Kajot Casino - Player’s deposit has never been credited to his account.

dobry den.dne 15,1,2021 v10,00 hod me bylo odečteno 19eu,ale nebyla částka pripsana na učet v kasinu.píší vam s takovým časovym odstupem,protoze jsem zjistil teprve před par dny ze jsem poslal penize do vašeho kasina pres paysefecart,púvodně jsem mel zato,ze jsem ty penize poslal do kasina kind Billy.po měsíční komunikaci se ukázalo ,že byly penize odeslane do kasina kajot ktere hraji často.

Dear Aleš,

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.

Best regards,

Kristina

to už jsem davno řešil.platba byla odečtena z mého účtu paysafecard,částka byla připsána na účet- Pro Xenon Mediathek Limited.A to dne 15,1,2021 v10,00hod.

Would you be so kind and forward me the deposit receipt? My email address is kristina.s@casino.guru, or you can post it here.

Thank you for your email, Aleš. I checked the deposit receipt, and I see the difference between the disputed amount of this complaint (€19) and the amount that was deducted from your Paysafecard account (€511,98 ).

Could you please forward me your casino deposit history as well?

Also, please forward me any communication between you and the casino.

Thank you very much Aleš. I will now transfer your complaint to my colleague Jozef 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 Aleš.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Ales, Hi Casino Guru team,

Could you please send us player's username at marketing@kajot-casino.com so we can closely investigate what happened?

Hello there.

Dear Kajot Casino team.

Thank you for your cooperation in this case. Please, be aware that the player's full name and registration email should be visible under his avatar (when you are logged), but I can confirm that there is no username filled.

Dear Aleš.

Please, could you specify your username(login, ID) in the Kajot Casino?

We have thoroughly checked the account registered on 19/12/2018 with a nickname ****** and the player’s confirmed email. We did not receive any kind of complaint connected to this account regarding a PSC deposit - no email, live chat, neither a contact form report. Our Payment team has checked all deposits (successful or declined) from January 2021. No deposit was made on 15/01/2021. However, kindly note that we have found 20 accounts that were registered from player’s IP address and we have a reasonable suspicion that those were created by the same person. Should that be the case, it would be a fundamental violation of our Terms and Conditions. A mentioned Paysafecard deposit could be also connected to any of these accounts. We are also sending a detailed answer directly to player with screen shot of all successful and unsuccessful deposits for the month of January. 

Dear Aleš.

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

Unfortunately, we’re forced to reject this case 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.