The player from Germany had his withdrawal voided without further clarification and account credited with unexplained funds. After a closer examination, we ended up rejecting this complaint as unjustified.
Jetbull Casino - Player’s withdrawal has been deleted.
Amount: €700
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
The casino rolled back after I submitted the withdrawal and added € 10 to my account and deleted my withdrawal. I do not know why.
Automatic translation:
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3 years ago
Dear Mario,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Message from the casino:
Hello Mario,
Thank you for waiting!
We have received information from the relevant department regarding the games where the bonus terms were breached.
These have occurred in the Solar Temple and Solar Queen, you have collected wilds with the bonus balance and collected winnings with your second deposit.
If you need further assistance, please do not hesitate to contact us.
However, this is not true, I played several hundred rounds in this game and after the bonus was played through I made a new deposit and by luck I got twice into the completely random 3 scatter bonus round, which paid € 500 once and € 100 once. Now the casino accuses me of having previously collected the free spins with bonus money, which is not true. I also played several 100 rounds for real money until the big win was there.
Automatic translation:
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3 years ago
Thank you, Mario, for your reply. Could you please advise if you have requested a withdrawal after the bonus wagering has been completed? What was the reason to deposit funds into your account again?
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3 years ago
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No, after playing the bonus to 0, I thought I would try again with real money and deposit again after deactivating the bonus.
Automatic translation:
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3 years ago
Do I understand correctly that after bonus wagering has been completed, you continued playing, and used bonus wilds during the real play?
We always recommend placing a withdrawal request after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.
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3 years ago
Dear Mario,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
I continued to play after completing the bonus. I continued to play with the scores that remained after the bonus was used. I made my winnings through the game's free spins feature
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3 years ago
Thank you very much, Mario, for your reply. We always recommend placing a withdrawal request after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals to completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.
I hope that I understood your concern and explained thoroughly why your winnings have been cancelled.
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3 years ago
Dear Mario,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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3 years ago
Translation
However, I have not violated the bonus rules, the casino just wants to withhold my € 700. I was playing for real money at this point. My winnings have nothing to do with the previous bonus.
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3 years ago
Unfortunately, I'm afraid you did breach the bonus rules. As I mentioned earlier, without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.
Sadly, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.
