JW8 Casino - Player faces delayed support for deposit issue.

Hello, I contacted the customer care as soon as I had the problem. However, the customer care representative said the transaction failed and will be returned after 1 business day. So, I contacted the bank as soon as I could to check if the transaction had any disputes. After informing the bank that I needed to wait 24 hours, they would need to put my transaction on dispute request if there was any failure. So then after 24 hours they contacted me and said my transaction was successful and told me ask the receiver. After that, I tried to contact the JW8 Customer Care, but they didn't respond to my messages, calls, or anything. I have been trying since Sunday, but have received no valid response. They just stall me, ask me every time what my problem is, even knowing what I had to say, but after I give them proof of a valid transaction, they just ignore my request. They just see the messages, but no reply, just nothing. I also tried to contact them from another account and enlighten them about the problem I am facing, but they also ignored the request and just said we would check after I provided them with the transaction statement, email, bank messages, and account notification. So, I really had a very bad experience with customer service. I am very much frustrated with this platform. How can one trust this kind of platform with very unprofessional staff and support system? 

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Delusional369,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru