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House of Jack – Refused winnings

Ruling

Resolved - This player entered into a settlement agreement with House of Jack casino without notifying us of any discussion of this nature.

Firstly I want to stress that we are very uncomfortable with settlements of this nature. The facts of this case are that House of Jack do not make clear anywhere that a player could be expected to find it, that self-exclusions at their casino apply to other properties in their group. The very nature of a settlement implies that the player has not received the full payment that they should have.

However, where the player agrees to this type of arrangement we are not in a position to contest said agreement.

In this instance House of Jack made the settlement contingent on the removal of this complaint, something that was outside of the player's control (we do not remove complaints). This gave us some leverage to discuss the issue further with the operator, but at the point where the operator dropped this contingency there is nothing further that we can or will do.

In this instance the submitting player has become irate and disrespectful to this service because they've not received the full balance, stating that we've "did nothing to fight on [their] behalf". This is despite the fact that they would not have even been able to negotiate the settlement they did without our intervention. As such the player has been informed that they are prohibited from future use of this service.

Player's Complaint

On April 29, 2018, I opened an account at House of Jack. My registration was accepted and my deposit was accepted. The following day I made a withdrawal for my winnings. I had about $56,000 at the time of withdrawal that I had won. I sent the required documents of my ID and address and received an email saying the documents were received and were being looked at. The following day I received another email that stated that my deposit was refunded back to my bank account and my account closed due to a self exclusion I had done on the 28th of April at casino mate. House of jack said that casino mate is their sister company and that since I self exclude with casino mate that meant my winnings were confriscated due to their terms and conditions. When I self exclude from casino mate , I was not told by them that there were other casinos that would be included in this self exclusion. My knowledge was that I had to self exclude myself from each individual casino. If I had known House of Jack was a sister site of casino mate, I would have never made a deposit. The registration was accepted with the same user name, email, and address as the one I used with Casino Mate.

House of Jack has locked my account and when I go to try to log in and says this player is self exclude and I am still receiving emails of offers to their casino. How is a player supposed to know what sister sites another casino has? I feel as my deposit was accepted and my bets were accepted therefore my winnings should be paid. Please help :(

Read the casino review

5 Responses

ThePOGG
May 03, 2018

Hi Silver197740 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
May 10, 2018

Hi Silver197740,

House of Jack casino have informed us that they've contacted you and resolved this issue. Can you confirm this?

Thanks,

ThePOGG

Silver197740
May 11, 2018

Yes they have contacted me and we have made a resolution to this matter. They are asking me to contact you to have the complaint removed in good faith and confirmation of this so that they can process my payment. Thank you for your help.

ThePOGG
May 16, 2018

Hi Silver197740,

House of Jack have informed us that they have made payment of the agreed settlement to you. Can you confirm this?

Thanks,

ThePOGG

Silver197740
May 16, 2018

I received an email that it is being processed but i have not received it yet as it can take a few days

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