JETWIN Casino - プレイヤーのアカウントが閉鎖され、出金リンクが遅延しています。

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.

создал заявку на вывод средств примерно 5 дней назад..

должна была прийти ссылка для вывода средств...(в этой ссылке я должен указать свой адрес криптокошелька в BTC и после этого деньги отправляютя.)

мне ссылка не приходила 5 дней...хотя у них в регламенте написано что вывод занимает от 0-12 часов.

каждый день я писал в лайв чат...где мне операторы каждый деньги говорили, что нужно подождать, что мой запрос в обработке у соответствующего отдела...ждите...ждите...ждите..и так 5 дней

а сегодня я не смог зайти в свой аккаунт...так как его заблокировали...поддержка ссылается: 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)."

после этого я начал требовать свои деньги, на что они ответили что вся сумма мне выплачена...но на самом деле я не получил ни копейки...так как ссылку до сих пор не получил..

после того как я начал их обвинять в мошенничестве...они снова решили пересмотреть мой аккаунт и сказали, что мой запрос на обработку вывода передали в нужный отдел и снова ждать...должно прийти письмо на почту...но я уже им не верю, так как зачем потребовалось блокировать мой аккаунт...если бы они отдали деньги и потом заблокировали, я бы не имел никаких претензий...

пожалуйста, помогите разобраться

я сделал скриншоты переписки с поддержкой.

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