The player from Germany files a complaint against Jet4Bet Casino for the wrongful cancellation of €2,700 in winnings. She argues that the casino lacks transparency regarding bonus win limits, improperly reduced her winnings without clear justification, and received inconsistent information from customer support. She demands the remaining €2,700 due to these issues.
Jet4bet Casino - Player’s winnings of €2,700 have been confiscated.
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Jet4bet Casino
Safety Index:Above averageCase summary
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1 month ago
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Hello CasinoGuru team,
I wish to file an official complaint against Jet4Bet Casino (Stable Tech NV). I have had €2,700 in winnings, which I had earned legitimately, wrongfully cancelled.
The facts:
I deposited €120 and used a 10% VIP Chain bonus of €12. After fully meeting the wagering requirements (status: "Wageling complete"), my account balance was €4,200. However, the casino unilaterally reduced my winnings to €1,500 and canceled the remaining €2,700.
My argument against this cut:
1. Lack of transparency: The specific description of the bonus used (see screenshot "VIP77/VIP Chain") makes no mention of a win limit (Max Win). Nine detailed points are listed, but a limit is completely missing.
2. Misleading comparison: The casino demonstrates in other bonus offers (see screenshot of comparison bonus) that it explicitly states winnings limits under point 5. Since this point was missing from my bonus, I, as a player, was entitled to assume that no limit existed.
3. Contradictory actions by the casino: The casino claims there is a limit of 10 times the bonus amount. With a bonus of €12 (see screenshot of bonus progress), the winnings should therefore have been reduced to €120. However, the fact that the casino credited me with €1,500 proves that they apply their own rules completely arbitrarily and have no clear legal basis for the reduction.
4. Confirmation by support: A support employee admitted in chat that the limit was "not mentioned" in the description of my bonus, but claimed it still applied to all bonuses. This is an unacceptable retroactive disadvantage for the player.
Financial support:
I demand a credit of the remaining €2,700, as the terms and conditions were incomplete and the casino arbitrarily reduced the amount.
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jet4bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that your account has been blocked? Have you requested your account to be closed, or was this the casino's decision?
- Have you saved a screenshot of the particular bonus rules in question? No screenshots detailing the bonus VIP77/VIP Chain were included.
- Could you please share with me your communication with the casino regarding the maximum cashout being 10 times the bonus amount? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationThank you for the opportunity to explain the situation further. Here is a summary of all the details of the incident:
1. Account Suspension and Reduction: Immediately after my win, my account was suspended for about 30 minutes, and I was unable to log in. During this time, the casino manually reduced my balance from over €4,200 to €1,500. By the time I regained access, the reduction had already been completed.
2. Bonus Details & Missing Rules: I used a 10% deposit bonus and 50 free spins (worth €1 per spin). I won €4,200 with my real money and the 10% bonus, not with the free spins. The terms and conditions displayed to me during the deposit process made no mention of a 10x wagering requirement. This rule is no longer visible in my bonus history, which is highly suspicious. The casino bears the burden of proof to fully demonstrate the terms and conditions that were in effect at the time.
3. Management Deception: After waiting over 24 hours, the manager (Henry Luxford) contacted me. He claimed he couldn't see my withdrawal in the system and explicitly instructed me to cancel it in order to receive supposed 'instant VIP priority'. I did so, but the withdrawal was never processed. Today, he suddenly wrote me the opposite: I should under no circumstances cancel the withdrawal.
Conclusion: The casino is using contradictory statements, technical blocks, and rules invented after the fact to prevent or delay the payout of my rightful winnings of €4,200. I have screenshots of all these chat logs and am uploading them here as proof.
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1 month ago
TranslationI
.ch would like to clarify that I cannot download an official chat history as a file, as the casino's system does not technically offer this option.Automatic translation:
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1 month ago
Translation"Hello Tomas,
I would like to clarify the process once again, as this illustrates the casino's tactics:
1. Immediate payout of the €1,500: As soon as I regained access after the account was blocked and saw that my balance had been reduced to €1,500, I immediately requested a payout of this €1,500 to secure at least this portion.
2. Unsuccessful support contact: Since the standard chat did not help me.
As soon as I could, I immediately wrote an email to management complaining about the reduction of the remaining €2,700. However, I never received a reply to this email.3. Contact via Telegram: Only after being ignored for 24 hours did I contact the manager via Telegram. Only then did he respond and give me the dubious instruction to cancel my existing payout of €1,500 and reapply, supposedly for 'faster VIP processing'.
