Jet Casino - Pelaajan voitot on takavarikoitu.

Hello,

I would like to report a serious issue regarding Jet Casino and request your assistance.

I played on their platform for several hours (around 7 hours) on the slot game "Book of Aztec" (Novomatic). During gameplay, I gradually increased my bets, reaching up to 300€ per spin. I was playing normally and also received bonuses during the session.

After this session, my balance reached approximately 259,000 EUR. I have screenshots proving this, and their support team also confirmed this balance.

However, when I requested a withdrawal, my account was placed under verification. After the review, they informed me that my winnings were "illegitimate" under clause 8.20, without providing any specific explanation or evidence.

They refused to:

Provide any proof of rule violation

Explain what exactly I did wrong

Share any report from the provider

They only stated that the decision was made by the provider and is final.

I believe this is unfair and I am requesting your help to investigate this case.

I can provide all screenshots and evidence if needed.

Thank you in advance.

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.

Dear GeorgeMakhara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Jet Casino.

To assist you better and investigate this matter thoroughly, I would like to ask you a few questions:

• Could you please provide your game and betting history, along with the screenshots you mentioned?
• Have you been informed that your account or bets are under verification?
• Were you asked to provide any additional documents (KYC), such as ID, proof of address, or payment method verification? If yes, have you already submitted them?
• Did you use any bonuses, and if so, do you believe you met all the bonus terms (wagering requirements, bet limits, etc.)?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Hello,

Thank you for your response.

I would like to provide the requested information:

I did NOT use any bonuses at all. All my gameplay was done with my own deposited funds.

My balance reached approximately 262,000€, which I was trying to withdraw.

My account was fully verified (KYC completed successfully). I submitted all requested documents, and they were approved.

I was NOT informed about any ongoing investigation or verification before my account was permanently blocked.

Suddenly, I received an email stating that my account is permanently banned and all winnings are canceled, without any clear explanation or valid reason.

Additionally, my account has been completely removed/closed, and I no longer have access to it. My betting history is no longer visible, which makes it impossible for me to review or provide full records from within the account.

I strongly believe that I did not violate any terms and conditions. I played fairly and followed all the rules.

I am attaching all available screenshots, including:

Game and betting history (what I was able to capture)

Account balance

Communication with Jet Casino support

Please help me investigate this case, as this situation seems extremely unfair.

Thank you in advance.

Best regards,

Nika

Dear GeorgeMakhara,

Thank you for your reply and for the information provided so far.

To help us better understand your case, could you please clarify the following:

• Have you used a VPN, created multiple accounts, or shared your device/IP address with someone else, even unintentionally?
• What exact reason did the casino give for withholding your withdrawal or restricting your account?
• Did you provide all the requested verification documents within the specified timeframe mentioned by the casino?
• Could you share any additional communication with the casino (screenshots, emails, or chat records)?

You can send the documents to petra.h@casino.guru or upload them directly to the complaint thread.

Thank you again for your cooperation.

Hello Petra,

Thank you for your message.

Please find my answers below:

I have NOT used any VPN at any time.

I have NOT created multiple accounts, and I have NOT shared my device or IP address with anyone.

I used only one personal account, and all activity was done by me.

The only reason provided by the casino was a general reference to clause 8.20 and a "provider decision."

They did NOT provide any specific explanation, rule violation, or evidence to justify withholding my winnings.

I have fully completed the KYC verification process and provided all requested documents within the required timeframe. My account was successfully verified.

I am attaching ALL available communication with the casino, including chat conversations and emails, as well as all screenshots I have (gameplay, balance, and account status).

Additionally, I would like to emphasize that:

I played using my own funds (no bonuses used)

My balance reached approximately €262,000

My account was blocked only after I attempted to withdraw my funds

I strongly believe that I did not violate any terms and that this action by the casino is unjustified.

Thank you for your assistance, and I hope you can help resolve this matter.

Best regards,

Nika

Thank you for your reply and for providing the previous details, GeorgeMakhara.

Could you please provide the communication in another format, as the one you sent via email is not accessible to me? You can try to upload it directly to this thread.

Once I have sufficient evidence, I will proceed with the next step of the resolution process.

Thank you again for your cooperation.

Dear GeorgeMakhara

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.

Kind regards,

Petra

Thank you

Thank yoi

Dear GeorgeMakhara,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Jet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Jet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Kubo,

The funds were debited in accordance with paragraph 15 of Terms and Conditions. We've sent you an email to jakub.m@casino.guru.

Best regards,

Jet Casino

Hello Kubo,

Thank you for continuing to examine my case.

I would like to emphasize once again that:

I did not use any VPN

I did not create multiple accounts

I did not share my account, device, or IP address with anyone

I fully completed the KYC verification process successfully

I used only my own deposited funds and did not use any bonuses

At this point, the casino has referenced different Terms and Conditions clauses (previously clause 8.20, now paragraph 15), but I still have not received any clear explanation, evidence, or specific description of what exact rule I allegedly violated.

I kindly ask Casino Guru to carefully review whether the operator has provided any actual proof supporting the confiscation of approximately €262,000 and the permanent closure of my account.

I am fully cooperating and willing to provide any additional information if needed.

Thank you again for your assistance and time.

Best regards,

Nika

Additionally, I would like to say that I am open to a fair compromise in order to resolve this matter peacefully. While I still strongly believe that I did not violate any rules, I would be willing to consider a partial refund/settlement of the confiscated funds as a reasonable solution.

Thank you again for your time and assistance.

Dear Jet Casino,

Thank you for the additional information you provided. I have responded to your email with some further inquiries, and I would greatly appreciate your prompt attention to my questions.

Thank you for your cooperation.

Dear Kubo,

Please check our recent reply via email.

Best regards,

Jet Casino

Dear Jet Casino,

Thank you for providing the crucial information and evidence related to this case.

Dear George Makhara,

Unfortunately, the casino has presented definitive evidence concerning the issue that occurred between April 17 and April 18, 2026. The details shared are confidential and internal; therefore, both the casino and our organization are unable to disclose this information publicly. That said, the glitch has been made public, and you may find additional information at the following link: https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Furthermore, it has been determined that a significant portion of your balance originated from this technical glitch, and necessary adjustments have been made to your balance.

Regrettably, in this instance, we are unable to assist with refunding the winnings obtained during the slot breach, as such circumstances are atypical, and must reject your complaint as unjustified.

We appreciate your understanding, and I sincerely apologize that we could not provide a more favorable resolution. Should you encounter any further issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to support you.

Best regards,

Kubo