Jettbet Casino - Аккаунт игрока был закрыт из-за заявления о его игровой зависимости.

Hello,

I have deposited a total of 3050 euros at Jettbet Casino.

With that, I was able to win over 7740 euros.

I requested a withdrawal of 500 euros, and 7240 euros are still in my game account.

I provided and uploaded all the necessary documents for verification to the casino.

A day later, my account was blocked.

I receive the error message: User is blocked due to gambling addiction.

I do not suffer from a gambling addiction and I never requested my account to be blocked.

hallo

ich habe im jettbet casino insgesamt 3050 euo eingezahlt.

ich konnte damit über 7740 euro gewinnen.

500 euro habe ich zur auszahlung beantragt und 7240 euro befinden sich noch auf mein spielaccount.

ich habe alle erforderlichen dokumente zur verifizierung dem casino zur verfügung gestellt und hochgeladen.

ein tag später wurde mein account gesperrt.

ich erhalte die fehlermeldung:benutzer ist wegen einer spielsucht gesperrt.

ich leide an keiner spielsucht und habe auch nie darum gebeten meinen account zu sperren.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if there is a chance that you requested self-exclusion in a sister casino in the past?
• Did you receive any confirmation from the casino regarding successful verification before your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

the casino apologized to me and reopened the account

it was probably a misunderstanding

500 euros were paid out today

I can only request a payout of 500 euros at a time

that is the limit

7246 euros are still open

please leave the complaint open until my money has been paid out in full

das casino hat sich bei mir entschuldigt und das konto wiedereröffnet

es war wohl ein missverständnis

500 euro wurden heute ausgezahlt

ich kann immer nur jeweils eine auszahlung von 500 euro beantragen

das ist das limit

7246 euro sind noch offen

bitte lassen sie die beschwerde geöffnet bis mein geld vollständig ausgezahlt wurde

Thank you for your reply, fowi30. Of course, I will keep this complaint open for longer. Please, keep me updated

Dear fowi30,

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.

there is still a little over 5300 euros outstanding

it takes time because I can only apply for 500 euros at a time

es sind noch etwas über 5300 euro offen

es dauert da ich immer nur 500 euro beantragen kann

Could you please give us an update regarding this complaint? How much money you have left to withdraw? Do you currently have any pending withdrawals?

I still have 3800 euros to pay out

Unfortunately it takes so long because I can only apply for 500 euros at a time and usually have to wait 2-3 days until the payment has been processed

ich habe immer noch 3800 euro auszuzahlen

es dauert leider so lange weil ich immer nur jeweils 500 euro beantragen kann und meist 2-3 tage warten muss bis die auszahlung bearbeitet wurde

I apologize but it can take a few more weeks to receive all the remaining winnings, and we cannot keep this complaint open and basically inactive for so long. Therefore, I will now close it as resolved and in case the casino stops processing your withdrawal requests according to the schedule, please get back to us and we can reopen the complaint and investigate further.

We appreciate your cooperation and understanding, fowi30, and If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.