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Casino Complaint Aussies are on notice. Are we again victims of new legislation?

Discussion in 'Casino Complaints - Non-Bonus Issues' started by crikeym8, Aug 31, 2017.

    Aug 31, 2017
  1. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    * Aussies who where ported from other casinos to (HOUSE OF JACK)" * are most at risk.


    As we Aussies are feeling the pinch with the new legislation restricting our game play, I will now inform my fellow aussie's of another kick coming our way. Its called the " take advantage of a ever dwindling soon to be irrelevant group" That being Aussies and the still sitting on the side lines casinos more than willing to facilitate our punting appetite.

    Well I have been , without a doubt, and right under my nose, and even after all the years ive been playing , and the belief, that when it came to online casinos , I was street wise.

    Well I'm not gonna compile everything today. My first call today is to my solicitor to set something in motion.

    But until then, il continue to shake my head wonder how I let "House Of jack" casino , and how easy it is for even a player of my years , to have a casino, that has stalled my verification 3 days whilst claiming that the documentation I have provided was insufficient or most days, they state nothing ever arrived.


    It was then, that the $16,000 in winnings that was accumulated over many hours and at bet rates between $5 and considerable time around $100 per push, and was made up of dozens of individual wins of $3000. $6000, $2000, $7000 which I had withdrew in two lots $8500 and $8000 aprox.. And was left in pending awaiting confirmation of verification documents.

    Now there are times, and especially on new games that a win on a game for substantial amounts you just miss or think, shit, clicked to fast, and missed the win arrangement. Cool, won 3 grand, cool won 6 grand, dam missed it.


    Anyway, I was playing with $500 id swiped from my withdrawal awaiting confirm. And id again accumulated 2 or 3 grand and then , shit all of a sudden, won 7 grand and thought id missed it. then few mins later another 7500, thought, today is basically similar to previous days of win lose combinations and thought "u beauty"

    So decide, I got the 14000 in pending ill play with this win or lose I'm up. Now, without informing me, giving notice, no emails, no chat pop up, not a peep for 3 days, it is now been determined that someone at HOUSE OF JACK decided to reject my wins and individually over several mins return them to my balance.

    Now, you make of it what you wish. But , who in their right mind would add substantial amounts to a ACTIVE Player who is punting $100 per push with averaging wins of $5000 and not alert the player. No , "Warning" your pending withdrawl has been rejected . Now,

    Lets go ahead 3 days, and in those 3 days , id spoken either by phone , email and chat to actively finalize the verification delay which is now apparent purposely or castrated and deliberately held back with dozens of references that either they never received the 24 individual Verification document Upload emails from my domain, my gmail and my yahoo and in split combinations so to avoid any email failure or size restrictions. That aside I uploaded, the 26 Identification documents to the chat screen which has upload file ability. I also uploaded them to the casino account upload page dedicated to verification of players.

    Now I had spoken to 7 different staff at HOJ over 3 days, and had accounts ring me stating they had just about all they needed, but a utility bill was required. I have 5 emails from some staff stating they received docs, then next day they denied any docs existed or create excuses and made requests for docs that was unheard of.

    So in summary, today, I sent, Passport, drivers licence, Taxation certificate, Supreme court judgment signed by 2 judges , a stat dec, a 4 utility bills, 3 bank statements, A sheriffs signed witness statement co/ signed by a magistrate, medicare card, credit cards, Asic company statements, credit report which states all property addresses id lived at past 20 years. An electrol role receipt.

    And still, it wasn't sufficient , ...........

    Anyway, today it came to a head.

    NIOMI was eventually put on chat line as she claimed was managerial. She requested , that I send each and every document one by one and too a email she would send me now. After 5 emails she stated none where received. So she didn't know id already sent them with gmail, yahoo and mail.com just to make sure.

    I informed he of such and stated none had arrived. I then directed her to Staff Member KELLY, who just 4 hours earlier had acknowledged the upload of all docs to chat feature and she manually added them to my account.


    I then asked Niomi to deduct $500 from my withdrawals so I may play and informed her that I was no longer able to cancel withdrawls as they where awaiting verification.

    Long story short, I was informed I had no withdrawls and they where returned to my account without notice and tried to claim I was trying to steal from casino. (All on transcript) I must add.

    Now, how is it, that not one staff, support, supervisor, manager in a total of 26 rather boring lengthy and detailed conversations , not one person, mentioned the funds didn't exist any longer. In fact all but Niomi stated they could see my withdrawls in pending.


