JETWIN Casino - Player’s account is closed and withdrawal link is delayed.

I submitted a withdrawal request about 5 days ago.

I was supposed to receive a link for the withdrawal (in this link, I need to specify my BTC wallet address, and then the money would be sent).

I haven't received the link for 5 days, even though their policy states that withdrawals take between 0-12 hours.

Every day I contacted live chat, where the agents told me each day that I needed to wait, that my request was being processed by the relevant department... wait... wait... wait... and so it went for 5 days.

Today, I couldn't access my account because it was blocked. Support referred to the following: please note that your account has been closed as per point (3.4) of our general terms and conditions "Jet.win reserves the right to refuse service to any person without disclosing the reason(s)."

After this, I began to demand my money, to which they replied that the full amount had been paid to me... but in reality, I didn't receive a penny because I haven't received the link yet.

After accusing them of fraud, they decided to review my account again and said that my withdrawal request had been sent to the relevant department for processing once more. An email should arrive, but I don't trust them anymore because why was my account blocked? If they had given me the money and then blocked the account, I would have no complaints...

Please help me resolve this issue.

I have taken screenshots of the correspondence with support.

Dear konst.vas001,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your withdrawal and account access.

To help us investigate the matter further and assist you effectively, could you please provide some additional details?

• Could you confirm the exact amount you requested for withdrawal and whether your withdrawal request was ever officially approved by the casino before your account was blocked?
• Have you received any email or confirmation from the casino stating that the withdrawal was processed, despite not receiving the link to provide your BTC wallet address?
• Did the casino offer any further explanation about why your account was blocked, beyond referring to point (3.4) of their terms and conditions?
• Can you provide any screenshots of the correspondence with the support team, especially the communication regarding the status of your withdrawal and the account closure?

If you could forward any relevant emails or screenshots to petronela.k@casino.guru, this will help us get a clearer view of your case and enable us to approach the casino with a well-documented request for clarification.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

1. I can't tell you the exact amount, because my account is blocked, and what the exact balance was = I don't remember, a week has already passed.. (I remember exactly that it was a little more than 700 USD) approximately 704 usd around this amount)
2. I didn't receive any letters from the casino, I didn't receive any letters from them at all during the entire period of using the account
3. except for their point in the rules and regulations there is no explanation. I sent screenshots of the correspondence with the support service to your email...it's all written there

I just spoke with support again... and they again claim that the money was paid through the Fokawa wallet... but I don't have this wallet and I didn't specify any address when withdrawing funds, since their system is set up so that the wallet needs to be entered only after the withdrawal is approved in the link itself that they are supposed to send!!!

Here is my correspondence with the support service...competence level 0...this is a dead end!

I would like to draw attention (this is visible in the correspondence) to the fact that I did not receive an answer to the question: what did I violate?

I understand that there is a 99% chance that I won't get my money, but at least I can convey to you how inadequate this casino is... and to protect other decent players from this SCAM!!

P.S. I still haven't received the letter in the mail!!!!

I would like to point out one more feature...

During the entire period of using the account, I never received a letter from Jet.win

no advertising, no news from this site, absolutely nothing (I just noticed this now)

and I had a thought that maybe because of this there is no communication, since chat support does not solve anything, and I do not receive a letter by mail. Maybe they have blocked the domain from my mail and therefore there is no connection.... the mail itself is working, letters and advertising come from other companies.

I decided to write to their support email myself

and actually without result...and here is the main question?

They are ignoring me or I am not receiving emails from them

Hi konst.vas001,

Thank you for providing these details, gamonbryzy.

To help us better understand your account history and gaming activity, could you please answer a few questions:

• How long ago did you register your account with the casino?
• Did you successfully complete account verification?
• Which games have you been playing (e.g., live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?

Your answers will help us better understand your player profile and communicate your case to the casino.

Looking forward to hearing from you.