Jetbull Casino - A retirada do jogador foi deletada.

The casino rolled back after I submitted the withdrawal and added € 10 to my account and deleted my withdrawal. I do not know why.

Das Casino hat nachdem ich die Auszahlung eingereicht habe einen Rollback gemacht und mir 10€ auf mein Konto gutgeschrieben und meine Auszahlung gelöscht. Ich weis nicht warum.

Dear Mario,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Message from the casino:

Hello Mario,

Thank you for waiting!

We have received information from the relevant department regarding the games where the bonus terms were breached.

These have occurred in the Solar Temple and Solar Queen, you have collected wilds with the bonus balance and collected winnings with your second deposit.

If you need further assistance, please do not hesitate to contact us.

However, this is not true, I played several hundred rounds in this game and after the bonus was played through I made a new deposit and by luck I got twice into the completely random 3 scatter bonus round, which paid € 500 once and € 100 once. Now the casino accuses me of having previously collected the free spins with bonus money, which is not true. I also played several 100 rounds for real money until the big win was there.

Nachricht des Casinos:

Hello Mario,

Thank you for waiting!

We have received information from the relevant department regarding the games where the bonus terms were breached.

These have occurred in the Solar Temple and Solar Queen, you have collected Wilds with the bonus balance and collected winnings with your Second deposit.

If you need further assistance, please do not hesitate to contact us.

Jedoch stimmt dies nicht, ich habe mehrere hundert Runden in diesem Spiel gespielt und nachdem der Bonus durchgespielt war neu eingezahlt und durch Glück bin ich zweimal in die komplett zufällige 3 Scatter Bonusrunde gekommen, welche einmal 500€ und einmal 100€ zahlte. Jetzt wirft mir das Casino vor, zuvor die Freirunden mit Bonusgeld gesammelt zu haben, was jedoch nicht stimmt. Ich habe auch auf Echtgeld mehrere 100 Runden gespielt bis der Big Win dabei war.

Thank you, Mario, for your reply. Could you please advise if you have requested a withdrawal after the bonus wagering has been completed? What was the reason to deposit funds into your account again?

No, after playing the bonus to 0, I thought I would try again with real money and deposit again after deactivating the bonus.

Nein nachdem ich den Bonus auf 0 gespielt habe, dachte ich mir versuche ich es nochmal mit Echtgeld und zahlte erneut ein, nachdem ich den Bonus deaktiviert habe.

Do I understand correctly that after bonus wagering has been completed, you continued playing, and used bonus wilds during the real play?

We always recommend placing a withdrawal request after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules. 

Dear Mario,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I continued to play after completing the bonus. I continued to play with the scores that remained after the bonus was used. I made my winnings through the game's free spins feature

Ich habe nach Abschluss des Bonus weitergespielt. Ich habe bei den Spielständen weitergespielt, welche nach Einsatz des Bonuses stehen blieben. Meine Gewinne erzielte ich durch die Freispielfunktion des Spiels

Thank you very much, Mario, for your reply. We always recommend placing a withdrawal request after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals to completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.

I hope that I understood your concern and explained thoroughly why your winnings have been cancelled.

Dear Mario,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

However, I have not violated the bonus rules, the casino just wants to withhold my € 700. I was playing for real money at this point. My winnings have nothing to do with the previous bonus.

Ich habe jedoch nicht gegen Bonusregeln verstoßen, das Casino will mir nur meine 700€ vorenthalten. Ich habe zu diesem Zeitpunkt mit Echtgeld gespielt. Meine Gewinne haben mit dem vorhergehenden Bonus nichts zu tun.

Unfortunately, I'm afraid you did breach the bonus rules. As I mentioned earlier, without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.

Sadly, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.