JETWIN Casino - Polish player's account is blocked unjustly.

The casino locked my account when I tried to verify it. They wrote that they don’t accept users from Poland. When I was registering I asked the support via chat if they acccept Players from Poland, the confirmed that they accept. I couldn’t find any information that Poland is prohibited. I didn’t use any VPN, the casino is available for polish players. I asked for refund of deposit but they don’t answer.

Hello tomoloko,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JETWIN Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Do you have any proof that the casino confirmed that your country or residence is allowed to register in the casino? How much is your real money balance remaining on your casino account?

Looking forward to your answer.

Regards,

Nick

I have sent them all the documents which were needed to request a withdrawal, after that they locked my account saying that they don’t accept players from Poland.

No, I don’t have proof because I’m rather confident and if somebody tells me that something is possible I believe so. I asked them on web chat a few minutes before registering. They can check the logs and the chat history for sure. I will remember in the future to make screenshots because you never know when you will be cheated.

I deposited 300€, my account before locking was abou 340€.

Hello tomoloko,

When exactly did the account closure occur? Did the casino mention anything about the remaining balance? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

The account was closed on 30/03. No, I contacted them once again on chat (they keep always telling the lies). I have never made a withdrawal. I only want to get my deposit back, I don’t want to receive winnings. I have proof of crypto deposit.

I have already sent communication between them to nikolas.b@casino.guru.

They are cheaters and stole my money.

Now they say they can close my account whenever they want, steal my deposit and don't even say why. It's not even about the fact that I'm not from Poland. I also can't find anywhere in their regulations that users from Poland are not accepted. I think this casino is one big scam. Can you find information somewhere that they do not accept players from Poland? Look at their general terms and conditions when registering, it's empty!

now they wrote that they will investigate for 45-365 days… hahahah what a scam. Can you help me anyway? What can they investigate for 365 days? I will remember about my money then. It’s for sure one of the biggest scams ever.

Thank you tomoloko for all the information provided so far. As long as the casino allowed you to register, they should pay out any remaining balance from you casino account even if the country you registered from is restricted. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you rom now on.

Wish you best luck resolving it.

Regards,

Nick

Hello tomoloko,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a JETWIN Casino representative to join this conversation and participate in resolving this complaint.

Dear JETWIN Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

They operate without valid license. When I contacted them they say that PNXBET is the same what jet.win. Maybe you can contact PNXBET support if jet.win doesn’t answer?!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Can’t you invite PNXBet representative? It’s the same casinos as I can see and this representative answered here.

Hi tomoloko,

I wanted to inform you that since Stefan, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Stefan possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Stefan will reach out to you as soon as possible.

Thank you for your understanding and continued patience.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru