Jettbet Casino - Player seeks refund after account closure issues.

Hi everyone,

I wanted to share my experience with Jett Bet, which has not only been incredibly frustrating but also financially damaging. I’m hoping to raise awareness about their failure in implementing responsible gambling measures and to seek advice on how to move forward with my case.

For context, I’m a registered user on Gamstop due to my gambling addiction, which has caused me significant issues in the past. Unfortunately, Jett Bet is not part of the Gamstop scheme, so I was able to sign up and play there despite my addiction. While this isn't the primary issue, I believe what happened next shows a complete lack of commitment to safe gambling practices on their part.

Over the course of a very short period, I ended up making over €500 worth of deposits, all in €20 increments. These deposits happened back-to-back, within hours, which should have raised some serious red flags. Despite this, there were no checks, no cooling-off periods, no deposit limits enforced, and no warnings about responsible gambling—nothing. I wasn’t asked for verification or anything that would suggest they noticed my compulsive behavior.

Realizing I was falling into a destructive pattern, I reached out to their live chat, literally pleading for them to block my account. I explained that I have a gambling problem and that I needed them to intervene because I couldn't stop myself. To my disbelief, the response from the live chat agent was completely unhelpful. Instead of taking immediate action or offering any real support, they simply directed me to email the company’s support team and refused to close or block my account directly. To make matters worse, the email they provided was wrong, which only added to my frustration and distress.

At no point did they seem concerned about my well-being or responsible gambling obligations. They made it unnecessarily difficult for someone in my position to stop gambling, when it’s clear from my deposit history and the fact that I explicitly asked for help that I needed urgent intervention. The fact that they allowed me to continue depositing such a large amount in such a short time without any safeguards, even after I raised the issue, shows a serious failure on their part.

The financial consequences for me have been severe, and I’m now dealing with the fallout of this. Given their complete disregard for responsible gambling standards and failure to act when I clearly expressed I had a gambling problem, I believe I am entitled to a refund for the money I lost. They failed to protect me as a vulnerable player, and their lack of safeguards is unacceptable.

I would really appreciate any advice on how to proceed with this and what steps I can take to hold Jett Bet accountable. Has anyone else experienced similar issues with them or any other casinos that aren’t on Gamstop? If anyone knows how to get a refund in cases like this, I’d love to hear from you.

Thanks for taking the time to read this, and I hope it helps others in similar situations avoid what I went through.

Dear willnj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that Jettbet Casino operates with a license issued by Curaçao (GCB). It is not licensed by UKGC which means that it does not have access to the GAMSTOP register, so it cannot offer player protection in casinos licensed by other authorities.

I checked the Responsible Gambling section and I found this:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

Customer support: support@jettbet.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please clarify if you managed to contact the correct email address and if you currently have access to your casino account? Did you make any deposits after you informed Jettbet Casino about your gambling problem?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, I emailed the correct email after finding it myself. I contacted over 12 hours ago and still have access to my account with no restrictions. So Id be able to deposit more

ive deposited over 100 euros more since contacting and can't seem to stop myself. Im going to speak to a therapist but the financial damage this is having is bad

Hi ive emailed them once again to close my account and are still waiting for any answer.

They have finally closed my account but didn't bother to reply to my email

Furthermore, upon reading the trust pilot page it appears that customers have been unable to even withdraw from this casino. its a big scam site https://uk.trustpilot.com/review/jettbet.co

Could you please forward me the initial self-exclusion request and all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi I have forwarded all of my correspondence with the casino over to you. I also have emailed screenshots of the live chat where they sent me the incorrect email. These are all separate emails so please check to look at them all. Thanks

Thank you for providing the necessary information. After reviewing everything you sent, I can confirm that your account was closed promptly, within a day of your email informing the casino of your situation. In that same email, you requested a refund of your deposits. Unfortunately, we must clarify that players are generally not entitled to refunds for deposits made prior to notifying the casino about gambling-related concerns.

I would also like to highlight that there are no universal regulations regarding player protection or the monitoring of individual activity. While some casinos take a proactive approach, this is not a mandatory practice. Even in cases where casinos actively monitor player behavior, interventions are typically triggered by substantial and frequent deposits—often involving significant sums or a large volume of consecutive deposits.

I am afraid that if your account has been closed, there is not much we can do for you. I can only recommend how to self-exclude properly in the future in casinos that are not licensed by UKGC. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.