The player from Germany deposited in the casino bud the amount wasn't credited to her casino balance.
Jet Casino - Player's deposit seems lost.
Amount: €100
Jet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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1 year ago
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I had deposited 40 euros, which arrived at the casino immediately. Just a few minutes later, I therefore deposited 100 euros. These were not available, but appeared in the transaction list as "in progress". working days. Two days later I asked again, they wanted a screenshot of my bank account, that the money was debited. Then suddenly "cancelled" appeared in the transaction list, although I was told that everything was fine. Since then, I should get up Wait for an email from the "system" because it would have been a "glitch".Meanwhile 4 days have passed, I asked more often, but I should wait. No money and no credit
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1 year ago
Dear Susi321,
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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
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.
Best regards,
Tomas
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1 year ago
Translation
Hello, I have often paid into the casino. Smaller amounts under 100 euros were there within minutes. So I paid in 40 euros and was credited. I immediately paid in another 100 euros. Was also seen in the transaction history, but I saw the credit Not. Once it took me three days to get the credit. On the third day I asked and they said they didn't know why, and at the same time the transaction history switched to "cancelled". But the money is gone from my account, and it was Yes, it can also be seen in the course of the transaction that I paid it in, so why don't you give it back to me?
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1 year ago
I fully understand your frustration, Susi321. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 21 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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1 year ago
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I was on 13.4. Assured that the money will be sent back to my bank account within 5 days. Nothing on it until today. Had to send screenshots of my bank account and should now wait for an email again. Great 
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1 year ago
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That's the answer. The money was debited from my account and I was able to prove it. Also that I didn't get the 100 euros refunded. What should I do now?
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1 year ago
I fully understand your frustration, Susi321. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 8 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your funds. Thank you in advance for your patience and understanding.
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1 year ago
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Thank you, the money still hasn't turned up and the case seems to be closed for the casino 🙁
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1 year ago
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They wanted new bank statements by today, which I didn't get the money Deposit would have been made through a DIFFERENT bank account. I have never had a different bank account and it shows on the statement too. Outrageous, what a scam!!!! The matter is settled for Jet Casino
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1 year ago
Thank you very much, Susi321, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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1 year ago
Hello Susi321,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will try to contact the casino to shed more light on this matter. Please forward me a statement from the payment method you have made the deposit to the casino to michal.k@casino.guru
We would like to invite Jet Casino to join the conversation.
Dear Jet Casino,
Can you please double-check why the deposit didn't arrive in the player's casino account?
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1 year ago
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Thank you, I sent you the email the day before yesterday
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1 year ago
Greetings, dear player, your deposit was not received by us, the payment system clarified that the funds had to be returned. If you still have not received the funds, then please provide an account statement from the date of deposit to the present day, it's the only way we can help you. You can send the statement to a representative.
Best wishes,
Jet Casino!
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1 year ago
Dear Jet Casino team,
As the player has mentioned previously, they have already provided you with their bank statement. We have received the bank statement from the player as well and there is really no transaction of €100(refund) from your casino or company.
Can you please forward me proof that the refund of €100 was sent from your side?
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1 year ago
Dear representative, I've got an answer from our financial department, the player provided a statement from the wrong bank account, but not from which the deposit was made. Also, this payment was not successful with us and the funds should not have been withdrawn. To solve this problem the player need to provide us with the correct bank statement, if the funds were debuted.
Best regards,
Jet Casino!
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1 year ago
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I got the same answer from the casino too, I've only had this one bank account for 20 years. They said the money was deposited from another account, they had a different account number, that's impossible. What should I do now?
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1 year ago
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Mam can CLEARLY see my Iban at the top of my bank statement, which account I paid from, with Sepa transfer, so how can the casino tell I deposited from another account? It sounds to me like the casino returned the 100 euros to the wrong person?
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1 year ago
Dear Jet Casino team,
As the player has mentioned previously, they have already provided you with their bank statement. We have received the bank statement from the player as well and there is really no transaction of €100(refund) from your casino or company.
Can you please forward me proof to michal.k@casino.guru that the refund of €100 was sent from your side to the correct player's bank account number?
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1 year ago
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Thank you, I had already asked that, but got the answer that you are not allowed to do this for data protection reasons, because it is a different account
I just find it a bit strange because "I" supposedly used a different account, so it would be my own data 🤷
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1 year ago
Thank you for your email, Jet Casino team.
Dear Susi321,
I have sent you an email with a possible explanation of the occurred situation, please check your inbox and let me know if you require any additional assistance.
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1 year ago
Dear Susi321 / Kerstin,
As I have informed you via email. I’m sorry, but I’m not able to help you further. The casino was right that the deposit had NOT arrived to them, and your bank account was NOT debited the 100Euro towards Jet Casino on 04.04.2023.
Unfortunately, after gathering all the necessary information we are forced to reject your complaint.
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 and we will try our best to help.
Best regards,
Michal
Casino Guru
