The player from Russia experienced a technical issue while playing roulette. After the screen froze and reappeared, a total of 43,500 rubles disappeared from their gaming account. Despite reporting the issue to the VIP manager, the funds have not been returned. Since there was no record of any win in the player's gaming history, we had to reject the complaint.
Jet Casino - Player experiences technical issues resulting in lost funds.
Amount: 109,500 руб
Jet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Dear Casino Guru,
Please I ask your help to resolve an unpleasant episode. Today I deposited 89,000 rubles and started playing immersive roulette at Jet casino, closing 2 sessions with a balance of 153,000 rubles, (64,000 win). Strangely, the phone screen froze and after about 4 minutes the sum of 109,500 rubles reappeared, (43,500 rubles disappeared from the gaming account). I was just in time to take a photo of the phone's screen, it freezes 
again and everything is gone, all money disappear!
I immediately contacted the VIP manager Margaret, who reported the case to the provider. Meanwhile, these less than honest people robbed me and swindled me out of 153,000 rubles.
How to prove it I attach the photo of the screenshot and I invite the players to pay attention to this Jet casino because they are people with a black soul, they cheat and damage people in order to profit illicitly.
Absolute shame!
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7 months ago
Dear giovarossi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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7 months ago
Translation
Hi Veronica, from that moment on I stopped playing on Casino Jet forever. I clearly understood that it is a very well organized scam and any evidence or discussion is like talking to casinos.
Unfortunately these individuals have the knife on the side of the handle and the player is not protected.
I was very naive to deposit the funds and believe in the authenticity of the Jet casino site.
Automatic translation:
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7 months ago
Please send me your gaming history of Immersive Roulette to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
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7 months ago
Translation
As per your request I will send the chronology. They are certified thieves, this is the truth! Honestly speaking, I have resigned myself and I hate that Bandai of dishonest subjects who get rich on the skin of naive players.
Automatic translation:
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7 months ago
Thank you for the screenshot. However, in the gaming history you sent us, there is no evidence of any win. I apologize but if there is no recorded win, we can't proceed with the case and confront the casino.
Due to this reason, your complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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