HiddenJack Casino closed account without reason with €14,000 balance after big win

[EwoudBoll]

I am filing this complaint against Hiddenjack Casino regarding an unjustified account closure and the withholding of my winnings totaling €14,000.

I have been a loyal player at this casino for several months. During this period, I have successfully completed the KYC (Know Your Customer) verification process and have previously received 5 successful withdrawals to my bank account. This proves that my account was fully verified and in good standing.

Recently, I won a significant amount playing Roulette (fair play, no bonuses involved). My current balance stands at €14,000. However, when I attempted to access my account to initiate a withdrawal, I discovered that my account has been closed without any prior notice or explanation.

I have contacted customer support via email, but I have not received a substantive response as to why my account was terminated and what will happen to my funds. Since I have strictly followed all Terms and Conditions and have played without any active bonuses, there is no legitimate reason to withhold my balance.

I request Hiddenjack Casino to:

1. Provide a clear reason for the account closure.

2. Reopen my account or manually process the withdrawal of my €14,000 balance to my verified payment method.

I have all the necessary proof of my previous withdrawals and my verification status. I hope Askgamblers can mediate in this matter.

 

 

This is the email from Hiddenjack:

 

 

 

Thank you for contacting us.

 

We regret to inform you that, following a thorough review and a decision made by our Administration team, your gaming account has been permanently closed. Unfortunately, a refund of your funds is not possible.

 

Please understand that this action has been taken in accordance with our internal policies and the Terms and Conditions governing the use of our services. As a result, access to your account and any further participation on the platform is no longer available.

 

We would also like to draw your attention to the following provisions from our Terms and Conditions:

"You acknowledge that the Casino shall be the final decision-maker of whether you have violated the Casino’s Terms and Conditions in a manner that results in your suspension or permanent barring from participation in the Website."

 

"It is the user's responsibility to carefully review and adhere to the terms and conditions governing their interactions with Hiddenjack"

 

We understand that this outcome may be disappointing and appreciate your understanding in this matter.

Thank you for your time.