HomeComplaintsJackpotCity Casino IT - Player’s deposit has never been credited to his account.

JackpotCity Casino IT - Player’s deposit has never been credited to his account.

Amount: €24

JackpotCity Casino IT
Safety Index:High
Submitted: 11 Nov 2021 | Case closed : 30 Nov 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

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.

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3 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 ..

Automatic translation:
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3 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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3 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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3 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

Automatic translation:
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3 years ago
Translation

I enclose copies of the transaction .. e-mail assistance from my bank (hype card) .. thanks


file


file file

Automatic translation:
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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 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.

Edited by a Casino Guru admin
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3 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?

Edited by a Casino Guru admin
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3 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 ..

Automatic translation:
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3 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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2 years ago

Dear Fabio,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the set time frame, I will have to reject your complaint.

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2 years ago

Dear all,

Unfortunately, we’re forced to reject this case because Fabio stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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