Jet Casino - El jugador afirma que el pago se ha retrasado.

Hello,

I recently registered at Jet Casino, and when I did so, I immediately verified my account with my ID card. All documents were accepted and successfully validated. 

I was able to make a withdrawal of €500, which was practically instantaneous, taking no more than an hour to be processed into my account. On October 6, 2025, I won about €1,250, requested a withdrawal, and it was rejected. I contacted Live Support, who told me I needed to send a photo with the date, time, and my last name written on a piece of paper, along with my ID card. I uploaded it through the chat, and all documents were approved.

Now they say they need 31 days to verify my account and games for the withdrawal to be successfully approved. I don't think this is right on their part. Would it be possible to get your help?

Thank you.

Dear ElPabloAimar,

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Still waiting for an update from Jet Casino. 10 days has passed.

Thank you

Dear ElPabloAimar,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

No updates from Jetcasino.

Thank you

Dear player, could you please confirm whether you have uploaded all of the documents requested by the casino?

Additionally, have you received any response after submitting the documents?

Thank you in advance for your cooperation.

Hello,

Yes I have send it all the documents for the KYC, and all of them has been approved.

They also asked for a video of me + paper with JetCasino, date and ID Card…. Also been approved.

I received an answer saying to wait 31 days for the withdraw to be approved.

Dear ElPabloAimar,

Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hello,

I don't have any screenshot, if you could please a reply from Jetcasino here I would appreciate.

They said I need to wait 31 calendar days to the withdraw be processed.

Still waiting. Come here when I have more updates.

Thanks

Dear ElPabloAimar, please allow me to ask you a few questions, so I can understand the whole situation completely.

Does your account require any further verification? Additionally, could you please share your communication with the casino?

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.

Hello

I've completed all the KYC, my account is fully verified.

Here is a screenshot from a communication with the casino.

Dear ElPabloAimar,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear ElPabloAimar,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Jet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Jet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello, dear player and Casino Guru representatives! The additional verification was completed on November 6. Due to the profile information, the player received the money.

Best regards,

Jet Casino

Dear Jet Casino,

Thank you for sharing the good news!

Dear ElPabloAimar,

Could you please confirm that your funds have been received and that the issue has been successfully resolved?

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ElPabloAimar,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo