JETWIN Casino - A conta do jogador foi encerrada e o link de retirada foi atrasado.

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

1. I can't tell you the exact amount, because my account is blocked, and what the exact balance was = I don't remember, a week has already passed.. (I remember exactly that it was a little more than 700 USD) approximately 704 usd around this amount)
2. I didn't receive any letters from the casino, I didn't receive any letters from them at all during the entire period of using the account
3. except for their point in the rules and regulations there is no explanation. I sent screenshots of the correspondence with the support service to your email...it's all written there

1. Точную сумму я не могу назвать, так как мой аккаунт заблокирован, а какой точный остаток был = я не помню, уже неделя прошла..( точно помню что было чуть больше 700 USD) примерно 704 usd около этой суммы)
2. никаких писем я не получал от казино, от них вообще письма не приходили за весь период пользования аккаунтом
3. кроме их пункта в правилах и положении обьяснения нет. я отправил скриншоты переписки со службой поддержки вам на почту...там все написано

I just spoke with support again... and they again claim that the money was paid through the Fokawa wallet... but I don't have this wallet and I didn't specify any address when withdrawing funds, since their system is set up so that the wallet needs to be entered only after the withdrawal is approved in the link itself that they are supposed to send!!!

только что я снова общался с поддержкой...и они снова утверждают что деньги были выплачены через кошелек Fokawa...но у меня нет этого кошелька и никакого адреса в выводе средств я не указывал, так как их система настроена так, что кошелек нужно вводить только после одобрения вывод в самой ссылке которую они додлжны прислать!!!

Here is my correspondence with the support service...competence level 0...this is a dead end!

вот моя переписка со службой поддержки...уровень компетентности 0 ...это тупик!

I would like to draw attention (this is visible in the correspondence) to the fact that I did not receive an answer to the question: what did I violate?

I understand that there is a 99% chance that I won't get my money, but at least I can convey to you how inadequate this casino is... and to protect other decent players from this SCAM!!

P.S. I still haven't received the letter in the mail!!!!

хочу обратить внимани(в переписке это видно) что на вопрос что я нарушил? я не получил ответа!!

я понимаю что с вероятностью 99% я не получу свои деньги, но по крайней мере я смогу донести до вас насколько это не адекватное казино.. и чтобы обезопасить других порядочных игроков от этого СКАМА!!

P.S. я так и не дождался письма на почту!!!!

I would like to point out one more feature...

During the entire period of using the account, I never received a letter from Jet.win

no advertising, no news from this site, absolutely nothing (I just noticed this now)

and I had a thought that maybe because of this there is no communication, since chat support does not solve anything, and I do not receive a letter by mail. Maybe they have blocked the domain from my mail and therefore there is no connection.... the mail itself is working, letters and advertising come from other companies.

I decided to write to their support email myself

and actually without result...and here is the main question?

They are ignoring me or I am not receiving emails from them

хочу подметить еще одну особенность...

за весь период использования аккаунта мне ни разу не пришло письмо от Jet.win

никакой рекламы, никаких новостей от этого сайта, абсолютно ничего ( я только сейчас обратил на это внимание)

и меня посетила мысль, что возможно из-за этого нет никакой коммуникации, так как поддержка в чате ничего не решает, а на почту я не получаю письмо. Возможно у них заблокирован домен от моей почты и по этому связи нет....сама почта рабочая, письма и реклама приходит от других компаний.

я решил сам написать на почту их поддержки support@jet.win

и собственно безрезультатно....и тут главный вопрос?

это они меня игнорируют или мне письма на почту не доходят от них

Hi konst.vas001,

Thank you for providing these details, gamonbryzy.

To help us better understand your account history and gaming activity, could you please answer a few questions:

• How long ago did you register your account with the casino?
• Did you successfully complete account verification?
• Which games have you been playing (e.g., live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?

Your answers will help us better understand your player profile and communicate your case to the casino.

Looking forward to hearing from you.

I registered around October 12th.

the casino didn't require me to verify my identity. It was enough to confirm my email and the account was marked as verified!

Placed bets on sports

I didn't participate in any bonuses...the winnings were accumulated without a bonus!

Зарегистрировался я примерно 12 октября

казино не требовало от меня проверку личности. Достаточно было подтвердить почту и аккаунт помечался как верифицированный!

Совершал ставки на спорт

в бонусах никаких не участвовал....выигрыш был накоплен без бонуса!

Hello, the answer to my request:

"Hello,

I hope this E-mail finds you well

Upon checking, I would like to inform you that there is no longer a balance in your account.

Thank you for your patience.

If we can be of any further assistance, do not hesitate to contact us back"

They are clearly making fun of me...

I understand that there is a 99% chance that I will not see my money, but I want to protect potential players from this casino, since it is a brazen SCAM.

привет ответ по моему запросу:

"Hello,

I hope this E-mail finds you well

Upon checking, I would like to inform you that there is no longer a balance in your account.

Thank you for your patience.

If we can be of any further assistance, do not hesitate to contact us back"

они явно издеваются....

я понимаю что с вероятностью 99% я не увижу денег своих, но я хочу обезопасить потенциальных игроков от этого казино, поскольку это наглый СКАМ.

Thank you, konst.vas001, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.