Jackbit Casino - Player has experienced technical glitches.

Jackbit Casino is not administering their Gameart European Roulette game in line with the rules set forth within the game. I have experienced close to a dozen instances of the game malfunctioning and producing an error code, following my placement of my bet and pressing spin. No spin occurs and a black error code screen appears. When player restarts the game, the placed bet amount is not refunded, making it seem as if the player lost the round that produced the error code.

On multiple occasions, I have written in to Jackbit support and they simply reply that following their investigation, the game is operating properly. The rules of Gameart European Roulette clearly state that "malfunctions of any kind voids all pays and plays." Clearly if the game round produces an error or malfunction and their is no spin or winning result, the player's bet must be refunded. However, JackBit has not been honoring its rules and therefore is operating in an unfair manner.

Dear peytontaylor1906,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as videos or your game history with the exact time of the incident along with any relevant communication to petronela.k@casino.guru? Have you stopped playing right after the incident?

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Player's additional comments:

Hi. This was computerized/automated roulette. Like most people I dont record my roulette sessions. What I do have are screenshots of the game rules stating that game malfunctions voids all plays and pays. I have screenshots of the error screen that I received on numerous occassions. I also have chat transcripts and copies of messages I sent to the casino when this happened. I am accumulating these items and will forward to you. Do you think anything else will be helpful. 

Also I have let the casino know as of today that they need to expedite their current review of my current request for refund because I am considering filing a complaint. 

Thank you. 

Hello dear peytontaylor1906,

The transactions were sent to the provider for the check. Thank you for your patience

As a result, the provider received the error for the amount of 0.0049 BTC transaction

The transaction is refunded and for the inconvenience, the casino gave you a 20 USD equal cash bonus on your BTC wallet

We are sorry for the inconvenience and we hope that you will enjoy the Jackbit casino experience in future

Regards,

Please review all recent correspondence and account notes. I have submitted error codes and proof for at least losses of $220 USD over the last 3 weeks. This $220 USD is only the recent instances of malfunctions for which I requested refunds. I’m not even taking into account the older instances where I wrote to your support and submitted error/malfunction screenshots and the casino responded that the "investigation" revealed there was no error. 

Provided the most recent $220 USD in losses is refunded, I will consider the matter resolved. Jackbit is a good casino with good support for most part but when a player promptly submits proof of error codes/malfunctions and request refund, it would be good to prioritize such concerns and resolve them in accordance with casino and game policy which states that "malfunctions voids all plays and pays."

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, peytontaylor1906, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

We’ve reopened this complaint as per the player’s request. 

Player's additional comments:

Hi: 

JackBit casino properly refunded me $150 for the malfunction I reported on June 2. However, the error code in question was happening quite a bit until it was apparently fixed recently. Jackbit has largely ignored a similar reported of malfunction I submitted to them on May 24 for $85.80 lost. I submitted via live chat the times, amount of bets, and error screens. They claimed to have investigated the claim and found no error despite the fact that I submitted a time-stamped error screen. 

Jackbit Casino is still owing me $85.80. That is why my claim is for $220 total. JackBit has asked me to close my complaint following the $150 they gave and I have advised them I will not close the complaint until the May 24 malfunction is properly resolved. For the past 3 days they have ignored my emails and not responded. This is at a casino that I have deposited probably $15,000+ in less than a month I signed up. 

Very odd that you closed my complaint as resolved when casino did not refund the full anount from the malfunctions and I specifically requested for you not to close the complaint. Is there something else at play behind you closing the complaint?  

Date: June 11, 2023

Time: 18:56:12 

Details: Placed $23 USD bet. Hit spin button. No spin. No result. Error Screen. When I logged back in, bet not refunded. 

I have also reported this occurence to support in live chat. 

Please refund my $23 and also advise of the $85.80 owed from May 23 for the same error. 

Dear peytontaylor1906,

I do apologize for the misunderstanding in closing your complaint. Since the casino addressed some of your concerns I assumed the issue is resolved. Could you please advise how much exactly is still missing from the money that should be refunded?

Thank you for reopening the complaint. The original complaint was for $220. Jackbit Casino acknowledged the malfunction and deposited $150 to my balance. That amount does not cover my May 23 report to them for a loss of $85.80.

Jackbit Casino is still owing $70 + $23 which was lost today (6/11/23) and reported with screenshots. The total refund due to me is an additional $93.

Hello dear, @peytontaylor1906

We have refunded your missed transactions in total: 0.0098 BTC (Approximately 255 USD), from this transaction Jackbit Casino also granted you a bonus for the inconvenience

We also want to address that, please let our support check the transaction fully until you gave the casino a public complaint

We will also address the provider to check current errors on the game you are playing

We hope everything is clear for now, and for any other issues our support is here to assist you 24/7

You can contact them by email - support@jackbit.com or by Live Chat

Regards,

Happy to report that JackBit Casino has fully resolved the issue and refunded the amounts lost because of game malfunctions.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, peytontaylor1906, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru