The player from Germany had registered at jet4bet Casino, made a deposit, and won over €10,000. After two payouts of €4,000 and one of €1,000, she found her balance unusually reduced to €375, with deletions in her winnings history and inaccessible chat support. She sought clarification on her payouts. The issue was addressed by referencing the casino’s bonus terms and conditions, which limited maximum withdrawals to 10 times the bonus amount, a common practice in bonus offers. Due to the player’s lack of response to further inquiries, the complaint was closed without resolution.
Jet4bet Casino - Player’s winnings are being blocked.
Closed
Our verdict
Player stopped responding
Amount: €9,000
Jet4bet Casino
Safety Index 7.7 Above averageCase summary
Discussion
Public
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3 weeks ago
Translation
Hello everyone, I registered at jet4bet Casino about 3 days ago and made a deposit with bonus and free spins.
I won over €10,000 with one spin of a game and made two payouts of €4,000 and one of €1,000.
I was verified (see photos, everything is documented).
Today when I logged in, the balance showed an odd amount of €375.
The chat is no longer accessible to me.
They made deletions from the winnings history and payout records in the system. According to support (see photos), the three payouts will take place.
Thanks and regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
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2 weeks ago
Dear 2010sirinas79,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
