Jet4bet Casino - Player’s winnings have been confiscated.

I am filing this complaint because Jet4Bet has failed to pay out my winnings from the "13 Years of Endorphina" tournament, which took place from July 10–22, 2025.

I participated in several daily stages with player ID 3-1802-1249-9133 and achieved the following results (based on the official leaderboard shown in-game):

July 17 – 40th place – €300

July 18 – 4th place – €2,500

July 19 – 10th place – €730

July 20 – 199th place – €20

Total: €3,550

The leaderboard explicitly stated that rewards were to be manually distributed by the casino. However, Jet4Bet has refused to credit these prizes and insists I only received a RedGenn tournament reward which is unrelated.

It has now been over three months since I started trying to resolve this issue directly with Jet4Bet. I contacted their VIP manager several times, submitted all screenshots as proof, and even escalated the issue to Endorphina via email. I have not received a reply from Endorphina, and Jet4Bet continues to deny my valid winnings.

I am attaching all screenshots of the leaderboards showing my placements and prize amounts.

I kindly ask Casino Guru to help investigate this case and assist in obtaining my rightful winnings.

Thank you.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear bricefox,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Jet4bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Is your KYC verification completed, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Katarina,

Thank you for your response and for handling my complaint.

• I have been a player at Jet4Bet since June 2025.
• Yes, my KYC verification is fully completed. My identity documents were submitted and approved, and I have already made successful withdrawals in the past.

I appreciate your support in helping to resolve this issue. Please let me know if you need any further information or documentation.

Best regards,

Bricefox

Thank you very much, bricefox, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Hello bricefox,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello,

Thank you very much for your detailed description of the issue — it truly helped us to review the situation thoroughly. After checking everything carefully, we can confirm that the tournament prizes have now been credited to the player’s account.

Sometimes, the distribution of prizes for provider-hosted tournaments may take longer than expected. This is because we, as the casino, must first receive the official list of winners from the provider before any rewards can be issued. Unfortunately, this step is not under our direct control, which can occasionally lead to slight delays.

We appreciate your understanding and patience throughout this process and are glad to confirm that the matter has now been resolved.

Dear Katarina and Jet4Bet Casino Team,

Thank you both for your time and support throughout this process.

I confirm that the Endorphina tournament prizes have now been successfully credited to my Jet4Bet account. I truly appreciate the follow-up and cooperation from both parties to resolve the matter.

Special thanks to Casino Guru for your guidance and escalation — your help made a real difference.

The issue is now fully resolved from my side.

Best regards

Claude

Dear bricefox,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru