Jettbet Casino - Pelaajan kotiutusmahdollisuus on rajoitettu.

HI

I opened an account with Jettbet and did not have the bonus. I was told i needed to bet 5 x my deposit which was 20€ before i could withdraw. I did this and then I sent all my documents to be verified. I won 300€ and went to withdraw but the only option is to withdraw into a bitcoin account or e wallet which i have nothing to do with. I have told them this on chat and email and have just been told that i can only withdraw with the options i have. I have asked about the terms and conditions which state that withdrawal should be made to the same account as the deposit. I made my deposit using a debit card. I have asked them to send me the money by bacs or bank transfer and they have said the same that it can only be one of the options available to me. They have now said that there is a technical issue with card and bank transfer which I do not believe.

I have asked for the money which i have won sent to me. I do not know anything about e wallets or bitcoins.

Please help

Hello clairemitchell52,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jettbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• When was the last time you spoke to the casino and what was it about?

Please note that if you can deposit with a method, it does not mean you can always withdraw with it. The player has to use a method which is available in the casino to withdraw with.

Looking forward to your answer.

Regards,

Nick

Hi

There was an issue with my statements so my account shows as in progress but i emailed Jettbet and they confirmed it had been verified and I could withdraw the funds but only in the way i have said.

Their terms and conditions state that the withdrawal should be the same as the deposit, this isnt something i thought. I had an email from them yesterday but they have not responded. Please note, the balance is now 175 €. Thanks

Hello clairemitchell52,

Unfortunately, this is not something we or the casino can affect. The player has to simply use the available payment methods.

Please also note that the casino may request a minimum deposit with the new payment method to verify it.

Let us know once you requested it through an available payment method.

Regards,

Nick

HI

I do not have any access to Bitcoin or cyptocurrency. I would never have used this site if I had known, I looked at the withdrawal terms and conditions before I deposited any funds. I dont understand why they are not able to transfer my winnings to me. They have access to transferring money.

Thanks

Claire

Hi, Can you please let me know how I am to get my winnings out if I do not have the ability or any idea how to use cyprotcurrency and if this was made clear at the start i would not have opened an account with them.

Thank you

Claire

Hello clairemitchell52,

The only way is to either use crypto withdrawal or as you mentioned, there are e-wallets available to withdraw with as well.

Hi

I have tried to withdraw using one of the cyprocurrency and this has been cancelled. I am at a loss with how I am meant to get my winnings out. Why can they not send me a bacs transfer.

Thanks

Claire

Hello clairemitchell52,

Did the casino specify the reason of rejecting your crypto-transfer?

Please forward any communication between you and the casino related to this issue to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

HI

I have sent the email from Jettbet. They are questioning the format used, put I used what I got from online. I have explained, that I have no idea how to use Bitcoin or any other type of Crytpo currency. I am at a loss what else I can do.

Thanks

Claire

Hello clairemitchell52,

Can you please advise what format did you use previously, and also the wallet provider you used?

If you have opened a crypto wallet - every currency there should have an address where to receive the balance - this has to be put into the withdrawal request.

You can try to forward some screenshots from the wallet so maybe we can help you assist you with the request.

Looking forward to hearing from you.

Regards,

Nick

Hi, I have used Bitcoin and Litcoin and neither of them work. I have added the code that has been informed but this does not work either. I just dont understand why they are not able to send me the funds by bank transfer and close my account.

Thanks

Claire

Thank you clairemitchell52 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello clairemitchell52,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Jettbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Jettbet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

The relevant information has been relayed to Casino Guru.

Best regards,

JettBet Casino

Hello clairemitchell52,

It appears that you are using the wrong format of the Bitcoin address. You will need to provide a valid Bitcoin address to withdraw the funds.

Could you let me know once you request a withdrawal?

I'll be awaiting your reply.

Why are they not able to send the money.i know nothing about bitcoin or anything. I wouldn't have used them if had known. How do I even open a bitcoin account.

Thank claire

Dear Jettbet Casino,

Would it be possible to withdraw the funds using another payment method other than cryptocurrency?

I'll be awaiting your reply.

Dear All,

We have provided the relevant information to Casino Guru.

Best regards,

JettBet Casino

Hello clairemitchell52,

Due to regulations, you can withdraw the funds only via selected cryptocurrencies: Ethereum, Tron, Bitcoin, and Litecoin.

We have a guide on how to create and use an Ethereum wallet: https://casino.guru/ethereum-casino-guide. Please be aware that Ethereum might have higher fees, and it would be more suitable for you to create other wallets like Bitcoin etc.

Please let me know if you have any problems following the guide.

I'll be awaiting your reply.

Hi I have followed the steps to set this up and sent the payment but nothing has come into the account.

I'm at a loss here.

Thanks Claire

Hello clairemitchell52,

Please be aware that the payments are not instant and the casino needs to process the payment first. This process may take even a few days. We usually recommend the players wait at least two weeks until we intervene.

Dear Jettbet Casino,

Could you please state whether the player's withdrawal was processed?

I'll be awaiting your reply.

Hi

This has worked now. Funds received and all good. Thank you for all your help

Dear clairemitchell52,

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,

Stefan, Casino.Guru