AvoCasino - Player’s withdrawal is delayed due to payment provider issue.

Hi,

First of all, this complaint is directed against Avocasino and the payment provider Jeton. I would like to emphasize that I am generally satisfied with the casino's services. The site runs smoothly, the game selection is extensive, and payments have always been processed without major issues.

On 24.06 I requested a withdrawal of €500 to the IBAN associated with my Jeton account. While the withdrawal was being processed, Jeton removed the IBAN from my account without prior notice. In my casino account's transaction history, the payment appears as completed but the funds were not transferred to my Jeton account.

I reported this issue to both Jeton and Avocasino on June 30th. Since then, I have sent numerous emails, mainly to Avocasino, but also to Jeton. I have also had numerous conversations via live chat during that time, mainly with Avocasino representatives.

Jeton is responsible for this entire situation because they removed the IBAN from my account without informing me beforehand; meanwhile, Avocasino has complicated the resolution process by failing to reply to my requests and inquiries for weeks. In the end, casino stated that they are unable to provide the proof of this payment from their payment provider's system - a document required by Jeton platform, which claims that they cannot take any action without it.

After weeks of endless e-mails and conversations, where one party have been referring me to the other, I have reached a point where I can no longer do anything on my own. The main goal of this complaint is to expedite the process of locating this payment.

Please provide an e-mail address where I can send all screenshots documenting my entire e-mail correspondence (it also contains transcripts of chats) with the casino and the payment provider are attached to this complaint.

I would be very grateful for a help.

Regards,

[Redacted]

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Hello,

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.

• Have the funds been returned to your casino account, or are they completely missing?
• Have you received any explanation from Jeton regarding the removal of your IBAN?
• Could you please provide your bank statement for the relevant period, indicating that the withdrawal has not been received? You can send it to me via email at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi,

First of all, thank you for your effort as always.

• No, the money hasn't returned to my casino account.
• Yes, it happened because my Jeton account has been migrated. According to the e-mail which Jeton sent me it should happened on 5 July 2026 but they have done it earlier without prior notice. You will find all details about it in my e-mail correspondence (it also contains transcripts of chats) with the casino and the payment provider which I have just sent to your e-mail address.
• I have just sent it with mentioned e-mail correspondence

Best regards

Dear Mixer, Dear Casinoguru team,

We would like to clarify the situation regarding this complaint immediately. Please note that user was multiple time informed that though payment provider do not have technical possibility to provide proof of payment in PDF format however we provided full information including ID of transaction which is completely enough to track the payment. From our side payment was successful, funds were sent to user's IBAN and they never returned to us. Unfortunately we cannot influent Jeton processes including the issue with user's IBAN change - we processed the payment to the bank details that user used during the withdrawal request.

Dear AvoCasino Team,

Thank you for the clarification.

Dear Player,

Could you please confirm whether you have provided Jeton with the transaction ID and other payment details supplied by the casino? If so, has Jeton confirmed whether they are able to locate the payment based on this information?

Thank you in advance for your cooperation.

Best regards,

Attila

Hello Attila and Avocasino representative.

Attila, on 18.08 I sent you all informations via e-mail including that what you have just been asked me for but I will paste you below parts of my chats with Tanner (Jeton representative) regarding this matter once again. You have screenshots of all those conversations and much more in your email.

All the transaction ID and other payment details supplied by the casino have been provided many times to Jeton during last 2 months. As I have informed you before Jeton can't located the payment based on this information.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested. Thank you for your understanding.

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, Michal (michal.k@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,

Attila

Hello Mixer,

My name is Michal, and I have taken over your complaint. Having reviewed the case, I recognise that this is a very unfortunate situation and understand why you are exploring every available avenue to resolve it.

However, the central issue concerns a transaction between two financial service providers and therefore falls outside our remit as an independent mediator of online casino disputes. Such matters should generally be referred to the relevant authorities or dispute-resolution bodies responsible for supervising the financial institutions involved.

I agree with your observation that the primary part of this unfortunate situation was caused by Jeton when they removed the IBAN.

I will nevertheless continue discussing with the casino and explore what relevant information or supporting evidence it may be able to provide that could potentially help. However, I kindly ask you to maintain realistic expectations regarding our ability to influence the outcome of a dispute of this nature.

There is no Jeton representative registered on our platform. In fact, Casino Guru has never hosted representatives of financial institutions, nor do we expect this to change, as disputes involving payment providers fall entirely outside the scope of our complaint-resolution service.

Casino Guru handles complaints concerning online casinos only. We cannot investigate, mediate, or otherwise assist with disputes involving Jeton or any other financial institution.

I trust you understand the limitations of our role in this matter.

Dear AvoCasino Team,

Thank you for your participation so far.

I acknowledge that your payment provider has marked the transaction as successful and supplied its transaction ID. However, these details do not yet allow us to establish conclusively whether the funds were ultimately reached the player’s account, as the meaning of a "successful" status may vary between payment systems.

To potentially help clarify the matter, I would appreciate your cooperation, together with that of your payment provider, in obtaining any further information that may be available, such as:

• a merchant-portal record or API confirmation showing the transaction’s final status;
• confirmation that the funds were deducted from your merchant balance and were not subsequently rejected, reversed or returned;
• the relevant payout or reconciliation record;
• any external payment reference that may assist the receiving institution in locating the transaction;
• clarification from the provider regarding precisely what the "successful" status signifies.

If no additional payment confirmation can be issued, would your provider kindly initiate a formal trace to establish where the funds were ultimately delivered? Any confirmation of the payment route, intermediary institutions involved and destination details would be valuable in determining what occurred.

I appreciate that obtaining this information may require further coordination with your payment provider. Nevertheless, your assistance would be greatly appreciated and may help both parties clarify the transaction and move the complaint towards an appropriate resolution.

Thank you in advance for your continued cooperation.