JackTop Casino - Player is waiting for a refund after a security issue.

This casino had a security failure and I lost 3300€.

We agreed that they would return the total amount of my deposits, 460€.

They sent an email asking for the confirmation of an IBAN that isn't mine, as shown in the attached screenshot, I provided my IBAN and they NEVER responded or transferred the money to me.

Dear Dezanove19,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Why should you receive a refund?

I will be waiting for your reply patiently.

Best regards,

Kristina

There was some failure on the website and my balance disappeared twice.

€1777 disappeared and then another €1450.

The Casino always denied it, but they offered to return the value of my Deposits to me.

I accepted and sent the IBAN, but they never responded.

I send their proposal as an attachment.

Where can I forward their proposal?

Thank you very much for your reply, Dezanove19. Could you please provide more information regarding the disappeared winnings? Was it some technical glitch? Do you have any evidence that these winnings were once in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They don't know how to answer!

In fact, they don't even say anything.

I have printscreens. I will send it to your email.

Could you please clarify if you currently have any active balance in your casino account? If yes, how much?

After filing the complaint here, they blocked my account, I can't log in.

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I can't see it because they blocked my account. They made an offer of €400 and did not respond further and blocked the account.

I must have a balance, but I don't know how much

Could you please forward this communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Sent

Before we proceed, could you please provide more information regarding the security breach? Did someone hack your casino account and withdraw your winnings?

I don't know. I only know that twice, the money disappeared.

Let's be realistic. If it weren't for a failure, the Casino wouldn't offer to return the money...

Thank you very much, Dezanove19, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Dezanove19,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear JackTop Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Where did the incorrect IBAN come from? Can you help us resolve the refund issue?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello there, 

It's very sorry to hear of this unpleasant situation about the experience of playing at our casino. 

We have sent an email to branislav.b@casino.guru with the necessary details to clarify the issue. Branislav, could you please check your e-mail?

We are also willing to assist further to resolve this case as quickly as possible.

Thanks for your interest in this complaint.

Best regards,

JackTop Casino

To resolve it quickly, pay what you owe. What is the doubt?

Thank you very much for your email and clarification, JackTop Casino Team.

If we need anything else from the casino, I will let you know. Let's now also ask the complainant for more details and supporting evidence.

Dear Dezanove19,

What exactly happened with the funds in your disputed account, please? Why should the casino refund your deposits? How did the casino Customer Support explain it to you?

Can you please provide me with the following:

• Personal details you registered at the casino with (name, surname, complete address, date of birth)
• The complete email communication with the casino where you were informed about the refund, however, this time, since I see you use Gmail, please do it as follows - open your email inbox in one of the well-known browsers (on a PC), click the right mouse button on the emails (the original emails from the casino), and choose the option "Forward as an attachment" in the drop-down; send them to me as separate attached files to your new emails to branislav.b@casino.guru
• Bank statement(s) confirming you deposited to the casino the amount the casino wanted to refund with all the necessary details

Feel free to write your personal details in one of your emails and attach the bank statement(s) there.

Please note if you fail to fully cooperate and provide the requested information and email following my instructions, the complaint will be rejected.

Looking forward to hearing from you.

They admitted the fault and offered to refund. I have already sent the prints.

You sent a screenshot with some IBAN that does not belong to you, which was very likely only a mistake. However, I cannot see anywhere how the casino admitted the fault and offered you a refund. Until now, it has not been proven, and those are only your claims.

So, I will simplify it now - are you please able to provide me with the requested information and details according to my instructions or not?

I can't send images here, I'll send them to your email

Can you give me your email?

branislav.b@casino.guru

It was mentioned in this thread 3-4 times, and I do not know about any technical issues regarding posting screenshots. Look at my first post (where my email was stated) added on May 15, 2024, and send all the requested following my instructions.

As was mentioned, if you fail to fully cooperate or provide all the requested, including following the instructions, the complaint will be rejected.

Looking forward to hearing from you.

Dear Dezanove19,

As I thought. I have not received anything of what I requested, in any form.

Based on the above-stated, we are rejecting the complaint as unjustified.

It looks that:

• you simply lost your funds by playing at the casino
• by human error, you received an email from the casino regarding a refund, which should have been directed to another player, but you tried to use it in your favour
• you failed to provide us with anything that could prove your claims or eligibility for the disputed funds

At this point, there is basically no issue and nothing to solve.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, JackTop Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru