The player from France, after a vacation in Albania where he signed up and played at Jet Casino, continued to game upon return to France. The player lost 4,000 euros and is now requesting a refund, because the platform is prohibited in France. Since the casino has not blocked the player's account due to him being from a restricted country and has not confiscated his winnings, we rejected the complaint.
Jet Casino - Player demands a refund for playing in a restricted country.
Amount: €4,000
Jet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I was on vacation in Albania from 08/30/2023 to 09/07/2023. I decided to sign up for Jet Casino, and played a bit during my stay in Albania. On the 7th, I returned to France. Jet Casino is prohibited in France, but I continued to play, even though my access should have been cut off in France, I am requesting a refund of the lost amounts from the 7th, which adds up to 4000 euros. Can you please help me?
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1 year ago
Dear levishyska,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you passed the KYC verification?
Has your account been blocked due to the fact that you are from a restricted country?
Have you made any successful withdrawals from this casino before?
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
Veronika
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1 year ago
Translation
Hello, my kyc verification was passed during my vacation in Albania.
My account has not been blocked even though I have French papers and live in France.
Yes I have already made withdrawals.
I am a compulsive gambler despite that they did not take into account that I come from a banned country, I ask that they reimburse me please.
Thank you for helping me because I find myself in difficulty because their charter was not respected by themselves.
Yours sincerely
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1 year ago
Have you informed the casino about your gambling problem? Have you requested to be self-excluded due to gambling addiction?
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1 year ago
Translation
No, I did not tell the casino that I had a gambling problem, I thought that my access would be blocked when I returned to France on September 7, 2023, because they do not have the right to operate in France , because it is governed by French law.
In France two years ago I asked the authorities to exclude me from online gambling.
I hope I answered your questions
THANKS
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1 year ago
Dear levishyska,
Since the casino has not blocked your account due to France being a restricted country and none of your money has been confiscated because of it, I'm afraid there is nothing we can do now to assist you. From our point of view, the players are not eligible for deposit refunds, when the casino allows them to register and play even if they are from a restricted country. The real issue would arise if the casino were to seize funds from players residing in restricted territories, who had registered and deposited with true and accurate personal information.
Furthermore, Jet Casino operates under a valid Curacao license, so they do not hold any information regarding players self-excluded in France. Therefore, unless you specifically requested exclusion from gambling at this particular casino due to addiction, I must regretfully inform you that you do not meet the criteria for deposit refunds.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
