JetTon Casino - Player's account has been closed.

1. Chronology of events

Account registration date: August 10, 2026. From the moment of registration until the blocking, the platform accepted my deposits, allowed me to place bets, and made no complaints.

On August 22, 2026, I submitted a standard verification application, including all the requested documents. According to your rules, the review period is 72 hours. A response was provided only after almost the entire period had passed, on August 24, 2026.

August 25, 2026 - At your request, I additionally completed video verification, during which my identity was confirmed directly by a platform employee. According to your rules, the review period is 14 days. I received a response only on August 4, 2026, well past the maximum allowed time.

04.08.2026 - instead of the video verification result, I received a notification about the account being blocked, citing a violation of the rules prohibiting multiple accounts.

At the time of the block, my balance was 3,150 USD. I was not provided with a list of accounts identified as linked to mine, nor was I provided with a description of the technical details of the connection. The decision was declared final without any explanation.

2. My position on the merits

I declare clearly and unequivocally: I have not registered or used more than one account on your platform. I have not transferred access to my account to third parties, have not acted on anyone's instructions, and have no connection to any other accounts.

I would like to point out that I have completed video verification, a procedure specifically designed to confirm that the account is owned and managed by the stated person. My identity was confirmed in person, in the presence of one of your employees. Accusations of multiple accounts, brought after successfully passing such verification, require particularly compelling evidence, which I was not provided.

3. Violations on the part of the operator

3.1. Systematic use of maximum deadlines. Both verification procedures were reviewed at the end of the maximum allowable time: 72 hours and 14 days, respectively. A single delay is understandable due to workload, but the repeated use of the maximum deadline for each stage indicates intentional procrastination rather than a thorough review.

3.2. Inconsistent actions. If suspicions of multiple accounts existed from the outset, the operator was obligated to immediately suspend deposits and gaming activity, rather than continue accepting my funds throughout this time. If suspicions arose during verification, they must be supported by specific evidence obtained during the verification process.

3.3. The blocking is timed to coincide with the completion of verification. Verification is a mandatory condition for withdrawal. A blocking that occurs precisely when all obstacles to payment have been removed objectively appears to be a way to evade obligations. I'm not claiming this was your intention, but that's how it appears from the outside, and that's how it will be assessed during a third-party dispute review.

3.4. The burden of proof lies with the operator. You are the one alleging a violation of the rules, and therefore, you are the one responsible for substantiating it. Failure to disclose the basis makes the decision arbitrary.

4. Requirements

4.1. Unblock my account and restore full access to my balance.

4.2. Report the results of the video verification: whether it was deemed passed, and if not, on what specific grounds.

4.3. In case of refusal to unblock, provide a written, reasoned decision containing: the exact clause of the rules; a list of accounts recognized as linked; specific technical indicators of the link, indicating the dates and times; the date the suspicions arose; information about who made the decision and when.

4.4 Ensure that the decision is reviewed by a human, not an automated system.

I am interested in resolving the issue and expect an objective investigation.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JetTon Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding accusations made against you and the explanation you provided to the casino in return? 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

I was a player for a little less than a month; my gaming account was blocked on September 4, 2026. I was betting on eSports on CS2 and playing the Fisherman slot a little. I reached my balance through sports betting. The casino responded that they weren't considering unblocking my account.

Thank you for your reply, Shershula.

I’m sorry to say I don’t have good news. If your account was blocked after placing predominantly e-sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.