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p***@gmail.com is my mail

I had balance of 6030 in my jeton wallet account. And while verification they blocked my account and sent the balance back to merchant (sapphirebet) after it I sent the documents again and got my account back. Then I was surprised that jeton sent my money to sapphirebet. My account was already closed by sapphirebet. And they said that my 2 accounts were combined as one single account. So now after endless mails. (They reply like after a month) . So it took so long to even get an answer. Now they stopped answering. Now i am here for those funds. Please help

Dear kiran1463,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I apologize, but I am not sure I fully understand what happened.

Do I understand correctly that in this section you are talking about your Jeton account?

"I had balance of 6030 in my jeton wallet account. And while verification they blocked my account and sent the balance back to merchant (sapphirebet) after it I sent the documents again and got my account back."

Could you please clarify what you mean by this part?

"My account was already closed by sapphirebet. And they said that my 2 accounts were combined as one single account. "

Why was your Sapphirebet account closed? Did you create more than one account at this casino? Do you have access to any of your accounts?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes ,i registered 2 account by mistake and sapphirebet verified me and said they have to combine both( close one ) accounts . So one of them got closed and other one is accessible.

Thank you for your reply, kiran1463. Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I sent it. In case if you didn't recieve it. Please tell me. I will send it again.

I have received one email, but it basically says nothing important. Could you please forward me the communication in which the casino informed you that your 2 accounts have been combined and that you can continue using one of them?

Yes i sent that please check

Thank you very much kiran1463 for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello kiran1463,

I'm Nick and I'll be assisting you from now on.

I would like to ask SapphireBet Casino to join us and help us resolve the player's issue.

Best regards

We haven't hear from the casino yet. I would like to ask SapphireBet Casino again to join us otherwise we will be forced to close the complaint as unresolved if we won't get any respond within the next 7 days.

Regards,

Nick

Sure , i will review them in askgamblers and trustpilot of they won't reply.

Hello kiran1463,

We have received an information from the casino that you should be able to withdraw your remaining balance on your account but it will remain closed.

Could you please advise if you have tried to withdraw your balance?

Yes i tried everything, there is no balance in my account.

Can you ask in which account number or which email there is the balance?

So that i can login and check please?

The client was blocked by Jeton, because they considered him a fraudster. Then the client created a second account, from which he wrote to support, demanding a refund. Because of this, our security service also considered him a fraudster. But anyway now the client's money are on his gaming account, and he can withdraw it in any convenient way anytime, except for the Jeton

Firstly I would like to clarify that i didn't commit any fraud.

After submitting the docs, jeton wanted the pan card signed but i only had normal pens and could sign on it.so i pasted a paper and signed on it. To which they replied that they were edited/fake docs.

And after it i clarified the same and they opened my account again.

As of now i created a withdraw request.

I will update as soon as I get the funds.

Recieved my funds as always.

You guys are awesome, i complained 3-4 times here and i got my money everytime.

Thank you

You can close the complaint as closed

Thank you kiran1463 and Sapphirebet Casino for the cooperation. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick