Jettbet Casino - A retirada do jogador é cancelada e os fundos confiscados.

I claimed the 200% Welcome Bonus and deposited 95 euros with a wagering requirement of 35x. I deposited on Saturday and met the requirements by Sunday morning. I then requested the maximum payout of 500 euros on Sunday morning. Later, I successfully placed a football bet and accepted a cashout of 369 euros. The verification was successfully done on Sunday and the documents related to the payment proof were sent via email.

On Sunday and Monday, I inquired about the payout via live chat. I was told several times that it was being processed. Since the processing wasn’t completed, I couldn't request another withdrawal, which is against their Terms and Conditions that say one withdrawal per day is allowed. If they always take 48 hours to process withdrawals, it’s impossible to withdraw 500 euros daily. By Tuesday morning at 6 AM, I had around 2300 euros in real money balance and a pending withdrawal of 500 euros. Later around 1:30 PM, I logged in and saw a balance of 950 euros, and the withdrawal was cancelled. In the live chat, I was told that an amount of around 1850 euros was canceled because only a maximum of 5x the bonus amount can be paid out from bonus funds. This is absolutely outrageous as I am experiencing this kind of situation for the first time at online casinos.

But why was the withdrawal then canceled? If I could only withdraw a maximum of 95 euros x 5, which is 950 euros, the initial withdrawal of 500 euros was legitimate and should have been processed, with the remaining 450 credited to my balance. But no, I had to request the withdrawal again and wait another 48 hours. This is a tactic by the casino, hoping I would lose the money. First, they cancelled my withdrawal, took 1850 euros, and obviously, the 369 euros from the bet are also gone. Now, something completely new to me has occurred. In my 13 years of sports betting, I have never experienced this. On Tuesday evening during UCL games, I placed a live bet of 25 euros. The total odds were 7.377, so a win of approximately 185 euros. About 5 minutes before the end of the game, cashout was not available even though results suggested success. After the game ended, to my surprise, when I checked the ticket, the total odds were around 5, and the winnings suddenly dropped to 126 euros. About 58 euros were missing. Suddenly one game showed as refunded even though I did not request any CASHOUT or similar. In live chat, I was told one game was refunded. I have never experienced anything like this; I didn’t receive any refund at all and ended up with 58 euros less. This is by far the worst casino I’ve ever played at. Such a Welcome Bonus is meaningless, and even if it wasn’t, they should have credited the 950 euros + 369 euros from sports. Cancelling the withdrawal itself is also a blatant act.

Ich habe in Anspruch den Wilkommenbonus 200% angenommen und habe 95 Euro eingezahlt mit einer Umsatzbeinung von 35x. Samstag hatte ich eingezahlt und Sonntag morgen alles umgesetzt. Sonntag morgen die max Auszahlung von 500 beantragt. Später erfolgreiche Fussballwettw abgegeben , 369 Euro hatte ich Cashout angenommen. Die Verifizierung wurde Sonntag ebenfalls erfolgreich durchgeführt und die Dokumente bezogen auf Zahlungsnachweis usw per Mail gesendet.

Sonntag und Montag habe ich per Livechat nach der Auszahlung nachgefragt, es wurde mir mehrmals gesagt es wird bearbeitet. So lange die Bearbeitung nicht durchgeführt wurde , konnte ich keine andere Auszahlung beantragen, somit gegen deren AGBs, die sagen es kann eine Auszahlung pro Tag durchgeführt werden. Wenn die immer 48 Stunden für die Auszahlung brauchen, kann man nicht täglich 500 Euro auszahlen. Dienstag morgen um 6 Uhr , hatte ca 2300 Euro Echtgeldguthaben und eine Auszahlung in Wert von 500 Euro. Später gegen 13:30 hatte ich mich eingeloggt und hatte ein Saldo von 950 Euro und die Auszahlung wurde storniert. Im livechat wurde mir gesagt dass mir ein Betrag von ca 1850 Euro storniert wurde weil aus dem Bonusgelder ein Betrag von max 5× der Bonus ausgezahlt sein darf. Das ist schon der Wahnsinn weil ich sowas zum ersten mal in online Casinos erlebe.

Aber warum wurde dann die Auszahlung storniert? Wenn ich maximal 95 Euro x 5 bzw 950 Euro auszahlen dürfte , war die 500 Euro Auszahlung legitim und hätte bearbeitet sein müssen und den Rest 450 auf mein Saldo gutschreiben. Aber nein , so musste ich erneut die Auszahlung beantragen und damit wieder bis 48 Stunden warten . Eine Taktik von Casino mit der Hoffnung dass ich das Geld auch verspielen werde. Also erstmal haben die mir die Auszahlung storniert, 1850 weggenommen und selbstverständlich auch die 369 von Wette sind ja auch weg. Jetzt kommt etwas ganz neues für mich. In 13 Jahre habe ich bei Sportwetten sowas nie erlebt. Dienstag abend währen UCL Spiele habe ich für 25 Euro eine livewette abgegeben. Die Gesamtquote war 7,377 also ein Gewinn vin ca 185 Euro. Ca 5 min vor Spielende gabs kein Cashout obwohl die Ergebnisse für ein Erfolg gesprochen haben . Nach der Spielende habe ich die Überraschung gehabt , als ich mir den Schein angeschaut habe , war die Gesamtquote um die 5 und der Gewinm plötzlich 126 Euro. Auf einmal waren ca 58 Euro weg. Plötzlich stand bei einem Spiel Erstattung obwohl ich selber kei. CASHOUT usw betätigt habe. Im Live Chat wurde mir gesagt dass bei dem ein Spiel eine Erstattung erfolgt hat. Ich habe sowas zum ersten mal erlebt, ich habe kein Cent Erstattung bekommen und natürlich 58 Euro weniger kassiert. Es ist einfach mit Abstand der schlimmste Casino wo ich mal gespielt habe. So ein Wilkommenbonus macht kein Sinn, und selbst wenn dann hätten die 950 Euro + 369 von Sport gutschreiben müssen. Die Auszahlung zu stornieren , ist auch eine Frechheit.

Dear Cata1992,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jettbet Casino.

Please note we can't help you regarding sports-betting-related issues. If you wish I'll send you resources that might help you with them.

Unfortunately, withdrawals can be canceled for a plethora of reasons. Although unpleasant, we can't penalize casinos for such practices.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain how much were your winnings after the wagering of the welcome bonus was complete?
• Was placing the bet the only activity you did after completing the wagering of the bonus?
• Have you managed to complete a withdrawal of the remaining winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I already had 4000 euros on it after the turnover conditions had been met, and I had already requested a withdrawal of 500 on Sunday morning at 8 a.m. As soon as I deposited, I received a lot of winnings. I can say that I won a lot right from the start with my 95 euros. First of all, the bonus money is deducted. With my real money, I placed a successful football bet for a win of 369 euros.

If the terms and conditions do not allow more than 5x bonus money withdrawal, then mine on Sunday morning was legitimate. They should not have cancelled my withdrawal on Tuesday, 48 hours later. Everything was verified. They should have paid out the 500 and credited the remaining 450 euros + 369 from the football bet.

And yesterday they even changed my total odds on the sports bet just before I was able to win 58 euros less.

Also ich hatte sogar schon 4000 Euro drauf nach dem die Umsatzbedienungen erfüllt wurden, und eine Auszahlung für 500 schon beantragt am Sonntag morgen um 8 Uhr. Sobald ich eingezahlt habe , habe ich schon viele Gewinne bekommen. Ich kann sagen dass ich mit meine 95 Euro schon von vorne an sehr viel gewonnen habe. Erstmal wird ja die Bonusgelder abgezogen. Mit mein Echtgeld habe ich auf eine erfolgreiche Fussballwette abgegeben für ein Gewin vom 369 Euro.

Wenn die AGBs nicht mehr als 5x Bonusgelder Auszahlung erlaubt, dann war meine am Sonntag morgen legitim . Die dürften am Dienstag 48h später, nicht meine Auszahlung stornieren. Alles war verifiziert. Die hätten die 500 auszahlen müssen , und die restliche 450 Euro + 369 von Fußballwette gutschreiben müssen.

Und gestern hatten die sogar meine Gesamtquote beim Sportwetten verändert kurz vor dem Erfolg um 58 Euro weniger zu gewinnen können.

Dear Cata1992

According to your own conclusion, the casino should have credited to your account 950€ plus 369€ winnings from a real money bet.

Could you please clarify how much was credited back to your account instead?

So after I had completed the sales conditions, I requested a 500 payout. When 1850 euros were deducted from me and the requested payout was cancelled, I only had 950 euros left with the reason that I had won too much and the maximum payout was 5x bonus money. That was no reason to cancel the payout after 3 days. The 500 euro payout was legitimate. And yes, I had also won a football bet 369, which also disappeared due to the 1850 euros. In the end I had 950 euros, I sent you all the screenshots

Also nach dem ich die Umsatzbedienungen erledigt habe ,hatte ich 500 Auszahlung beantragt. Als mir 1850 Euro abgezogen wurde und die beantragte Auszahlung storniert wurde, hatte ich nur noch 950 Euro mit der Begründung ich habe zu viel gewonnen bzw max Auszahlung wäre 5x Bonusgelder. Das war ja kein Grund mir nach 3 Tage die Auszahlung zu stornieren. Die 500 Euro Auszahlung war legitim. Und ja ich hatte auch eine FußballWette 369 gewonnen die mir durch die agbezogene 1850 Euro auch verschwanden. Letztendlich habe ich 950 Euro gehabt, die ganze Screenshots habe ich euch geschickt

Thank you very much, Cata1992, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Cata1992,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Please note we do not have sufficient insight into sportsbook issues, and we currently do not deal with sports betting-related issues. Therefore, I would like to inform you about the following:

• Since the casino left your €950 maximum cashout from the bonus on your account - there is nothing to solve anymore, that was the maximum cashout for a bonus you used, free money given by the casino on top of your deposit, with limitations and conditions, which were applied
• The difference between the odd you mentioned and the resulting odd of the payout from the bets made on sportsbook on October 1, 2024, 21:30 - unfortunately, there could be various reasons behind it, but we cannot help you review the issue because it is sportsbook matter completely
• If I understand the situation correctly, now we are trying to solve the winnings confiscation - winnings from sports betting, from the ticket submitted on September 29, 2024, 20:21, resulting in €369.28; we can at least try to help you restore these winnings since it looks they were accumulated from your funds after the bonus WRs were successfully met, so those funds should have been considered withdrawable/real money balance; however, we will need more information and details from the casino
• If I overlooked anything important, feel free to inform me or correct me

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Jettbet Casino team,

Could you please explain the player's situation in more detail? Can you provide us with the information on when exactly were the bonus wagering requirements met and the balance was converted to real money/withdrawable balance, and/or specify a reason for the confiscation of €369?

If the ticket was made from the balance after the bonus WRs were met, why would the casino confiscate winnings from these bets? Or, is there any other reason why winnings from the successful ticket were confiscated?

If it suits you better, feel free to send the necessary details and/or supporting evidence to my email address (branislav.b@casino.guru).

Even if the casino did everything correctly according to the terms and conditions, they are not allowed to refuse my withdrawal of 500 euros. They should have processed the withdrawal after 3 days and credited me with the rest up to 950, i.e. 450 euros. This is all independent of the 369 euros that were won on sports bets. With the sports bet I should normally have successfully received a legitimate withdrawal and been credited with 450+369. There is nothing more to say.

Selbst wenn der Casino anhang der AGBs alles richtig gemacht hat , dürfen die meine Auszahlung von 500 Euro nicht ablehnen. Die hätten die Auszahlung nach 3 Tage bearbeitet müssen und mir den Rest bis 950 gutschreiben müssen also 450 Euro. Das ganze unabhängig von 369 Euro die bei Sportwetten gewonnen wurden. Mit der Sportwette hätte ich normalerweise eine legitime Auszahlung erfolgreich ausgezahlt bekommen müssen und 450+369 gutgeschrieben. Mehr ist nicht zu sagen.

Dear all,

The relevant information has been relayed to Casino Guru.

Best regards,

JettBet Casino

Dear Cata1992,

According to the data, although it looks like you made sportsbook bets after the wagering requirements for the bonus were met, you made them before the balance was corrected to the maximum cashout limit for the bonus, which was done upon requesting a withdrawal. It means that you made sportsbook bets at the time your balance contained invalid winnings over the maximum cashout limit, and they were later completely voided. Therefore, I will need more details from the casino, and I will be likely forced to discuss the matter internally with the team. Once I know more, I will inform you.

However, I could see that after your withdrawal request of €500, the balance was finally reduced to the maximum cashout amount from the bonus - €950 (the withdrawal was cancelled but the amount included in those €950). From this amount, you requested a new withdrawal, which was deducted from your balance, and I could not find any point where it was denied/cancelled or credited back to your balance, which indicates it was likely successfully processed on the casino's side. Then, the remaining balance of €450 was used for further play, while I could see your balance was decreased to something around €133. Then the data ended.

Can you please inform me about the second withdrawal of €500? Did the casino process it and did you receive the payment of €500? Then - what other €450 are we talking about if you simply used most of this amount for further play? What happened with the €450 that was left on your account balance?

Dear JettBet Casino Team,

Thank you for your email and the details provided.

Can you please look at my last email regarding the matter and provide me with the requested?

Thank you.

Dear all,

The relevant information has been relayed to Casino Guru.

Best regards,

JettBet Casino

I knew from the start that there was no point in filing a complaint here. It doesn't matter what happens with the second withdrawal or the other 450 euros. If I had a problem with these two things, it would be listed here. My problem is, I requested a 500 euro withdrawal which was legitimate. It was not over the maximum withdrawal amount, my bonus was used. Yes, I had won too much, they deducted the money again, and yes, they didn't credit me with the money from the football bet at the end, but why did they cancel my first withdrawal? So that I could gamble away the money? Yes, of course I gambled away everything, but that's my concern. But to just cancel withdrawals like that after I've waited 3 days is outrageous. And Casino Guru, if you're fair to the person, you'll investigate this cancellation and if there is no proper explanation, which there won't be, you'll put a red stamp on the casino with a capital FRAUD! And so the others will never touch Jettbet again.

Ich wusste von vorne dass es nichts bringt hier eine Beschwerde einzureichen. Ist doch egal was mit der zweite Auszahlung passiert oder mit dem anderen 450 Euro. Wenn ich mit dieser 2 Sachen ein Problem hätte, dann wärs hier aufgelistet. Mein Problem ist, ich habe eine 500 Euro Auszahlung beantragt die legitim war. Die war nicht über der max Auszahlungsbetrag, mein Bonus wurde umgesetzt. Ja, ich hatte zu viel gewonnen, die haben das Geld wieder abgezogen, und ja die haben mit auch das Geld von Fußballwette nicht gutgeschrieben am Ende, aber warum haben die meine erste Auszahlung storniert? Damit ich die das Geld verspielen kann? Ja natürlich habe alles verspielt aber das ist meine Sorge. Aber einfach so Auszahlungen stornieren nach dem ich 3 Tage gewartet habe ist unverschämt. Und Casino Guru wenn ihr fair zu dem Menschen seit , untersucht ihr diese Stornierung und wenn keine richtige Erklärung gibt, was auch nicht geben wird, setzt ein roten Stempel dem Casino mit großgeschrieben BETRUG! Und so fassen die anderen Jettbet nie wieder.

Thank you both for your replies.

Dear Cata1992,

Alright, I am here with some news, but I think it will not make you happy.

As for the sportsbook bet - as I mentioned, it is considered invalid since made with funds at the time your balance contained also significant amount exceeding the maximum cashout before the maximum cashout limit was applied.

The maximum cashout was applied to your balance after you submitted a withdrawal request of 500€. Upon the maximum cashout limit application, your withdrawal was returned to your balance, and the balance was corrected to the maximum cashout. Then, there was another withdrawal request. While you were waiting for the second withdrawal to be processed, you played with the rest (450€). You also cancelled your second withdrawal yourself and continued playing with it. If I understand it correctly, the whole 950€ was ultimately lost by playing.

So, I dare to disagree. It matters what happened with the second withdrawal - since it was basically the same 500€ as before, but after the maximum cashout limit was applied. You cancelled the withdrawal and lost the funds by playing.

Since the sportsbook bet is considered invalid, and you basically lost the whole maximum cashout amount by playing, why should a possible delay in processing the first withdrawal have to do anything with your second withdrawal of the same amount, which you decided to cancel and play away?

It was enough to only wait until the second withdrawal would have been fully processed. To be honest, now I do not understand what is the problem here. Do I understand correctly that you expect the casino could return your winnings that were already lost by playing? I sincerely believe you understand that it will not be possible and that I will be forced to close/reject the complaint.

Dear Cata1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.