The player from Germany has requested a refund more than a month ago. It hasn’t been received yet. He got paid by using another payment method.
Jetbull Casino - Player’s refund has been delayed.
Amount: €600
Jetbull Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Jetbull Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
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
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3 years ago
Translation
Yes, exactly, I first paid in and then paid out without any bonus.
The account would then have to be verified. I did it too. I also asked again whether everything was complete.
I have also received confirmation of this
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3 years ago
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?
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3 years ago
Translation
And yes I didn't place a bet
I didn't know anything about the fee. I had already paid out several times without any problems.
The support didn't tell me anything about this either.
But it wouldn't be dramatic now if I had to pay the fee mentioned.
Edited
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3 years ago
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.
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3 years ago
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?
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3 years ago
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
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3 years ago
Dear Nervo2020,
try to ask for withdrawal once again and let me know about your progress.
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3 years ago
Translation
I'll try to withdraw using Trustly 👍
Thank you in advance
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3 years ago
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Payment was successful 
it's a shame that it was connected with such circumstances. Jetbull is otherwise very reliable and fast when it comes to payouts🤔
Thank you already at Casino
And a huge THANK YOU to Casinoguru 💪👍💪👍
Is simply the best platform 🥳
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3 years ago
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
