The player from the United Kingdom had won £185.11 during a game. However, the casino had logged the player out for safer gambling protocols and when the player had logged back in, the winnings had not been added to the balance. Despite having contacted customer support, the issue had remained unresolved. The player had been unable to provide any supporting evidence of the winnings, such as screenshots or videos. We had asked the player to provide such evidence, but he could not. As a result, we were not in a position to confront the casino and the complaint had been rejected due to a lack of evidence.
Jackpot.com Casino UK - Player's winnings have not been credited to the account.
Amount: £185
Jackpot.com Casino UK
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
11 months ago
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11 months ago
Hi I have limited information
but on the 24th November at 04.55 time I was playing big bass bonanza megaways on 80p steak and I got the bonus half way through I triggered x2 10 spins the site logged me out
this was due to playing in the early hours and a safer gambling block (I hate this feature ) the site restricts gambling through night
on 24 th in the afternoon 13.20-13.30 I logged back into the account and opened the game
it stated on screen bonus complete you won £185.11 it had already pleated the bonus out for me
the balance was 5.75 when logged in I spun the game once to refresh the balance however the winnings never went on too my balance
I contacted jackpot uk and they educated it to there tech team the same day
I still have no heard anything from them no repsonse to emails and live chat today 28/11 stated that they have emailed again
i understand issues occur but this is not acceptable it takes minutes to check the session I’d game logs on ther esystem and with the game provider and to manually credit the winnings
also there terms state they will credit winnings immediately section 13
they are in breach of this I just want my winnings credited to my account
it’s ruined my experience and game play
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11 months ago
Dear xconnor2022x,
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 screenshots or videos, possibly your game history with the exact time of the incident to veronika.l@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence regarding the winnings, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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11 months ago
Hi Veronika unfortunately I do not have any photos or videos as at the time I wasn’t expecting this issue to occur so I do not screen shot or video record every spin
the only way to obtain this would be through a subject access request form the casino or game provider but I need the casino to respond with the game session id
I was hoping really that casino guru could liaise with the operator and ask them to send u the information
there activity logs are vague and so not show stakes ect and each spin return and are not the best I have sent what I can to your email
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11 months ago
Thank you for your emails. Unfortunately, from the screenshots you sent me, there is no clear record of any wins. If the casino investigates the case for too long, you may turn directly to the game provider with the exact date and time of the incident. I'm sorry but as I mentioned before, without any supporting evidence, we are in no position to confront the casino.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
