Jet Casino - Player encounters withdrawal issues due to hidden bonus rules.

I won €9.5 in free plays to try out a casino I was unfamiliar with... this amount had to be played 45x before I could make a withdrawal...thus after fulfilling this requirement I ended up with a total of €100, from which I could only withdraw 10x the value of the winnings from the plays, up to a maximum of €100. I went through the entire verification and withdrawal process, only to have it rejected because I could only draw €95.5 (9.5x10)–up until then everything seemed fine, so I attempted to withdraw again...once again it was rejected. They then decided that I would have to deposit the same amount I had won €95.5 and play the amount 3 times before I could withdraw. They claimed that I had agreed to the bonus rules. They promoted the casino with a bonus and assigned me plays on another game they saw fit, with hidden rules not mentioned in the advertisement. If they do this for €95, I can't imagine what it would be like with a larger amount. I definitely do not recommend this casino! There is no transparency at all!

Dear Pataksjd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you make any successful deposits before?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi. I haven't made any deposit. I waited for the survey to be successful to find out if it was a serious site. There were no extra account verification requirements. They could have asked for a deposit for verification but that was not the case, €95.5. That I would have to bet enough times to withdraw the 95 I won. It's absurd. I only got 9.5 from the plays, the rest was earned in real balance that they gave me for playing the 45x.

Thank you for your reply, Pataksjd. Could you please forward me the conversation in which the casino informed you that you must make this deposit and wager it in order to withdraw your winnings?

Good afternoon. My account has been permanently blocked, I do not have access to the conversation

Did you receive any explanation regarding the closed account? Do I understand correctly that the account was closed with the remaining balance (€95.5) still in it? If you received any message with the explanation, please forward it to me.

I had this amount earned with bonuses. Now they wanted you to deposit another 95 and play 3 times that amount to unlock the winnings again. In other words, 2 unlocking phases. Claiming rules that were not in the bonus code.

I asked them to close the account permanently because they weren't honest for a small amount...I imagine if it was a large amount. That's why I don't have access to the conversation. They deleted the account immediately

Thank you very much, Pataksjd, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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 Pataksjd,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello, dear player and representatives of the casino. We have carefully studied the information on this issue and want to inform you that the player used no deposit bonuses on several projects of the Company without making a deposit between them. According to rule 10.6: "In case of a repeated use of no deposit cumulative bonuses on the Company's sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void." The player agreed with these rules when registering.

Best regards,

Jet Casino!

I did not accept this hidden rule. Even though I used no deposit bonuses I never withdrew funds from these bonuses. I did what I had to do. This has never been said to me, why now? What do I have to do with other projects if they use different names? To do this, they should not accept the same player in other projects. If they accept it, don't you have to connect one thing to another or is it just what suits you?

Dear Pataksjd,

I apologize for the situation, but if the casino's statement is accurate, I suggest complying with their request to deposit. The rule they mentioned is standard and typically results in immediate confiscation of winnings. The fact that the casino team allowed you to keep those winnings is a positive outcome. Is there anything else I can help you with?

Play 95x3 these values?

Dear Jet Casino team,

Thank you very much for your cooperation. Please, can you confirm that the player only needs to wager the deposited amount 3 times?

Dear Jozef, that's right. The player had to make a deposit equal to the balance amount and wager the deposited amount three times.

Best regards,

Jet Casino!

Dear Pataksjd,

As I mentioned, typically you would lose the winnings in a similar situation. In this case, the 95EUR winnings will be yours; you just need to deposit an additional 95EUR and wager it 3 times or, in the worst case, lose it. So you can only gain; the rest is up to you. Is there anything else I can help you with?

Dear Pataksjd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we must reject this case as the player has ceased responding to our messages and questions.

The player can reopen this complaint anytime.