ZATVORENO: džekbit konfiskovan 0.74btc dobitak iz live blackjack-a

My username is angelaholmon and I deposited 0.05btc to Jackbit on May 4. I won a bit on live dealer blackjack and my balance reached 0.221btc and successfully withdrew 0.1btc on may 7. Then I used my remaining balance to continue playing, pressing up the size of my bets, and I ran it up to 0.74btc and requested another withdrawal on May 9. They reacted to the withdrawal request by closing my account without any notification or explanation.  At some point in May they zeroed out my balance and re-enabled my account, and I was able to successfully withdraw a 0.001btc leaderboard bonus yesterday. I am not accused of any TOS violation. Here's the email thread, where it seems like they are making up a fake "technical glitch" reason for ghosting me and stealing my money.

--------------------------Start of Email Thread----------------------------------------
From Angela May 9:
Hi!
I want to withdraw my whole balance of 0.74BTC that I won on blackjack yesterday to bc1qy3aj0u3fl7zr99l3xau5sgnykuzw5wzjyumpz4 in monthly installments. I'm having trouble logging into my account this morning: it says "user is blocked".  I hope you don't think I did anything wrong!


From Support May 9:

Dear Angela,

Thank you for your email.

Please be informed that the account is closed as it is under investigation. Kindly please wait for the updates via email

In case of questions, feel free to contact us any time!

We will be looking forward to hearing from you.

Have a great day.

Best regards,

Tilda / Support Agent

From Angela May 27:
I see that my account is reopened but nobody ever notified me by email
and my balance is missing on the account.  I should still have 0.74btc
on there but the transaction history says "system withdraw" took out
some amounts that don't make any sense (3.2btc that I never had).

From Support May 28:

Hello,

We're reaching out to inform you that there was some issue detected on our platform and some winnings  have been credited to your account incorrectly.

Due to the mentioned reason, unfair winnings have been deducted from your balance and you are free to use the rest of the amount.

Best regards!

Amy/ Support Agent

From Angela May 28:
There wasn't any issue with the platform as far as I could see. I just
won a lot playing blackjack and then my balance got zeroed out for no
reason

From Support May 29:

Dear Angela,

Thank you for your email!

 

Please be informed that as we have double-checked with the relevant team, there was a technical issue detected on the site and the mistakenly credited winning amount are deducted from your balance.

 

Keep in mind that the matter is now resolved and the result is final.

 

Should you have further questions, please contact us anytime.

 

Have a great day!

 

Best regards,

Lincoln / Support agent
--------------------------End of Email Thread----------------------------------------

Here is a screenshot of the transactions history on my account:

I think they subtracted the entire gross win of all my blackjack sessions on May 9 instead of the net win or whatever the error was if there ever was any real error (they won't provide any evidence of any error that affected my balance). There is no bet history log or session log that I can see to double check and they haven't provided any specific information about what the "glitch" was.  It just seems like making up flimsy excuses to avoid paying out a winner, which is the oldest trick in the book for shady online casinos. When I was playing I did not see any anomalous changes in my balance. I won it fair and square playing live dealer blackjack with big bets. (btw, it looks like Jackbit has now discontinued offering that particular live dealer vendor, which I forgot the name of, but it wasn't evolution, and the games were basically the same as any other live dealer blackjack offering)

Hello Angela Holmon,

Thank you for providing your username, we're going to get in touch with the casino representative and ask for further information. 

Hello Angela Holmon,

We heard back from the casino rep, please see their explanation below:

"The user - Angelaholmon, was playing on one of our Live Casino providers, PlayTech, which experienced a major technical issue from the evening of 07/05/24 to 08/05/24. According to the transaction logs, the user began playing Soirée Elite VIP Blackjack, and after switching to another game, Grand Blackjack, the system started crediting an unusual amount of continuous winnings from the first game to the user's balance.

The winnings credited due to this major bug equaled the amount the user reported as having been deducted from her balance after re-accessing their account. Due to this unexpected issue, the user's account was immediately blocked without any prior notice. Despite the account being frozen, the provider continued to automatically add winnings without any bets being placed, therefore, before we could address the provider's issue, we temporarily suspended the user's account.

Before re-enabling the account for user access, the entire amount was deducted from her balance.

After this incident, the PlayTech provider has been disabled in our Casino until the issue is fully resolved.

Also, please consider that, the user couldn’t possibly detect the issue while playing, since the whole thing was happening in the background. In such cases, the server logs and records have a priority in determining the outcome of any round. In case of a difference in the server logs and the information displayed on the user’s screen, the result logged on the game server will prevail."

Additionally, we found in their T&Cs:
 

“In the event of any dispute, you agree that the server logs and records shall act as the final authority in determining the outcome of any claim. You agree that in the unlikely event of a disagreement between the result on your screen and the game server, the result logged on the game server will prevail. You acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.”

If there was an error increasing my balance, which I never saw evidence of even when refreshing the page to check my balance, they should just deduct the error amount and not everything I won from my regular blackjack play, which was a considerable amount because I had a few good shoes betting like 2x3000 a hand.  It would help if they could provide us log of the hands played and mark which ones are an error.

Hello Angela Holmon,

We'll reach out to them again and refer them to your latest post. Keep you updated on this thread. 

Hello Angela Holmon,

We haven't received the response from the casino rep thus far so we sent a reminder now. As soon as they respond we'll notify you on this thread.

Hello Angela Holmon,

The casino rep got back to us and confirmed that they received the official proof from the provider about the technical issue that happened, they invite you to contact their support for any additional questions.

Unfortunately, there is nothing further we can do to help you as their decision is final. We must close your complaint.