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I had deposited 40 euros, which arrived at the casino immediately. Just a few minutes later, I therefore deposited 100 euros. These were not available, but appeared in the transaction list as "in progress". working days. Two days later I asked again, they wanted a screenshot of my bank account, that the money was debited. Then suddenly "cancelled" appeared in the transaction list, although I was told that everything was fine. Since then, I should get up Wait for an email from the "system" because it would have been a "glitch".Meanwhile 4 days have passed, I asked more often, but I should wait. No money and no credit

Ich hatte 40 Euro eingezahlt,diese waren sofort im Casino angekommen.Nur Minuten später,zahlte ich deshalb 100 Euro ein.Diese waren nicht verfügbar,erschienen jedoch in der Transactionsliste als" in Bearbeitung".Auf Nachfrage hies es,es kann bis zu drei Werktage dauern.Zwei Tage später fragte ich wieder nach,sie wollten Screnshot von meinem Bankkonto,das das Geld abgebucht wurde.Danach stand plötzlich" stoniert" in der Transactionsliste,obwohl mir verwichert wurde,das alles in Ordnung ist.Seitdem.soll ich auf eine Email vom "System" warten,da es wohl ein "glitch" gewesen wäre.Mittlerweile sind 4 Tage vergangen,ich fragte öfters nach,aber ich soll warten.Kein Geld und kein Guthaben bekommen

Dear Susi321,

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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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,

Tomas

Hello, I have often paid into the casino. Smaller amounts under 100 euros were there within minutes. So I paid in 40 euros and was credited. I immediately paid in another 100 euros. Was also seen in the transaction history, but I saw the credit Not. Once it took me three days to get the credit. On the third day I asked and they said they didn't know why, and at the same time the transaction history switched to "cancelled". But the money is gone from my account, and it was Yes, it can also be seen in the course of the transaction that I paid it in, so why don't you give it back to me?

Hallo,ich habe schon öfters in das Casino eingezahlt.Kleinere Beträge unter 100 euro waren nach Minuten da.So zahlte ich 40 Euro ein,wurde gutgeschrieben.Sofort zahlte ich noch 100 Euro ein.Wurde im Transactionsverlauf auch gesehen,jedoch sah ich die Gutschrift nicht.Einmal dauerte es drei Tage bis ich die Gutschrift hatte.Am dritten Tag fragte ich nach und sie sagten sie wüssten nicht warum,und zeitgleich schaltete der Transactionsverlauf auf " storniert" um.Das Geld ist aber weg von meinem Konto,und es war ja auch im Transactionsverlauf erkennbar das ich das einzahlte,warum geben sie es mir dann nicht zurück?

I fully understand your frustration, Susi321. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 21 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Thank you very much

Danke schön

I was on 13.4. Assured that the money will be sent back to my bank account within 5 days. Nothing on it until today. Had to send screenshots of my bank account and should now wait for an email again. Great

Mir wurde am 13.4. zugesichert das mir das Geld innerhalb von 5 Tagen zurückgesendet wird auf mein Bankkonto.Bis heute nichts drauf.Musste Scteenshots von meinem Bankkonto schicken und soll jetzt wieder auf eine Email warten.Toll

That's the answer. The money was debited from my account and I was able to prove it. Also that I didn't get the 100 euros refunded. What should I do now?

das ist die Antwort.Das Geld wurde von meinem Konto abgebucht,und ich konnte das nachweisen.Ebenso das ich die 100 Euro nicht erstattet bekam.Was soll ich jetzt tun?

I fully understand your frustration, Susi321. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 8 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your funds. Thank you in advance for your patience and understanding.

Thank you, the money still hasn't turned up and the case seems to be closed for the casino 🙁

Danke,das Geld ist immernoch nicht aufgetaucht und für das Casino scheint der Fall erledigt zu sein 🙁

They wanted new bank statements by today, which I didn't get the money Deposit would have been made through a DIFFERENT bank account. I have never had a different bank account and it shows on the statement too. Outrageous, what a scam!!!! The matter is settled for Jet Casino

