Jet Casino - El jugador aún no ha recibido las ganancias.

Hello, unfortunately I placed a bet on September 7th, 2022 in the amount of 350 euros, then I also won the bet and it was displayed to me like that, after the game the bet was canceled in cold blood and I was given the 350 euros that I had wagered given back.

I then wrote the support and their answer was.

Jetcasino

"According to the clause in the Rules: 3.1 "The JET "Sport" platform reserves the right to cancel any bet placed on obviously "bad", excluded odds or if the bet was placed after the start of the event. "You placed a bet at odds that did not match the event at the time of the penalty. Your bet has therefore been canceled and the funds returned to your balance"

My answer :

"Good evening, I placed a bet in regular time. 3 minutes later came a penalty. The clause you mentioned has nothing to do with my bet. The bet was accepted and a goal was scored 3 minutes later. Wetta submission was at 10: 53 pm and the goal was scored at 10:56 pm I ask you to check."

Jet casino answer

" Of course we double checked your bets. According to the rules, the sports platform has the right to cancel a bet if it does not match the odds for the event. The money has been returned to your account."

here it is also clear that the bet is won.

And after the game was over they canceled the bet.

Their justification is completely nonsensical, why do they offer such a quota, this clause has no sense at all.

What can I do and how should I proceed.

Best regards

Guten Tag, leider habe ich am 7.9.2022 eine Wette abgeschlossen im wet von 350 Euro, daraufhin habe ich die wette auch gewonnen und würde mir auch so angezeigt, nachdem Spiel wurde die wette eiskalt storniert und mir wurde die 350 Euro die ich eingesetzt habe zurück gegeben.

Ich habe daraufhin den Support geschrieben und deren Antwort war.

Jet casino

"Gemäß der Klausel in den Regeln: 3.1 "Die JET "Sport"-Plattform behält sich das Recht vor, jede Wette zu stornieren, die auf offensichtlich "schlechte", ausgeschlossene Quoten platziert wurde oder wenn die Wette nach Beginn des Ereignisses platziert wurde." Sie haben zum Zeitpunkt der Strafe eine Wette zu Quoten abgeschlossen, die nicht dem Ereignis entsprachen. Ihre Wette wurde daher storniert und das Guthaben auf Ihr Guthaben zurückgebucht"

Meine Antwort :

"Good evening, I placed a bet in regular time. 3 minutes later came a penalty. The clause you mentioned has nothing to do with my bet. The bet was accepted and a goal was scored 3 minutes later. Wetta submission was at 10:53 p.m. and the goal was scored at 10:56 p.m. I ask you to check."

Jet casino Antwort

" Natürlich haben wir Ihre Wetten doppelt geprüft. Nach den Regeln hat die Sportplattform das Recht, eine Wette zu stornieren, wenn sie nicht den Quoten für das Ereignis entspricht. Das Geld wurde auf Ihr Konto zurücküberwiesen."

hier steht auch eindeutig das die wette gewonnen ist.

Und nachdem das Spiel aus war haben sie die wette storniert.

Deren Begründung ist völlig unsinnig, wieso bieten die denn solche qoute an, diese Klausel hat garkein Sinn.

Was kann ich tun und wie soll ich vorgehen.

Beste Grüße

Dear aminmardenlli92,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear aminmardenlli92,

Have you received your withdrawal from the casino yet?

Hello, no I have not received any payout and also closed my account at jet casino.

Hallo, nein ich habe keine Auszahlung erhalten und habe auch mein Konto bei jet casino geschlossen.

Thank you for your reply, aminmardenlli92. After reading your complaint we’ve realized that this complaint is sports betting related, but please correct me if I am wrong. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. Please, do not hesitate to let me know if there is anything else I could help you with.

Thank you very much for your understanding.

Dear aminmardenlli92,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.