The player from Italy requested withdrawal. Then he decided to cancel the withdrawal to continue playing, however, the funds weren’t returned to his casino account. This issue was successfully resolved.
SlottoJAM Casino - Player’s funds have disappeared from his account.
Amount: €200
SlottoJAM Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I wanted to report a problem, last night I made a payment of 100 euros (I have to say that I sent the necessary documents days ago and that I have already received two credits on my mastercard account). I won another 100 euros with the live casino (I play live only) and requested a withdrawal of 200 euros. The system accepted the withdrawal and displayed it as "pending". I decided to suspend the withdrawal to play again and clicked on "cancel withdrawal" (so I should have immediately displayed a balance of 200 euros in my gaming account). Well, the money has disappeared, at the time of writing, my money (200 euros) is not present in the withdrawal and not even in my balance (I made all the screenshots of both the balance, the withdrawal made and the transactions made including you play at the live casino). I asked for support via live chat (I also made transcripts of this conversation) and at the moment they haven't solved the problem yet! it is absurd that after 4 hours, plus a message sent via email (to which I have not even been answered) still does not come to the end. I want my money back.
Automatic translation:
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3 years ago
Dear Davesaint,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. This seems like some technical issue. Is the casino trying to resolve this problem?
Could you please send me any relevant communication between you and the casino? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Kristina, thank you for your help and your promptness in answering me. I inform you that I have just received the money in my account and that I have immediately requested payment.
Thank you again. 🙂
Edited
Automatic translation:
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3 years ago
Fantastic news, Davesaint! Should I keep the complaint opened until you receive your withdrawal, or can I consider it as resolved and close it?
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3 years ago
Translation
Hi Kristina, the problem I had was about the disappearance of the funds. So for me it can be closed, if I have a problem with the withdrawal I will worry about entering another complaint. (I hope not) 😀
Thanks again for your support.
Edited
Automatic translation:
Public
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3 years ago
Thank you very much for confirmation. As the issue has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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