This chain of events – the blocking, the ignoring of my emails, and the subsequent request for cancellation on Telegram – clearly shows that the casino tried to delay or prevent the payout by any means necessary.
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1 month ago
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Hello Tomas,
Here is an important update on the current situation:
1. No payout: The casino has not paid out anything so far – not even the undisputed €1,500.
2. Delaying tactic: After 5 days of radio silence, the manager Henry suddenly emailed me asking for a screenshot of the bonus offer. This is ridiculous, as the casino already has all the data in their system. It's a pure stalling tactic.
3. No access: I'm in Switzerland until Monday. Since foreign casinos are legally blocked here, I can't access my account. Therefore, I'm completely dependent on the casino finally transferring the money.
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1 month ago
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Hello Tomas,
I would like to add one crucial point regarding my case:
I only activated this 10% VIP Chain bonus because the system explicitly stated 'Wages requirement: 0' (see screenshot). Had there been a withdrawal limit for this bonus (such as 10 times the bonus amount), I would never have used it. The casino lured me in with the promise of '0% wagering requirements'.
I wish you and the entire Casino Guru team a happy Easter and relaxing holidays! 🐣🐰✨
Thank you so much for your help!
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1 month ago
TranslationHello Tomas,
I would like to briefly inform you that the 72-hour period for my payout (requested on April 1st at 2:00 PM) has now officially expired.
The casino hasn't paid out a single cent yet – not even the €1,500 they claimed was their limit. They also didn't respond to my last message.
This confirms for me that the casino is refusing the payout without legal basis, even though my system history clearly showed 'Complete conversion: 0'. I ask you to take this into account in your further investigation. Thank you.
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1 month ago
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Hi, the 1500 just arrived, that leaves the 2700 they took away. Best regards.
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1 month ago
TranslationI have one more very important detail regarding my case:
I've only been with this casino for two months, but I've been playing online for many years and I'm familiar with the systems. Normally, if a bonus has a maximum cashout limit, the excess amount is automatically and immediately (usually within minutes) deleted by the system after the wagering requirements have been met.
But in my case it was completely different:
1. The system allowed me to request the full €4,200 for payment.
2. The payout was stuck on 'Pending' for hours (from about 11:00 PM until the next morning).
3. The reduction of €2,700 was only carried out manually by an employee at around 8:00 a.m.
This proves to me that there was no technical limit in the system. If a rule had been in place, the system would have informed me immediately or not allowed the withdrawal in the first place. The fact that an employee intervened manually shows that the casino only looked for a reason after the fact not to pay out my large winnings in full. Sorry for writing so much, but I always feel like something's missing 😬
Thank you very much for your help
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1 month ago
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Hello Tomas,
I received a reply from casino manager Henry Luxford, which I am forwarding to you. He is trying to justify the reduction of my winnings with rules that don't apply to my case at all:
1. Real money deposit instead of no-deposit: Henry refers in his email to limits for free spins without a deposit (€50). This is factually incorrect. I deposited €120 of real money to receive the 'VIP Chain Bonus Step 6'. It is clearly a deposit bonus.
2. Discrepancy with the system data: As my screenshot proves, the bonus was listed as 'Completely 0 wagering requirements'. Henry now claims retrospectively that there is a 10x win limit. However, this limit was never displayed to me before or during the game.
3. Proof of Manual Reduction: The casino's system accepted my withdrawal request for the full amount of €4,200. If a technical limit of €1,500 had been in place, the software should have automatically reduced the amount upon completion of the 'wagering requirement 0'. The fact that I was able to request €4,200 and the €2,700 were only manually deleted many hours later proves that the casino is acting arbitrarily and violating its own system rules.
Thanks
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1 month ago
Dear Patuniiia,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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1 month ago
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Stefan, the casino has now blocked me from all games, but I still have access to my account and my history. I've sent Henry the requested information. Thanks.
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1 month ago
Dear Patuniiia,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Jet4bet Casino to join this conversation and assist in addressing the complaint.
Dear Jet4bet Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 month ago
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"I deposited €120 and received a 10% no-wagering bonus (€12). The casino is now trying to treat a real money win like a free bonus. Stefan, please note: The 10% bonus I used didn't mention a 10x withdrawal limit or a €1,500 limit directly in the offer. The casino is now retroactively trying to apply rules from the general terms and conditions that weren't visible when I purchased the bonus."
