Jackpot.com Casino - Player is requesting a refund.

on the 22/12/22 I lost roughly £1300 on jackpot.com slots and casino. My issue is that I reached my daily deposit limit of £1000 following around 6 hours of gambling between 12pm-6pm. I then increased my limit to "no limit" on my account settings to which as per the websites safer gambling policy it should take 24 hours for the increase to activate after a cooling off period and speaking with a agent. However I was able to deposit more money within the next 30 minutes in which I lost £780. I believe I should be issued with a full refund as I shouldn’t have been able to deposit.

Dear Dhblah,

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 you set up deposit limits in your account or requested them from casino support? Have you tried communicating this issue with the casino directly?

If there’s any relevant communication, please forward it along with a screenshot of your deposit history to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Dhblah, for your email and forwarded screenshots. I have created an account and tried to set the deposit limits:

First I set €1,000 daily limit. A few minutes later I tried to increase it to €5,000 but a warning came that it will be changed only after the previous limit expires.

Could you please advise till when exactly the previous deposit limit should have been active? Have you saved any screenshots from your casino account, please?

Hi, I transferred 100 to my PayPal at 6pm, tried to deposit 50 to jackpot.com at 6.19 but it came up with a error message saying I could only deposit 15 to which I did, I then changed my limit but was able to deposit again at 19.53, I have no screenshots off changing the limit as I did not expect a issue to arise.

Dear Dhblah,

Please understand that we didn't receive any supporting evidence that you had set deposit limits. The only proof that your deposit wasn't successful is an "error" message. Have you tried communicating this issue with the casino directly, please?

Hi

i recieved this email off them the other day confirming that my deposit limit is automated to £1000, but if you compare to the screenshot of the PayPal transactions on the 22/12 you can see I was able to deposit a lot more than that, other then that I have no other evidence.

Dear Dhblah,

I have received several screenshots of multiple transactions. Unfortunately, I'm unable to connect them to a specific casino. Could you please forward a screenshot of your casino cashier history? That would be the easiest way to prove that you were able to deposit more than  £1,000 which was the automated daily deposit limit. Thank you very much in advance.

The casino has blocked my account, this happened as soon as I emailed them in regards to the issue so I have no access to my account cashier

Thank you very much, Dhblah, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your help much appreciated

Hi Dhblah,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

Hi

The casino has finally responded to a email, I’m unsure whether what they have said is correct as apparently a daily deposit limit for them is different to other companies. I will attatched screenshots of the email.

Thank you

Dear Greg,

I trust our email finds you well.

Please note that after analyzing your request Jackpot.com technical teams have duly confirmed that the activity conducted through your player account, more specifically your deposit limits, were functioning error free.

Accordingly, kindly note that our Customer Experience Team has sent you an email with further details, explaining the deposits limits set and the reasoning evidencing why your limits were not surpassed.

We hope that the matter will be now settled to our mutual satisfaction. Should you require any additional information our Customer Experience Team does remain at your entire disposal.

Thank you and best regards,

Jackpot.com Customer Experience Team

Dear Dhblah,

could you confirm the casino statement?

Dear Dhblah,

I can confirm, the settings of responsible gambling tools may differ by the casino. I always recommend you to double-check this with casino support. Is there anything else I can assist you with?

No that’s great thanks I really appreciate your help.

thanks again and take care

Dear Dhblah,

Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef