Jet Casino - El jugador está solicitando un reembolso de sus depósitos.

I have a self-exclusion due to gambling problems at a sister casino: Sol Casino, some time later I opened an account at Jet casino, said account was opened with the same email, same phone number and everything was the same as the account I opened at Sol Casino, check the account with the same documents credential etc, it is assumed that I was self-excluded in their sister casino and since the verification they must have rejected me and they did not allow me to continue making multiple deposits and when I no longer deposit they closed my account, their explanation at the closing of my account was that sol casino told them that I had problems with the game (I have everything saved in screenshots from the live chat of jet and sol casino) because if sol casino had already warned them of my problems with the game, They allowed me to verify my account, even to deposit large amounts of money without putting a stop on me, but they put the stop on me until I had lost all my money, I ask for ree reimbursement of the losses in jet casino since it had an active self-exclusion in its sister casino

tengo una autoexclusion por problemas de juego en un casino hermano: Sol Casino, tiempo después abrí una cuenta en Jet casino dicha cuenta fue abierta con el mismo correo mismo número de teléfono y todo igual a la cuenta que abrí en sol casino, verifique la cuenta con los mismos documentos credencial etc, se supone que estaba autoexcluido en su casino hermano y desde la verificación debieron de haberme rechazado y no lo hicieron dejaron que siguiera haciendo múltiples depósitos y cuando ya no deposite más cerraron mi cuenta, su explicación al cierre de mi cuenta fue que sol casino les aviso que yo tenía problemas con el juego (todo lo tengo guardado en capturas de pantallas desde el chat en vivo de jet y sol casino) por que si sol casino ya les había avisado de mis problemas con el juego, permitieron que yo verificara mi cuenta incluso que yo depositara grandes cantidades de dinero sin ponerme un alto, si no que el alto me lo pusieron hasta que había perdido todo mi dinero, pido el reembolso de las pérdidas en jet casino ya que contaba con una autoexclusion activa en su casino hermano

Hello angelescar16 ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account closed in Jet Casino? Did they block you right after the verification? How much did you deposit into the casino in total? When was the last time the casino responded and what did they respond?

Looking forward to your answer.

Regards,

Nick

-Could you tell us since when your Jet Casino account is closed?

My jet casino account is blocked from October 18 -20 approximately I don't know the exact answer since the casino closed my account and never notified me or anything I came to realize because I couldn't enter anymore then I contacted the chat and they told me that had been closed due to gambling problems

-Did you get blocked right after verification? No, I was able to perform a complete verification upload all my documents the same ones that I used in their sister casino SOL and make multiple deposits in several days later

-How much did you deposit in total at the casino? an approximate of 36 thousand 800 Mexican pesos

-When was the last time the casino responded and what did they respond? I contacted both casinos on jet they told me that they blocked my account because sol casino told them about my problems with the game and that the block was permanent, then I contacted sol casino and they replied this I quote: Veronica 07:54

Because you have registered on this site after being blocked from our site. As part of the license, your profile has been blocked at Jet Casino.

(Attachment screenshot)

They give me to understand that jet casino knew about my problem with the game and was notified I have ignored and let me make multiple deposits and play until I reach 0 I have screenshots of my chat with sol and jet casino of the last chats

-Podría informarnos desde cuándo está cerrada su cuenta en Jet Casino?

Mi cuenta jet casino está bloqueada desde el 18 -20 de octubre aproximadamente no se la respuesta exacta ya que el casino cerró mi cuenta y jamás avisó ni nada me vine a dar cuenta por que ya no podía entrar luego contacté al chat y me dijeron que había sido cerrada por problemas con el juego

-Te bloquearon justo después de la verificación? No, pude realizar una verificación completa subir todos mis documentos los mismos que usé en su casino hermano SOL y realizar múltiples depósitos en varios días posteriores

-Cuánto depositó en total en el casino? un aproximado de 36 mil 800 pesos mexicanos

-Cuándo fue la última vez que respondió el casino y qué respondieron? Contacte a ambos casinos en jet me dijeron que bloquearon mi cuenta por qué sol casino les aviso de mis problemas con el juego y que el bloqueo era permanente, luego contacté a sol casino y me respondieron esto cito: Veronica 07:54

Porque se ha registrado en este sitio después de haber sido bloqueado en nuestro sitio. Como parte de la licencia, su perfil ha sido bloqueado en Jet Casino.

(adjunto captura de pantalla)

Me dan a entender que jet casino sabía de mi problema con el juego y fue notificado he ignoro y me dejo realizar múltiples depósitos y jugar hasta quedar en 0 tengo capturas de mi chat con sol y jet casino de los últimos chats

Did they mention if there's any chance for a refund of your deposits? Did you request for it?

They did not mention it but from the beginning I asked both parties first to jet casino what was the reason for blocking my account and they told me that they were informed by sun casino of my gambling addiction and that is why they closed my account permanently that was the first time then the next day i checked with sol casino again and they told me that they informed jet casino of my gambling problem and that was why my account had been closed, so jet casino knew about my problem and preferred to ignore it allow me to verify my account and make multiple deposits I consulted the jet casino chat but when I asked them why they let me deposit if they already knew about my problems with the game the chat closed and I did not see if they answered me I sent a message again but It already appeared offline, I sent them the same email when they closed my account alleging the same thing and they did not answer me to date

No lo mencionaron pero les pregunté desde un inicio a ambas partes primero a jet casino cual era el motivo del bloqueo de mi cuenta y ellos me dijeron que fueron informados por sol casino de mi adiccion al juego y por eso ellos cerraron mi cuenta de manera permanente esa fue la primera vez luego al siguiente día volví a consultar con sol casino y me dijeron que informaron a jet casino de mi problema con el juego y por eso había sido el cierre de mi cuenta, entonces jet casino sabía de mi problema y prefirió ignorarlo permitirme verificar mi cuenta y realizar múltiples depósitos consulté en el chat de jet casino pero al preguntarles esto del por qué me dejaron depositar si ya sabían de mis problemas con el juego el chat se cerró y ya no vi si me contestaron volví a mandar mensaje pero ya me aparecía sin conexión les envié igual correo cuando me cerraron mi cuenta alegando esto mismo y no me contestaron hasta la fecha

It seems unfair to me that if they already knew about my gambling problem they let me deposit and deposit and when I lost everything they closed my account and the reason they gave me is that they were informed by Sol Casino of my gambling problems and that the closure of the account is irreversible, so this makes me understand that they already knew about my problem and waited for me to lose everything to close it

Se me hace injusto que si ya sabían de mi problema con el juego me hayan dejado depositar y depositar y ya cuando perdí todo cierran mi cuenta y la razón que me dan es que fueron informados por sol casino de mis problemas de juego y que el cierre de la cuenta es irreversible, entonces esto me da a entender que ellos ya sabían de mi problema y esperaron a que yo perdiera todo para realizar el cierre

What Sol casino told me regarding my account and that they informed jet casino to block my account in the same way words from sol casino advisors I quote: why did you register on this site (Jet casino) after being blocked from (sol casino) and as part of the license your profile has been blocked from jet casino

Lo que me dijo Sol casino respecto a mi cuenta y que ellos informaron a jet casino para que bloqueara mi cuenta de igual forma palabras de asesores de sol casino Cito: por qué se ha registrado en este sitio ( Jet casino) después de haber sido bloqueado de (sol casino) y como parte de la licencia, su perfil ha sido bloqueado de jet casino

Jet casino

Hello angelescar16,

Can you please clarify the dates a little more detailed?

When did you request to close your SOL account and when did the casino close it? When did you register into Jet Casino and when did you deposit there?

On October 11, I requested the closure of my account in sol casino via chat, I told them that I had problems with the game and that I wanted self-exclusion, they closed my account within minutes, some time later on 14-15 I registered in jet casino with the same email as in sol casino, carry out the complete verification with the same documents as in sol casino and they accepted them within the hours they completed my verification

El 11 de octubre solicite el cierre de mi cuenta en sol casino vía chat, les dije que tenía problemas con el juego y que quería la autoexclusion, ellos cerraron mi cuenta a los minutos, tiempo después el 14-15 me registre en jet casino con el mismo email que en sol casino, realice la verificación completa con los mismos documentos que en sol casino y los aceptaron a las horas completaron mi verificación

I deposited the same 14 I made several deposits later I deposited again days later on October 17 I deposited again and made a single withdrawal of $3000 mx then I deposited it again on October 17-18 and lost all this without jet closing my account time then I tried to enter the account I think it was on October 22-23 and my account could no longer access, I contacted the support and they told me that sol casino told them about my problem with the game and they closed my account because their license did so indicates they told me that the closure of my account was permanent and could not be reopened, that's why I come here and ask for the Refund of my deposits since they should have closed my account from the moment of registration (with the same data as in sol casino) verification (with the same data as in sol casino) they decided to ignore and wait for me to have multiple losses for now if they pay attention to their casino brother sol casino and close my account

Deposite el mismo 14 realice varios depósitos después volvía a depositar días después el 17 de octubre volví a depositar y realizar 1 solo retiro de $3000 mx luego lo volví a depositar el 17-18 de octubre y a perder todo esto sin que jet cerrara mi cuenta tiempo después intenté entrar a la cuenta creo que el 22-23 de octubre y mi cuenta ya no podía acceder, contacté al soporte y me dijeron que sol casino les dijo de mi problema con el juego y cerraron mi cuenta por que su licencia así se los indica me dijeron que el cierra de mi cuenta era permanente y no se podía volver abrir, por eso vengo aquí y pido la Devolucion de mis depósitos ya que ellos debieron de haber cerrado mi cuenta desde el momento del registro( con mismos datos que en sol casino) verificación (con mismos datos que en sol casino) decidieron ignorar y esperar que tuviera múltiples pérdidas para ahora si hacerle caso a su casino hermano sol casino y cerrar mi cuenta

Any update?

Alguna actualización ?

Hello angelescar16,,

Sorry for the late update as I've been out of the office for a week. I will now forward your complaint to my colleague Tomas (tomas@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello angelescar16,

I will assist you with the complaint from now on. I'll contact the casino and ask for their help with the case.

Jet Casino team,

Would you be able to comment on the issue? Will you be refunding any deposits angelescar16 made since opening the account with Jet Casino? Please let us know.

Nice to meet you, Angelescar16! You registered on our website before the appearance of the ludomaniac recognition and tracking system. After its appearance in mid-October, all active accounts of ludomaniacs on our sites were blocked. You registered on the site yourself, while knowing that you had previously declared an addiction.

Sincerely,

Jet Casino!

Hello all,

Thanks for the reply to the Jet Casino representative.

angelescar16,

Could you explain how SOL Casino informed you about the self-exclusion after you requested it? Could you forward any emails that confirm you are self-excluded from the casino to my email tomas@casino.guru ?

I registered exactly in the middle of October on the 14th and the reason why they blocked my account according to your own chat workers was because of a notice from Sol Casino of my problem with the game, saying that I appeared in the middle of October in their system of ludomiacs It is very illogical why I just registered a 14 and you closed my account after the 20

me registre exactamente a mediados de octubre el 14 y la razón por la cual bloquearon mi cuenta según tus propios trabajadores del chat fue por un aviso de sol casino de mi problema con el juego, decir que aparecí a mediados de octubre en su sistema de ludomaniacos es muy ilógico por qué Justo me registre un 14 y ustedes cerraron mi cuenta después del 20

So you as a casino have 0 commitment to helping players with gambling problems, you don't care to take care of them and you ignore all the systems that could have thrown red flags about it, like me registering with the same data as that I verified my account and it was the same person who came from his other project (sol casino) due to problems with the explicit game

Entonces ustedes como casino tienen 0 compromiso en ayudar a los jugadores con problemas con el juego, no les importa cuidar de ellos y pasan por alto todo los sistemas que pudieron haber arrojado aletas rojas de ello, como que me registre con los mismos datos como que verifique mi cuenta y era la misma persona que venía de su otro proyecto (sol casino) por problemas con el juego explicito

I closed my sol casino account via online chat, they kindly assisted me and within minutes they informed me of the closure of the account but they never sent me an email, but some time later I asked them if my account was blocked and they answered me in the same way via chat, I have the screenshots

Mi cuenta de sol casino la cerré vía chat online, ellos me atendieron amablemente y en minutos me informaron del cierre de la cuenta pero nunca me enviaron un email, pero tiempo después yo les pregunté por mi cuenta si estaba bloqueada y me respondieron de igual forma vía chat, tengo las capturas

Hello angelescar16,

Unfortunately, casinos don't necessarily exclude players across their network. Also, many licensing authorities don't require casinos to do so. Unless the casino expressly tells you that you are excluded across their casino network or across all casinos under the same license, such self-exclusion will be limited to a single casino only. The casino doesn't specify its approach to this issue in its responsible gambling policy or terms and conditions as far as I am aware.

