JeetCity Casino - У гравця виникла технічна помилка під час гри.

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.

Dear Miidelgado,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Casino representative,

Has the regulator contacted the casino regarding this matter?

Do you have the game log so we can track the balance?

Thanks.

Dear Matej and Miidelgado,

Unfortunately, we haven't received any contact from the regulator regarding this matter. However, we need more time to locate the game log of the player during this period, as the case took place almost two years ago.

We appreciate your patience and understanding.

Thanks.

Best regards,

JeetCity Casino Representative

I completely understand. Once you have the log, please send it to: matej@casino.guru

I never received a response from anywhere.

Nunca recebi resposta de lado nenhum.

Dear Matej,

Our team has sent you a bet history of the player, please check if you have received it and investigate the matter from your side.

Best Regards,

JeetCity Casino Representative

Dear Miidelgado,

I have reviewed your game logs and have identified each blackjack game you played on 28th August. Based on the logs, everything appears to be accurate. It is possible that any winnings you may not have seen could have been due to a visual error, such as a network switch from 4G to 3G on your cell phone, for example. In such a case, the winnings may have been added to your account later and gone unnoticed by you. However, it is evident from the log that all financial transactions align properly, and there is no error in that regard. I would like to emphasize that it is nearly impossible for the casino to manipulate a single bet. If you have concerns about a specific round, I strongly suggest verifying it with the game provider. However, based on your messages, it appears that the casino has already done so, and the game provider has confirmed that the results were accurate.

Good afternoon... I understand that after more than a year everything seems normal! I know what happened and I know I wasn't paid. Having a record that it was paid does not mean that it was done.

Yes, there was an error, but at the moment it no longer matters. I no longer play at that casino nor do I ever intend to play again. I no longer have proof of anything nor do I want to lose it. Time with this. It was one ago. After that I had time to get pregnant, have a baby and go to the pediatric appointment at 3 months!

I find it interesting that they spent 1 year trying to resolve the situation. Do you think that after 1 year I kept anything? Of course.

Boa tarde... Compreendo que passado mais de um ano tudo pareça normal! Eu sei o que aconteceu e sei que não me foi pago. Ter em registo que foi pago não quer dizer que tenha sido feito.

Houve erro sim, mas que de momento já não interessa para nada. Já não jogo nesse casino nem pretendo já mais algum dia voltar a jogar. Eu já não tenho provas de nada nem quero perder. Tempo com isto. Foi há um. Depois disso já tive tempo de engravidar, ter o filho e é ir à consulta pediátrica dos 3meses!

Acho interessante terem passado 1ano tentar resolver a situação. Acha que passado 1ano eu guardei seja o que for? Claro que não.

Dear Miidelgado,

I apologize once again for your recent troubles and am glad to hear that you are moving forward. Welcoming a baby into the world is an incredible life experience. While I have encountered cases similar to yours before and understand your perspective, the game's mechanics are structured in such a way that incidents like the one you described should be recorded and visible in the logs. Upon reviewing the logs, everything appears to be in order.

Regrettably, based on the evidence provided by the casino, I am left with no alternative but to decline your case.

On the day in question, you were frequently switching between games, and it is probable that any winnings due to you were credited to your account with a slight delay (a common occurrence when there are temporary connection issues), which you may not have noticed. Nevertheless, I would advise that if you encounter a similar situation in the future, make a note of the game round and reach out to the game provider to verify the round.

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.

That was over a year ago! Do you think I have anything to prove at all?

And now? Do you put it as resolved and give the casino a good rating? It's because of examples like this that you have terrible casinos, with a good rating.

Isso foi ha mais de um ano! Acha que eu tenho alguma coisa pra provar seja o que for?

E agora? Metem como resolvido e dão nota boa ao casino? É por exemplos como este que vocês têm casinos péssimos, com uma boa classificação.

Dear Miidelgado,

I will try to explain to you once again that we received your game log from that day. I go through all the logs and check every single game round, your balance before and after. Everything fits perfectly.

You are blaming the casino for not giving you winnings on a few rounds that you won. In my gambling career, I have seen so many visual errors that I can't even count them, even in pictures and videos. The game mechanics are designed in a way that the casino cannot influence a single bet. There is no button there that, if pressed, would prevent you from receiving the money. It is more likely that you were disconnected for a while, and the money appeared in your account later when the connection was restored, and you didn't even notice it.

In an extremely rare case, there could be an error. However, if such things happened, it is the game provider who is to blame, not the casino. In any case, we cannot blame the casino in this situation, and therefore we cannot punish them.

I've been playing casinos for years... Being registered doesn't mean you have a balance. I know what I was talking about at the time. It didn't just happen once or twice! And it's happened to me in other casinos, I spoke in chat and they resolved it. They didn't solve anything then. I don't make complaints for the sake of making them. You can give your good score, as you always do.

Eu jogo casinos Há anos... Estar em registo não quer dizer que tenha ficado em saldo. Eu sei do que falava na altura. Não aconteceu só uma ou duas vezes! E já me aconteceu em outros casinos, falei no chat e resolveram. Aí não resolveram coisa nenhuma. Eu não faço reclamações por fazer. Podem dar a vossa boa pontuação, como fazem sempre.

Dear Miidelgado,

I understand your frustration but as I said I checked the logs very carefully.

Here are the screenshots from your logs:

(only blackjack games)

€40 bets are marked with red color.

All delayed bets are marked with yellow color and they were all paid 9.8.2022 3:40.

I understand the frustration of waiting over a week for money that should be in your account instantly. Please note that this mistake is not the casino's fault, but rather the game provider's.

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.

This had already been closed for over a year, so why open it?

Isto já estava fechado há mais de um foram abrir porquê?

Because we had new information regarding this case. Before, this case was closed as unresolved, this time the case will be closed as rejected, because the casino has right as I explained.

If you don’t mind, I’ll close the case.

Dear Miidelgado,

We are extending the timer by 7 days.

After the casino confirmed that the winnings were eventually paid, though delayed, we have decided to reject this complaint.

I appreciate the casino representative for clarifying the situation despite the time that has passed.

Miidelgado, I apologize for the long wait, but as I showed, the winnings were credited to your account. In this case, we cannot hold the casino responsible; the issue is related to the game provider due to unfinished rounds. Once again, I am sorry for your troubles.