    Ive spoken to my solicitor, I have had some similar situations in the past but saw the tell signs. Against my solicitors wishes , ive commissioned him to make enquiries and commence appropriate action on my behalf. recently I came into a few decent windfalls (Not gaming related) And I'm gonna take it for a little ride and take it as far as it becomes apparent , that its either not its no longer viable to pursue or until I receive winnings.

    If House of Jack decide its in their interest to honour payout, I declare that ill give all the proceeds to casinomeister for the purpose of giving it all to charity.

    Not sure anyone has bothered to do a company and director search for HOUSE OF JACK, but information as to the structure and principal holders is very thin. Fortunately due to Aussie bi-lateral information sharing with most nations because of terrorism , I'm told its only a court request for discovery will open those doors.

    Anyway, I don't intend spruiking every detail if things progress, not in my interest, but I will let everyone know the outcome. But its official, even those of us that think we are somewhat confident in the casino we are members of, just remember, there are operators taking deliberate short term risks to obtain gain from individuals who have little or no option but to walk away when its deemed your deposit % %% isn't high enough to warrant a withdrawl.


    Most cases like this no one wins. But licencing and lending and registration along with bad publicity alone with financial loss will give me satisfaction.
     
  2. Aug 31, 2017
  3. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    Did you contact the rep of house of jack here?

    You are a full member, so I'm pretty sure you know the casinomeister rule-you have to notify the rep if you post the compliant about a casino.

    I believe a few people wrote about house of jack-mostly Aussies I think, I wouldn't say they labelled the casino as "one of the great one", but most people said it is ok casino, so I'm surprised to read your post.
    Hopefully the rep can sort out the issue, and since they have an active rep here you can use PAB service too.
     
  4. Aug 31, 2017
  5. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    DONE.

    Yes, did so, also emailed my VIP manager stating the urgency of the matter 2 days ago, seems even he isn't responding to calls. But ill give him benefit of doubt as he sometimes isn't in the office.

    And yes, I will give both the time to evaluate and hopefully rectify this issue.
     
  6. Sep 6, 2017
  7. JackedAff

    JackedAff Online Gaming Affiliate Manager

    Occupation:
    Online Casino Marketer
    Location:
    South Africa
    Hi,

    Ben here from House of Jack, we have replied to the player in a private message.

    Unfortunately we have not yet been able to verify the player's account as some of the documents were received were not legible and therefore we re-requested. In addition to this their has been an address mismatch issue we also need to clarify and we have had several e-mails to the player to resolve this. As per the casino's terms and conditions, withdrawal payments would be subject to account verification and it is for this reason we were unable to process the player's withdrawal and returned his winnings to his account. It is unfortunate that the player has since chosen to play this out.

    I would like to refer to the casino's Terms and Condition 6 and 4.6.1 which I have included below.

    6. Cash-Ins

    All cash-ins will be subject to audit before being processed. The player will have to provide House of Jack with a copy of proof of identity, a recent utility bill not older than three months that reflects the player's address details, copies of the front and back of all registered credit cards at the casino, an approval signed purchase history and/or other appropriate documentation when withdrawing credits. The proof of identity must exactly match the registered name and surname of the casino account. Failure to provide the necessary documentation after it has been requested, or the submission of fraudulent documentation, means that the player's casino account will be locked and all winnings and/or cash-in will be void and/or any cash-ins will be token refunded to the player's casino account. Any amount less than $/€20 will not be cashed out, and will be credited back to the player's casino account.

    4.6.1 Withdrawal timeframes are dependent on the verification status of the customer. As part of our licensing requirements we must collect documented evidence of customer's identity, proof of address and/or proof of payment under certain circumstances and this can affect the approval times of withdrawal processing.

    We are happy to assist the player where we can in order to get the verification process completed and will do our utmost to ensure that this is expedited. We have requested the player to contact us once he has sent the requested documents and look forward to completing the verification process.

    Regards,
    Ben
    Head of VIP
     
  8. Sep 6, 2017
  9. mina1929

    mina1929 Senior Member

    Occupation:
    Food Catering
    Location:
    World
    I had no problems with House Of Jack, I sent my documents before I even won anything so I can be verified if I ever won.

    Verification was quick and easy and I had a few withdrawals too with no problems :)

    At least they put money back in your account not just taken it. Also because its a large sum of money they have to triple check everything :)
     
  10. Sep 8, 2017
  11. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    Now, let me explain something. I sent 27 documents to the emails provided not from just one email, but from 3. ###@gmail.com,###@crikeym8.com , ###@yahoo.com.au. And your telling me, that not one of those emails was received, even thou I sent them over a dozen times!

    27 documents, passports, ;licence, tax return, department of justice, supreme court docs and so on. And yes, I see now that the casino returned the funds to my account without informing me, during free spin feature. and during heavy play. 7000 at a time. But I'm told that I was informed by email. (Please show me that email" When I made status queries, No one mentioned it for two days, when I asked how long withdrawal would take. They all spoke as to say funds where still available to withdraw. Why wouldn't I question that? That's because, it states, that withdrawals are removed from account pages after 4 hours if verified or until such time as your verification is cleared. But when playing at $100 a bet, and some games not instantly updating balances, well, why wouldn't I see my own funds dripped fed back into my account. Why would I expect that they where my winnings from previous, when every email, chat conversation said the complete opposite.

    That doesn't excuse the email that states that if verification is not completed within 7 days funds would be returned to my account.. Why where they returned in 2 days?
    I could throw in a few more discrepancy's regarding the information staff provided me and the actions in which the casino took. What about the chat session with Kelly, in which, she said, after I uploaded all docs to chat session, "I will upload all these to your account" What, you didn't get those either??

    So not only did three independent emails fail to send 27 docs, your chat session in which a staff member stated she had received them and would add to my account didn't happen either.

    And lets be clear, what about Naomi stating that my documents did not match my address in Bryon Bay NSW, in which I replied, I'm in Victoria dear, dunno where you got that address from.

    And finally, as I was migrated from 5 casinos, in which I begged HOJ to remove all the duplicate casino migrations and stick with Rizk account, as I was vip verified player there, how is it that the exact same documentation didn't seem to match my HOJ account? Could it be, because of the duplication of so many migrated accounts when we moved to HOJ, that someone entered the wrong information into my account?

    ------------------------------------------------------------------------------------------------------------
    On HouseOfJack <info@HouseOfJack.com>, 29 Aug 2017 2:14 pm wrote:
    Hi ++++,

    We are contacting you regarding your recent payout request, since the total amount of your payouts now has exceeded the threshold of €2300 and under our license terms required by the Maltese Lotteries and Gaming Authority, we are obligated to verify your identity before processing your payout.

    We kindly ask you to upload a new copy of the following required documents listed below, which you can do by accessing your account and going to "My Account" and "KYC":

    [document]

    Any pending transactions may be canceled should you not provide these copies within 7 days.

    If you would like to confirm that this request is genuine, please send an e-mail to This email is not visible to you. or contact our support using our LiveChat.

    We will send you a confirmation when we have validated the documents. This may take up to 72 hours from the time they are uploaded.

    Thank you in advance for the documents.

    -----------------------------------------------------------------------------------------------------------



    Dear &&&&&&&&&,
    (&&&&&&&&&)

    Thank you for contacting us at House of Jack Casino.

    We would like to thank you for complying with the verification process. We have forwarded your documents through to our security Department to verify. If we have any issues we will advise you accordingly.

    I hope this meets your understanding. For further assistance, please feel free to contact us at any time.

    Regards,

    The Support Team


    _______________________________________________________________________________

    But handg on, I have 2 dozen emails stating you haven't received my docs. As that email above was final email of 5 each requesting either card details, or utility bill, then that final email says you have all you need.

    I'm more than happy to provide log ins to gmail, yahoo and crikeym8 which where all used to send my 27 verification docs to casino on 11 occasions , returned to sender, info and HOJ emails.
     
  12. Sep 8, 2017
  13. Adam Randall

    Adam Randall Full Member

    Location:
    Australia
    Dodgy as hell, just goes to show that those with cash will often get treated like shit along with the rest of us

    I hope this forces them to do what they should have done in the first place. There is zero reason for this type of behavior by a casino

    Not only that, the fact you made contact initially means in a civilized world where rules are put in place to ensure ethical behavior and fairness rather than scumbags preying on others means that the clock should stop on any risk of forfeiture - if they maintain it does not then put simply they have stolen your money and hope you will not chase it.

    House of Jack looked reputable to & put $100 in last week myself, not after seeing this, I will finish off the 50 or so free spins I have over the next few days and find somewhere else.
     
  14. Sep 8, 2017
  15. ladyhawke

    ladyhawke Experienced Member

    Occupation:
    Retired
    Location:
    The other side of midnight
    I find it very strange that on the strength of one bad review, you are prepared to write them off, even though many other CM members have posted positive experiences with HOJ.

    Sorry to say this - but something doesn't ring quite right with your post.
     
  16. Sep 8, 2017
  17. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    I was transferred from Guts (where I played regularly) to House of Jack. I assumed it was a sister casino of Guts and naturally reliable. I haven't had a withdrawal at House of Jacks yet- so I can't comment how reputable they are.

    This thread is concerning however.
     
