JeetCity Casino - Во время игры у игрока произошел технический сбой.

Good afternoon,

on 28/09/2022 I made my first deposit at this casino.

When playing live Blakcjack, I noticed that in a €40 play where I was happy, I didn't receive the €80 that was owed to me in my wallet (€40bet+€40 won).

I immediately started a conversation in the chat support of the provider (EVOLUTION) (where they told me that they had paid me but they were going to check it out) I was given a ticket and they told me to contact my casino later. I continued to play on the 28th and 29th, I made several deposits and played for several hours. These unfinished bets have happened over and over again. In the casino chat, after asking me to clear cookies among other tips, they ended up telling me not to worry, because all the money that had been withheld would appear in my wallet again. They asked 24 hours later another 24 hours later another 12 hours and they keep putting it off and never returned a cent to me or contacted me via email. Whenever I enter the chat the only information they give me is that I have to wait, that the problem has been sent to the department. It turns out that all the deadlines they gave me ended up running out and the problem is never resolved. I feel like I'm going to be robbed and that they don't even send me an email!

I have all the chats I exchanged with them in my email.

Boa tarde,

no dia 28/09/2022 fiz o meu primeiro depósito neste casino.

Ao jogar Blakcjack ao vivo, reparei que numa jogada de 40€ onde fui feliz, não recebi os 80€ que me era devido na minha carteira (40€bet+40€ ganhos).

Iniciei logo conversa no chat do support do provider (EVOLUTION) (onde me disseram que da parte deles tinha sido pago mas que iam averiguar) Foi-me dado um ticket e disseram para depois entrar em contacto com o meu casino. Continuei a jogar nesse dia 28 e 29 fiz vários depósitos e joguei várias horas. Essas bets inacabadas aconteceram variadíssimas vezes. No chat do casino, após me pedirem para limpar cookies entre outras dicas, acabaram por me dizer que não me preocupasse, porque todo o dinheiro que tinha sido retido, ia voltar a aparecer na minha carteira. pediram 24h depois mais 24 depois mais 12h e continuam sempre a adiar e nunca me devolveram um cêntimo nem nunca me contactaram via email. Sempre que entro no chat a unica informação que me dão é que tenho de aguardar, que o problema foi enviado ao departamento. Acontece que todos os prazos que me deram, acabaram por terminar e o problema nunca é resolvido. Sinto que vou ser roubada e que nem um email me mandam!

tenho todos os chat que troquei com eles no meu email.

Dear Miidelgado,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

PS: I have corrected the disputed amount from €1,111,111 to €0

Good afternoon,

I can forward all the chats I exchanged with support.

I'll do it for the email you sent me.

Boa tarde,

posso encaminhar todos os chats que troquei com o apoio.

Vou fazê-lo para o email que me enviou.

As for the game history, the casino only "keeps" the last 50 bets.... I continued playing, so there is no possibility to send the history of occurrences, I continued playing for hours.

Quanto ao histórico de jogo, o casino só "guarda" as ultimas 50 apostas.... eu continuei jogando, portanto não há possibilidade de enviar o histórico das ocorrencias, eu continuei jogando por horas.

Thank you very much, Miidelgado, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Miidelgado.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please investigate the missing bets and what happened with the winnings from these bets?

Good Morning,

3 days have passed and the casino will not respond. Nor will they ever respond other than: the matter is being resolved, it has to wait. These answers via chat, because they never sent any emails... I emailed support and they didn't even respond. This casino abandons players and is unclear with players. Do not play at this casino!!!

My winning bets are still not credited and the casino continues to give me no response. They admit the error via (as you can see in the chat I sent by email) but since then, more than a week has passed, and the only answer they give me is that I have to wait.

Bom dia,

3dias passaram e o casino não vai responder. Nem nunca vão responder além de: o assunto está a ser resolvido, tem de esperar. Estas respostas via chat, porque nunca enviaram nenhum email... Enviei Email ao suporte e nem isso responderam. Este casino abandona os jogadores e não é claro com os jogadores. Não joguem neste casino!!!

As minhas apostas ganhas continuam sem ser creditadas e o casino contonua sem me dar qualquer resposta. Admitem o erro via (como pode ver no chat que enviei por email) mas desde aí até agora, passou mais de uma semana, e a única resposta que me dão é que tenho de esperar.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I said they wouldn't answer... they don't even answer or give a solution! I GOT STOLEN HERE!

Please change this casino's score! don't make more people fall into this casino.

Eu disse que eles não iam responder... nem respondem nem dão solução! FUI ROUBADA AQUI!

Alterem a pontuação deste casino por favor! não façam cair mais gente neste casino.

Hello Miidelgado.

The casino has a Curacao license. I strongly suggest you submit your complaint to the casino's regulator.

I will gladly help you with that. The good thing about it is that the regulator's decision is binding for a casino.

All you need to do is write one more email:

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

I will and I will need your help.

In a few hours I will write the complaint.

Irei fazê-lo sim e vou precisar da sua ajuda.

Daqui a umas horas irei redigir a reclamação.

Hello Miidelgado.

Could you please confirm that you submitted your complaint to the casino's regulator?

Dear Miidelgado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good evening, I have a question...

Will I have to send the email in English?

Boa noite, tenho uma questão...

terei de enviar o email em ingles?

Can I email you before sending it to them? To see if everything is ok please.

Posso enviar o email para si, antes de enviar para eles? Para ver se está tudo certo por favor.

How do I attach the emails I received from my chat conversations I had with them?

Como é que anexo os emails que recebi das minhas conversas no chat que tive com eles?

Dear Miidelgado,

Sure, you can send the message first to me, and I will check it for you. (matej@casino.guru)

When you send the email, you can attach files (screenshots etc., to that email) As you sent to us before.

Just sent....

Acabei de enviar....

Thank you for the confirmation.

I am closing this complaint as unresolved with the status: Waiting for the regulator's decision.

Miidelgado, when the regulator sends the final response, please reopen the complaint, and we will close it accordingly to the regulator's decision. Please also send me an email in case the regulator will not reply.