Jet10 Casino - Player’s winnings have been confiscated.

I played with the bonus in this casino in February and after I was lucky to win I sent the requested documents to verify my account. I had to send some documents a couple of times because casino did not accept it. But in the end I received an email that my account was verified. In a couple of days I received another email telling me that my account was closed because " country of residence is currently not supported on the system" and casino only returned my deposit amount. It was obviously supported when i played and casino should pay me the whole amount of my win.

Dear Lusita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.jet10.com/page/terms-conditions:

"1. Absolute Restriction

Customers from the following countries are restricted from registering in Jet10:

United States of America, United Kingdom, Denmark, France, Greece, Italy, Ireland, Lithuania, Slovenia, Senegal, Spain, Sweden, Switzerland, Bulgaria, The Netherlands"

There's no Mexico listed between the restricted jurisdictions.

Since the website is not blocked for Mexico and there is a possibility to register an account from a restricted country (please see the screenshots below) and deposit funds, I would like to ask you to forward details of your casino account. Have you submitted Mexico as your country of residence?

Additionally, please forward any relevant communication to petronela.k@casino.guru. Was your account successfully verified?

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

Best regards,

Petronela

I sent the communication to your address. I am not sure I sent all the emails because there were too many of them but you can see there the email from casino that my account was verified.

My account was closed so I can not access it any more but yes, I submitted Mexico as my country of residence.

Thank you very much, Lusita, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lusita!

I will take care of your complaint from now on. In order to proceed with the resolution, I would like to invite representatives of Jet10 Casino into this complaint to help us resolve the issue.

Hello all,

Thank you for informing us about this case. We will take a look and get back to you asap.

Kind Regards,

Stefan

Jet10 Team

Hello Lusita,

I would like to inform you that we will reopen your account and customer support will request KYC.

Kind Regards,

Stefan

Jet10 Team

Dear Lusita,

Thanks to the reply of Stefan from Jet10 Casino, I sincerely hope the situation will be resolved soon. Please inform us about any development.

I have completed the verification in casino.

Hello Lusita,

Thank you. Let us check.

Kind Regards,

Stefan | Jet10 Team

Hello Lusita,

I would like to inform you that we will pay you the balance and also give you a bonus as an apology.

Kind Regards,

Stefan | Jet10 Team

Hello Lusita!

Please let us know once you'll receive your withdrawal.

Sure, I will inform you when I get my withdrawal. Thank you

I received the money.

Dear Lusita,

I am glad to see that you received your winnings. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and 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.