JeetCity Casino - Player's winnings have been unjustly confiscated.

Hello,

I am extremely disappointed and frustrated with what happened during a live roulette game on JeetCity on 3 septembre at 22:28.

I placed a $400 bet on black.

The winning number was 29 black.

Instead of receiving the correct payout ($800 total), my bet was simply refunded, as if I had cancelled it.

This is absolutely unacceptable. I did not cancel my bet at any time. Your support team is trying to blame me for something I did not do, which feels like a direct attempt to avoid paying my legitimate winnings.

I have a screenshot proving the situation:

My total bet of $464 is clearly visible,

The result "29 black" is shown,

My balance is completely wrong ($4.88 instead of the expected payout).

I demand that this issue be escalated immediately to your technical team so they can review the server logs. These logs will clearly show that I never cancelled my wager.

If this problem is not resolved quickly and my $800 winnings are not credited, I will have no choice but to file a formal complaint with Casino Guru and other regulatory bodies to expose this unfair treatment.

I expect a prompt resolution.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your gaming history to check if your bet is recorded there?
• What was the exact amount that was returned to your account?
• Do you have more evidence regarding the failed bet, including a video?
• Could you please share your conversation with the casino customer support regarding this issue?

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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Hello Veronika,

Thank you for your quick reply and for taking my complaint seriously. Please find my answers below:

Screenshot of gaming history: I checked my JeetCity account, but unfortunately my bet does not appear in the game history. This is very suspicious, because I clearly placed $400 on black. I will attach the screenshot I took during the game, which shows my total bet of $464, the winning number 29 black, and my balance reduced to only $4.88 instead of showing the correct payout.

Exact amount returned: The casino only refunded my $400 stake. I did not receive the $400 winnings, so instead of $800 total, I only got my stake back.

More evidence (video): I don’t have a video recording, but the screenshot clearly proves the problem — it shows that the winning number was black while my balance was wrong.

Conversation with casino support: I don’t have screenshots of my chat, but I remember clearly that the support agent named Elliot told me that I had cancelled my bet. This is completely false. My balance history itself proves it — if I had cancelled the bet, my balance would not have dropped down to $4.

I hope this information helps clarify the situation. I strongly believe the casino made a mistake or is refusing to honor my win, and I would really appreciate your support in resolving this issue.

What was the exact amount that was returned to your account?

the total of m’y bet 464

Dear Thomas,

We are very sorry to hear that you had a negative experience while playing at our casino.

We have carefully reviewed your account and betting history several times, but unfortunately, we did not find any record of the bet you mentioned. It is possible that at that time the provider of this live game experienced a technical issue, and as a result, your bet was not registered.

We kindly ask for your understanding.

Best regards,

Jeetcity Team

Hello,

Thank you for your reply. I understand that technical issues can happen, but I have attached a screenshot showing my bet of 400 on black, which was not cancelled. The outcome was in my favor, and I should have received 800, not just a refund of my stake.

Your response blaming a "technical issue" does not resolve the fact that my bet was placed and won. I kindly ask you to review this matter again and pay the full winnings.

I hope we can resolve this issue promptly and professionally.

Best regards,

Thomas W.

Hello Thomaswhitty,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Thomaswhitty,

Thank you for providing more details and for your cooperation throughout the complaint process. I understand how frustrating and disappointing this situation must feel.

Unfortunately, after reviewing all the information you shared, we must conclude that there is not enough evidence to support your claim. Screenshots can sometimes be misleading because they don’t capture the full record of a gaming session. In cases like this, the most reliable proof would be the official game history or a video recording of the gameplay, which unfortunately is not available here.

The casino has confirmed that no record of the disputed wager exists in your betting history. Since no independent evidence was provided to confirm that the bet was registered and accepted, we are unable to hold the casino responsible for paying out the disputed winnings.

I am truly sorry that we cannot assist you further in this matter. For transparency, I will now close this complaint as rejected due to insufficient evidence.

Thank you for your understanding.

Best regards,

Veronika