Jacks Club Casino – generel debat

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I have an issue to discuss.... So one of the features available on this site is a vault to store funds separate from your wallet. When this action is used the amount ,date, and time is recorded in your transaction history under vault deposits as well as vault withdrawals. I made 5 deposits into my vault and they were recorded I went to retrieve my funds and there's nothing in my vault. I brought it to supports attention providing the details and screenshots of my transactions I was told I would recieve a resolution in 24 hours... I did not receive a response 5 days later I reached out and support asked me to explain my step by step process so they can recreate my actions I did but support does not know what the vault is on their site. I was then Asked to provide a txid for my deposits I explained the funds were on the site they were moved from my accounts wallet to my vault storage there is no txid but there is transaction history showing time date and amount. I was told to give them 48 hours to resolve this issue. 1 week later no funds no response.

Hi, if I have to confess this is the first time I've heard that such a feature exists in a casino. To tell you the truth, I don't even know what to say to you, because I would expect the casino itself to address such a thing with you when there is such a possibility for the players. 

But what amazes me the most is that support knows nothing about it as you describe. 

However, we will probably need more information in order to help. 

Could you describe the "vault feature" somehow more? I tried to look it up but I couldn't find it anywhere. So can you somehow tell me where it should be and where regular players can find it? What does it actually mean that you sort of save your money in the casino or should I understand it differently? What's the whole idea behind it? 

If you could tell me more and answer my questions Veronika said that she would like to know more about it because she doesn't know what it is.