  18. Sep 8, 2017
  19. JackedAff

    JackedAff Online Gaming Affiliate Manager

    Occupation:
    Online Casino Marketer
    Location:
    South Africa
    Hi crikeym8,

    I sent you a private message yesterday and I am sorry you never contacted us back as requested.

    It is unfortunate that you have experienced issues with your account verification and we are busy looking into this for you.

    I will ensure that one of the Casino's VIP managers contacts you tomorrow (Due the time difference it is unfortunately too late to call today). Please expect a call.

    Rest assured we will do our best to address and resolve this matter for you.

    Regards,

    Ben
    Head of VIP
     
  20. Sep 8, 2017
  21. Adam Randall

    Adam Randall Full Member

    Location:
    Australia
    I see no reason to disbelieve this poster, it has a complete ring of authenticity to it

    If it is resolved in a satisfactory manner then it will have the opposite affect on me but how many reviews like this do you need?
    There is shiftiness afoot in the correspondence, I can smell it in my sniffer. If the review was less well written, less able to be understood then I would think twice but it is obvious this guy knows how to communicate well so that being the case, where is the failure point because if it is not intentional and this guy can express what he wants to do and is motivated to get this done then there are not too many areas left where the problem would lie.

    They buggered him round from the start, at that level, he should have direct access to someone who knows his name and sorts things out for him. If this guy gets treated this way then what hope does someone like me with my $100 have?


    I have not the first clue about my post not ringing true, if you are saying I am lying then you can tell your story walking, it is an outrageous thing to say

    Aussies are on notice. Are we again victims of new legislation?: 09-09-2017-03-25-14.png,Sep 8, 2017




    Aussies are on notice. Are we again victims of new legislation?: 09-09-2017-03-24-24.png,Sep 8, 2017
     

    Attached Files:

  22. Sep 9, 2017
  23. ladyhawke

    ladyhawke Experienced Member

    Occupation:
    Retired
    Location:
    The other side of midnight
    "I see no reason to disbelieve this poster, it has a complete ring of authenticity to it."

    Every single online casino - including the cream of the crop (CM accredited, ThePogg recommended, etc.) have incurred negative reviews at some stage, with some of the complaints being legitimate, some not. It's regrettable, but it happens. However to decide to blacklist a casino on the strenth of one negative review is naive in the extreme, and if ONE negative review has the power to influence you to such an extent, then I strongly doubt there is one single casino out there that you will feel comfortable playing at, once you come across some of the negative reviews.


    "I have not the first clue about my post not ringing true, if you are saying I am lying then you can tell your story walking, it is an outrageous thing to say."


    ??? What a strange comment. I was referring simply to your extreme naivety in basing your decision to blacklist a casino based on ONE negative review. Not something a seasoned gambler would do.
     
  24. Sep 9, 2017
  25. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    Ive received a phone call (satday arvo) and have forwarded emails that casino have adamantly denied exist. Also ive requested copy of email stating funds have been or will be returned to my account as was claimed. At this stage ive had no response to neither. But just this week ive been allocated a second vip manager. I have a feeling the left doesnt know what the right is doing.

    But we can forget about getting any of the $14500 back. That has been made clear several times. But i wont be told that i failed to observe casino policy and/or correspondace received in any way. Its not up to me to provide records to casino of emails sent to me from them.
    Its unheard of.! But why bother sending anything if your just going to shift blame onto the player whilst attempt to discredit them pointing to terms.

    And just to answer casinos question as to how i wouldnt notice 7 grand being added. When your playing $100 a push your not winning small. Add to that some games dont always show $ BUT INSTEAD credits. Add to that some games you can hardly read the credits unless your nose is stuck to the tv or mobile. AND MAYBE fix it that main page actually updateds your $$ automaticly instead of having to wait untill you decide to refresh or change games. More important. Actually notify a player that hey mate, we are putting all your money back into your account whilst your actively winning losing thousands even thou you have spent days trying to satify our verification process.
     
    Last edited: Sep 9, 2017
  26. Sep 10, 2017
  27. susanjbo

    susanjbo Moderated User

    Occupation:
    wife
    Location:
    australia
    Not unusual

    What did you expect when you have only deposited $2300 since you joined. They even admit because your deposit to with drawl % are not in their favour. And putting money back into your play credits whilst playing is an old trick casinos use. I bet they didn't return the money all in one hit. Dribble fed you , so as to not notice, then claim you must be blind. I doubt you will get all your money back, if they were smart and wanted you to stay on they should at least offer half back. Problem is, average punter would probably side with casino as to how you didn't notice those amounts being put back in. But average punter has no idea what pay out returns are when betting as high as you claim you do.

