JetsetSpins Casino - Player's account is closed and withdrawals are delayed.

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Dear Jamesgn17,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi,

thank you

it was exclusively slots that I played

yes I’ve contacted them numerous times and they have explicitly said and quoted their term 3.1 (I believe) that management has the right to block a players account at anytime without notice and at their discretion. They have just repeated that and refused tO give a reason. Just so happened to coincide with me trying to cash out

I believe it was without a bonus. Real funds

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, Jana (jana.k@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,

Attila

Thank you

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact JetsetSpins Casino outside this complaint thread and let you know any new information once I receive it.

Hi Jana.

thank you, just so you aren’t blindsided by them. They previously mentioned, commitment to refunding my deposits, which has been done in the most inefficient and ineffective manner possible. To date they have refunded one $40 aud deposit and supposedly sent another $30 however this is no where to be seen.

I estimate they owe another $140 in deposits at current. however this was before I realised the clauses set out by the commission and I’m well within my rights for them to pay me my 280 euros in winnings that they refused to pay by way of account ban.

just thought I’d mention so they don’t play this off as though they are actively addressing anything. It’s taken 20 days to send $40 and they have not committed to mentioning how much in total I should be receiving and why my last XRP deposit of $80 aud wasn’t sent back first which would be immediate.

apologies for jumping back and forth between currencies.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana