Jet Casino - Player’s withdrawal has been delayed.

Good Evening,

I requested a withdrawal which delay a lot. And today, 29/05/2023 I entered the website again, and they locked my account. The account has 3175 euros.

Dear LAMPROS95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good Evening

I probably didn't let you understand the problem correctly. I will put it in chronological order. First, I requested a withdrawal from my account of 1500 euros. The withdrawal was very delayed so I contacted them via live chat (for which there are also screenshots I can send you). In the chat they informed me that the process has been passed to the relevant department and it can take up to 31 days. So I stopped playing in their casino for two days. After two days I tried to log back into my account and my account was locked. Of course I contacted them directly and they said they blocked my account as per rules 11.1.2 and regulation 11.1.6. However, they didn't give me any more information about what I did and blocked my account. My account has 3,175 euros inside. What should I do to solve the problem?

Thank you, LAMPROS95, for the clarification. I have checked the general terms and conditions, and this is what I found (here):

The following activities are prohibited and shall be considered a material breach of these Terms:

•  Provision of information to third parties;

•  Use of any system (including machines, computers, software or other automated systems such as bots etc.) designed specifically to forecast game results, make bets, and perform any other activities that may affect game results;

•  Committing fraudulent acts for your own benefit, including the use of stolen, duplicated, or otherwise illegally obtained credit or debit card information for depositing to your account;

•  Participation in criminal activity, including money laundering and any other activities implying criminal liability;

•  Attempting to, making and/or intending directly or indirectly to collude with other players when gaming on the Website;

•  Develop strategies aimed at gaining dishonest winnings, fraudulent actions with respect to other online casinos or payment service providers, credit card chargebacks or renunciation of prior payments, as well as other types of fraud; provision of false personal information by players that have been declared bankrupt at their place of residence.

All the abovementioned rules are too general and vague to understand the reason why your account was blocked. If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru. Looking forward to hearing from you.

I deny everything the company accuses me of. I have sent you to your email the snapshots of the conversation I had with the company

I'm sorry, but I couldn't open any of the forwarded files. Could you please try to resend it in a different format? Thank you in advance.

hello, i just send you an email with a zip folder wich has inside the screenshots

I sent you an email two days ago. Kindly send your screenshots without compressing them into a ZIP file, as we do not accept zipped files for security purposes.

I just sent you an email that inculed a PDF documents with all the screenshots

Thank you, LAMPROS95, for your email. Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? 

I played live casino games

Thank you very much, LAMPROS95, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi LAMPROS95,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Jet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

Nice to meet you, Tomas and the player!

According to the provider in whose games the player placed bets, the player used third-party programs to predict the results of the game.

Point of rules on our site - 11.1.2 and 11.1.6 of the rules (use of any systems (including machines, computers, software or other automated systems, such as bots, etc.) to predict the results of the game, place bets and any other actions that may affect the result of the game)

That's the reason, why the player's profile was blocked (point 11.2 and 11.2.1). We can send you proofs directly, there's an official provider's answer.

Best regards,

Jet Casino!

Dear Jet Casino,

If that is the case, could you please forward me that reply from the game provider to my email address? (tomas.k@casino.guru).

Let me know once you do so. Thank you very much.

Kind regards,

Tomas

Hello, Tomas! I've sent you proofs to an email and waiting for your feedback!

Best wishes,

Jet Casino!

Dear Jet Casino,

May I please ask you forward the official statement from the game provider to my email address? Please let me know once you do so.

Thank you very much for your cooperation.

Kind regards,

Tomas

Hello, Tomas! I've already sent you another message with the official statement from the game provider.

Best regards,

Jet Casino!

Dear LAMPROS95,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - clauses 11.1.2 and 11.1.6.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Jet Casino, for providing information and for your cooperation.

Best regards,

Tomas