The player from Germany has requested a withdrawal more than two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'.
Jetbull Casino - Player’s withdrawal has been delayed.
Black points: 670
Amount: €3,174
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
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Hello
I won a total of 3174 euros with my real money at jetbull and on 5.10. applied for payment with bank transfer.
after the payment on 12.10. was executed I still did not receive the money in my bank account even after 1 week.
I contacted the casino about it and the casino said that the casino's payment service provider sent the money on October 12th. transferred to my bank account. They also gave me a transaction receipt from the payment service provider.
they told me to contact my bank and ask where the money is.
I spoke to my bank and the bank employee said to me that this transaction receipt is not really proof and that anyone could copy such a form without a transaction having taken place.
the bank employee also noticed that there was no iban for the sender on the transaction receipt.
Ultimately, my bank cannot help me because they were unable to determine whether the payment had been received and they do not accept the transaction receipt from the payment service provider as proof.
the fact is i still haven't received the money on my bank account after 1 month of waiting and can prove this with my bank statement.
i am fully verified at the casino and it is not my first withdrawal at the casino.
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2 years ago
Dear wolfram49,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? I understood that you have opted for a bank wire transfer, is that correct?
Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.
However, 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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2 years ago
Translation
I have the payout with SEPA on 5.10. applied for and on 12.10. Was the payout processed according to the transaction receipt and after 3 weeks I still haven't received the money in my bank account.
it is definitely not normal that you have to wait 3 weeks for your money before it is posted to my account.
it's not my first payout from jetbull and so far the money from other payouts has always been in my bank account after 2-3 days.
the casino only gave me the transaction receipt:
However, my bank does not accept this document as proof because anyone could copy it.
the bank employee pointed out to me that there was no iban for the sender on this document either.
is there a transaction tracking number on this receipt?
I can prove through my bank statement that I have not yet received the money.
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2 years ago
Thank you very much, wolfram49, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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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2 years ago
Dear wolfram49,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Jetbull Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Jetbull Casino, is it possible for you to provide the player with another form of the transaction receipt where your IBAN would be visible? I believe that could help the player's bank locate the payment so then we can investigate further.
Thank you very much.
Kind regards,
Tomas
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2 years 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 years ago
Translation
How can it be that a casino with such a good reputation doesn't feel the need to respond to the complaint.
I would like to repeat that I won with real money (no bonus)
and it's about 3000 euros and the reputation has to go down massively if the casino doesn't react
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2 years ago
Dear wolfram49,
I would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion. I contacted the casino's representatives outside of this thread and will keep you updated on any developments.
I'm now extending the timer for an additional 7 days.
Best wishes,
Tomas
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2 years ago
Translation
OK, that sounds good
I couldn't know
Many thanks for this important information
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2 years ago
Dear wolfram49,
I have tried to contact the casino repeatedly but since we have not received any response regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
The casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Tomas
