The player from Germany had deposited 3050 euros at Jettbet Casino and won over 7740 euros but had requested a withdrawal of only 500 euros. After completing the document verification, his account was blocked with a message citing gambling addiction, which he denied and stated he had never requested the closure. The issue was resolved when the casino apologized, reopened the account, and processed the initial payment of 500 euros. The player was then able to withdraw the remaining winnings in increments of 500 euros, with a total of 3800 euros still outstanding. The complaint was closed as resolved, with the option to reopen it if further issues arose.
Jettbet Casino - Player’s account has been closed due to gambling addiction claim.
Amount: €7,740
Jettbet Casino
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello,
I have deposited a total of 3050 euros at Jettbet Casino.
With that, I was able to win over 7740 euros.
I requested a withdrawal of 500 euros, and 7240 euros are still in my game account.
I provided and uploaded all the necessary documents for verification to the casino.
A day later, my account was blocked.
I receive the error message: User is blocked due to gambling addiction.
I do not suffer from a gambling addiction and I never requested my account to be blocked.
Automatic translation:
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3 months ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if there is a chance that you requested self-exclusion in a sister casino in the past?
- Did you receive any confirmation from the casino regarding successful verification before your account was blocked?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
the casino apologized to me and reopened the account
it was probably a misunderstanding
500 euros were paid out today
I can only request a payout of 500 euros at a time
that is the limit
7246 euros are still open
please leave the complaint open until my money has been paid out in full
Automatic translation:
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3 months ago
Thank you for your reply, fowi30. Of course, I will keep this complaint open for longer. Please, keep me updated
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3 months ago
Dear fowi30,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
Translation
there is still a little over 5300 euros outstanding
it takes time because I can only apply for 500 euros at a time
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3 months ago
Could you please give us an update regarding this complaint? How much money you have left to withdraw? Do you currently have any pending withdrawals?
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3 months ago
Translation
I still have 3800 euros to pay out
Unfortunately it takes so long because I can only apply for 500 euros at a time and usually have to wait 2-3 days until the payment has been processed
Automatic translation:
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3 months ago
I apologize but it can take a few more weeks to receive all the remaining winnings, and we cannot keep this complaint open and basically inactive for so long. Therefore, I will now close it as resolved and in case the casino stops processing your withdrawal requests according to the schedule, please get back to us and we can reopen the complaint and investigate further.
We appreciate your cooperation and understanding, fowi30, and If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
