Jet Casino - Player is struggling to withdraw his winnings.

Hello, my story with this casino starts like this: I deposited 20 reais and lost, then they released a code in a live, it was a code without deposit of 100 reais with a 20x rollover, I played for a few days and managed to roll over of 20x, and my balance was available for withdrawal, I had about 200 R$, I tried to withdraw the amount, but it returned to the balance, I spoke with support, they asked me to deposit at least 20 R$ and place bets with it, I I deposited 20 reais and bet, even so I couldn't withdraw the balance, I continued playing and increased my balance to 2,300 reais and I'm still not managing to withdraw my "available" balance, so I contacted support again, and they told me that I would have to deposit the balance amount (2,300 deposit) and roll over 3x to release the account, it's impossible for me to deposit that amount if they don't even let me withdraw, how can I trust? I just want to withdraw what is rightfully mine, because the only bonus rule was to roll over 20x for the balance to become available and I managed to do it.

Dear brunoduardo,

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

I checked the screenshots you submitted.

Do I understand correctly the casino asked you to complete additional wagering of your winnings? From the screenshot, I can only see you were asked to bet an additional 20 BRL.

When did the casino ask you to deposit more funds? Could you please share the conversation between you and the casino about the issue? Post it here or send the chat transcripts to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

First they asked me to make a deposit, but they didn't tell me the amount of that deposit, so I deposited 20 R$, and I played normally, I made 3x the amount of that deposit, then I went back to talking to the support who would have already done what they asked, they repeated it again for me to make a deposit, always changing the deposit amount without explaining anything, I was confused, I made another deposit of 20 reais because I wasn't going to deposit a high amount if I wasn't trusting the site. and I continued playing, then after many attempts, the support told me that I would have to deposit the total amount of the balance and bet 3x that amount, I was revolted, I didn't want to deposit anymore, because I thought they were cheating on me, anyway, I'm with available balance of 2,307 reais which is the balance of roll over + deposit and I can't withdraw it. when we win it's a sacrifice to withdraw, when we lose nobody says anything. the only rule of the bonus was to roll over 20x and I did, and I had already made the deposit even before using the code.... any deposit I made was combined with the balance available for withdrawal.

Thank you very much, brunoduardo, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hello brunoduardo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Jet Casino to join the conversation and participate in the resolution of this complaint.

Dear Jet Casino,

Can you please explain the player's situation in more detail? Why do you need him to deposit amounting to his current balance in order to withdraw his winnings?

Thank you.

Kind regards,

Tomas

Nice to meet you, Brunoduardo! Dear player, we apologize for the misunderstanding that has developed in the chat, the operator really provided you with not quite correct information, initially, you needed a deposit for the balance amount and a wagering of X3 according to the rules clause 10.6 " If a no deposit cumulative bonus is received but we suspect fraudulent activity, we reserve the right to ask you to make a deposit equal to the wagered bonus funds in your account at the time the withdrawal request is submitted (not less than 100 BRL), and ask to wager the deposit three times".

But according to the rules of our website, your winnings should not exceed X10 of the bonus amount, paragraph 10.2 of the rules "The maximum winnings available for withdrawal after wagering a no deposit bonus or no deposit free spins are 10X the bonus amount unless otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the game balance once wagering requirements are met or when a withdrawal request is submitted". At the moment, the amount that you exceeded has been canceled, and the remaining amount - 1040 reais on the balance is available for withdrawal. We regret that this information was not provided to you in the chat, and we also show loyalty to you and give you the opportunity to withdraw your winnings (X10 according to the rules of the site) without any requirements + your 2 deposits of 20 reals.

Best wishes,

Jet Casino!

Thanks for understanding @jetcassino , but as you can see I'm trying to remove 1040 in the pix as mentioned above but without success.

I come here again to file the conversation with jet casino support after their response on the guro casino website, according to support, jet casino's response here on the website is not official ....

Good morning ! Finally the balance transferred to my account, thanks @cassinoguru for the support. I hope this does not happen to other people , and about Jet ... I will never put 1 real on this site again . Extremely bad support.... they ate 1200 R$, but it's all right. Better 1040 than nothing.

Dear brunoduardo,

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,

Tomas