Jet Casino - Player’s deposit has never been credited to her account.

Hello. On 10/25/2021 I decided to make a deposit of 10 euros, but the money did not come, but it was withdrawn from the bank account. I contacted the support service, they advised me to wait 2 hours, if the money did not arrive, then contact the chat again. After 2 hours, the money did not come, I turned to the chat, where they told me that they transferred my problem to the finance department and as soon as something became known, they would write to me by email. A day later, no letter, no money in the account, I again I wrote to the chat, asked to already connect me with the manager or give me the details of the financial department, where I could write a letter directly. They answered me in such a way that from writing myself to the financial department, my problem will not be solved faster, but if I want so that the manager would call me, I have to stay in the chat. I stayed in the chat, but no one called, besides, I was also thrown out of this chat. I don't understand what could have happened if I was the same before I replenished the account in a way and everything went fine.

Dear Kapibara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

In the meantime, would you be so kind and clarify which casino is this complaint about? You submitted two complaints - one about Casino Jet, and the second about Jet Casino. Could you please post here the link to the casino, so we can avoid any confusion in the future?

Best regards,

Kristina

Hello, this is the answer I received from the casino.

However, I provided an extract from the bank, where it is clearly seen that almost at the same time 2 amounts were withdrawn. Yes, then I replenished a deposit to the fresh casino, but in the history of the casino in transaction x it is clear that 10 euros came only 1 time

And they fell silent again ...

Just to make sure I understand correctly - you deposited €10 to your Jet Casino account, however, two transactions per €10 were deducted from your bank account.

And later you made a deposit to your Fresh Casino account, which was also €10. Is that correct?

Would you be so kind and forward me the bank statement showing all these transactions?

here are screenshots of where this money was sent here it is very clearly seen that one casino accepted a deposit, but jet still has a waiting status. they tried to convince me that if I sent to another casino, it means that it received the second 10 euros, but in the transaction history it is clear that it is not that fresh received a one-time deposit of 10 euros

Thank you very much Kapibara for your cooperation so far. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Kapibara!

I will take care of your complaint from now on. In order to proceed I'd like to invite representatives of Jet Casino into this conversation to help us resolving the issue.

Hello dear Kapibara and Casino Guru!

Sorry for the late reply.

I am clarifying the information regarding this issue. I will come back with the answer shortly.

Have a good one,

Alex,

Casino Representative.

Hello dear Kapibara and Casino Guru!

I've investigated the issue you faced with.

When deposits don't arrive instantly or in a few hours, we make a request to the payment provider to clarify the transaction status. This usually takes up to 5 business days. When our specialists got information that the deposit from the 22nd of October on Jet Casino was unsuccessful, they assumed that this deposit was made to another brand Fresh Casino since the time of the transaction almost coincided. I would like to apologize for this misunderstanding.

In cases with unsuccessful deposits when money is debited, it must have been credited back in 5 business days. Please let me know if the deposit in the amount of 10 EUR was credited back to your Skrill account.

Have a good one,

Alex,

Casino Representative.

Hello. I have already presented both bank statements and screenshots of the transaction histories of two casinos, where everything is clearly visible. I replenished both fresh and jet casinos at the same time, these are two separate transactions, you do not need to mix them. Money was received for the fresh, no money for the jet, and nothing was received for the skrill.

Hello Kapibara.

I am sorry to hear that you haven't received a deposit back to your Skrill account. In order to help with your issue, please contact live chat on Jet Casino and one of the agents will provide you with instructions of further actions. I believe that you will need to send a statement of your Skrill transactions to make sure that you didn't receive your money back.

Thank you for understanding. Looking forward to hearing from you!

Have a good one,

Alex,

Casino Representative.

I am pleased to present everything that is needed.

Best regards, Christina

Dear CASINO GURU! Mystically, as soon as I contacted the JET CASINO live chat with the statement provided, my messages stopped reaching them and I could not attach a statement to send it. Kindly, please make sure that they receive it if I have it upload here!

Best regards, Christina !!

Hello, dear Kristina.

I am sorry to hear that you had issues with uploading screenshots in our live chat. As far as I can see, those statements are not valid, because your deposit was made on the 29th of October, but the screenshots above indicate the month of July. Please make sure that your statements will show the period from the 29th of October till today and upload them in the live chat.

Have a good one,

Alex,

Casino Representative.

Dear Kapibara,

As it was suggested by Alex from Jet Casino, the issue with your deposits happened in October, as it was also described by you in the original post when you submitted this complaint. Indeed, on the screenshots we are able to see, that the Skrill statements are from a different time period, than was requested. In order to proceed towards successful resolution of this issue, I would like to kindly suggest, that you provide the casino with your Skrill e-wallet statement from the relevant time frame.

Dear Kristina,

I've noticed that you uploaded a statement from your Skrill e-wallet in the live chat. As far as I see, there is only 1 transaction in the amount of 10 EUR from the 29th of October. As I can guess, this is the successful deposit on the Fresh Casino which you also did on the 29th of October. Let me ask you please, are you sure that the amount of 10 EUR was debited from your Skrill e-wallet when you deposited on the Jet Casino? Thanks in advance.

Have a good one,

Alex,

Casino Representative.

Hello, the fact is that no one tried to make a deposit from the skrill wallet, I made a deposit through RAPED, which is carried out through SKRILL, therefore, this information might not have been on the SKRILL transaction statement, but it was about the fact that you wanted to make sure that money did not come back to me, so I understand? for this I have provided an extract?

Hi dear Kristina!

The fact is that we cannot see any charges from the 29th of October to Jet casino in the statement above. Please provide such a statement to prove that the money was debited from your Skrill account. And yes, if the money was debited, we would like to make sure if it hasn't been credited back to your Skrill e-wallet.

Looking forward to hearing from you.

Have a good one,

Alex,

Casino Representative.

Dear Kapibara,

Have you managed to provide the requested documents to the casino?

Dear GURU team! To be honest, I don't quite understand what else the JET casino wants from me. I studied in detail all the bank's operations, the money was withdrawn to their account, through RAPED, and this, respectively, through SKRILL, but this is not indicated in SKRILL's transactions, although it should be indicated, maybe I will try to contact SKRILL?

I will report the results shortly.

Best regards, Christina.

Hello dear Kristina!

Have you managed to find the statement with the requested transactions?

Looking forward to hearing from you!

Best regards,

Alex,

Casino Representative.

Hello Kapibara,

If I understand the situation correctly, you mentioned using payment methods Skrill and 'Raped'(operated by Skrill) and the missing deposit was supposed to be submitted from the latter. But from what I was able to observe, so far you did not submit a statement from the 'Raped' payment method and it was not visible on your Skrill statement.

As you already mentioned, it would be good to contact Skrill, as the response and statement of transactions provided by them are essential to progress within this case.

Hello Kapibara!

Are there any news to your case?

Hello Kapibara!

We have not heard from you for a while. Was your issue resolved? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.