Jackpot Wheel Casino - Player’s bonus winnings have been voided.

When I signed up at this casino I was supposed to get 50 free spins. The free spins weren’t on the game Chakra like it was supposed to be. Contacted live chat told them about it and the cs rep said that he says he sees the 50 free spins loaded. Well it went back and forth and I was like no they are not on the game I assure you. Then we found out he put them on JambaBet account, which before I go further (I didn’t know anything about a sister site)and I had opened a JumbaBet account Earlier in the week but the 50 free spins I never had that promo on there. So I told the rep I’m on Jackpot Wheel and he said oh that’s why and he said well I got you 50 freespins on there and he put 50 freespins on Jackpot Wheel. I told him I don’t want the free spins on Jumba Bet and I think there were free spins I used but it wasn’t this promo. So I asked him specifically about all this and he said max cashout is a $100 and it was the same for a minimum cashout. So at this point shouldn’t he have said oh this is our sister site and said I can’t give you these free spins or nothing and I made this clear with them. He assured me I’m good so I was told I had 50 or 60x times the $24.83 I turned that into 15 or $1600 something and I cleared the bonus. So I cashed out and now they want to start playing damn games. It’s places like these that should boycotted. I specially asked these questions and told this CS REP to take that bonus off JumbaBet. The CS REP assured me I was good and it’s probably because they never expected me to clear that bonus. Once they knew I had a JumbaBet account and just seen that I had an account there with a promo and he tried to put a promo on top of that. I told him I didn’t want the promo Because I didn’t want it to mess up anything. So I contact the the CS REP on livechat and all the excuses started coming left and right. I literally told them I want all the chat logs of me and livechat reps at the very start of all this. They just avoid questions with question or you’ll request things and then they’ll come up with responses that has nothing to do with the situation. I literally told them and I have screenshots ( of me asking them for them for the chat logs and I have screen shots showing I completed the rollover requirements) and I have screen shots of my last chat log I had with them that I’m reporting them to CasinoGuru, and you will clearly see not only do I mention reporting them to you but you will clearly see me ask for the chat logs from the other day with live chat and not only do they avoid the question but then one time they said I don’t have access to that and we’re not able to get them basically. I am so sick of these deceiving casinos Pulling tricks hoping that I would lose just so that way I would make a purchase but they didn’t expect me on clearing the bonuses. So again I’m asking for the chat logs from the beginning because all this was being said at the very beginning of this and it shows me telling the live chat CS To take the bonus away from the other site that they put it on and it also shows that I was good all the questions were asked he told me I was good and told me what the minimum and maximum cash hours were. And on the last live chat with customer service basically was saying well I don’t know why he did this or that but it’s not just him it was multiple reps. I’m telling you I have all kinds a screenshot of the last chat log and you will see them clearly dodge the question about giving me those older chat logs because it proves what I’m saying To be true and it also proves that they knew. If they thought I had another account somewhere with a promo and add 50 free spins to it and then add 5O spins on to the one that I’m on Just goes to show right there that they knew better. They just didn’t expect me to clear the bonus and if they have nothing to hide why would they not send me the chat logs from with this very first began. Look I also told them that if CASINOGURU says that I am wrong then I’ll let the whole thing go but I need access to the order chat logs and they refuse to even acknowledge it. Only one time did she make a quick comment about they’re not able to do that when we all know that’s a lie. Anybody with more than two brain cells going in the same direction knows that’s a lie and they are nothing but liars but it backfired because I have the last chat log screenshots caught them in multiple lies And they are clearly not wanting you to see the chat logs. And I was like go ahead End the chat as I was commenting about letting CASINOGURU see that you avoided everything that I said because they’re guilty. I have screenshots like I said of completing the bonus and the last of the chat logs. I appreciate your help and I am willing to settle with whatever you come out with whether it is good or bad.

Dear Joseph,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

"BONUS TERMS & CONDITIONS - GENERAL

...

