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I am filing a formal complaint against Jackbit Casino (Ryker B.V.) for the unlawful retention of my initial cryptocurrency deposit. The casino has permanently closed my account following my refusal to complete KYC verification but is now violating its own Terms & Conditions by refusing to refund my initial deposit. Furthermore, their Compliance Team is weaponizing a third-party email lockout to trap me in a bureaucratic loop and confiscate my funds.

1. The Contractual Breach (Violation of T&Cs)

I formally refused to provide KYC documentation to protect my privacy and requested account termination. Jackbit’s support team successfully closed the account. However, they are legally obligated to return my initial deposit based on their own rules.

I am explicitly invoking the following clauses from Jackbit’s Terms and Conditions (https://2jackbit.com/legal/terms):

• Section 9 (Anti-Fraud Policy): "In case You fail to provide Us with the requested proof... We reserve the right to terminate the Account and/or hold the funds on the Account – winnings may be confiscated and funds deposited by You shall be returned to You."
• Section 11 (Withdrawal and Refund Policy): "In case the existing deposits are transferred back to the Player due to termination of the Account, We reserve the right to charge the Player with the administrative fee in amount of 20% of the amount transferred."

I have stated repeatedly to Jackbit that I fully accept the confiscation of all winnings and the 20% administrative fee penalty. I am solely demanding the return of my net principal deposit (36.845281 XRP - 20% fee), which their contract guarantees.

2. The Bureaucratic Trap (The Email Lockout Excuse)

I am permanently locked out of the Hotmail account registered to my Jackbit profile (vanillacream991). I attempted a formal account recovery through Microsoft, but the request was officially rejected. I have provided the screenshot of Microsoft’s automatic rejection email as undeniable proof that this lockout is genuine and out of my control.

Because of this lockout, I contacted Jackbit’s Compliance Team (Sophia Thompson) from my new email address. I provided my account details, explained the Microsoft lockout, and requested that they simply return my XRP deposit to the exact same originating XRP wallet address from which it was initially sent.

3. The Casino's Refusal to Act

Jackbit’s Compliance Team replied stating they cannot discuss the account or process any requests from an "unregistered email." They are demanding that I reply from the locked Hotmail account, fully knowing I cannot access it.

Returning cryptocurrency to its original source wallet is a standard Anti-Money Laundering (AML) and security best practice. It requires zero security risk or email verification on Jackbit's end because the funds are simply being reversed to the sender. Jackbit is using my unavoidable email lockout as a pretext to ignore their Section 9 obligations and illegally confiscate my principal investment.

4. My Demand for Resolution

I am requesting mediation to force Jackbit to execute a standard "return to sender" for my initial deposit, honoring the contract we agreed to.

I have attached all necessary evidence to this complaint, including Jackbit's Terms & Conditions, the Microsoft account recovery rejection, the emails from Jackbit's Compliance Team refusing to act, and proof of my original deposit. I expect Jackbit to process this return immediately.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear vanillacream991,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Jackbit Casino and the difficulties you are experiencing regarding your deposit.

Please understand that KYC is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. Since casinos cannot physically verify players’ identities, this process is necessary to complete verification procedures. Reputable and licensed casinos take KYC very seriously.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• On what specific date did you request the termination of your account?
• On what date did you make your initial cryptocurrency deposit?
• Could you please clarify why you did not want to undergo the KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for taking my case and for your prompt response. Here are the answers to your questions:

• Date of account termination request: 4/8/2026 (8th April 2026)
• Date of initial cryptocurrency deposit: 4/8/2026, 4:21:11 PM (8th April 2026)

Regarding my refusal to undergo KYC:

I have strict personal privacy and data security boundaries regarding sharing sensitive government documents (passport, ID) with offshore entities. Data breaches are increasingly common, and I am not comfortable taking that risk.

I fully understand and respect that licensed casinos require KYC to allow a player to withdraw winnings or continue using the platform. That is exactly why I immediately stopped playing, accepted the forfeiture of my winnings, and requested account closure.

I am not trying to bypass KYC to get a payout. I am simply exercising my contractual right under Section 9 (Anti-Fraud Policy) of Jackbit's own Terms & Conditions, which explicitly outlines the penalty for a player who does not provide KYC documents:

"We reserve the right to terminate the Account and/or hold the funds on the Account – winnings may be confiscated and funds deposited by You shall be returned to You."

I am abiding by their rules and accepting their penalties (loss of winnings and the 20% administrative fee for a manual refund upon account closure). Returning the funds to the exact originating XRP wallet addresses all standard AML concerns. I am just asking Jackbit to honor the specific "exit clause" they wrote into their own legally binding contract.

Thank you again for your help in mediating this matter.

Thank you for your reply and for providing the previous details, vanillacream991.

Could you provide any additional communication regarding the status of your refund request? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello and thank you for reaching out. I sent the additional communication and the attached screenshots to the e-mail.

Dear vanillacream991

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you vanillacream991 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jackbit Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

Dear vanillacream991,

As we check your account, our monitoring team has informed you that you can withdraw your last deposit minus 20% administrative fee.

According to the 11th section of our Terms & Conditions:

"The Company reserves the right to check Your identity prior to processing payouts and to hold withdrawals for the time needed to check Your identity. In case You provide false and/or incomplete Personal Data, the withdrawal can be refused and/or the Player Account terminated, of which You will be informed by email."

The withdrawal function for your account is enabled, and you can proceed with withdrawal anytime you'd like.

If you have any further questions or require assistance feel free to contact us via live chat or email at support@jackbit.com

Sincerely,

Jackbit Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vanillacream991,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter