Jet Casino - Player’s account has been closed due to unclear rules.

I registered at Jet Casino, filled out all the information about myself, uploaded a photo with my passport and a selfie with it for verification, then activated the welcome bonus and made a deposit. My currency was Ethereum, and the deposit amount was 0.15 ETH, around 350 euros. The bonus was 100% of the deposit and 500 free spins (I did not activate the spins). After that, my total balance, including bonus funds, was around 700 euros, and I went to play a slot by the provider Pragmatic Play called Fortune of Giza, with bets of 20 euros. I won 7800 euros and continued playing with bets of around 5 euros. I met the bonus/wager requirements, and my balance was approximately 7300 euros. I requested a withdrawal, then had to contact the administration through support chat to confirm the withdrawal address. Everything was approved, and after about 12 hours, my account was blocked for video verification. I wrote in the chat and started the video verification process and answered questions related to my account, after which I was told I need to wait about 72 hours. Now, my account is blocked due to a violation of the site rules, specifically 18.2 and 18.3. The rules are very vague, and in the chat, they refused to explain the reason for the block in more detail. I do not agree with this decision as I used the platform honestly and followed all the rules. Additionally, please note that I am currently using a VPN on the Casino Guru site because my internet provider does not allow me to access it directly, but I played in the casino without using a VPN.

Dear Rach,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this: 

"1.2.6 Any granted bonus has a limit regarding the maximum bet placed to wager the bonus. If the rules of a specific bonus do not specify the maximum percentage/amount of the bonus bet allowed, then no more than 5 € of the placed bet shall be used to wager the bonus. For players from Finland, no more than 3 € of the placed bet shall be used to wager the bonus." 

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards,

Dominika

The casino blocked me under points 18.2 and 18.3, I ask for your help to sort this out

Hello!

I'm leaving for work for five days. I hope when I get home you can give me an answer.

Dear Rach, could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello! I do not store screenshots of dialogues with the casino

this is what the casino writes to me

the photo was taken on 11.09.2004 at 10:40

I also duplicated it to your email

Thank you very much, Rach, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.