Jet Casino - Los retiros de jugadores se han retrasado durante más de un mes.

Hello,

On July 3rd, I made two withdrawals: one for 900 euros and another for 340 euros.

According to the casino, these withdrawals have been processed and completed.

However, the money has never arrived in my account.

The casino sent me a copy from the payment system, which supposedly describes the withdrawal.

As I said, the money has never arrived.

It's been a month now and I still haven't received anything.

I wanted to review all the withdrawals from July and compare them with my bank account.

However, I can only look back as far as July 11th, and the casino also refuses to send me a document listing all withdrawals.

What should I do?

I have sent the casino my entire July bank statement, clearly showing that the money never arrived.

They are not helping me at all and are completely ignoring my questions.

I am at a loss and don't know what to do...

Guten Tag

Ich habe am 3. Juli 2 Auszahlungen von 900 Euro und 340 Euro gemacht.

Laut Casino sind diese Ausbezahlt und auch abgeschlossen.

Das Geld ist aber nie auf meinem Konto angekommen.

Nun haben Sie mir eine Kopie vom Zahlungssystem zukommen lassen, wo anscheinend die Auszahlung beschrieben wird.

Wie gesagt, dass Geld ist nie angekommen.

nun ist es 1 Monat her und ich habe immer noch nichts bekommen.

Ich wollte alle Auszahlungen vom Juli anschauen und mit meinem Bankkonto abgleichen.

Ich kann jedoch nur bis zum 11. Juli zurückschauen und das Casino will mir auch nicht ein Dokument mit allen Auszahlungen zukommen lassen.

Was soll ich nun tun?

Habe dem Casino meinen Bankverlauf vom gesamten Juli zugesendet, worauf man klar sieht, dass das Geld nie eingegangen ist.

Sie wollen mir auch nicht helfen sondern ignorieren meine Fragen komplett..

Bin ratlos und weis nicht was ich tun soll..

Dear beachboy,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Jet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals before?

What payment method did you choose to process your two withdrawals from July?

Have you contacted your payment provider with copies from the payment system the casino sent you?

When was the last time you communicated with customer support regarding this problem?

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

Best regards

Veronika

Dear Veronica

Thank you for your answer. I'm happy to answer your questions.

Yes, I have made many withdrawals before and after these 2 withdrawals and have never had any problems.

It should actually have been pay via bank.

I also informed my bank a few days ago and asked them, but I am still waiting for an answer.

I actually had daily contact with support until yesterday, but they always avoided my questions or told me I had no right to a monthly list with all the payments on it.

I hope my answers help.

Greetings Fabio

Liebe Veronika

Danke für deine Antwort. Gerne beantworte ich deine Fragen.

Ja ich habe vor diesen 2 Auszahlungen schon viele Auszahlungen gemacht und auch danach und hatte sonst nie Probleme.

Es müsste eigentlich Pay via Bank gewesen sein.

Ich habe auch meine Bank vor ein Paar Tagen informiert und dort nachgefragt, warte aber da noch auf eine Antwort.

Ich hatte eigentlich bis gestern täglichen Kontakt mkt dem Support, aber eben man wich meinen Fragen immer aus odrr sagte mir ich hätte kein Recht auf eine Monatsliste mit allen Auszahlungen drauf..

aich hoffe meine Antworten helfen weiter.

Lg Fabio

Thank you for your reply. Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Thank you for your email. However, I need to clarify one statement from you:

Mittlerweilen hat mir meine Bank bestätigt, dass das Geld direkt am 3. Juli zurück an das Casino gesendet wurde, da mein Konto noch nicht aktiv war.

You told me in your previous reply that you made successful withdrawals before July 3. Could you please explain to us how it is that your account was not yet active on the 3rd of July? Do you have the confirmation from your bank? Is it an email or some other written document?

Oh yeah, sure, sorry.

I have made withdrawals before, but to a different account.

In the meantime, I no longer had this account and had created a new account.

I already had all the data for the new account in e-banking, but I didn't realize that the new account wasn't active yet.

I thought it was active straight away.

Since this only happened one day later, the money was sent back.

Ah ja klar, sorry.

Ich habe früher schon Abhebungen gemacht, allerdings auf ein anderes Konto.

Mittlerweile hatte ich dann dieses Konto nicht mehr und hatte mir ein neues Konto erstellt.

Ich hatte dann schon im e-Banking alle daten zum neuen Konto, habe allerdings nicht realisiert dass das neue Konto noch nicht aktiv ist.

Ich dachte das sei direkt aktiv.

Da dies erst einen Tag später erfolgte, wurde das Geld zurück gesendet.

Thank you very much, beachboy, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, beachboy!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, dear player and Casino Guru representatives! We are sincerely sorry for the current situation and at the moment we are contacting our financial specialists on a daily basis about your problem. We have already sent a request to the payment aggregator and are still waiting for a response. Furthermore, we understand that the waiting period has been delayed, but for our part we have done everything possible. As soon as we receive a response from the payment representatives regarding your transaction, the response will be sent to your email immediately.

As an apology, we have credited you with a no deposit bonus to your casino account.

Best regards,

Jet Casino!

Hello Pavel, thank you very much.

@Jetcasino..now I thought that finally something would come from your side, for this long wait..

But you come up with a bonus that I have to deposit...just ridiculous!

I've been waiting for my money for over a month and you want me to pay in...just ridiculous and anything but customer friendly!

Hallo Pavel, vielen Dank.

@Jetcasino..jetzt hab ich gedacht das endlich mal was von eurer Seite kommt, für diese lange Wartezeit..

Aber Ihr kommt mit einem Bonus wo ich einzahlen muss...einfach nur lächerlich!

Ich warte seit über einem Monat auf mein Geld und Ihr wollt das ich Einzahle..einfach nur läxherlich und alles andere als Kundenfreundlich!

beachboy, maybe it is a mistake in the translation, but the casino has credited your account with a no-deposit bonus, so you do not need to deposit anything.

Hello Pavel

nope..there was a different bonus on it first...they changed it

Hallo Pavel

nee..war zuerst ein anderes bonus drauf...haben ihn geändert

beachboy, have there been any news on your withdrawals?

Hello Pavel

Yes!

After a long time you managed to transfer the money back to my gaming account.

I applied again and was paid out successfully!

Thank you very much for your commitment and support!

Lg

Hallo Pavel

Ja!

Nach langer Zeit haben Sie es geschafft das Geld zurück auf mein Spielkonto zurück zu buchen.

Habe nochmals einen Antrag gemacht und erfolgreich ausbezahlt!

Vieln lieben Dank für eueren Einsatz und die Unterstützung!

Lg

Dear beachboy, 

I’m really glad to hear that your issue has been resolved. I’ll mark your complaint as 'resolved' in our system. Thank you for your patience and cooperation. I hope the suggestions and explanations we provided made a difference. If you run into any more issues with this or any other casino, please don’t hesitate to reach out to me or our Complaint Resolution Center—we’re always here to help. 

Since our services are completely free, I’d be grateful if you could share your experience with us on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. Your honest feedback and any suggestions would be incredibly valuable and could help others in similar situations. 

Thanks so much for your time! 

Best regards, 

Pavel K

Casino.Guru