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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jet4bet Casino.

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

• Could you please describe the mechanism by which you receive the bank statement from your bank? (generated in bank application, delivered via email, etc.)
• Have you provided the explanation regarding the foreign IBAN that the casino asked about? Did the casino accept your explanation to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

Dear Tomas,

Thank you for your feedback.

I download my bank statements directly from my bank's online banking and then upload them to the casino (Jet4bet). I'm a bit surprised by the "foreign IBAN" mentioned, as I don't use a foreign IBAN and therefore don't know what the casino means by that.

In the casino itself, I played exclusively slots, taking advantage of an 80% bonus offer.

I hope this information is helpful and thank you in advance for your support.

Best regards

Ricardo *****

Sehr geehrter Tomas,

vielen Dank für Ihre Rückmeldung.

Meine Kontoauszüge lade ich direkt aus dem Online-Banking meiner Bank herunter und anschließend im Casino (Jet4bet) hoch. Bezüglich der angesprochenen „ausländischen IBAN" bin ich etwas verwundert, da ich keine ausländische IBAN verwende und daher auch nicht weiß, was das Casino damit meint.

Im Casino selbst habe ich ausschließlich Slots gespielt. Dabei habe ich ein Bonusangebot genutzt von 80% Bonusguthaben.

Ich hoffe, diese Informationen helfen Ihnen weiter, und danke Ihnen im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Ricardo *****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear RicardoS,

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 Jet4bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Jet4bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo,

Thank you for your message and your support in processing my case.

Since opening this complaint, I have again contacted Jet4bet Casino directly to resolve the issue. Unfortunately, as before, I tried to explain the situation in detail in both German and English – but to no avail.

Every time I just get the same standard answer:

"Please provide the original version, an official statement from your bank: no cropping, compression, or resizing."

Unfortunately, my actual concern is not addressed, which makes solving the problem even more difficult.

I therefore sincerely hope that your mediation will help the casino to address the situation more closely this time and find a concrete solution.

Thank you in advance for your effort and support.

Best regards,

RicardoS

Lieber Kubo,

vielen Dank für Ihre Nachricht und Ihre Unterstützung bei der Bearbeitung meines Falls.

Seit der Eröffnung dieser Beschwerde habe ich mich erneut direkt an das Jet4bet Casino gewandt, um das Problem zu klären. Leider habe ich, wie auch zuvor, sowohl auf Deutsch als auch auf Englisch versucht, die Situation genau zu erklären – jedoch ohne Erfolg.

Jedes Mal erhalte ich lediglich dieselbe Standardantwort:

„Bitte legen Sie die Originalversion vor, eine offizielle Erklärung Ihrer Bank: keine Beschneidung, Komprimierung oder Größenänderung."

Leider wird dabei nicht auf mein eigentliches Anliegen eingegangen, was die Lösung des Problems weiterhin erschwert.

Ich hoffe daher sehr, dass Ihre Vermittlung dazu beiträgt, dass das Casino diesmal genauer auf die Situation eingeht und eine konkrete Lösung gefunden wird.

Vielen Dank im Voraus für Ihre Mühe und Unterstützung.

Mit freundlichen Grüßen,

RicardoS

Hello Kubo and RicardoS,

Thank you for your patience while we reviewed this case. We would like to clarify that the player’s account was closed following an administrative decision. At this stage, the account is undergoing a standard verification procedure, which must be completed before we can proceed any further.

To finalize this process, we are still waiting for the player to submit an original selfie taken directly from the device (without any cropping, compression, or resizing). The photo should show the player holding their ID document along with a lined or checkered sheet of paper with the handwritten text: "Hello Jet4bet, [current date]". All details must be clearly visible, and the player’s hand holding the documents should also be visible in the image.

Once we receive the correct version of this selfie, we will be able to move forward with resolving the case.

Dear Jet4bet Casino,

According to the player’s response to your email, he's not aware of the British IBAN mentioned. Could you please clarify where this IBAN originated from? Have you received any documents from the player that include this IBAN?

Thank you for your cooperation and assistance.

Dear Kubo,

We requested clarifications regarding this account because the account used by the player to make deposits in our casino has been consistently funded from a British account.

Best reagards,

Jet4bet Casino team

Hello Kubo,

I wanted to inform you about the current status of my case with the Jet4bet casino.

Today I unexpectedly received the following email from the casino:

Dear Ricardo,

We would like to inform you that your verification has been successfully completed, and you are now able to withdraw your funds.

Thank you for your understanding!

Best regards,

Jet4bet Casino Support

I am now curious to see whether the payout will actually be made and am currently waiting to see if the money is transferred.

As soon as I receive a response or receipt of payment, I will inform you immediately.

Thank you again for your continued support in this case!

Best regards

Ricardo

Hallo Kubo,

ich wollte dich über den aktuellen Stand meines Falls mit dem Casino Jet4bet informieren.

Heute habe ich überraschend folgende E-Mail vom Casino erhalten:

Dear Ricardo,

We would like to inform you that your verification has been successfully completed, and you are now able to withdraw your funds.

Thank you for your understanding!

Best Regards,

Jet4bet Casino Support

Ich bin nun gespannt, ob die Auszahlung tatsächlich erfolgt und warte momentan ab, ob das Geld überwiesen wird.

Sobald ich eine Rückmeldung oder den Zahlungseingang erhalte, werde ich dich sofort informieren.

Vielen Dank weiterhin für deine Unterstützung bei diesem Fall!

Beste Grüße

Ricardo

Hello Kubo,

I would like to thank you once again for your support in my complaint against Jet4Bet Casino.

I have now received my money, which is of course a relief.

Nevertheless, I'm very disappointed with the casino's behavior. The payout was only initiated after I had to file a complaint here on CasinoGuru – and that shouldn't really be necessary with a reputable provider.

Thank you again for your help and dedication! Without your platform, I probably would have had to wait forever for my money.

Best regards, Ricardo

Hallo Kubo,

ich möchte mich noch einmal herzlich bei dir für deine Unterstützung in meiner Beschwerde gegen das Jet4Bet Casino bedanken.

Ich habe inzwischen mein Geld erhalten, was mich natürlich erleichtert.

Trotzdem bin ich sehr enttäuscht vom Verhalten des Casinos. Die Auszahlung wurde erst veranlasst, nachdem ich hier auf CasinoGuru eine Beschwerde eröffnen musste – und das sollte bei einem seriösen Anbieter eigentlich nicht notwendig sein.

Nochmals vielen Dank für deine Hilfe und euren Einsatz! Ohne eure Plattform hätte ich vermutlich ewig auf mein Geld warten müssen.

Beste Grüße Ricardo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RicardoS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo