Jonny Jackpot Casino - Player’s balance seems to be lost due to a technical glitch.

I played on my account through this casino. i depositted $20 from my visa card and claimed NO bonuses or promotions therefore my balance was $20.08 when i started to play on my first machine (buffalo spins i think but i realised the game currency was EUR) and my winnings went up and down till i moved to another game (mega flip) with a balance of $45 (i did not take notice of the game currency this time). but to my luck and my suprise i won alot more than i expected. my final winnings from this game was $12690. i decided to withdraw so i pushed the home buttin during game play and the website asked me to login again. when i logged in. my balance was back at $20.08 . i have ckntacted them and they have advised me to clear history cache and all sorts. in my gaming account it shows i topped up my account at the right time but then there is no more betting or gaming activity until i logged back in at the time mentioned above (after i won)....

Dear Mele,

Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. Do you have any screenshots of your winnings by any chance? Please, could you forward the screenshots and any relevant communication between you and the casino to my email address kristina.s@casino.guru (or post it here)? I am not very sure we will be able to help you in this case, but we will try our best. Thank you very much in advance for your reply.

Best regards,

Kristina

I have no screenshots. If i had known this would of happened i would of screenshotted it

Thank you very much Mele for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance, however, under these circumstances we cannot guarantee you a positive outcome. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Mele,

I am very sorry to hear about your problem. I will do my best to help you.

Dear Jonny Jackpot Casino do you have any additional information regarding Mele's case?

Dear Mele,

We are extending the timer by 7 days. We've tried to contact the casino, they did not respond. If they won't write us back soon we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Mele.

Hope you are well. The casino team has informed us about the further situation and the fact that you have contacted their support. The outcome of investigation from their provider has stated that they were unable to find any bet placed by you for the 60.00 as claimed, and they are convinced that you played it on Free Play since there is no relevant record of such a real money play. The casino also informed us that you are still active in their casino, therefore we believe we can reject this case. Please, could you confirm their statement, or should we require further evidence?

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We will now mark it as 'resolved' in our system. 

Best regards, Jozef