FORFÆRDELIG -
Jeg indsender denne klage vedrørende JokersAce Casino, efter at operatøren lukkede min konto den 20. november og annullerede min anmodning om udbetaling på 3.000 £, som jeg havde indsendt den 19. november. På tidspunktet for lukningen var udbetalingen afventende, endnu ikke godkendt, men der var ingen indikation af problemer med min konto, før de besluttede at lukke den.
1. Annulleret £3.000 afventer udbetaling
Min udbetaling på 3.000 pund blev indsendt og afventer behandling. Casinoet lukkede min konto den næste dag og annullerede straks udbetalingen uden at give nogen forklaring eller bevis for forseelser.
Jeg benægter enhver påstået overtrædelse af deres politikker. Al min spilaktivitet og kontoaktivitet var legitim og udført i god tro.
2. Uunderbygget påstand om "politikbrud"
Casinoet hævder, at min konto blev lukket på grund af et brud på deres vilkår. Trods flere anmodninger har de ikke:
Identificerede hvilken specifik klausul jeg angiveligt har overtrådt,
Fremlagt nogen form for bevis,
Forklarede, hvordan dette berettiger annullering af min ventende udbetaling eller tilbageholdelse af midler.
Den eneste kommunikation, jeg havde med dem, var for at rejse bekymringer vedrørende uoverensstemmelser i deres vilkår og betingelser og licensoplysningerne på deres hjemmeside. Jeg sendte også deres betalingsudbyder en cc i nogle e-mails udelukkende for at eskalere sagen professionelt. Jeg gjorde det hele tiden klart, at jeg ønskede en mindelig løsning og havde til hensigt at fortsætte med at bruge casinoet, hvis alt blev håndteret korrekt.
3. Licens- og regulatoriske bekymringer
Deres hjemmeside indeholder adskillige usædvanlige og modstridende oplysninger, herunder:
Et Curaçao Master License-nummer, der ikke stemmer overens med standardstrukturer,
En separat enhed med et ikke-standardiseret tilladelsesnummer,
Flere forskellige børsnoterede virksomhedsnavne og adresser.
Disse problemer gav anledning til legitime bekymringer om lovgivningsmæssigt tilsyn, og jeg anmodede om afklaring fra operatøren – spørgsmål, der aldrig blev ordentligt besvaret.
4. Manglende depositumrefusioner
Casinoet hævder at have refunderet alle mine indbetalinger. Men ud af de cirka £300, jeg indbetalte, modtog jeg kun £99. Det resterende beløb er ikke opgjort, og casinoet har ikke fremlagt bevis for yderligere refusioner.
5. Modstridende oplysninger fra support
Deres livechat- og e-mailagenter har givet modstridende forklaringer, herunder:
At fortælle mig, at "transaktionen" kun var midlertidigt annulleret,
Meddeler mig, at kontoen er permanent lukket,
At tilbyde inkonsekvente udsagn om refusion af depositum og brud på politikker.
Ingen af de oplysninger, de har givet, har været ensartede eller understøttet af beviser.
6. Min position
Lukningen af min konto og annulleringen af min ventende udbetaling var uberettiget.
Jeg har ikke overtrådt nogen vilkår eller politikker.
Jeg har ret til mine udbetalinger på 3.000 pund, samt resten af min indbetaling.
Jeg forsøgte at løse sagen høfligt og samarbejdsvilligt, før jeg eskalerede den.
Operatøren fortsætter med at tilbageholde midler uden at give en lovlig eller bevisbaseret grund
HORRIBLE -
I am submitting this complaint regarding JokersAce Casino after the operator closed my account on 20 November and cancelled my £3,000 withdrawal request, which I had submitted on 19 November. At the time of closure, the withdrawal was pending, not yet approved, but there was no indication of any issue with my account before they decided to close it.
1. Cancelled £3,000 Pending Withdrawal
My £3,000 withdrawal was submitted and awaiting processing. The casino closed my account the next day and immediately cancelled the withdrawal without providing any explanation or evidence of wrongdoing.
I deny any alleged breach of their policies. All my gameplay and account activity were legitimate and conducted in good faith.
2. Unsupported "Policy Breach" Claim
The casino claims that my account was closed due to a breach of their terms. Despite multiple requests, they have not:
Identified which specific clause I allegedly violated,
Provided any evidence,
Explained how this justifies cancelling my pending withdrawal or withholding funds.
The only communications I had with them were to raise concerns regarding inconsistencies in their Terms & Conditions and the licensing information displayed on their website. I also cc’d their payment provider in some emails purely to escalate the matter professionally. At all times, I made it clear that I wanted an amicable resolution and intended to continue using the casino if everything was handled properly.
3. Licensing and Regulatory Concerns
Their website contains several unusual and conflicting disclosures, including:
A Curaçao Master License number that does not match standard structures,
A separate entity with a non-standard permit number,
Multiple different listed company names and addresses.
These issues raised legitimate concerns about regulatory oversight, and I requested clarification from the operator—questions that were never properly addressed.
4. Missing Deposit Refunds
The casino claims to have refunded all my deposits. However, out of approximately £300 deposited, I received only £99. The remaining amount is unaccounted for, and the casino has not provided proof of any additional refunds.
5. Contradictory Information From Support
Their live chat and email agents have given conflicting explanations, including:
Telling me the "transaction" was only temporarily cancelled,
Informing me the account is permanently closed,
Offering inconsistent statements about deposit refunds and policy breaches.
None of the information they provided has been consistent or backed by evidence.
6. My Position
My account closure and the cancellation of my pending withdrawal were unjustified.
I did not breach any terms or policies.
I am owed my £3,000 withdrawal, as well as the remainder of my deposit refunds.
I attempted to resolve the matter politely and cooperatively before escalating it.
The operator continues to withhold funds without providing a lawful or evidence-based reason
