The player from Germany faced difficulties verifying his account at Jet4bet after submitting the necessary documents, as his payment receipt from UTORG was not accepted due to his name not appearing on it. Despite providing evidence of his deposits and spending considerable time explaining the situation to support, his withdrawal request of €407 was rejected and his account verification was revoked. We attempted to contact the casino for a resolution but did not receive a response. Consequently, the complaint was marked as "unresolved," and the player was advised to reach out to the Curacao Gaming Authority for further assistance.
Jet4bet Casino - Player's account verification was delayed.
Black points: 272
Amount: €407
Jet4bet Casino
Safety Index:Below averageSafety Index
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5.0
Jet4bet Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Hello,
I registered with jet4bet (https://www.jet4bet.com/) on February 5, 2025. My first deposit of €150 was made by credit card. I got my bonus and lost everything.
I then made a second deposit of 1000 BRL and played without a bonus. I currently have 4000 BRL and €407 in my casino account. You can play in multiple currencies in this casino. By playing a lot I got free spins and bonus money in my local currency, which also gave me a further balance of €407. So far everything is fine, but now the horror begins.
I wanted to verify my account and uploaded the usual documents (ID, proof of address, and deposit receipts).
ID, proof of address and credit card were accepted. Unfortunately, the payment receipt from UTORG is not accepted. UTORG is a third-party provider and is offered by the casino. This means that I paid €172.99 to UTORG in real time, UTORG pays in crypto to the casino. The casino credited me with 1000 BRL because I selected the currency in the casino in BRL.
UTORG sent a payment receipt to my email address. However, the casino refuses to accept this receipt because my name does not appear on it. I tried to request a receipt from UTORG myself, but was unsuccessful because UTORG only sends this one receipt by email.
Yesterday I spent over two hours explaining everything to the support at the casino (Selena). My account was briefly verified, but this was then revoked. My withdrawal request of €407 was rejected. I contacted support again (Monika), explained everything again, but unfortunately to no avail. My documents are not accepted. I also provided a payment receipt from my bank, but this is also not accepted because the currency in BRL does not appear there. I explained that the deposit to UTORG was made in EUR, UTORG carried out the currency exchange, and then paid into the casino via crypto. I can confirm my deposit without any gaps, my email address is clearly visible, but the casino does not accept this receipt.
I'm asking for your help! I don't know what else I can do to complete the verification.
Best regards
Martin G.
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1 month ago
Hello Neptun07,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet4bet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Would it be possible to forward the payment confirmation from the provider and your casino deposit history to nikolas.b@casino.guru?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello Nick,
Thank you for supporting me with this complaint.
The verification process started on Thursday, February 06, 2025. The casino processes the documents very quickly as the live support approves them in advance. You probably know this as it is a "hollycorn-nv-casino".
Of course, I will send you the necessary documents by email.
The last detailed discussion with the casino took place yesterday. Unfortunately, the discussion with Monika led to us going around in circles and not being able to find a solution.
Thank you for your support!
Best regards
Martin G.
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1 month ago
Translation
Hi Nick, I have just emailed you the deposit documents, chat history with the casino, and the chat history with UTORG. I also tried to get the necessary documents from the third party payment provider. However, UTORG confirmed that they will NOT issue me with any documents that the casino requires.
Best regards
Martin G.
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1 month ago
Thank you Neptun07 for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Hi Neptun07,
I'm taking over your complaint. Let me ask you some questions: 1. Why did you use BRL currency for your casino account? 2. Why didn't you make the second deposit by card directly on the website?
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1 month ago
Translation
Hello,
I wanted to try a different currency. The exchange rate from Euro to BRL is currently 1:6.
I deposited 1000 BRL, so in reality I only have to pay 169 €. But it feels like I'm playing with 1000.
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1 month ago
And why did you pay with your card on UTORG to buy crypto to make a deposit only for the crypto to be turned into BRL instead of depositing directly with your card?
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1 month ago
Translation
The casino determines the deposit options. I first selected BRL in the casino, and then the casino only offered this one payment option that I could use.
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1 month ago
Thank you Neptun07 for your reply. Let me contact the casino and I will see if I can help. I would like to invite Jet4bet Casino to the conversation to participate in the resolution of this complaint.
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3 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
Hi Neptun07,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