8.4.1 No Player may redeem two non-deposit bonuses (free money, free spins, etc.) consecutively at any of the casinos that fall under the Genesys Technology N.V. group. I.e. a Player must make at least a $25 deposit in-between claiming any non-deposit offers (free money, free spins, etc.). If a deposit is not made between non-deposit offers, any subsequent winnings will be null and void."

Do I understand correctly that this was your very first Registration free bonus in this casino? Ideally, forward your bonus history to petronela.k@casino.guru? Have you used the other offer of 50 FS in the sister casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela              

Again your avoiding the issue. I contacted livechat and he could have said hey you have an account with JumbaBet which I didn’t even know was a sister site. He manually put in the bonus on the wrong site and I told him I’m on Jackpot Wheel after all the back and forth and he still tried to keep it in the JumbaBet site and the Jackpot Wheel and I specifically told him not to put it on JumbaBet. We’re not going to play games here and with knowing all that he still said I have my spins and after play through I can cashout minimum $100 max $100. And after the issue of taking $24 to like $1600 something, a little more or a little less, but either way completed it. And after the problems started one of like 4 or 5 live reps completely was talking about I can give you this or that and saying things that had ABSOLUTELY NOTHING to do with what I wAs talking about at all. I don’t know if she’s high or what. Like it wasn’t even close. I HAVE REQUIRED ALL THE LIVECHST TRANSCRIPTS AND YOU STILL AVOID SENDING THEM HERE FOR REVIEW AND ONE OF THE LIVECHAT TEPS SAYING ONLY ONCE OUT OF BEING ASKED A 100 TIMES THAT THEY DON’T HAVE MY CHAT LOGS WITH LIVECHAT AND KEPT AVOIDING THAT QUESTION EVERYTIME. See what your avoiding that the chat logs show is that your customer service rep put the bonus in manually and also shows he put it also on JUMBABET and CLEARLY SHOWS I asked him to take that bonus off there because I’m on Jackpot Wheel and also shows he still wanted to keep it on JUMBABET even after I told him to take it off and he still kept it on Jackpot Wheel casino and still manually put it in and gave me my freespins and told me I could cashout a $100 min and max. SO LETS TRY THIS AGAIN. I am requesting all live chat logs be sent and presented to CASINOGURU to be able to see what happened as this proves my point and they will also see them avoiding this specific question over and over and over and OVER. I’m done playing games and your reps lied, wasted my time, told lies, it’s because they didn’t think I’d clear that bonus but I did. I went to live chat for help and I was going off what they told me and that’s why your avoiding sending the chat logs from the very beginning. I want all the chat logs over this particular issue and there’s quite a bit from beginning of this issue to the end. This isn’t my fault this is, YOUR SO CALLED KNOWLEDGEABLE LIVECHAT REPS WHO ARE HERE TO HELP’S FAULT. AND HIM EVEN KNOWING THAT I HAD A JUMBABET ACCOUNT TO BEGIN WITH WHY WOULDNT HE SAY RIGHT THERE IM SORRY SIR, YOU HAVE AN ACCOUNT WITH JUMBABET AND TRY TO PUT MY BONUS THERE AFTER THE FACT AND JACKPOT WHEEL. See I did the damn near impossible on clearing the bonus and now there’s problems. What makes this different than any other complaint out there is that I went to livechat reps for help and I did what they told me and told him (NOT) to put that on JumbaBet and to ( TAKE IT OFF) !!!! That’s what the chat logs prove. No more games I want all chat logs for the millionth time so they can see this isn’t my fault it’s live chats fault ( PERIOD ), and that’s why you are avoiding sending the chat logs. And I even specifically say in the chat logs so that way when casino guru looks at them they clearly see that I mention their name in that I’m going to report them and so they better send my child logs. I want to transcript from beginning to end up all the conversations with light chat over this matter. And if CasinoGuru still sides with you, even though this isn’t my fault, I was doing what I was instructed to do after HE put the bonus in on both sites, then I’ll let it go. And I’m still going to donate that $100 here because holding you accountable is all it’s about now. SEND THE CHAT LOGS HERE ASAP PLEASE, so they can TRULY see what went down and not just hearsay!!

I’m sure you understand, Joseph, that I don’t work for Jackpot Wheel Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

Do I understand correctly that this was your very first Registration free bonus in this casino? Ideally, forward your bonus history to petronela.k@casino.guru? Have you used the other offer of 50 FS in the sister casino?

Oh by the way for me reporting them, they have now closed my account permanently. You know this is the second casino I had to report here almost at the same time. I have never even made a complaint on any casino but this place and another one I reported or shady practices. No I never had the 50 freespins on the sister site and I told the livechat rep to take that off. This is why you see in the screenshots they refuse to send the livechat transcripts because they know it proves I’m telling the truth and it was their rep that gave me the 50 free spins. I never just claimed the bonus and it went through. No no no, it was their rep that put it through. It was their rep that new I had a JumbaBet account and he made the mistake and he put it on the right site that I was on which was Jackpot Wheel Casino. So it was him knowing I had an account there because I didn’t know about a sister site but nonetheless have me 50 freespins to use and told me that I can cashout minimum $100 and maximum a $100. So I magically cleared the bonus and have sent you ( Casino Guru ) the screenshot proof I cleared the bonus $24 and some change to whatever the rollover was I don’t remember off hand but sent you the screenshots proving I did. They ABSOLUTELY REFUSE AND DODGE ALL QUESTIONS ABOUT SENDING ME LIVECHAT LOGS/ TRANSCRIPTS. And do you know why, I DO!! It’s because it proves that I did whatever their LIVECHAT REP TOLD ME TO DO. I just went there for help and did what they told me. And not only will they not even answer my request for the chat logs which I had told them I will send them to CasinoGuru and now they permanently closed my account and continue to dodge the question about me requesting the chat logs with livechat FROM THE VERY BEGINNING OF THE MESS!! And we all know why someone would do that and it’s because they are guilty. CasinoGuru you have my full permission to request those transcripts from the very beginning of this mess from livechat. Rollover cleared and amount owed $100. Again, I went to livechat and did what they said and that’s why they have been dodging the question about sending me the chat logs from livechat. Again, amount owed $100.

Have you been informed why your account got blocked, please?

It wasn’t blocked at first but when I told them I was wanting my live chat logs to give to guru they blocked my account. Because when I first reported them I wasn’t blocked I could still get back onto the site but because I keep telling them that I want to chat log because it proves that The livechat person is the one who put the bonus on on both sites and it shows me telling him to take it off the other one that’s was all they’re doing not mine and that’s what that proves and they also know I cleared the bonus which they never expected but they know that I’m gonna keep reporting them so they blocked me. You and I both know that they have those chat logs and if they can’t send you them for my side of the issue and still $100 from me then they should also be banned or have a low trustworthy rate. This is literally two casinos in one week I had to report over the dumbest stuff even when all the proof is on my side absolutely positively without a shadow of a doubt do not want you to see those chat logs. Go ahead and request those chat logs watch what happens. They knew it wasn’t giving up so they blocked my account. I didn’t cuss at them or anything and watch what they tell you if you ask them to send you the LIVECHAT LOGS/TRANSCRIPTS, I won hundred percent guarantee you they will give you the runaround and avoid that question all the way around. They owe me $100 and I got banned because I reported them to casino guru and I haven’t given in or given up, it’s amazing to in one week to be done so dirty I’ve never even had to make a report about any of these things ever. But I will not let them get away with it I will bless them all over the Internet and give them a low score everywhere I go. And just the fact that they won’t send you the proof should be enough for you to keep them into a non-resolution and you tell them there’s no way we can resolute this until you send us the live chat logs so we can see his side of the story. I guarantee you, guarantee it , they were avoid that question at all cost. I’m right theyre Wrong and they know it and that’s all there is to it. Because if you were doing with an honest place they wouldn’t try to hide things from you and block your account so you can’t get access to things. I’m so sick of these dirty online slaves ripping people off no one of the government steps in and shut these people now it makes it illegal.

Thank you very much, Joseph, 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 Joseph.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Could you please explain to us what happened and why?

