Jet Casino - Player’s withdrawal has been withheld.

First of all, before I deposit, I ask the support about the requirements. The operator said minimum 50 euro deposit, even though it was 15 euro. Then I send him the link and he apologized.

Then I play, complete the requirements for wagering, and try to withdraw. 5 hours nothing from JET. I asked the support whether I can upload anything to speed up the process. Now he asks me to take a selfie and wait for a call by the operator.

Then an extremely low voiced operator starts asking me weird questions like "which games did you play?". Somehow I managed to get through his questions. Then, him and the chat operator guaranteed me that I was verified and my money was on the way. It was just 200€, nothing major.

The next day I log on and they have added a free spin bonus to my account, and cancelled the withdrawal. FOR NO REASON WHATSOEVER.

And they took away 70€ of my 200, leaving 130 on my account. Again, FOR NO REASON. And right now they're trying to wait it out, not even answering on chat.

I completed verification, didn't accept any other bonus, played completely by the rules, and they still found a way to F me over. This is not just a waste of money, they stole hours and hours of my life.

Dear onecash,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your winnings have been reduced, not cancelled completely? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

If there’s any relevant communication, please forward it along with your deposit history to petronela.k@casino.guru.

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

Best regards,

Petronela

Jet has answered and delivered. They sent me 129€, still 70€ missing from what I won and withdrew originally, but I consider this case closed. I will not deposit there anymore and that's that.

Thanks anyways!

Hi dear Göksu and Casino Guru.

Thanks for your message.

I have investigated your complaint in detail.

First of all, I want to apologize for the support's mistake of about 50 EUR. He really misspoken about a minimum deposit, but then corrected himself in the chat and provided the right information about 15 EUR.

As I can see, the verification process hasn't taken much time of yours. Indeed, our support requested extra verification, specifically a selfie with an ID and a call from an agent. This check is done for the security purposes of our players, especially when it comes to crypto which you used.

Let me explain the issue about debiting 71 euros from your Casino's balance.

You took a WELCOME BONUS on the first deposit. While placing bets, you got several bonuses, the winnings from which you didn't take away and left in the slots. After you've completed wagering the bonus, you opened those slots where you got winning and took away all the money, which are obviously not bonus money anymore (as the bonus is completed).

Now let me be more specific:

You received three bonuses in Golden Glyph, Midas Golden Touch, and Kraken's Lair on 13th October 11:08, 11:22, and 11:25 PM respectively. You finished wagering WELCOME BONUS on 13th October at 11:32 PM. After that, you entered every game which I mentioned and took 48,75 EUR in Midas Golden Touch at 11:41 PM, 16,12 EUR in Golden Glyph at 11:38 PM, and 7,30 EUR in Kraken's Lair at 11:35 PM. In total, 72,07 EUR, minus your bets in the amount of 1,1 EUR what gives 71,07 EUR.

By doing these actions, you violated the 15.6.8 paragraph of rules, which sounds like: "If you in possession of an active bonus, and obtain free spins in any slot, you should complete wagering before switching to another game. Betting with bonus money in any other game with uncompleted free spins and other bonus games at hand will be considered as a deliberate violation of the casino rules. If such violations are detected, the Casino reserves the right to refuse to make any payouts and/or confiscate all winnings received as described above and block the account of the player who used such a strategy.".

That's why all unfair winnings were debited from your balance. Nonetheless, 129 EUR was withdrawn successfully and your account has not been blocked after violating Casino rules.

Have a good one,

Alex,

Casino Representative.

Thank you very much, Alex, for detailed clarification. Your help in this matter is very much appreciated.

Dear onecash,

Could you please comment and confirm that you are aware of such action? Do I have your permission to close this case as resolved? Thank you very much in advance.

Hello all,

I don't claim the missing 70€. But as far as being more specific, let me do the same :

I was playing Golden Glyph and Midas almost simaltanously. The windows were still open, I took a little break and opened them. Never closed the tab on these games. Then I went to Kraken Lair, got a bonus, then I had to refresh the tab (which propably caused this mess). Then I opened the bonuses. And I have to admit, I wasn't even aware of that being outside of the rules, didn't even cross my mind. But I didn't go on a deliberate bonus hunt.

At the end of the day, it's normal that you take advantage of every wrong-doing on the customers side. A little warning would've brought me back as a customer but whatever. Again, I consider this case closed and I don't claim anything. And thanks to CG for dealing with this.

Cheers

As the problem has been explained and successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, onecash, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru