Thank you

Hi Samanthacraker,

We have contacted the rep again. We'll see what the rep will reply, however, please note, in most cases, there's max cash out limit for any free promotion, bonus, or tournament.

No, actually there was no such conditions because IT WAS A CASH PRIZE, not a loyalty bonus or any other sort of bonus for that matter. Any terms that claim so have since been added to their terms retrospectively and did not apply to me at the time.

Wow that sounds horrible to deal with. I know it's going to be hard with the regulations here 🙁 good luck and thanks for the information 

Hi Samanthacraker,

Casinos do have cash out limit on cash prize as well, however, let's wait for the rep's feedback. As soon as we hear from them, we will inform you.

Hi Samanthacraker,

We've sent a reminder to the casino rep to provide us with any feedback. Keep you posted if they get back to us.

Hi Samanthacraker,

The rep has just advised they have been communicating with you directly regarding this case. Please provide us with an update.

Thank you.

 

Hi Samanthacraker,

Please provide us with an update. Thank you.

Hi Samanthacraker,

Since we've received the feedback from the casino rep that they have been resolving the issue with you, but, on the other hand, no update from your side, we will close this complaint and mark it as RESOLVED.