Jet Casino - Player's account closed and winnings confiscated.

Hello! Here's the situation. On 07.31.23, I registered at Jet Casino and made a deposit of 0.33 ETH, which is 556 in euros. I played various slots and won 3700 euros. After that, I requested a withdrawal. The next day my account was blocked, so I reached out to customer service. They asked me to undergo video verification for additional account checks, which I successfully completed. The next day, however, I still couldn't access my account. I contacted support again, and they informed me that my account had been deleted and the funds had been debited.

Hello pivoks2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did the casino explain the reason of the block?

Looking forward to your answer.

Regards,

Nick

Hello. I registered at the casino on 07/31/2023. When you make a deposit, you get a 100% bonus and free spins. August 2 was the last communication with the casino, they asked many different questions about my activity. According to them, the profile was deleted for violating clause 18.2.

Hello pivoks2,

Did the specify what exactly did you breach? Did the casino refund your deposited amount since they close your account?

Hello. Only the point of infringement was clarified. The funds were not returned.

Hello pivoks2,

Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Hello. The casino didn't send anything, no email.

Hello pivoks2 and thank you for all the information provided so far. As we will require additional information from the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck with your case.

Regards,

Nick

Hello there,

Thank you pivoks2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jet Casino for their help in resolving this complaint. We would like to know why was the player blocked after verification and what can we do to help resolve this issue.

Thank you!

Hello, dear representative and player! In this case, the player violated clause 18.2 of the rules and unsuccessfully passed the video verification, we are ready to provide all the details and evidence to you by email, Peter.

Best regards,

Jet Casino!

Dear Jet Casino Team, thank you very much for the update. I would appreciate it if you could provide all the details and evidence to my email (peter.c@casino.guru). Thank you in advance!

Dear Peter! After consulting with our administration, we offer the player to undergo repeated video verification by contacting the chat, after this video verification we will be able to either change our decision or provide official evidence to you.

Best wishes,

Jet Casino!

I'm glad to hear that! Dear pivoks2, let us know if you have passed the video verification and if you need any further assistance. Thank you in advance!

Hello. Yes, I will be tested. I’ll write as soon as I get there.

Good afternoon. Today I tried to go through verification, but they wrote to me that my account cannot be unlocked. I tried to explain, but they always write to me that nothing can be done.

Hello dear player! We apologize for the situation, the operator who advised you was a beginner, we ask you to contact the chat again, where you will be provided with proper advice and video verification.

Best wishes,

Jet Casino!

Hello. Yesterday I went through video verification again, I’m waiting for my account to be unlocked

I just tried to log into my account, but it doesn’t work.

Dear pivoks2, the casino representative has provided me with the official evidence. As you have answered incorrectly to multiple questions the casino has the right to block your account as stated in their terms and conditions:

8.23 The Company reserves the right to require primary and secondary account verification at any time and to use additional tools and procedures for verification, if necessary. In order to verify your user account, the administration has the right to ask you to provide an ID document (including, but not limited to, a copy of your passport/ID card/any payment card used, recent public utility charge statement in your name or any other document confirming your identity). In addition, the Company reserves the right to ask you to confirm your identity via a video call or by sending your documents by mail. If these requirements are not fulfilled, the Company has the right to temporarily deactivate your user account until the requirements are fulfilled and/or close the account. If the information you provided is found to be inaccurate, the Company reserves the right to block your account and cancel withdrawals.

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.