Jet Casino - Delay in player's withdrawal.

Hi,

I started a withdrawal in 5th Jan, but they reclined because the documents. I send all requested and after that the attendant said my money is gone paid until 2hs.

As the money was not deposited, I went back to the chat and the attendant changed the conversation and said that my money would not be paid before 31 days.

I opened a complaint because this already happened in mrsloty and after the 31 days nothing changed and I have fear this to be repeated on Jet.casino.

Remembering also the 590 BRL i have withdrawal , I still have 810 BRL on my account.

Dear ricardogelatti,

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

• Could you please advise if it was your first withdrawal in this casino?
• Have you accumulated your winnings with or without an active bonus?
• Do I understand correctly that your withdrawal is still pending inside your account without being processed?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi,

Could you please advise if it was your first withdrawal in this casino?

Yes

Have you accumulated your winnings with or without an active bonus?

Without bonus, I only made bets in sports

Do I understand correctly that your withdrawal is still pending inside your account without being processed?

Its right

Was your account successfully verified already?

Yes, all the documents requested been aproved

Thank you very much, ricardogelatti, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi ricardogelatti,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Jet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello dear Casino Guru and dear player ricardogelatti!

Following a thorough examination of the player's profile, our team of specialists has determined that additional verification is necessary, as stipulated in clause of our rules 10.4. "The JET Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential."

Best regards,

Jet Casino!

Thank you for the response, Jet Casino. Could you please also specify when the additional verification started and what you estimate as the latest day when the player can expect to get the results of the review?

We'd like to keep this complaint open until the player is informed about the results of additional verification.

Dear Casino Guru!

The additional verification started on January 5, 2024, and is anticipated to extend until February 5. However, the precise conclusion date remains undetermined.

Best regards,

Jet Casino!

Thank you, Jet Casino.

Dear ricardogelatti, so the additional verification may be finished in a week. Please, let us know if there will be any progress until 5th February. So far I'll set the timer for 7 days for you.

Ok,

I'll wait the time. But i think they are only retaining my money without meaning.

I only made 5 bets on period(i sent the print below) , theres no much to examine.

Thank you for specifying this, ricardogelatti. Additional verifications may be conducted for many reasons, so I hope it is just a part of a standard procedure.

Hi,

I received the payments yesterday.

Thank you all.

Dear ricardogelatti,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru