The player from Germany experiences issues after claiming a 200% Welcome Bonus and attempting to withdraw 500 euros. The casino cancels the withdrawal, stating a maximum payout limit from bonus funds, resulting in a loss of 1850 euros.
Jettbet Casino - Player's withdrawal is canceled and funds confiscated.
Amount: €2,277
Jettbet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 6h 40m 55s
Case summary
6 days ago
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1 week ago
Translation
I claimed the 200% Welcome Bonus and deposited 95 euros with a wagering requirement of 35x. I deposited on Saturday and met the requirements by Sunday morning. I then requested the maximum payout of 500 euros on Sunday morning. Later, I successfully placed a football bet and accepted a cashout of 369 euros. The verification was successfully done on Sunday and the documents related to the payment proof were sent via email.
On Sunday and Monday, I inquired about the payout via live chat. I was told several times that it was being processed. Since the processing wasn’t completed, I couldn't request another withdrawal, which is against their Terms and Conditions that say one withdrawal per day is allowed. If they always take 48 hours to process withdrawals, it’s impossible to withdraw 500 euros daily. By Tuesday morning at 6 AM, I had around 2300 euros in real money balance and a pending withdrawal of 500 euros. Later around 1:30 PM, I logged in and saw a balance of 950 euros, and the withdrawal was cancelled. In the live chat, I was told that an amount of around 1850 euros was canceled because only a maximum of 5x the bonus amount can be paid out from bonus funds. This is absolutely outrageous as I am experiencing this kind of situation for the first time at online casinos.
But why was the withdrawal then canceled? If I could only withdraw a maximum of 95 euros x 5, which is 950 euros, the initial withdrawal of 500 euros was legitimate and should have been processed, with the remaining 450 credited to my balance. But no, I had to request the withdrawal again and wait another 48 hours. This is a tactic by the casino, hoping I would lose the money. First, they cancelled my withdrawal, took 1850 euros, and obviously, the 369 euros from the bet are also gone. Now, something completely new to me has occurred. In my 13 years of sports betting, I have never experienced this. On Tuesday evening during UCL games, I placed a live bet of 25 euros. The total odds were 7.377, so a win of approximately 185 euros. About 5 minutes before the end of the game, cashout was not available even though results suggested success. After the game ended, to my surprise, when I checked the ticket, the total odds were around 5, and the winnings suddenly dropped to 126 euros. About 58 euros were missing. Suddenly one game showed as refunded even though I did not request any CASHOUT or similar. In live chat, I was told one game was refunded. I have never experienced anything like this; I didn’t receive any refund at all and ended up with 58 euros less. This is by far the worst casino I’ve ever played at. Such a Welcome Bonus is meaningless, and even if it wasn’t, they should have credited the 950 euros + 369 euros from sports. Cancelling the withdrawal itself is also a blatant act.
Automatic translation:
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1 week ago
Dear Cata1992,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jettbet Casino.
Please note we can't help you regarding sports-betting-related issues. If you wish I'll send you resources that might help you with them.
Unfortunately, withdrawals can be canceled for a plethora of reasons. Although unpleasant, we can't penalize casinos for such practices.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain how much were your winnings after the wagering of the welcome bonus was complete?
- Was placing the bet the only activity you did after completing the wagering of the bonus?
- Have you managed to complete a withdrawal of the remaining winnings?
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,
Tomas
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1 week ago
Translation
I already had 4000 euros on it after the turnover conditions had been met, and I had already requested a withdrawal of 500 on Sunday morning at 8 a.m. As soon as I deposited, I received a lot of winnings. I can say that I won a lot right from the start with my 95 euros. First of all, the bonus money is deducted. With my real money, I placed a successful football bet for a win of 369 euros.
If the terms and conditions do not allow more than 5x bonus money withdrawal, then mine on Sunday morning was legitimate. They should not have cancelled my withdrawal on Tuesday, 48 hours later. Everything was verified. They should have paid out the 500 and credited the remaining 450 euros + 369 from the football bet.
And yesterday they even changed my total odds on the sports bet just before I was able to win 58 euros less.
Automatic translation:
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6 days ago
Dear Cata1992
According to your own conclusion, the casino should have credited to your account 950€ plus 369€ winnings from a real money bet.
Could you please clarify how much was credited back to your account instead?
Casino Guru is examining the case
