Jettbet Casino - Player's account issues and limits not respected.

Hi! I made the mistake of not checking reviews before I started at a new place. The casino is called Jettbet. Started playing on 25/3. Made deposits of several hundred in small deposits of 20-30 euros. Was assigned a "vip manager" quite quickly but had big problems getting verified despite ID, bills, cards, tax office, bank (iban, transactions,) etc. Yes, you get the idea. So getting a withdrawal was basically impossible. The second withdrawal I tried was quite small. Was also rejected because each deposit had to be wagered 5 times the deposit which is completely deplorable. (Missed 4 euros in wager) so deposits without a bonus have to be wagered 5 times. Avoid these scammers. And it took 2 days to get that message. In my frustration over poor customer service where live support constantly says that you should email them about every question you have and a manager who was gone with the Wind most of the time. Anyway, since I have a gambling problem, I chose to set a deposit limit. I chose the amount 0. They don't have a function where you set it yourself, you have to contact them. So I chatted with support several times. They noted my request but did nothing about it. They said I should email support and I did so several times. I have proof. Their T&C states that reduced limits are implemented immediately. I'll send it too. And my manager found out about it when he was quick to contact me. The bottom line is that the next day I wanted to bet a little again and to my surprise I was able to make deposits even though I explicitly asked for a 0 limit. So I wonder if I have the right to request a refund of these over 400 euros from that weekend when I wasn't allowed to make deposits at all. Jettbet is adamant with their demands and rejected several withdrawal attempts for various reasons. Then they should be strict with their own rules regarding limits too?

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Dear Thisisbs,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for the detailed description and the screenshots provided — they are very helpful. From what I understand, there are two main concerns here: the wagering requirement applied to your deposits, and more importantly, the failure to apply your requested deposit limit of 0 despite multiple requests.

To better assess the situation and determine whether the casino may have failed in its responsible gambling obligations, I would like to kindly ask you to clarify a few points:

• On which exact date and time did you first request the deposit limit of 0?
• Did you clearly state in your communication that this request was related to gambling concerns or loss of control, or was it a general request to limit deposits?
• After your request, did the casino explicitly confirm that the limit had been applied?

If you have any additional supporting evidence (full conversations, transaction history, or screenshots of deposits made after your limit request), please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi! General request. Been sitting with the live chat but they only send auto-replies that you should email every single question you have. Have requested gpdr. Regardless, I have sent at least 3 emails asking them to set my limit. Even my "manager" unexpectedly heard back confirming that he had seen it but he did nothing about it either. I think it is associated with serious fines if they ignore people's requests to set game limits. Sending several emails and from Jacob at jettbet who heard from support I wanted a limit. Also sending transactions. Want to point out in the previous email regarding their T&C where it says that if a player sets a limit, it applies immediately. Just saying. They have now closed my account and are absent. Not a sound from anyone

Missed you wondering about times. Attached from email. Yes they were aware that I want a limit and it should be implemented immediately as said. It also says in their T&C that it is immediately without exception. If I want to change the limit again, it is associated with a so-called time penalty. Yes they notified my manager as said but according to support all requests and changes should be emailed to support and I have done so several times, some of which are answered and others are ignored. For example, I have not received any response now for over a week. I have not received any confirmation of my request for a refund since my limit was set. I have emailed both support, manager, kyc team. No one has responded. Live support says the same thing all the time that I have to email but it is only an auto-response/auto-reply with the same answer so it is doubtful if it is a real person sending the same thing over and over again. Can you not blacklist this company and help me get back deposits made 1 day after my limits were set. They have already confirmed they knew if I wanted these but ignored to introduce them which is completely against their own rules. Will send email again with times

I also send all conversation on whatsapp with manager. I say specifik several times there aswell to respect my deposit limit. Wich he are not. Im not sure what mote evidence u

Hi Thisisbs,

Thank you for your message and the additional information provided — I really appreciate your cooperation.

Before we proceed further with your complaint, I need to establish one important detail. Could you please send me the exact URL of the Jettbet website you were using?

I attempted to review their Terms and Conditions, particularly regarding deposit limits, but I was unfortunately unable to access the website from Sweden.

Having the correct link will allow me to verify the relevant rules and assess your case properly.

Thank you in advance for your reply.

Strange. So it's jettbet.com I access it from Sweden.

Sending the link that appears in the field. Plus a PS.

https://jettbet.com/en

Does it take 10 days to check a few lines in the T&C? Or did I miss sending some info? Mvh

Hi Thisisbs,

First of all, please accept my sincere apologies for the delayed reply.

Thank you very much for your patience and for all the information and evidence you have provided so far — I truly appreciate it.

I have also carefully reviewed the WhatsApp communication you shared (see screenshot above). From this conversation, it appears that your VIP manager mentioned that you had made several different requests at the same time, including:

• setting a deposit limit to zero,
• requesting account closure,
• discussing withdrawals, and
• receiving or discussing bonuses.

The manager then suggested proceeding step by step, prioritizing the withdrawal first, and asked to cancel other requests temporarily.

Based on this, I would like to clarify a few important points:

• Is it correct that you agreed to prioritize the withdrawal (€72) before proceeding with other requests?
• Did you at any point clearly confirm that you still wanted account closure or a strict deposit limit applied immediately, regardless of the withdrawal?
• Most importantly, did you explicitly inform the casino (in any of your communication) that your request was related to a gambling problem or loss of control?

These details are crucial for our assessment.

Please understand that it becomes significantly more difficult to proceed with a case if:

• multiple requests (limits, closure, bonuses, withdrawals) are made simultaneously and may appear contradictory, or
• the casino was not clearly informed about the reason behind the request (e.g., gambling problem).

The screenshot suggests that the casino may have interpreted your requests as mixed or changing priorities, which can impact how they handled the situation.

Thank you.

No! I asked for the deposit limit to be set to 0 already my second day there and continued to ask for it via support/mail Several times. The conversation you can see on the email also clearly states that my manager has seen my request for a deposit limit and he does not mention anything else in it. It was not respected that time either. When he brings it up on whatsapp it is at a later time. I got the impression that he would compensate me after the withdrawal was made which you can read about on whatsapp. Again their terms and conditions are crystal clear. A player's limits are set immediately and if you want to change your limit then it is with a time aspect. Ignoring such limits is not okay with their license holder, right? So they have made a mistake and ignored my requests to get a limit several times even though they have been aware that I have asked for it several times. I closed my account after the manager stopped responding after the withdrawal. Yes then I mentioned gambling addiction and then they finally closed my account. To this day I have not received any response from any of them via email and the support refers that they only respond to emails! I have now spoken to you for over 3 weeks. I have sent all relevant correspondence where they clearly received my request to set limits. I have also asked for gpdr which they do not send out either, then I could have shown several conversations via chat. Then I do not really know what my deposit limits have to do with me trying to get my withdrawal. There are 2 completely different separate things that are not connected to each other. One is responsible for finance while my requests for deposit limits are handled by the support/manager. Which the chat has also said. And withdrawals have been pending for several days without them doing anything with it. So it feels irrelevant.

Yes i saw The print you sent me. I had not asked them account closure. Why would i do that when i have withdraw pending. And also i stated my limit was The most important! Again! What should i have responded he said he Will fix my withdraw first! U are saying limits cannot be set if i have an withdraw pending??? It took 48 hours to get it! I only made deposit limit demands time after time via mail since Day 2! And once again check thier T&C.

Here is also my request for gpdr. I have several request and not even 1 is replied. Dont They need to send this request Either? Or u mean since they claim i have other request with them they can ignore it?

Sorry, I misread it! No, I didn't have multiple requests. I just had the one about the deposit limit, which is clear. They just ignored it. Have a good day!

Hi Thisisbs,

Thank you for your messages so far.

At this stage, in order to proceed with your case, I need you to provide a clear and precise timeline supported by exact figures, as the current information is still too general.

Please clarify the following:

• The exact date and time of each deposit made after this request (after 26.3.)

At the moment, you are referring to "over €400," which is not sufficient for us to assess the case properly. We need specific numbers and a clear sequence of events.

If possible, please provide:

• Full transaction history (deposit list with timestamps)
• Screenshots clearly showing deposits made after your request

Thank you in advance.

I am sending a screenshot of all transactions made between 27/3 to 30/3. Then I am attaching a print screen of each individual transaction. I choose from the date 27/3 because I received confirmation from jettbet on 26/3 that they received my request then. I have sent it on previous occasions. I received it from Jacob on 26/3 at 14:55. Since they use different merchants to receive money and no single bank, it can look a bit messy. Is about 7800 sek if I calculated correctly. You also get some other payments but it applies to nexbric, key4ge1, cramp, oreach.

Tried to attach each one individually but your system said no so I'll send some plus a complete history

Thank you for sending the full transaction overview — this is very helpful and gives us a much clearer picture of the activity between 27/03 and 30/03.

Based on the screenshots and your calculations, it appears that the total disputed amount is approximately 7,800 SEK.

Before we proceed, could you please confirm that this figure is correct and that it includes all relevant transactions (Nexbric, Key4ge1, Cramp, Oreach)?

Once you confirm this, we will be able to move forward with a clearly defined claim.

Thank you again for your cooperation.

Hi! Yes, I can confirm that.

Dear Thisisbs,

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, Kubo (jakub.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.

Dear Thisisbs,

My name is Kubo, and I will be overseeing your complaint from this point onward.

If there have been any updates or new developments since your last correspondence, please feel free to share them with me.

As part of our standard procedure, I would like to kindly invite a representative from Jettbet Casino to join this conversation. Their involvement will help ensure a smoother and more efficient resolution to your case.

Dear Jettbet Casino,

Could you please provide a detailed explanation of this case? Specifically, I would appreciate clarification regarding the reasons behind the non-compliance with the player’s requests for setting up deposit limits and the closure of the account, which has resulted in significant losses for the player.

Thank you in advance for your cooperation and timely response.

Best regards,

Kubo

Dear Johnny,

We are sorry to hear that you were dissatisfied with our service. We would like to clarify a few points:

You contacted our support team on March 27th regarding setting your deposit limits to 0. As this was during the weekend, your request was escalated to one of our account managers, who contacted you the following working day.

Since then, you have made multiple requests via both our support team and your account manager, including requests to claim a bonus, convert a bonus you received to a different one, receive withdrawal assistance, as well as repeated requests to be contacted by your account manager and for your account to be closed.

Our dedicated account manager assisted you throughout all these requests. Once your withdrawal was approved on April 2nd, your account was then closed a few hours later, as per your request.

We fully respect your decision to set deposit limits and always aim to support our players in the best way possible. However, please note that our Terms & Conditions do not include an obligation to set deposit limits on a player’s account immediately upon request.

As mentioned above, your account has been closed as requested.

Kind regards,

Casino Jettbet

I have not asked for the account to be closed. I have said in emails and via support that I will close the account when everything is finished. Which I later did. It has nothing to do with anything else. Yes, then the fact that you rejected my 2 withdrawals on the grounds that it did not follow your T&C for various reasons is also something else. Regarding a bonus request, it has nothing to do with my deposit limit that was not respected, as I did not ask for a bonus with a deposit but a goodwill! It is clearly stated in your T&C what applies. Which it still states that if a player chooses to set a limit, it applies immediately and it is not clear in your T&C that you can choose for yourself when you choose to set it. Please send that letter from your rules. In addition, it was not a holiday on the 26th when it was made the first time. And I received confirmation that you received my request for a deposit limit. You have also not sent me any email regarding my request for both GPDR Which has been well over 1 month now and I have not received any email regarding my refund claim despite repeated emails to you. Not a single email.

You also say that I sent the request on the 27th. Why do I have an email from you dated the 26th where you mention it? I have asked for a refund since the 27th but I set my limits earlier. And the 26th was a Thursday and the 27th was then a Friday. The weekend started on the 28th.

Dear Johnny,

Thank you for your quick response. May you please clarify your complaint?

You have made many requests to our support team and to your account manager. As mentioned before, your withdrawal was completed on April 2nd and your account was closed afterward, as you requested.

Also, please provide a screenshot from our T&Cs which you believe implies that a player can choose their deposit limits and that they will apply immediately.

Kind regards,

Casino Jettbet

i asked your support and they tells me they set limits from players request even at nights and weekends.

Dear Johnny,

Players can request to set deposit limits on their account and we completely respect that.

You have made many requests to our support team about different topics on several different days, including during the weekend, until your account was closed. Please note that requests like that, especially when many are made together, can take a few hours or days. At no point have we stated that this would be done immediately, and we do not imply that in our T&Cs. If you have any more questions, we would be happy to help clarify.

Kind regards,

Casino Jettbet

Yes, of course there have been several requests. No one has questioned that. I made many requests that I wanted deposit limits, which both support and my manager confirmed. Nevertheless, you refused to set this despite me asking for it several times and you confirmed on several occasions that you had received this request from me. Therefore, I am requesting a refund for this reason. You have in your rules that I have the right to set this and support also confirmed it. It is a violation of your own rules on responsible gaming. And I am requesting a refund from the 27th and not the 26th when you were given another day after you confirmed from several sources. Up until the day I closed my account, you still had not set that limit. Can you attach the letter you claim is in your T&C that you do not need to set my request for deposit limits because I can only find the one that you set the limit immediately when you become aware of it. Are you going to refund me from the 27th? And when will my GPDR arrive?

Dear Jettbet Casino,

I understand that your Terms & Conditions do not explicitly require you to offer or apply deposit limits. However, I would appreciate clarification on why your customer support team confidently confirmed that deposit limits could be set for any player, only for this not to be implemented in the end, with the explanation later being that you are not obliged to provide such a feature.

This approach appears inconsistent and raises concerns regarding transparency and adherence to responsible gambling principles. If your support team communicates that responsible gambling tools are available, customers should reasonably be able to rely on those assurances.

I would appreciate a clear explanation of this situation and how it aligns with your commitment to player protection and responsible gambling standards.

Thank you for your response.

Dear Kubo,

As previously explained, we fully permit and support players who wish to apply deposit limits to their accounts. Such requests are treated with appropriate priority and handled in accordance with our internal procedures and responsible gambling obligations.

According to our records, Johnny contacted our support team on March 27th requesting that his deposit limits be set to €0. This request was submitted during the weekend. Prior to this communication, Johnny had already been engaged in ongoing correspondence with the Account Manager concerning account verification requirements and cashback-related matters.

Throughout the relevant period, the Account Manager continued addressing all requests submitted by Johnny, including but not limited to assistance with account verification, completion of the withdrawal process, repeated bonus requests, and general account-related support. Based on the communication history, Johnny’s primary focus remained the processing of his withdrawal request and receiving cashback bonuses, and therefore these matters constituted the primary subject of the interactions.

In addition, Johnny repeatedly requested closure of the account. Ultimately, the account closure request was actioned in accordance with his instructions. The requested deposit limits were not implemented separately, as the player’s primary objective was the completion of the withdrawal process followed by permanent account closure, which he expressly confirmed following approval of the withdrawal.

Please note that we maintain strict adherence to responsible gambling standards and applicable compliance procedures at all times. Consequently, the decision to proceed with the account closure was carried out in line with both the player’s expressed instructions and our regulatory obligations.

Kind regards,

Casino Jettbet

Dear Jettbet Casino,

Could you please provide a more detailed timeline of the events in this case?

Specifically, I would like to know the exact timestamp when the player requested the deposit limit to be set. You stated that this happened on Friday, March 27; however, the player received confirmation from the account manager, Jacob, on March 26 at 2:55 PM, acknowledging the player’s request regarding the deposit limit.

As I understand it, the requested limit was not set at all, and the account was later closed instead. Could you please confirm exactly when the player’s account was closed?

I would also like to clarify whether the account was closed under your self-exclusion/responsible gambling policy due to the player’s gambling problem, or whether it was processed simply as a standard account closure request.

Finally, I do not understand why the deposit limits could not be set due to the handling of the player’s withdrawal. Could you please explain the connection between these two matters?

Thank you for your cooperation.

Dear Kubo,

Thank you for your response. Please find the direct answers to your questions below.

The player initiated inquiries regarding limits on March 26, which was formally logged in our support system on March 27. The account was permanently closed on April 3rd following the successful processing of the player's withdrawal.

The account was processed as a standard account closure request based on the player’s explicit instructions, and part of the reason for it was our responsible gambling policy due to the player’s activity.

There is no operational dependency between a deposit limit and a withdrawal. However, under our platform's Terms and Conditions, we are not obligated to implement deposit limits, nor are we bound to a specific execution timeline for doing so.

