Jeetplay Casino - Player’s winnings from Free Spins have disappeared.

I play with 50 free spins and won 12500rs and log out and when next day i log i see 0 balance and i complaint continue in week thay say back office will sort it after week they say you play that slot after win and loose your money if you have problem we will give you 1000rs but i didn't play a single time.this is frod site.

Dear Sagar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have deposited any funds into your account? If there’s any relevant communication between you and the casino, please forward it together with your game history to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi,

I am happy to talk you. Actually i deposited first time in jeetplay 1000 rs and on first deposit they give me 50 free spins. On that 50 free spins I won 12500 rs. After winning i log out from my account and when i log again on next time my account was zero balance.after that i am complaing continue on their customer support . First they say you won 2500rs not 12500 than back office was checking than thay say to mail to their customer support. I do mail also but didn't get any reply. After that their online customer support says they give me 1000 rs for my problem. But i rejected to take 1000rs . anything you want more to know i will happy to reply.

Thank you very much, Sagar, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Sagar,

I looked at your complaint and will do my best to help you. I would like to invite Jeetplay Casino into this conversation. Can you please specify why you confiscated player's winnings from free spins?

Hi Sagar,

You contacted our online support about this issue already in the past. We informed you that your free spins winnings did not disappear. But that they were in your bonus balance within the same game you won on. The way free spins work:

1. You play your spins and your winnings are credited as bonus money in the game's bonus balance
2. You then have to complete all of your wagering requirements in the same game
3. Once wagering is finished it turns into real money and is transferred to your account balance.

Since you didn't come back to play and didn't complete the wagering in the given period, your bonus winnings expired and were forfeited.

I understand your frustration, but we did explain this to you on the live chat. So I'm not sure why you chose to make a complaint here instead of talking to us directly.

In the end, it all comes down to a misunderstanding on your part. But we did explain this to you when you asked what happened to your 12,500 Rs. winnings.

Don't know about that why they do but on starting conversation thay say they will check than say you win 2500rs only after that thay say you play again and loose all money in same slot and last they propose me 1000rs for ending all but i reject it and write i am not beggar. After that i never talk with their customer service.

Hi Sagar,

I'm sorry you feel this way.

But, no one was calling you a beggar or assuming it. We offered to give you back your deposit because of the misunderstanding. We cannot put back the bonus winnings. The system doesn't work that way, so we could only give you 50 more free spins.

But we chose to rather give you the 1000 cash (no wagering) so that you can play whatever you want without being restricted to one game. Because if you take the 50 FS again no one is guaranteeing you'll win that much again.

I know about free spins i am not fresher i have playing in royal panda above than 1 year and leo vegas and in betway. I know about wagering but when i win 12500 according to you its comes on bonus money but not comes in anywhere in your app that my problem that i am complaining. If i loose than i have no problem but without play i will loose my win my problem is that.

Yes I understand that is your complaint, but like we told you, with Habanero games when you win with free spins, the winnings stay inside the bonus balance of the exact game the free spins were on. So your winnings were in the Super Twister bonus game balance.

This is why you didn't see them in your account balance. We did explain this to you a few times, when you came on the live chat to complain and ask about it. What happened in the end is that your bonus winnings expired.

I hope this clears everything up for you. On other casinos, the free spins might be on different game providers such as NetEnt , Microgaming, Play n Go or other providers. With them the free spins winnings get credit to your bonus balance in your account. But with Habanero it's different, we can't control this.

So if we see this creates a lot of confusion with players, then we might switch the free spins to a different game provider. We really try our best to keep our players happy and satisfied. So, I'm very sorry you are left with a bad first impression.

First time I am listening after log out game is on and by default its using players money. If anybody seeing this chat and ok with your answer than i have no words to say and i have no more complaint with anyone.

Thanks

I have no more words for this discussion.

Dear Sagar,

I didn't say that when you log out your winnings get forfeited. I said that because a certain amount of time passed and you didn't complete the wagering, then your bonus winnings expire and any winnings get forfeited. This is standard procedure at any online casino and it's in our bonus terms and conditions.

After you log out, the game doesn't stay on and use up your money. The fact that you blame us for your winnings being forfeited is one thing but then saying that the game played away your money while you were offline is very very bad. Why do you say stuff that isn't true about us? The only thing you can blame us for is for how the free spins work and where your bonus winnings are located. But we explained to you multiple times where to find them. so in the end you have yourself to blame.

We tried to be very fair and give you a cash bonus with no wagering, equivalent to your deposit amount. But you would rather complain about us.

So as far as we're concerned this issue is now over.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.