I’ve already explained it literally multiple times!! Either look the emails that was sent and since I told them I’m reporting to Guru they deactivated my account and you have to check the emails or a screenshot I sent you guys. I’ve asked them a 100 times to send me the chat logs and they ignore that because it proves their livechat employee is the one who gave me the bonus even after he found out I also had a jumba bet account and I cleared the bonus and so I’m owed a $100 and now they’re coming up with any excuse in the book to not send those live chat logs/transfers and to make sure that I can’t get them they closed my account after reporting here. A bunch of scum and they don’t own up to their own responsibilities and their own doings. If they’re not wanting to pay out then maybe they shouldn’t offer offers especially after I go to livechat for help and he’s the one to put the bonus in for me and that’s why they don’t want you to have a live chat logs and try to say we don’t have those, bullshit and anybody with more than one brain cell in our head and it was that they store those transcripts. You see people lie for one reason,because they’re guilty!!!!!!!!!!!

I am sorry, Joseph, you misunderstood me.

Could you please explain to us what happened and why? is the question for the casino representative.

I didn’t misunderstand you and I already explained this in the emails over and over and over because they don’t want to realease the livechat logs/transcripts showing their representative knew I had a jumba account, showing even after that he put the bonus on Jackpot Wheel, and him saying once I complete the play through I can cashout minimum 100 and maximum 100 and that’s why they lie and say they don’t have the logs and anyone with 2 damn brain cells going in the same direction knows that’s a lie. I went there for help and did what they said and I cleared the play through and I sent all that in the emails, NOTE: AGAIN, GO READ THE EMAILS I SENT, and then since I cleared it now they want to back track. They owe me a $100 and their avoiding sending the transcripts of me talking to livechat and that’s why I sent everything email and once they realized I reported them here AT CASINOGURU, they banned my account. They didn’t at first, but when they realized I wasn’t giving up they banned it. Request my transcripts from me talking to live chat and see what they tell you. We’ve been over this a million times now they owe me a $100 and one of the emails shows a screenshot of me completing it. This is their livechat reps fault not mine!!! Amount owed $100, FACTS!!!!!!!

We would like to ask the Jackpot Wheel 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’.

Rightfully so, appreciate it!!

Since we haven't received any response from the casino regarding the issue, we are forced to close the complaint as 'unresolved'.

I am sorry, Joseph, that we couldn't help you. I hope the casino will reopen the case in the future. Meanwhile, your complaint will be published as a warning for other players. Your complaint also impacts the casino rating on our website.

The casino can reopen this complaint anytime.

If you would like to, I can help you to submit the complaint to the casino regulator (Curacao)

The casino can't ignore the regulator.

Let me know if you would like to proceed.

Absolutely report it to the regulator because someone has to hold their feet to the fire. You know why they don’t respond, because I did nothing but supply the truth through screenshots and emails. Shady, Shady, site!! They got checkmated!!

Dear Joseph.

Please write an email to: complaints@gaminglicences.com

This email should contain:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name (to mention its license number would be even better)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Add a link to this complaint + email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Please let me know when you send the email.

I am a little confused I thought that you guys said that you were gonna do it if I wanted you to but that’s me typing everything all over again that I had already given you. I don’t even care about the money anymore let’s just make it that it was unresolved. Let people read that so they know to stay away from her because the truth is even If I was able to get the money that’s not gonna change the fact that they’re going to do it again to someone else. How many times you think they done this to somebody and all the information that I have giving you I thought was the reason why you were asking me if I wanted with my permission to let you guys send it to them and I gave you guys pull permission because all the evidence I have is everything that I gave you!!

I understand your frustration, Joseph.

Unfortunately, only you can submit a complaint to the regulator. I know that the amount of money you lost is not so high. However, while the casino can ignore your direct complaint or us, they can't ignore the regulator.

But to be honest, the Curacao regulator is not good regarding the complaints, and you would probably wait a month(s) until you get a response. So I fully understand that you don't want to continue.

Because of all written above, I am closing this complaint as unresolved.