Hidden Jack Casino - Igrački račun je zatvoren, a dobici zadržani.

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:

• Provide a clear reason for the account closure.
• 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 you can mediate in this matter.

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Dear EwoudBoll88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What date did you notice your account was closed?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which verification documents you have already submitted and when before you lost access to the account?

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

Best regards

Petra

Dear Petra,

Thank you for your response and for reviewing my complaint.

Please find the requested details below:

My account was closed on 30-april-2026. This happened shortly after I experienced issues withdrawing my funds for about one week.

I mainly played live casino games, specifically online roulette.

Regarding verification:

I submitted my identification documents (ID and personal details) earlier during my account usage

My account was verified, as multiple withdrawals were successfully processed before (5 withdrawals, including amounts up to €3,900)

No additional verification requests were made before my account was suddenly closed

Additional important context:

At the time of closure, my account balance was €14,000

I had two pending withdrawals which were cancelled before my account was closed

I did not receive any warning or indication of a violation

The casino has refused to provide any specific reason or evidence for the closure

Given that my account had already been verified and withdrawals were previously approved, I find it highly concerning that my account was suddenly closed without explanation and my remaining balance withheld.

I am happy to provide any additional information or documentation if needed.

Thank you again for your assistance.

Kind regards,

Ewoud

Thank you for your reply and for providing the previous details, EwoudBoll88.

Could you also please provide:

• Any proof of your previous withdrawals and your verification status, if possible
• Whether you accumulated your winnings with or without an active bonus
• Whether there have been any changes to your personal information or gaming habits that might have affected your account status
• Whether you have received any specific communication from the casino regarding the closure of your account, and if so, what was mentioned

This can include screenshots, emails, or chat records. You can either post the screenshots directly in the thread or send all supporting documents to: petra.h@casino.guru

Thank you again for your cooperation.