    But I wont be joining them anytime soon after reading this post, and have seen this happen at other casinos. And most likely don't really care, until they realize these types of events end up hurting them the most. (If they screw the VIP then what chance does average Joe Have) You could have tried a PAB , but unlikely to succeed due to monies being added to your account without your knowledge. And them not letting you know! Well, why would they, it wouldn't have worked if they let you know. And as last resort you have charge back options. And its very unlikely they could defend your claims. As I work in RBA , id be seriously looking at that option if they play silly buggers. Pm me if you would like the scheme rule number in which to initiate charge back. But only as last resort, it can seriously effect a merchant , especially with new laws in Australia.
     
  28. Sep 11, 2017
  29. Adam Randall

    Adam Randall Full Member

    Location:
    Australia
    Well either you do not understand the term you used and the phrases definition or you are now hiding behind word games, at least own what you wrote and when someone challenges what you say, stand by it

    The phrase "Something does not ring true" is a direct challenge that you have put against the integrity of what I said, my response to what you said assuming you did not misunderstand is completely expected from someone who has told the truth

    Please explain how it is strange for a person to be questioned on their integrity to defend and demonstrate they have told the truth.

    You must register/login in order to see the link.
     
  30. Sep 11, 2017
  31. Adam Randall

    Adam Randall Full Member

    Location:
    Australia
    As an update to this, the casino has not responded to multiple requests via their instant messenger, the representative here has not replied to my concern and the money is still outstanding so it surprises me seeing as they have such a good name here that the standard of response is so low
     
  32. Sep 11, 2017
  33. ladyhawke

    ladyhawke Experienced Member

    Occupation:
    Retired
    Location:
    The other side of midnight
    And what exactly were those copious screenshots meant to prove - or disprove? I have absolutely no idea as they do not relate to this thread at all.
     
  34. Sep 11, 2017
  35. JackedAff

    JackedAff Online Gaming Affiliate Manager

    Occupation:
    Online Casino Marketer
    Location:
    South Africa
    Hi All,

    Just an update to this post.

    I have been in contact with crikeym8.

    His account has now been verified and we have amicably resolved all issues with the player. Both parties have happy with the resolution and we look forward to long relationship with each other.

    Regards,
    Ben
    Head of VIP
     
  36. Sep 12, 2017
  37. Adam Randall

    Adam Randall Full Member

    Location:
    Australia
    My 3 screenshots?

    Are you honestly not following this?

    1) You said my story does not ring true,
    2) that means you think my story is dishonest
    3) My story involved playing at the House of Jack casino with $100 I had deposited
    4) As a way to demonstrate you were wrong and that what I said was truthful, I linked screenshots
    5) You make a ludicrous claim that your statement "does not ring true" was in reference to an opinion
    6) That statement does not make logical sense when used to refer to an opinion, your opinion is your opinion, it can be right or wrong
    7) You claim to not understand what the screenshots were for - I do not believe you

    The above is not designed to cause an argument but to show you why I did what I did & answer your specific question

    ***As a side note, I am overwhelmed with joy that the OP has been sorted & that there was a favorable outcome, please send high roller free spins my way
     
  38. Sep 12, 2017
  39. ladyhawke

    ladyhawke Experienced Member

    Occupation:
    Retired
    Location:
    The other side of midnight
    Are you honestly not following this?

    You have stated:

    1: House of Jack looked reputable to & put $100 in last week myself, not after seeing this, I will finish off the 50 or so free spins I have over the next few days and find somewhere else. Fine....find somewhere else. That is your prerogative. However I never challenged the fact that you made a deposit with HOJ, therefore to post your 3 screenshots was ...strange. That was NOT the basis of my post.

    2: There is shiftiness afoot in the correspondence, I can smell it in my sniffer. You have absolutely NO idea of what was actually going on, other than reading what Crikeym8 has posted.

    3: what hope does someone like me with my $100 have? Crikey.com, what a load of rubbish. So everyone else in CM who have deposited and got paid by HOJ - and many are very low rollers - are too insignificant - in your opinion - to count?

    4:You said my story does not ring true,
    that means you think my story is dishonest

    Oh dear....been on the Kool Aid have you? You are being extremely pedantic - wilfully misinterpreting and misunderstanding my comments in your attempts to belittle me, and you are fast becoming too tedious to even bother with. Besides this has led to too much hijacking of this thread already. Therefore this will be my last commment in this post.

    "As a side note, I am overwhelmed with joy that the OP has been sorted & that there was a favorable outcome," That is probably the only thing we agree on.
     

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