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.