The player from Switzerland had requested two withdrawals totaling €1240 on July 3rd. Although the casino claimed the withdrawals were processed, the funds had not arrived in his account. Despite sending his July bank statement, the casino was not assisting and was ignoring his queries. After further investigation, the issue was resolved as the player successfully received his winnings back into his gaming account and was able to withdraw the funds without further delay. The Complaints Team marked the complaint as 'resolved'.
Jet Casino - Player’s withdrawals have been delayed for over a month.
Amount: 1,240 CHF
Jet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello,
On July 3rd, I made two withdrawals: one for 900 euros and another for 340 euros.
According to the casino, these withdrawals have been processed and completed.
However, the money has never arrived in my account.
The casino sent me a copy from the payment system, which supposedly describes the withdrawal.
As I said, the money has never arrived.
It's been a month now and I still haven't received anything.
I wanted to review all the withdrawals from July and compare them with my bank account.
However, I can only look back as far as July 11th, and the casino also refuses to send me a document listing all withdrawals.
What should I do?
I have sent the casino my entire July bank statement, clearly showing that the money never arrived.
They are not helping me at all and are completely ignoring my questions.
I am at a loss and don't know what to do...
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4 months ago
Dear beachboy,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Jet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals before?
What payment method did you choose to process your two withdrawals from July?
Have you contacted your payment provider with copies from the payment system the casino sent you?
When was the last time you communicated with customer support regarding this problem?
I hope we will be able to help you resolve your issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
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Dear Veronica
Thank you for your answer. I'm happy to answer your questions.
Yes, I have made many withdrawals before and after these 2 withdrawals and have never had any problems.
It should actually have been pay via bank.
I also informed my bank a few days ago and asked them, but I am still waiting for an answer.
I actually had daily contact with support until yesterday, but they always avoided my questions or told me I had no right to a monthly list with all the payments on it.
I hope my answers help.
Greetings Fabio
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4 months ago
Thank you for your reply. Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
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4 months ago
Thank you for your email. However, I need to clarify one statement from you:
Mittlerweilen hat mir meine Bank bestätigt, dass das Geld direkt am 3. Juli zurück an das Casino gesendet wurde, da mein Konto noch nicht aktiv war.
You told me in your previous reply that you made successful withdrawals before July 3. Could you please explain to us how it is that your account was not yet active on the 3rd of July? Do you have the confirmation from your bank? Is it an email or some other written document?
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4 months ago
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Oh yeah, sure, sorry.
I have made withdrawals before, but to a different account.
In the meantime, I no longer had this account and had created a new account.
I already had all the data for the new account in e-banking, but I didn't realize that the new account wasn't active yet.
I thought it was active straight away.
Since this only happened one day later, the money was sent back.
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4 months ago
Thank you very much, beachboy, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.
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4 months ago
Hello, beachboy!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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4 months ago
Hello, dear player and Casino Guru representatives! We are sincerely sorry for the current situation and at the moment we are contacting our financial specialists on a daily basis about your problem. We have already sent a request to the payment aggregator and are still waiting for a response. Furthermore, we understand that the waiting period has been delayed, but for our part we have done everything possible. As soon as we receive a response from the payment representatives regarding your transaction, the response will be sent to your email immediately.
As an apology, we have credited you with a no deposit bonus to your casino account.
Best regards,
Jet Casino!
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4 months ago
Translation
Hello Pavel, thank you very much.
@Jetcasino..now I thought that finally something would come from your side, for this long wait..
But you come up with a bonus that I have to deposit...just ridiculous!
I've been waiting for my money for over a month and you want me to pay in...just ridiculous and anything but customer friendly!
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4 months ago
beachboy, maybe it is a mistake in the translation, but the casino has credited your account with a no-deposit bonus, so you do not need to deposit anything.
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4 months ago
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Hello Pavel
nope..there was a different bonus on it first...they changed it
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4 months ago
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Hello Pavel
Yes!
After a long time you managed to transfer the money back to my gaming account.
I applied again and was paid out successfully!
Thank you very much for your commitment and support!
Lg
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4 months ago
Dear beachboy,
I’m really glad to hear that your issue has been resolved. I’ll mark your complaint as 'resolved' in our system. Thank you for your patience and cooperation. I hope the suggestions and explanations we provided made a difference. If you run into any more issues with this or any other casino, please don’t hesitate to reach out to me or our Complaint Resolution Center—we’re always here to help.
Since our services are completely free, I’d be grateful if you could share your experience with us on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. Your honest feedback and any suggestions would be incredibly valuable and could help others in similar situations.
Thanks so much for your time!
Best regards,
Pavel K
Casino.Guru
