Hello, I played Azure Roulette and placed a 100 euro bet on the color red. The ball landed on red, but the winnings were not credited to my account. A message then appeared that said 'contact customer service.' I contacted customer service to explain the problem, but the situation has been unresolved for over a week; and I have not received my payout despite having a screenshot. Thanks for your help

Bonjour, j’ai joué à la roulette azure, j’ai miser 100 euros sur la couleur rouge, la balle est tomber sur le rouge, mais le gain n’a pas été comptabilisé. Alors un message est apparue en disant ‘contactez le service client’ j’ai contactez le service client en leur expliquant le problème, la situation est bloquer depuis plus d’une semaine et je n’ai pas re?us mon gain malgré d’une capture d’écran. Merci pour votre aide

Dear levishyska,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to [email protected]? 

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.

Furthermore, considering your prior complaint regarding this casino, I highly advise submitting a self-exclusion request, especially since you mentioned having a gambling problem in the past. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Jet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

You are an escort band like them nothing more, I will give you a star for the rating

Vous êtes une bandes d escort comme eux rien de plus, je vous mettrais une étoile pour la notation

As mentioned earlier, considering your acknowledgment of being a "compulsive player" in your previous complaint, I strongly urge you to follow the earlier instructions and submit a self-exclusion request to the casino.

Kindly inform me once you have sent the request.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Furthermore, it's essential to understand that without any substantiating evidence regarding the incorrect crediting of your winnings, pursuing this case would be extremely challenging when dealing with the casino.

Dear levishyska,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.