Sie wollten erneut Kontoauszüge bis heute,das ich das Geld nicht bekam Also gesendet.Danach heisst es wieder: sie bekommen es jetzt innerhalb 5 Werktage.Ich sagte ich hatte dasgleiche vor 2 Wochen,da kommt sowieso wieder nichts.Nach Rücksprache hiess es plötzlich die Einzahlung wäre über ein ANDERES Bankkonto gemacht worden.Ich habe noch nie ein anderes Bankkonto gehabt und es ist auch auf dem Auszug zu sehen.Unverschämt,wad ein Betrug!!!! Die Sache ist für Jet Casino erledigt

Thank you very much, Susi321, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Susi321,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will try to contact the casino to shed more light on this matter. Please forward me a statement from the payment method you have made the deposit to the casino to michal.k@casino.guru

We would like to invite Jet Casino to join the conversation.

Dear Jet Casino,

Can you please double-check why the deposit didn't arrive in the player's casino account?

Thank you, I sent you the email the day before yesterday

Danke,habe ihnen die Email vorgestern geschickt

Greetings, dear player, your deposit was not received by us, the payment system clarified that the funds had to be returned. If you still have not received the funds, then please provide an account statement from the date of deposit to the present day, it's the only way we can help you. You can send the statement to a representative.

Best wishes,

Jet Casino!

Dear Jet Casino team,

As the player has mentioned previously, they have already provided you with their bank statement. We have received the bank statement from the player as well and there is really no transaction of €100(refund) from your casino or company.

Can you please forward me proof that the refund of €100 was sent from your side?

Alright, I just emailed it

In Ordnung,habe ich soeben per email versendet

Dear representative, I've got an answer from our financial department, the player provided a statement from the wrong bank account, but not from which the deposit was made. Also, this payment was not successful with us and the funds should not have been withdrawn. To solve this problem the player need to provide us with the correct bank statement, if the funds were debuted.

Best regards,

Jet Casino!

I got the same answer from the casino too, I've only had this one bank account for 20 years. They said the money was deposited from another account, they had a different account number, that's impossible. What should I do now?

Diesselbe Antwort hatte ich von dem Casino auch erhalten,ich habe seit 20 Jahren nur dieses eine Bankkonto.Sie sagten das Geld wäre von einem anderen Konto eingezahlt worden,sie hätten eine andere Kontonummer,das ist unmöglich.Was soll ich jetzt tun?

Mam can CLEARLY see my Iban at the top of my bank statement, which account I paid from, with Sepa transfer, so how can the casino tell I deposited from another account? It sounds to me like the casino returned the 100 euros to the wrong person?

Mam kann auf meinem Kontoauszug oben DEUTLICH meine Iban sehen,von welchem Konto ich gezahlt habe,mit Sepa Überweisung,also wie kann das Casino sagen ich hätte von einem anderen Konto eingezahlt? Es hört sich fur mich so an,als wenn das Casino die 100 Euro einer falschen Person zurückgezahlt hätten?

Dear Jet Casino team,

As the player has mentioned previously, they have already provided you with their bank statement. We have received the bank statement from the player as well and there is really no transaction of €100(refund) from your casino or company.

Can you please forward me proof to michal.k@casino.guru that the refund of €100 was sent from your side to the correct player's bank account number?

Thank you, I had already asked that, but got the answer that you are not allowed to do this for data protection reasons, because it is a different account

I just find it a bit strange because "I" supposedly used a different account, so it would be my own data 🤷

Danke,das hatte ich auch bereits angefragt,aber bekam die Antwort ,das sie das aus Datenschutz rechtlichen Gründen nicht dürfen,da es sich um ein anderes Konto handelt

Finde ich nur etwas seltsam,weil "ICH" ja angeblich ein anderes Konto verwendet hätte,somit wären es ja meine eigene Daten 🤷

Dear, Michal! I've sent you an email with all the details and explanation.

Best Wishes,

Jet Casino!

Thank you for your email, Jet Casino team.

Dear Susi321,

I have sent you an email with a possible explanation of the occurred situation, please check your inbox and let me know if you require any additional assistance.

Dear Susi321 / Kerstin,

As I have informed you via email. I’m sorry, but I’m not able to help you further. The casino was right that the deposit has NOT arrived to them, and your bank account was NOT debited the 100Euro towards Jet Casino (Naudapay Limited) on 04.04.2023.

Unfortunately, after gathering all the necessary information we are forced to reject your complaint.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal