The player had deposited money in to his account, but the funds seemed to be lost. He later informed us that he had decided to go the legal route. We rejected the complaint because the player stopped responding to out messages and questions.
JackpotCity Casino IT - Player’s deposit has never been credited to his account.
Amount: €24
JackpotCity Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
the casino software crashed at the time of payment but I found that the money had been deducted from my bank account I sent everything they asked for assistance including a copy of the account statement and the number of the transaction but from 25 October still nothing even after many reminders tell me they are checking ... with exact time and transaction number I think it takes 1 minute ..
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2 years ago
Dear fabio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your deposit hasn't been credited to your player’s account?
Would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
thanks for your help ... all communications are the same in fact I think the answers are a ready link because they always read ... we have passed your problem to the finance department and we are waiting for an answer ... in the attachment sent to you too there is the answer from my bank with transaction number ... thanks
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2 years ago
Translation
in the complaint I have attached a response from my bank where it communicates the transaction number with the day and time ... to date the casino still does not recognize my deposit and yet the bank has informed me that the funds have been paid
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2 years ago
Translation
I enclose copies of the transaction .. e-mail assistance from my bank (hype card) .. thanks
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2 years ago
Thank you very much fabio for your reply. I will now transfer your complaint to my colleague Andrej 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.
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2 years ago
Dear Fabio,
From now on, I’ll be taking care of your complaint.
Have you been advised what information exactly would be considered sufficient proof in your case? Has there been any communication between you and the casino since November 5?
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2 years ago
Translation
thank you but I have decided to proceed legally with the help of my bank I cannot detect the reason but please tell other players to check carefully ..
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2 years ago
Thank you, Fabio, for your reply. Do I understand correctly that you no longer wish to pursue this matter with the help of our complaint resolution center? Please note that if that’s the case, I will have to reject your complaint.
Please let me know how would you like to proceed.
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