I am terribly sorry this happened to you but nothing in the communication between you and the casino support suggests they excluded you both from SOL and Jet Casino at the time you requested it from SOL Casino support. I requested from the casino explanation if you are eligible for any refund on your deposits but if you deposited in the casino prior to their knowledge of your gambling problems (even if it was after your exclusion from their sister casino) there is not much we can ask them to do for you.

Glead to see you, Angelescar16! We work in accordance with the license, our license recommends that we block players who have gambling problems on all our partner projects, based on personal experience, we block immediately on all projects in order to protect the player from unnecessary expenses and ourselves from further violations.

Best regards,

Jet Casino!

Dear Jet Casino representative,

According to the timeline Angelescar16 described above, she registered in the Jet Casino after she self-excluded herself from SOL Casino. Could you explain if the self-exclusion block was supposed to be active for all the casinos in your network at the time she registered at Jet Casino and if as a consequence she is entitled to any deposits she made to Jet Casino to be returned to her?

Nice to meet you, Tomas! The system of automated identification of players with gambling addiction who have ever declared their addiction appeared with us in mid-October, after the player had registered on JET and made bets, while withdrawing funds, because before that such moments were not tracked manually, it was difficult to notice that the player had created a new account, but this program tracks players with similar e-mail and data. The funds cannot be refunded because the player, being blocked on one project due to gambling addiction, should not have registered on another project, under his own responsibility, but the player registered and started betting, withdrawing funds, as soon as our program for automated identification of players with addiction was implemented, the player's account was blocked without the possibility to return the funds, because the player already spent them on his own, knowing that it has problems with addiction. Also, we draw your attention to the fact that if, when blocked on the SOL project due to gaming addiction, the player had an account on JET, it would have been immediately blocked, but since the player started an account after being blocked on SOL, we could not track it manually on JET until our program appeared in mid-October.

Sincerely,

Jet Casino!

Dear Jet Casino representative,

Thanks for your replies so far.

Could you explain the reason why Angelescar16's account was blocked on SOL Casino on October 11th? Was the reason for blocking a gambling problem or not? Please let us know what was your conclusion about the player's decision from that time.

Hello, Tomas! Angelescar16's reason of blocking the profile on SOL Casino was gambling problems.

Best wishes,

Jet Casino!

Dear Jet Casino representative,

thanks for the detailed explanation. Could you advise what was the player's balance on the Jet Casino account at the moment of the block?

Dear Tomas, the player's balance at the moment of the block was 0.00 MXN on JET Casino.

Best regards,

Jet Casino!

jet casino is lying when they say, our license recommends that we block players who have gambling problems from all our partner projects, based on personal experience, we immediately block all projects to protect the player from unnecessary spending and us same of future infractions.

Since they allowed me to register, the same information and carry out an account verification and they never denied me to play in their casino, it was some time later until I had lost a lot of money, it is incredible that a casino lies in this way and contradicts itself so much

and then to say that your system for automatic identification of gambling addicted players who have ever declared their addiction appeared with us in mid-October, after the player registered with JET and placed bets, while withdrawing funds, because before that those moments were not tracked manually

I only made 1 withdrawal and then I bet it again and lost, if they are supposed to have an automatic system why did it take more than 10 days to block my account after registration, verification, deposits and 1 withdrawal, I hope players notice that in the jet casino and sister casinos do not take gambling seriously and they change the rules for convenience.

sol casino confirmed the first time I asked why they closed my account in their sister project jet casino and their answer was this, they make it clear that due to their license they have to block all partner casinos

jet casino miente al decir que, nuestra licencia recomienda que bloqueemos a los jugadores que tienen problemas de juego en todos los proyectos de nuestros socios, en base a la experiencia personal, bloqueamos inmediatamente en todos los proyectos para proteger al jugador de gastos innecesarios y a nosotros mismos de futuras infracciones.

ya que a mi me permitieron registrarme, mismos datos y realizar una verificación de la cuenta y jamás me negaron jugar en su casino fue tiempo después hasta que había perdido mucho dinero, es increíble que un casino mienta de dicha forma y se contradiga tanto

y luego decir que su sistema de identificación automática de jugadores con adicción al juego que alguna vez han declarado su adicción apareció con nosotros a mediados de octubre, después de que el jugador se registrara en JET y hiciera apuestas, mientras retiraba fondos, porque antes de eso esos momentos no se rastreaban manualmente

solo realice 1 retiro y luego lo volví a apostar y a perder, si se supone que tienen un sistema automático por qué pasó más de 10 días en bloquear mi cuenta después de registro verificación depósitos y 1 retiro, espero que los jugadores se fijen que en el casino jet y casinos hermanos no se toman con seriedad el problema con el juego y que cambian las reglas en cuanto a su conveniencia.

sol casino me confirmo la primera vez que le consulte el por qué cerraron mi cuenta en su proyecto hermano jet casino y su respuesta fue esta, dejan claro que por su licencia tienen que bloquear de todos los casinos socios

Unbelievable contradictions in these paragraphs (our license recommends that we block players who have gaming problems in all projects of our partners, based on personal experience, we immediately block in all projects to protect the player from unnecessary expenses and us) themselves from future violations ) (automatic identification system of gambling addicted players who have ever declared their addiction appeared with us in mid-October, after the player registered with JET and placed bets, while withdrawing funds, because before from that those moments were not tracked manually, only It was difficult to notice that the player had created a new account, but this program tracks players with email and similar data)

How can they say that, if they allowed me to register and VERIFY myself using my same information and email address, including the same official identification photos, proof of address and selfie with identification, and at no time did they stop me for my gambling problems registered in sol casino, it is a mockery for all of us who have gambling problems to say that the system then detected me for 1 withdrawal, are you kidding jet casino? In other words, you let players with gambling problems play all their money without a problem, but if there is a record then their alert goes off and then they realize that they have a self-exclusion with their sister casino and then they block the account, incredible everything that you comment only lie and lie and do not comply with what they say in those paragraphs or what their license dictates.

Tomas, I would really appreciate it if you could give me the email or page where I can contact the jet casino license to be able to present my complaint officially with them. I would really appreciate it.

Increíble las contradicciones en estos parrafos ( nuestra licencia recomienda que bloqueemos a los jugadores que tienen problemas de juego en todos los proyectos de nuestros socios, en base a la experiencia personal, bloqueamos inmediatamente en todos los proyectos para proteger al jugador de gastos innecesarios y a nosotros mismos de futuras infracciones ) (sistema de identificación automática de jugadores con adicción al juego que alguna vez han declarado su adicción apareció con nosotros a mediados de octubre, después de que el jugador se registrara en JET y hiciera apuestas, mientras retiraba fondos, porque antes de eso esos momentos no se rastreaban manualmente, solo Era difícil notar que el jugador había creado una nueva cuenta, pero este programa rastrea a los jugadores con correo electrónico y datos similares)

como pueden decir eso, si a mi me permitieron registrarme y VERIFICARME usando mis mismos datos y correo electrónico incluso mismas fotos de identificación oficial comprobante de domicilio y selfie con identificación, y en ningún momento me pusieron un alto por mis problemas con el juego registrados en sol casino, es una burla para todos los que tenemos problemas con el juego que digan que el sistema luego me detecto por 1 retiro, estás de broma jet casino? O sea que dejas que los jugadores con problemas con el juego, jueguen todo su dinero sin problema pero si hay un registro entonces su alerta salta y ahí si se dan cuenta que tiene una autoexclusion con su casino hermano y ahí si bloquean la cuenta, increíble todo lo que comentan ustedes solo mienten y mienten y no cumplen lo que dicen en esos párrafos ni lo que su licencia les dicta.

Tomas te agradecería mucho si por favor me das el correo o página donde yo pueda contactar a la licencia de jet casino para poder presentar mi queja de forma oficial con ellos te lo agradecería muchísimo

Hello Angelescar16,

I noticed these might seem like contradictions. The problem lies in how the casino systems were set up and it seems due to this, when it comes to your Jet Casino account they were only aware of your gambling problems after the implementation of these new systems, and subsequently, they acted correctly and blocked you. Ideally, the preventive measures the casino representative described would apply to your case, but it seems they didn't.

If the SOL Casino support didn't explicitly tell you you are blocked from additional websites, it's reasonable to say no block other than for your account in the SOL Casino was active. Under these circumstances, we can't insist on Jet casino returning your deposits.

Please contact the Curacao Antillephone gambling authority at certria@gaminglicences.com if you wish to pursue this issue further. Let me know how they responded. (tomas@casino.guru)

It pains me that I can't do more for you, but this complaint will be closed.