Jackpot Village Casino - Player’s funds have disappeared from the account.

logged out of account after withdrawal of $5000 leaving cash balance of $45,035.85 , no bonus was used to acquire this amount. Upon trying to log back into account prompted that a time out had been placed so reached out to customer service (24/05/2022). Enquired why i have a time out placed on my account to which they stated i had placed it which i hadnt (did not want to get into argument over this as i have read feedback regarding chat closing accounts , chat rep stated i was on time out till 30/05/2022 , asked for confirmation that my funds would be safe and for confirmation on cash balance also for confirmation of next allowed withdrawal date as $5000 is the max withdrawal weekly (screen shots and chat transcripts added) i then emailed my VIP manager who stated that all given info was correct. Once time out had ended i logged back in to my account (31/05/2022) to find that i had a zero cash balance and a bonus of $1000 + which i never had before , the time out was placed, i checked account history which none was available , I then emailed my VIP agent who has told me i played the money on a book game (i have been locked out of my account and not played) he then went on to say that chat rep had given me incorrect information regarding my cash balance, he also gave times of when i supposedly had played my last funds etc , i have still not played a single game since time out has ended as i would like my funds issue resolved. Moving forward i have recontacted vip and told him that these times he has stipulated are not what is showing on the account history which is mysteriously available where i told him that these have now been manipulated twice as they keep changing. I have since not heard back but i have all chat history also verified cash balance as of the day after time out was placed. I feel like i am being just taken for a ride with no answers as to where my funds are. If there is an email i can send all correspondence to could you please let me send it there as alot of the documents have my address and full details etc on them.

Dear Ashlee,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please could you confirm that you haven’t provided access to your account to any 3rd party? Have you requested an authorization journal (logs showing from which IP addresses players accessing their accounts)? Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

Hi there, i have not provided access to any 3rd party. No i have not requested any logs, on my end they keep changing and also dont reflect the times and amounts that my vip manager gives me . Since i have mentioned that my account history/game play keeps changing i have had no response. All my winnings were accumulated without a bonus , no bonus from the start of game play. Thank you for getting back to me.

I have now been blocked from jackpot village casino . I will also be notifying the MGA with my complaint around being placed on time out , missing cash balance now reflecting zero ,an added bonus dollars and account history along with all screen shots. I have not added all of these to your system as i reached max allowed upload on your system. The highest amount i went up to in funds was $180k . This was accumulated using no bonus whatsoever, fully verified player since 2021. Last cash out and viewing of my balance was when i was at $50,035.85 i withdrew $5000 which left my closing cash balance at $45,035.85 (also verified by chat support & my vip manager-see screenshots) whilst locked out of my account. I realise your limited to as what your able to do for players when it comes to different online casinos and that its completely up to them whether they reply or not and that it will end in them having a negative against their casino name which is a great way to warn potential future players of the way the casino handles situations should they arise, but sadly for the player who is making the claim/complaint they are left out of pocket where the house always wins. All in all even with the casino stating how much funds i have available as showing on their system server they can still retract this and then claim you played it. Completely baffling!

Dear Ashlee,

If you wish to forward any supporting evidence, please do so at petronela.k@casino.guru. Thank you very much in advance.

Hi there, have you so far received the screenshots that i provided while uploading my complaint?

Yes, I have received the initially uploaded screenshots when you submitted this complaint. If you wish to forward anything else, you can use the provided email address. Thank you very much in advance.

Thank you, Ashlee, for the forwarded screenshots. Previously you stated that no bonus has been used but I see a bonus balance on the screenshots. Could you please elaborate? Additionally, have you saved any screenshots of your balance of $45K+?

No bonus was used, nor was any bonus activated. The bonus you see on screen shots are after i was able to get back into my account after the time out elapsed (30/05/2022) cash balance was now zero and there was now bonus funds . I have got multiple screen shots of funds well above $45k + will upload them now. I have also reached out to ecorga to take the matter further as i have not been in any breach of terms and conditions , activated any bonus, applied for any time out and my funds that are due to me are now gone.

Thank you, Ashlee, for your reply. Have you been able to receive your game history from the casino, please?

Hi, no i have not been able to receive that. They have just stated dates times and games to me via email. I have not been able to get any info on the complaint or information regarding my account . I am unable to log into my account and when messaging support chat they tell me that it has been forwarded to the correct department and that it is being looked into, i have asked how long this takes to which i was told there is no time frame.

Thank you very much, Ashlee, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello Ashlee.

I am sorry to hear about your troubles.

It is a very unpleasant situation, and the key to finding out what happened is your game and activity log.

Therefore, I would like to invite a casino representative into the case:

Could you please send me Ashlee's game log and activity log?

Thanks

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’.

i have also submitted my claim to eCorga .

Hello Ashlee.

If you have already submitted your complaint to eCogra (which is the regulator body for this casino). In that case, I will close your case here with status: waiting for the regulator's decision.

Please reopen the complaint once the regulator makes a final decision, and we will close your complaint accordingly to the regulator's decision.

Do you agree?

Thats fine thank you!

Thanks, I am closing the complaint.

Dear Ashlee,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Ashlee,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.