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1 month ago
TranslationStefan, please also note: The casino didn't react immediately. Only 8 hours after my win was my account suddenly blocked for 30 minutes. When I was able to log back in, the €2,700 had been deleted and only €1,500 remained, which doesn't comply with the 10x wagering requirements. Unfortunately, I didn't take a picture, but when I won and wanted to take a screenshot of the offer, it was gone. It was a VIP bonus with a minimum deposit of €120 to receive a 10% bonus with zero wagering requirements and 50 free spins. I didn't win anything from the free spins.
They lied to me in chat to get me to cancel and re-pay the money, promising me VIP priority and immediate payout. I just had to let them know I'd requested a new payout – unbelievable! And then nobody contacted me for three days. Outrageous!
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1 month ago
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Hi Stefan, I saw on Trustpilot that Jet4bet has been using this tactic quite a few times. Another player reported the exact same thing: documents are rejected without reason, and even CasinoGuru has already closed a case against this casino because they didn't respond. This confirms my suspicion that they are systematically trying to prevent withdrawals. Thousands of euros have already been stolen.
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear Stefan,
Thank you for your time and attention to this case.
We have sent our explanation via email, including the relevant details and supporting information. We kindly ask you to review it at your convenience, and we remain available should any further clarification be needed.
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1 month ago
TranslationI'm curious to see what they sent 😕Best regards
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4 weeks ago
Dear Patuniiia,
I hope this message finds you well.
I would like to inform you that we are currently discussing your case with the casino outside of the complaint thread due to the sensitive nature of the information involved. We will update you with the outcome as soon as possible.
Dear Jet4bet Casino,
I have responded to your email and will be awaiting your reply.
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4 weeks ago
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The casino has officially excluded me from further bonus promotions because I was too successful. The email states in black and white that I can now only play with 'real money'. In addition to the delays, the casino has now also blocked my loyalty program. I can no longer exchange my collected points for bonuses. This is a purely harassing measure, as I can still deposit and play normally, but I'm excluded from the benefits of the loyalty program simply because I won 😕
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4 weeks ago
Dear Stefan,
We have provided additional clarification and supporting information via email regarding this case.
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3 weeks ago
TranslationHi Stefan,
I want to update you on the current situation. The casino is once again delaying the payout of a total of €800 (real money).
Although my account has already processed withdrawals and should therefore be considered verified, the casino is once again exceeding the 72-hour deadline stipulated in its own terms and conditions (section 11.14).
It seems to be a deliberate tactic to withhold legitimate profits for as long as possible. Thank you.
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3 weeks ago
TranslationHi Stefan, quick update: The casino has just successfully processed the €800 payout after 72 hours 😵💫
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3 weeks ago
Dear Patuniiia,
I am glad to hear that. Could you please confirm whether you have received the payment to your bank account?
I look forward to your resposnse.
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3 weeks ago
TranslationHi Stefan,
The money has just been credited to my bank account. The payout of €800 has therefore been successfully completed.
Thank you so much for your help with this step! Now I would like to ask you to continue working on clarifying the remaining €2,700.
Best regards, Patrycja
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3 weeks ago
Dear Patuniiia,
Thank you for confirming the payment.
Could you please let us know whether you have requested additional withdrawals of 1900€?
I look forward to your response.
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3 weeks ago
TranslationHi Stefan,
Thank you for your support. I would like to add one important detail: Since the incident on March 30th, in which €2,700 were wrongfully deducted from my account, I have continued to use the casino.
I have made multiple deposits and also won money. These winnings were paid out to me in full – albeit always after more than 72 hours. This clearly proves that my account is verified and that the casino generally recognizes my winnings.
There are currently no further outstanding payment requests from my side (not even the €1,900 that may have been mentioned). The only remaining claim is the €2,700 that was deducted from my payment on March 30th. Sincerely, Patrycja
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3 weeks ago
TranslationThe casino recently paid me out €800. However, this money comes from new deposits and winnings I made after March 30th. It has nothing to do with the €2,700 that was taken from me on March 30th.
I have no other outstanding payments (not even €1,900 or anything similar). The €2,700 is still completely missing.
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3 weeks ago
Dear Jet4bet Casino,
Thank you for your eamil. I have responded to it and will be awaiting your reply.
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2 weeks ago
Dear Stefan,
Thank you for your response.
We have replied via email and provided additional clarification regarding the calculation and application of the bonus limitation in this case.
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2 weeks ago
Dear Jet4bet Casino,
Thank you for your response and continued cooperation.
I have responded to your email and will be awaiting your reply.
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1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
