UNRESOLVED: Jack21 Casino Confiscated Funds Complaint

Hey guys,

Username - conjoe.

I signed up to a Mountberg Limited site last week, deposited €500 and played some Evolution Roulette as normal. I got lucky with my number 23 landing several times and I managed to cash out €6000 from the €500 deposit. Please note, at any one time I only had 17-18 numbers of the wheel covered and should my numbers not have landed, I would have lost all my money, which is how roulette works.

I proceeded to withdraw and verified my account successfully and was then told my payout would be processed in the coming days. Several days later they email me and say I was doing progressive bets and all my funds have been confiscated and my account to be closed. Their terms state the following:

h.In the event where the Casino considers a Player to be a professional, using betting systems and patterns, such as, but not limited to, usage of a martingale betting strategy, progressive bets, or have employed betting techniques with the aim of circumventing the standard house edge in the games on the Services; the Casino reserves the right to block the account from using our promotions. Furthermore, the Casino reserves the right to void any balance and winnings.

i.Low risk Roulette bets. ANY outside bet spread combination on Roulette games covering 24 or more (64%) of the 37 unique number spots on the table. E.g. betting on Red and Black - covers 36 of the 37 possible outcomes.

I play Evolution Roulette with many sites and always play the same way and have never experienced any problems, even when I have played a lot on  Mountberg Ltd's sister site 'StickyWilds', for example. A gameplay check with Evolution would also conclude that this was in no way anything other than getting lucky at a game of chance.

This is a clear case of a new casino not wanting to payout valid winnings and cheating. It is everything that is wrong with the casino industry in general and I hope you're able to assist me in claiming my winnings.

Cheers

Thanks for letting us know. The casino rep will be notified. Keep an eye on this topic. 

Just an update that the casino replied to me and stated that because I increased my live roulette stake above my first bet amount that I was adopting a progressive strategy and broke the terms. This is crazy as of course because if you win at roulette 95% of players will naturally increase stakes in ratio to your balance. Basically this term means that they prevent a normal roulette player from ever withdrawing winnings as if they ever win and increase their stake and win again, then they have the right to confiscate all winnings. Further to this, please note that 50% of my profit was actually made from other games such as slots, which is nothing to do with my supposed 'professional' roulette play.

this must be some sort of joke? or illegally run site? How can a Casino confiscate winnings when in fact you had more chance of losing than you did winning? I would understand if you were abusing a bonus or something.. but for increasing stake?? This needs to be looked into.. the site must be scam

Thanks for the update, conjoe. We're going to ask the casino rep for more details about the max bet and game contribution. Keep you posted. 

Hello, 

Thank you for your feedback. 

After reviewing the game sessions we indeed found that the player was in breach of Terms :

p.10 (h) where it's stated that casino entitled to void any winnings in case of martingale\progressive bets\ low-risk or any other irregular strategy.

We are providing a screenshot directly to LCB to verify our claims.

Thanks

We've received the screenshots and we are reviewing them at the moment. We'll provide the feedback shortly.

How can it be a strategy? There is no roulette strategy. I had more chance of losing every single spin. My chances of winning were about 40% for every spin I made. So you're saying that you cannot increase your bet above your initial bet size if you win? Further to this, a lot of my winnings came from other games too.

Simply not a valid excuse and that is the most generic of terms which you can just pull out whenever you wish to not pay customers who win. 

I agree. Ive never ever heard of this before.. Most people raise after a win thats just how it works.. I hope you get this resolved and then stay well clear of this casino. 

Exactly. Imagine being in a real casino, chips in hand after you just won big on a roulette spin :) The next spin is going to be larger and that is exactly what casinos want, as then people often lose it back. 

Hi guys,

We reviewed screenshots that the casino rep sent us and it doesn't seem like the player used any system. Even if he used progressive betting, the casino rep mentioned above, we are of the opinion that Betting Systems Do not work. There is no strategy that can beat the house which you can read in the following link. Any system can't work in the long run so it doesn't matter how a player makes their bets. 

We do agree that it is the players' responsibility to read carefully casino T&C before making a deposit, but it doesn't imply that a casino is right. With that said we do agree with the player and we would like the casino to take all this into consideration and update their T&C regarding betting systems. 

Although obvious, I thank LCB for seeing sense and understanding what these terms actually signal. It's disappointing to see this and that we all must spend time on it, but I ask the operator once again to review and solve the matter. If anything, I'm the exact kind of customer you should be nurturing and taking care of. A win today almost surely won't be a win tomorrow. I also ask jack21/Mountberg Ltd to escalate a play review to evolution to ask if they see anything untoward. They will not and that should be sufficient to resolve my case properly. 

Update - Jack21 sent me an email today quoting bonus terms, even though I never had a bonus. They are stating that they will be closing my account permanently. I think LCB should seriously reconsider promoting this brand to its readers as it is unlawful how they are operating and I am sure many players get stung, as the brand hides behind the most generic of predatory terms. The fact they don't respond in here yet write to me personally and ignore what LCB have stated so far should say all you need to know about this brand. 

Thanks for letting us know, conjoe. We did ask them twice about your case and if they are going to remove this rule about betting strategies from their T&C but still haven't got a reply on that.

We'll try to get in touch again tomorrow and see if they will reply back. 

Hey there,

Still no reply from this brand?

Unfortunately, we still haven't heard back from them on this. We'll send them a reminder. 

Hi conjoe,

We chatted with the casino rep about your case. They state that their decision is final and they do not want to reconsider it. With regards to the terms- they won't change them either. 

If you are not satisfied with their decision, we assume you are not, you can file a complaint to their licensor for further revision. We did our best to help you get your money but if according to them you broke their T&C which we consider player- unfriendly and predatory. However, we can't force them to change their T&C if they do not want to. 

Please let us know if you are going to take any further steps.

Thanks for following up Melissa.

I can't say I'm shocked by their decision, they seem to be running a rogue operation. I don't think there is any point in contacting the Curacao authority, as they are known for being passive and it is very unlikely I'll even get a reply. It's sad to see these kind of things happening to players and companies like Jack21.com / Mountberg Ltd are exactly what gives this industry such a bed rep. It's crazy to see some of their brands like RoyalRabbit & StickyWilds rated so highly on many big affiliate portals when they can simply choose to steal genuine players funds whenever they wish, covered up by the most vague of terms.

Further to this, for you guys as an affiliate, you're losing out as you either lose your CPA earnings or your long term revshare from a good player such as me. Instead they decide to cheat players and adopt such a short-sighted approach to their business. Luckily, I'm sure they won't be around for too much longer. Appreicate the help once again. 

Hi conjoe,

Really sorry we couldn't help you. We did our best to help you and make them change their T&C but since their decision was final there was nothing we could do. 

We always notify our players about player- unfriendly or rogue T&C and according to this, we give them exposure on our site. However, you should also read T&C carefully before you deposit at any casino so you save yourself the trouble. That is our friendly advice. 

Since you haven't got your money we'll mark this case as Unresolved.