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I played at Jettbet using a bonus. According to the bonus rules, winnings during the bonus wagering period can only be withdrawn up to five times the bonus amount. This limit was met because the balance was reduced to €5,000 after fulfilling the bonus requirements. My balance at that time was over €9,500.

The problem arises after that:

After the bonus was fully completed, I continued playing with real money and won an additional €2,000. These winnings were generated after all bonus conditions had been met.

Jettbet later cancelled these winnings and my €500 payout, even though the bonus conditions had already been met and completed.

The core of the dispute:

I believe the deletion is unlawful because:

the bonus conditions had already been met

the payout limit was applied correctly,

and the cancelled winnings no longer fell under the bonus rules, but were regular real money winnings.

According to your bonus terms and conditions:

"1.2. All winnings obtained while using the bonus are limited to a maximum payout amount of 5 times the granted bonus. Any balance exceeding this limit will be cancelled before payout."

Simply put:

The provider Jettbet is not adhering to its own bonus rules!

Ich habe bei Jettbet mit einem Bonus gespielt. Laut Bonusregeln dürfen Gewinne während des Bonusumsatzes nur bis zum 5-fachen des Bonus ausgezahlt werden. Diese Grenze wurde eingehalten, indem das Guthaben nach Erfüllung der Bonusbedingungen auf 5.000 € reduziert wurde. Dabei lag mein Guthaben bei über 9.500€

Das Problem entsteht danach:

Nachdem der Bonus vollständig erfolgreich abgeschlossen war, habe ich weiter weiter mit Echtgeld gespielt und dabei zusätzliche Gewinne in der Höhe von €2,000 erzielt. Diese Gewinne entstanden nach der Beendigung aller Bedingungen des Bonus.

Jettbet hat später dennoch diese Gewinne gestrichen und meine Auszahlung von 500 € storniert, obwohl die Bonusbedingungen bereits erfüllt und abgeschlossen waren.

Kern des Streits:

Ich bin der Ansicht, dass die Streichung unrechtmäßig ist, weil:

die Bonusbedingungen bereits erfüllt waren,

die Auszahlungsgrenze korrekt angewendet wurde,

und die gestrichenen Gewinne nicht mehr unter die Bonusregeln fielen, sondern reguläre Echtgeldgewinne waren.

Laut Ihren Bonusbedingungen:

"1.2. Alle Gewinne, die während des Einsatzes des Bonus erhalten werden, sind auf einen maximalen Auszahlungsbetrag von dem 5-fachen des gewährten Bonus begrenzt. Jeder überschrittene Saldo wird vor der Auszahlung annulliert."

Einfach gesagt:

Der Anbieter Jettbet haltet sich an seine eigenen Bonusregeln nicht!

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Hello,

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

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

• Would you be able to provide records of your winnings being capped twice, such as screenshots from your player's account?
• Did you contact casino support regarding the issue? Did the casino confirm this was a deliberate decision?
• Have you managed to withdraw any of the remaining winnings so far?
• Is your player's account verified and accessible to you?
• Could you please share with me your communication with the casino regarding the issue and other evidence? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

As you can see in the first image, the €5,000 were deducted after I had fulfilled the bonus conditions. Around €5,470.00 were deducted, and that is completely in line with the terms and conditions and the T&Cs.

As you can see in the second screenshot, almost €2,000 were deducted a second time after I had again fulfilled the conditions. Unfortunately, I think they have probably deleted the game history related to this, as I cannot find it in my profile.

In the third image, you can see the winnings that were deducted from me the second time, including which game it was, and when it took place. This is something I was still able to find. I am also happy to share the link to it. (Replay Manager | Hacksaw Gaming)

I would not have been able to purchase the free games for 250€ at all if I had not fulfilled the bonus conditions.

I have already contacted support, and they are unwilling and unable to help me with this.

So far, no payout has been made, but I have already requested the first withdrawal.

My account is accessible and verified.

Hello MrPeken,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear MrPeken,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you MrPeken for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jettbet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello MrPeken,

We are truly sorry to hear that this was your experience.

As you mentioned in your complaint, you used a bonus with a maximum payout limit of 5 times the granted bonus of €1,000. You requested multiple withdrawals and successfully claimed your full €5,000 in winnings.

You also referred to our Terms & Conditions, specifically:

"1.2. All winnings obtained while using the bonus are limited to a maximum payout amount of 5 times the granted bonus. Any balance exceeding this limit will be cancelled before payout."

This means that the maximum withdrawable amount from this bonus is 5 times the granted bonus. To clarify, the player cannot continue playing with the winnings in order to win more, as the maximum amount tied to this bonus is €5,000. Therefore, once you successfully withdrew the maximum amount, any remaining winnings were not eligible and were deducted in accordance with the terms.

Kind regards,

JettBet Casino

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

Dear MrPeken,

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,

Peter