JacksPay Casino - Player complains that she didn’t receive cashback bonus.

I did a withdrawal reversal and did not receive my bonus. I have not received cash back. I have attempted to contact support via chat and messaging multiple times/day for at least a week. I have not received any response.

Dear YoyoLolo8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

I have attempted to contact the casino multiple times via their chat and messaging services. I have redeemed several bonuses and the cash back is always credited automatically the day after a deposit. I have had zero contact from the casino for a week. I have tried to contact them multiple times every day. 

I was finally able to get an answer from customer service. I received my cashback, but when I asked about the missing bonus, they disappeared. So, I’m still owed my 500% bonus on my $25 withdrawal reversal.

I was finally able to get an answer from customer service. I received my cashback, but when I asked about the missing bonus, they disappeared. So, I’m still owed my 500% bonus on my $25 withdrawal reversal.

Thank you, YoyoLolo8, for the update. Could you please advise if you have redeemed any bonus in the past for a reversed withdrawal? It is highly unusual to have a promotional offer applied for reversed money. The standard procedure would be to place a brand new deposit and activate any bonus.

I haven't, but their bonuses are good for either deposited or reversed. Photo included for a similar bonus.

Thank you very much, YoyoLolo8, 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 YoyoLolo8,

I am sorry to hear about your troubles.

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

Please check what happened with the bonus that YoyoLolo8 should get.

I did claim the promotion-when I did the reversal. It was not credited. I claimed it AT THE TIME of the reversal. I was unable to get through to customer service for over a week. Until I placed this complaint.

this casino is beyond dishonest and such thieves!!!

Dear casino representative.

I checked our records, and so far, we tested your casino support three times, and the results were very poor.

The probability that YoyoLolo8 couldn't claim the bonus and later contact support looks pretty probable.

Could you please check your records?

Hey there, could you please provide us a time you came into live chat and attempted to reach us? did you try emailing us ?

We do not have 24 hour live chat support and you are located in Europe.

It seems that you guys have a hard time understanding a players complaint and responses from Casinos.

What does you guys coming into live chat and not reaching us at off hours have to do with the situation at hand.

Very unprofessional and unreasonable.

The player reversed her wins and she never claimed a bonus not because she couldnt get a hold of live chat, but because she refused to use a bonus. Then when she lost her balance, she then claimed the didn't get the bonus and blamed us for not being able to get a hold of us. We don't credit promotions after a balance has been used. The player is at fault here and the fact is being continued on is very confusing to us.

We can provide anything that needs to be shown to shown this is as per correct.

Best Regards

Jackspay Casino

I am in the US. I tried to reach you via live chat multiple times a day at all different times for several days. I emailed your help email multiple times as well. I never received a response. FINALLY, over a week later someone did respond but then quickly disconnected with me with no explanation after I requested my bonus. I did claim the bonus when I decided to reverse my withdrawal request. It was not credited so I immediately tried to contact help and sat waiting for over an hour with no response, no indication that help was not available. I can not believe how poor this casino's customer service is and not only will I not ever use you again I will continue to let anyone I can know how dishonest and truly unprofessional your casino is.

When I claimed the bonus I was eligible. It was in my available promotions. You are extremely unprofessional and I'm embarrassed for you.I can't believe you are arguing this for so long. You are ridiculous.

Hey there, we are just responding to the claim that we owe you a 500% bonus on a reversal you reversed and spent.

We are not here to argue, we are here to prove that what is being said is untrue. You are saying you are owed money when technically its bonus money from a promotion you were looking to claim.

I do not see this going anywhere GURU, so we will not be responding to this further.

We have shown above the player reversed their win on their own terms, didn't claim a promotion as the promotion she wanted to claim wasn't eligible to her and she spent her balance.

Then tried claiming she tried claiming it.

Best Regards

Jackspay Casino

Dear Jackspay Casino and YoyoLolo8,

I would like to simplify this case:

The bonus wasn't granted, but the YoyoLolo8 didn't lose any money and could make a withdrawal request again. 

The general rule for all casinos:

Each casino can decide not to give a bonus to the player for no reason, it's the decision of the casino, and the casino has a right to this decision.

Because of these two facts, we believe that the complaint is unjustified.

I am sorry, YoyoLolo8, the bonus isn't your right. It is goodwill from a casino. 

You didn't lose anything. Therefore we cannot penalize the casino.

Despite that, we understand how YoyoLolo8 feels. I can publish here a record of our support tests. We did in the past few days, too, and I believe the support quality is bad even when considering the casino representative's reasons.

Hey there, Guru, i have tried emailing you guys for the past few days and have had no responses, does that mean your support team is bad or the quality is bad.

Your 2.8 star rating out of 10 and others having the same communication issues.

We have responded to every inquiry here in a professional and timely matter. Sometimes emails get lost or live chat is tied up if we are busy with other players. But we are not slow or bad with our live chat support.

We apologize for the inconvenience

Best Regards

Jackspay Casino

Dear YoyoLolo8,

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.

Dear YoyoLolo8, because of the reasons I already wrote above, we are rejecting this complaint.

Dear Jackspay Casino representative, I don't know which email address you used to contact us; however, we do not need to answer immediately because of the type of service we provide. However, I am sure if you write to us in the correct email, you will get your answer in a short time. I can ask our testers to try your casino's support again. That's not a problem for us. Hopefully, the results will be better.