While the administrative request was being reviewed, the player explicitly instructed us to close the account permanently. Because the player's primary, final objective was total account closure, manually adjusting deposit limits on an account that was being deactivated became entirely redundant.

The account remains permanently closed per the player's directive, and we consider the matter resolved.

Kind regards,

Casino Jettbet

Hi! I have not had repeated bonus requests. Had 1 for 50 euros I received. I have asked about my cashback and I had comments on my verification process even though I had sent in all the relevant information such as bank statements with iban/swift/my name, deposits to you etc., ID, Tax Agency, electricity bills, invoice for my accommodation with name and everything, copy of my payment card etc. And since you did not want to approve me after all that, it was not particularly strange that I did not want to be a player with you. If you are not approved, you are not allowed to withdraw money either. You also rejected 2 of my withdrawal attempts by referring to your T&C which is apparently your bible and what is written there applies without exception. In one case, it was 2 euros too little in the turnover requirement. Every deposit without a bonus must be wagered a full 5 times before a withdrawal can be made. And in the second case it concerned my cashback which also had to be wagered 5 times and I played up the bonus to about 100 euros of which I was entitled to withdraw 72 euros I think that's how the rest gets forfeited but you also cancelled it and said I had to withdraw 72 and leave the rest in the game account. So I had to wait 3 more days before I got the withdrawal. Also in this case reference was made to your written rules. But your other rules which are written clearly and clearly and which were also communicated and confirmed by your own support regarding my right to set a deposit limit and that it is set immediately, you can apparently do with it as you wish and even ignore it despite me asking for it repeatedly. I simply think it was ignored and that request was forwarded to my manager who chose not to set it. What you say about you waiting with it because you claim that I would close my account anyway is a weak argument. I was clear that no account should be closed before everything is clear, I was just as clear that I had asked for a deposit limit! Immediately after I received my withdrawal, I tried to get in touch with my manager because he promised me to look into compensation but he never heard back and then I went into the chat and voluntarily closed my account due to gambling addiction. The chat didn't even want to close my account at first. Now it's been some time since the termination and I have emailed you and also asked support about my GDRP with chat logs etc. have remained unanswered. The chat says I should email about this and I have done so 6-7 times without even getting a response. And the chat says as always that I shouldn't worry and that all emails will be answered. Which is also a lie and I have not received either the GDRP or a response to the email. I think it's shameful that you have T&C and refer to it when you are going to reject withdrawals but you change the rules when it comes to deposit limits. I think you should replace me from the 27th. Not sure what gaming license you are under but pretty sure that you are obliged to disclose GDPR and that they have comments that you are not following the T&C regarding healthy gaming.

Dear Thisisbs,

Thank you for your patience while we reviewed your complaint in detail.

After carefully considering the information provided by both you and the casino, we acknowledge that your claim raises valid concerns. In particular, we agree that when a casino offers deposit limits, these should be applied properly and handled with appropriate urgency. We also do not agree with the idea that submitting multiple requests should reduce the priority or importance of any of them. Each request should be assessed based on its seriousness and potential impact.

That said, based on the evidence available to us, your request to close the account appears to have been prioritized by the casino, even though a gambling problem was not explicitly disclosed at that time. The account closure was then completed within what we consider a reasonable timeframe.

In self-exclusion and account-closure-related cases, timing is a key factor in our assessment. To avoid potential procedural or timing abuse while a casino processes such requests, we allow casinos a reasonable period to complete the necessary internal steps. While closing an account may seem like a simple action from the player’s perspective, it can involve several separate internal procedures, especially when requests are handled through a VIP manager and must be escalated to the relevant departments.

Regarding the deposit limit, our assessment would likely be different if the limit had been confirmed as successfully applied but then failed to work. However, in this case, the requests were made through separate communication channels and required internal escalation, which appears to have contributed to the delay.

For these reasons, while we understand your frustration and agree that the casino’s handling of the situation was not ideal, we are unable to conclude that the circumstances justify further intervention from our side. Therefore, we must unfortunately reject your complaint.

I’m sorry we could not provide a more favorable outcome. If you experience any other issues with this or another casino in the future, please do not hesitate to contact our Complaint Resolution Center. We will be happy to assist you.

Best Regards,

Kubo