Jet Casino - Player’s withdrawal is delayed.

The casino, without any significant reason, asked me for a video selfie and then blocked my withdrawal for 31 days...

I've only been playing with them for a few days and have made just a few bets on very popular events

Dear kaczka381,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you still have access to your casino account, but you are not able to request a withdrawal? Have you accumulated your winnings with or without an active bonus?

Also, do I understand correctly that you only focused on sports betting?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes...I have access to my account

I ordered a withdrawal and then it was blocked for 31 days

I played sports betting, I didn't take any bonus, I just played some very popular bets

I don't understand the policy of the casino, first they make sports available to bet on and once someone bets on sports they get blocked and accused of playing unfairly

Thank you very much for your reply, kaczka381. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Okay... I sent it

Could you please clarify when exactly the investigation started?

03.08 2023 then what I ordered the payment

I read a lot of opinions on the internet and the same practice was used among many people, or when someone played sports, their withdrawals were blocked

If a casino doesn't allow their customers to play a spot, why do they offer it?

Alright, at this point there are only a few days left, so I would recommend that we wait until the casino completes the investigation. I understand that a delay like this can be frustrating, but sometimes casinos perform more thorough checks and they take more time. I will keep this complaint open, so please let me know if there is anything new in the meantime.

Thank you for your patience and understanding.

Okay thank you... I'll keep you well informed

Dear kaczka381,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The funds were transferred to my account... The complaint can be closed as resolved, but I think that such treatment of customers by the casino is very bad, that a customer is immediately suspected after making several bets.

Dear kaczka381,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru