Jasino Casino - El jugador se enfrenta a una falta de apoyo por parte del casino.

They don't adhere to responsible gaming practices. I've been requesting assistance for days, and they don't respond to emails, and the chat function is useless; they just redirect me to another email address.

No cumplen con el juego responsable. Llevo pidiéndolo días y no contestan a los correos electrónicos y por el chat no solucionan nada, mandan a otro correo electrónico

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Jasino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Do you currently still have access to your account? If so, could you please attach a screenshot of your deposit history?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I have not received a response.

Yes, I passed the verification.

I've attached the screenshot.

No he recibido respuesta.

Si he pasado la verificación.

Adjunto la captura de pantalla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you kindly provide us with an update on the current situation?

Thank you in advance for your response.

I received an email saying they were going to close my account, but they haven't. I thought they had finally closed it.

Me mandaron un correo electrónico como que iban a proceder al cierre de cuenta y no lo han hecho. Pensé que ya por fin me habían cerrado la cuenta.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Okay, greetings!

Ok, un saludo!

Dear gasol,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Jasino Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Jasino Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Jasino Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Perfect, no problem! Best regards.

Perfecto, sin problema! Un saludo.

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’ which may negatively affect its rating.

Hi, thank you for reaching out and for bringing this to our attention.

We have contacted our Support Team regarding your account closure request, and we can confirm that your account has now been successfully closed.

We sincerely apologize that the account closure process took longer than expected. We understand that such requests should be handled as promptly as possible, and we regret any inconvenience or frustration this delay may have caused.

Thank you for your patience and understanding. If you require any further assistance, please feel free to contact our Support Team directly. 

Dear gasol,

According to the casino, your account is now closed.

Could you please confirm whether this information is correct?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gasol,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor