The player from Germany has tried to collect her winnings, Unfortunately, due to unsuccessful KYC verification, withdrawal was denied. After a closer examination, we ended up rejecting this complaint as unjustified.
Jet Casino - Player’s struggling to withdraw her winnings.
Amount: €15
Jet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I made a 250 win in this Casio a few months ago. As a result, I had to verify myself with all the trimmings. The payment then worked. Now I deposited 15 EU and wanted to play. I then entered a bonus, which didn't work. So I went live chat. I was then informed that this bonus is not for players from Germany. I was then informed of another bonus. Everything okay. Finally, they said they wanted to talk to me about a technical problem. My profile account/name would not match my ID. I didn't even know what was meant. Eventually I was accused of cheating. Until I figured it out. I mistyped my birthday when registering. A bit of transposed digits. And next to my name was my nickname, which was already there as a username. When entering my automatic entry help was triggered. I noticed all this when I pressed save. I wanted to correct it immediately, but I couldn't. Anyway, I clarified that with the chat and should be changed. I didn't look and then forgot. After months I had this gain of 250 EU and I was not told anything like that it is not right there. I felt like I had to submit my documents a hundred times. Over and over again. With a selfie and all the trimmings. I understand the whole thing with verifying that everything is correct. But if you have to constantly upload everything again and I'm told nothing of the sort has arrived then that's strange too. But after a few weeks everything worked out. Now, months later, I had forgotten the whole thing again, I then paid in these 15 EU. And suddenly I was accused of cheating. The lady in the chat didn't want to believe me that this was a mistake and that I couldn't correct it myself. Also probably not from the live chat that wanted to do this didn't interest her. I was accused of fraud. I should make a video ID. But I don't want this, because I know for sure that if I win, it won't be discussed anyway and I'll have to do it all over again. Also, I don't want to have any videos of myself on the web now. Photos do it very well from their current quality. I was so annoyed about the fraud allegation that I no longer want to support playing there at all. I would also like to have the 15 EU back although I know that casinos don't do this anyway. I find the whole thing an insult. There are now so good and ferry casinos that I no longer need a jet casino.
Kind regards
Tatyana L*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear TattaLoe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, there is not much we can do for you in this matter. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future.
If you have entered an incorrect Date of Birth and nickname instead of your real name, you should inform the casino straight away before placing any deposit. Have you notified the casino, please? If there's any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hi.
I wrote that this information was not intended at all but was probably entered with my automatic writing and I didn't notice it right away. I only noticed it when I pressed save. I was then unable to undo it and informed the live chat about it and it should be fixed by the casino. Communication between casino and player is very poor. It is not addressed at all if you as a player want to correct something, even if you are asked about it. I don't think it's right to be presented as a fraud and not to be able or allowed to correct something at all.
Of course there are people like that, but not everyone is like that. If someone has some knowledge of human nature, everyone can tell from the answers. I have no difficulty with verification it is made a difficulty at this casino. I have no problem with verification at other casinos and I don't care about the 15 EU it's about the way you are treated as the player may be leaving a lot of money there. But as soon as it comes to payouts, this casino gets really weird.
Kind regards
Tatyana L*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear TattaLoe,
Do I understand correctly that you noticed your mistake right after registering your account? Is there any relevant communication between you and the casino that would show that you requested the correction of your personal data? Please forward it to petronela.k@casino.guru?
Public
Public
2 years ago
Translation
Hi.
Yes, I noticed the error immediately and reported it. The bug should also be fixed. Unfortunately, I didn't take a screenshot of the conversation and didn't receive anything else of the same kind from the casino.
Automatic translation:
Public
Public
2 years ago
Please understand, TattaLoe, that it would be preferable for future references that you do not play at all if you notice that your personal information is not correct. If you have informed the casino about the mistake but it wasn't fixed you shouldn't continue playing. Please understand that incorrect DOB and nickname instead of your real name are unacceptable mistakes. Additionally, you are unwilling to pass the video verification.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Public
Public
2 years ago
Translation
Hi.
And yes, I understand that this is not acceptable if the names and nicknames or anything else is misspelled. The casino must be able to understand it exactly.
But I'm concerned here with the way in which you are treated right there. Everyone makes mistakes and I pointed them out. But, the casinos and there are certain ones underneath, also like to twist something with the documents in order to not have to pay out a payout as long as possible. And that's not correct either. Sometimes you have to endure 6-7 attempts with the documents. And again and again it says we need this or that document even though it has already been sent 5 times.
Automatic translation:
Public
Public
2 years ago
Dear TattaLoe,
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Public
Public
2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
