The player from Brazil has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
Jet Casino - Player claims that payment has been delayed.
Amount: 1,200 R$
Jet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good Morning,
I've been trying for two days to withdraw an amount of
BRL 1200.00 from my Jet Casino account more to no avail.
I've tried numerous ways to withdraw by PIX and Bank Account but always as cancelled.
07/28/22
・ Loaded "ID card" and "ID card + selfie photo".
・ The identity verification document submitted was approved and I requested a withdrawal.
・ Withdrawal has been canceled
7/29/22
・ Re-attempt to withdraw and withdraw has been cancelled.
・ When I contacted support, I received the following responses.
・ "The balance you are about to withdraw is treated as a bonus"
・ "Withdrawal funds can only be made after making a deposit equal to the bonus amount in your account by submitting the withdrawal request and after wagering this deposit three times.
I read the terms of withdrawals and bonus withdrawals on the site in advance, but I couldn't find any of these rules.
It strikes me as a trap that casinos are getting unreasonable conditions for late withdrawals because they are reluctant to withdraw large amounts of money.
I hope this matter is resolved (withdrawal performance).
Automatic translation:
Public
Public
2 years ago
Dear Ronanhrs,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
