Jetbull Casino - Player’s refund has been delayed.

Dear Nervo2020,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem.

Please allow me to ask a few questions so I can understand the whole issue completely. You have deposited funds into your account on 16/03/2021 and the same day (1 minute later) a withdrawal of the same amount was requested, is that correct? Could you please advise if your account has been fully verified in the past?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Ja genau ich hatte erst eingezahlt und dann ausgezahlt ganz ohne Bonus .

Das Konto müsste darauf hin verifiziert werden. Habe es auch gemacht. Habe auch nochmal nach gefragt ob alles vollständig sei.

Dies habe ich auch bestätigt bekommen

Thank you, Nervo2020, for your reply. Do I understand correctly that you haven't placed any bets?

I have checked the terms and conditions, and this is what I found https://www.jetbull.com/terms-conditions:

"We reserve the right to charge a fee amounting to our own costs (including the cost of the deposits) for withdrawals of funds that have not been put into play."

"Prior to withdrawal of funds not used for wagering or betting, KYC documents shall be requested in the case of players with no betting or casino activity. We reserve the right to apply the correspondent Processing fees for the deposit and withdrawal taking place (up to a 5.5% of the deposit and between €3-15 per withdrawal, depending on the method)."

Are you aware of the fee that the casino is entitled to if your funds haven't been wagered?

Und ja ich habe keine Wette platziert

Ne von der Gebühr wusste ich jetzt nichts. Hatte da aber auch schon mehrmals ausgezahlt ohne Probleme.

Mir gegenüber hat der Support auch nichts diesbezüglich gesagt.

Wäre aber auch jetzt nicht dramatisch,wenn ich die genannte Gebühr zahlen müsste .

Thank you very much, Nervo2020, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Nervo2020,

I looked at your complaint and will do my best to help you. I would like to invite Jetbull Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi Nervo2020,

Greetings from Jetbull.com! Our sincere apologies for the delay with this case. We've been having an internal back and forth with our payment provider MoneyMatrix, which indeed has taken more than usual.

To avoid making you wait any longer, we have added the funds back to the account, while we keep resolving the root cause internally with them. The issue was related to a technical failure at the time the transaction was processed.

You are free to make a new withdrawal at any time and we will make sure to expedite it for you.

If you need anything else, please contact our Customer Support team and we'll be more than happy to assist you.

Once again, we apologize for the inconvenience.

Kind Regards,

The Jetbull Team

Dear Nervo2020,

try to ask for withdrawal once again and let me know about your progress.

Ich versuche Mal eine Auszahlung über Trustly 👍

Dankeschön schon Mal im vorraus

Auszahlung war erfolgreich schade das es mit solchen Umständen verbunden war. Jetbull ist sonst sehr zuverlässig und schnell,wenn es um Auszahlungen geht🤔

Bedanke mich schon Mal bei Casino

Und ein riesen großes DANKESCHÖN an Casinoguru 💪👍💪👍

Ist einfach die beste Plattform 🥳

Dear Nervo2020,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru