Jet Casino - 選手の退会が遅れました。

2 april i registred this casino.

Made deposit with crupto-currency. BitCoinCash in eur equivalent ~320 eur.

I recevied about 320 euro plus 320 eur bonus, please 500 free spins.

After all gaming activities i got 3863 eur balance.

I passed verification, that i sent my cryptoadress to approve it into chat.

Casino said theh, that i need to wait little time, to verify my withdraw.

I thought that since the amount is very large, I should calmly wait. But now it turned out that the casino will / can endlessly check this output, which was reported to me in the chat!

I will add all screenshots about all said before.

Dear darusho2004,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is unusually long time.

However, 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

Yes, my withdraw are "pending" inside my account, from 03 april till now, still pending. I asked why so long, today casino first answer was that it is usual procedure, and you do not need to wait more that 48 hours. After that i say, what about agent said, i wait more that 30 days. Agents answer was, that now my withdraw are on unlimited verification... I do not know, this is casino system issue or only my account...

Okay, i wait for situation resolution...

Thank you very much, darusho2004, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you darusho2004 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Nice to meet you! According to the point of the rules 8.26 "The Company reserves the right to verify any bets placed and to withhold payouts during the period required to perform said verification. If it is determined that the user has been involved in fraudulent activities or other activities aimed at taking advantage of vulnerabilities and/or errors on the Website with the purpose of obtaining personal benefit, then the Company reserves the right to block or temporarily limit the user’s access to their user account. In such a case, the decision to release funds from the game account will be reviewed by the administrators of the Website on a unilateral basis." So, there's no need to worry, such kind of the checks can take some time, but as soon as the check will be ended you'll get the funds, please be patient, we do our best.

Best wishes,

Jet Casino!

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.

Hello! Due to clause 3.34 of the "Sports" section:

JET Sportsbook platform has the right to limit cash outs for up to 31 calendar days to check Client’s account for unfair gambling. The methods and results of the gambling activity verification are not subject to disclosure.

It is standard practice for casinos to conduct additional checkups, including a review of the player's gameplay for example, which may take some time to complete.

Best regards, Jet Casino!

I do not made any sport bet. Only casino games. Passed mroe that 31 day... casino joking...

More precisely, apparently the representative does not understand the issue at all. I have not played sports betting, and at the moment it has been much more than 31 days

i want to say, that today 23/05/2023 i received my money... news is amazing, i am so happy.

Dear darusho2004, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

All winnings are received! Complaint can be closed like resolved! Thanks!

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter