Jackpot Charm Casino - Player's winnings disappeared.

I deposited €100 and was given 75 free spins. I won about €17 with the free spins. I then played the slots within all the rules set by the casino for bonuses. I reached the 100% bonus competition and had around €350 in my account. I had a sports bet unsettled so once I reached the 100% all my winnings (€350) were taken from my account so was down to zero. I won my sports bet of €17 so was then expecting the 350 plus the 17 to be added to my account. I received the 17 but nothing more. I have been on the live chat 6 times requesting my money to which I get the same reply. "It is under investigation" it has now been 6 days and I am still under investigation.

Please help.

Hello Bellthree,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Unfortunately they do not send a transcript for the chats.

I have all the transcripts can I send an email to you?

I have now been given €18 into my account. No idea why, this is getting beyond a joke. I am owed 350 and they give me 18 with no information.

They are now telling me that the investigation is concluded and I have 18 euro in my account when I should have 368 in there they are clearly fraudulent and should be shut down

Thank you very much Bellthree for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi my complaint was submitted on the 28th Dec and I have not had an update and the casino is still refusing to give me my money.

Dear Bellthree,

I apologize for the delayed response. I read through this thread and I understand the situation. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Jackpot Charm Casino to join this conversation.

Dear casino team,

Can you please state the reason why Bellthree’s bonus winnings seem to have been removed from his gaming account and why only €18 were refunded?

We would like to ask Jackpot Charm Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Dear Bellthree,

Please be informed that we managed to get in touch with the casino team. They claim that your bonus balance at the time you completed the wagering requirement was €18.07. We are currently waiting for the casino team to provide additional information.

In the meantime, could you please advise if you have access to your bonus history/the relevant betting history that would prove that your balance at the time you completed the wagering requirement was in fact €350? If so, please forward the information to andrej.p@casino.guru (or you can post it here).

Dear Bellthree,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Bellthree has stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.