BetNjet Casino - Player’s withdrawal has been confiscated.

Subject: BetNjet – €6,000 debited but deposits rejected and never credited

Hello,

I would like to request LCB's assistance regarding a serious payment dispute with BetNjet involving a total amount of €6,000.

I made three deposits of €2,000 each using my bank card. The full €6,000 was successfully debited from my bank account, but the deposits were never credited to my BetNjet account.

BetNjet's own records show the deposit attempts as "rejected."

I contacted BetNjet repeatedly and provided bank documentation proving that the money was actually debited from my account.

BetNjet subsequently informed me that the transactions had been reviewed and that they were rejected on the payment provider's side, stating that BetNjet itself never received the funds.

However, the €6,000 was never returned to me.

This leaves a very important unresolved question: if the money was debited from my bank account, BetNjet recorded the deposits as rejected, and BetNjet says it never received the funds, where did the €6,000 go?

My bank documentation also contains merchant/payment descriptors connected with the disputed transactions, including Cool-Pic. Cool-Pic publicly identifies its company as GIMURTEX LIMITED (UK Company No. 16117528).

I want to be very clear that I am not claiming, without evidence, that GIMURTEX retained my money. I am asking BetNjet to properly investigate the payment chain and identify the payment provider/acquirer involved and determine where the funds were ultimately settled.

I have made numerous attempts to resolve this directly with BetNjet. I have contacted support by email and live chat and supplied the relevant documentation, but I have still not received a satisfactory resolution or the return of the €6,000.

Due to the lack of resolution, legal proceedings have also been initiated before the Julgado de Paz do Porto in Portugal, case 287/2026-JP, involving BetNjet and GIMURTEX LIMITED.

Nevertheless, I remain fully willing to resolve this matter amicably if BetNjet investigates the transactions properly and arranges the return of the €6,000.

I respectfully ask LCB to contact the BetNjet representative and request that the case be escalated to BetNjet's Payments/Finance department.

I can provide LCB with supporting evidence, including:

Bank statements showing the three €2,000 debits;

BetNjet records showing the deposit attempts as rejected;

Emails and chat conversations with BetNjet;

BetNjet's statements that the transactions failed on the payment provider's side and that BetNjet did not receive the funds;

Documentation concerning the merchant descriptors;

Evidence of my attempts to resolve the matter directly.

I am not asking for a bonus or account reopening. I am asking for the €6,000 that left my bank account and was never credited to my BetNjet account to be properly traced and returned.

I would greatly appreciate LCB's assistance in obtaining a substantive response from the BetNjet representative.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetNjet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your account in the casino is closed? What is the reason your account is closed?
• Were there any successful deposits made to the casino during the time your account in the casino was in use?
• Could you please specify the date of the incident and the evidence you confronted the casino with already?
• Do you have access to the records associated with your deposit history in the casino?
• Could you please share with me your communication with the casino regarding the issue or any associated evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for reviewing my complaint.

I will clarify the points you asked about:

1. Account closure

Yes, my BetNJet account was subsequently closed/disabled. I was not given a clear explanation establishing the reason for the closure.

2. Deposits

The transactions involved in this complaint are three deposit attempts of €2,000 each, totalling €6,000.

BetNJet's deposit history shows all three transactions as rejected. However, the corresponding €6,000 was actually debited from my Santander bank account.

3. Date and evidence

The three deposit attempts were made on 21 June 2026, with the corresponding transactions appearing in my Santander banking documentation around 21–22 June 2026.

I provided BetNJet with banking evidence and repeatedly requested an investigation.

BetNJet subsequently informed me that the transactions had failed on the payment provider's side and that the funds had never reached BetNJet.

Nevertheless, the €6,000 was never returned to my bank account.

I now also have an official Santander Certificate of Account Transactions confirming the three separate €2,000 debits. The transactions appear with the merchant descriptor "cool-pic, Ipswich."

4. BetNJet deposit history

Yes, I preserved evidence of my deposit history showing:

€2,000 – Rejected

€2,000 – Rejected

€2,000 – Rejected

5. Communications and evidence

I have preserved the relevant emails, communications with BetNJet, deposit records and banking documentation.

As some of these documents contain sensitive personal and banking information, I will send the complete evidence dossier privately to the email address you provided rather than posting it publicly here.

I would be very grateful if Casino Guru could contact BetNJet and ask its Payments/Finance team to investigate the payment chain and determine where these three transactions were ultimately settled.

I would also appreciate it if Casino Guru could ask BetNJet to identify the full legal entity operating BetNJet, its company registration number, country of incorporation and official registered office address, as I have repeatedly requested this information from BetNJet without receiving a concrete answer.

For transparency, judicial proceedings concerning this dispute are already pending in Portugal under case no. 287/2026-JP. I nevertheless remain fully willing to resolve the matter amicably if the €6,000 is properly traced and returned.

Thank you very much for your assistance, Tomas.

Just to let you know i already contact you on your e-mail with al the evidence. Thank you

As formal judicial service has been particularly difficult due to the lack of transparent corporate information on BetNJet's website, I would also be very grateful if you could ask the casino representative to confirm the full legal entity and registered office of BetNJet, as well as identify the payment provider responsible for the three disputed €2,000 transactions.

Hello Tomas, just one small clarification regarding the title of my complaint. The disputed €6,000 was not a withdrawal that was confiscated. The case concerns three €2,000 deposit attempts that BetNJet recorded as rejected, although the €6,000 was debited from my bank account and was never returned. Thank you.

Hello Tomas,

I would also like to provide an important update.

I contacted BetNJet again through Live Chat and specifically requested the identification of the legal entity operating BetNJet, its registered office, Legal/Compliance contact, and the identity of the payment provider responsible for my three disputed €2,000 transactions.

The Live Chat agent, Lola, told me that she had forwarded all of my messages to the relevant internal team and subsequently confirmed that the case had been escalated internally.

However, I have received no response whatsoever from that internal team since then, and BetNJet has also stopped providing substantive responses to my emails.

Therefore, despite repeatedly attempting to resolve the matter directly with BetNJet, I still have no answer regarding the €6,000, no identification of the payment provider, and no confirmation of BetNJet's full legal entity and registered office.

I have screenshots of the Live Chat conversation confirming the internal escalation and can provide them if required.

If possible, I would be very grateful if Casino Guru could now contact the BetNJet representative directly regarding this matter.

Thank you,

João

Dear Rochafcp12,

Thanks for your patience and the evidence provided.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their assistance; however, this casino has multiple cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us in solving players' complaints. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino Guru