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