Jet Casino - La retirada del jugador sigue retrasada.

Due to a security check, I cancelled a withdrawal of €562.50 from Wise on July 9, 2026. To this day, the money hasn't returned to my player account. I'm going in circles with their support staff 👉, as I've sent them multiple bank statements and a screenshot of the cancelled payment. My case is now with the compliance department. My so-called personal manager there 👉 said I should expect it to take 14 days or longer. If I send him a screenshot via my bank's chat, maybe he can do something? 🤦🏻‍♂️ I'm referring to Wise's support. Bank statements and screenshots apparently don't count for anything there? The money still isn't back in my player account, while all my other withdrawals are processed every minute. And I'm a professional roulette player.

Ich habe aufgrund einer Sicherheitsprüfung, bei Wise eine Auszahlung von 562,50 € abgebrochen. Das war am 9. Juli 2026 gewesen. Bis heute ist das Geld nicht wieder auf meinem Spielerkonto eingegangen. Mit dem Support Mitarbeitenden dort 👉, dreht man sich im Kreis, da ich mehrfach Kontoauszüge und den Screenshot mit der abgebrochenen Zahlung gesendet habe. Jetzt liegt mein Fall in der Compliants Abteilung. Mein sogenannter persönlicher Manager dort 👉, meinte 14 Tage und länger müsste ich einplanen. Wenn ich ihm einen Screenshot im Chat meiner Bank schicken würde, könnte er vielleicht etwas erreichen? 🤦🏻‍♂️ Mit dem Support von Wise ist damit gemeint. Kontoauszüge und Screenshots zählen scheinbar dort nicht? Bis heute ist das Geld noch nicht zurück auf meinem Spielerkonto. Während sämtliche andere Auszahlungen im Minuten Takt ausbezahlt werden. Da ich professioneller Roulette Spieler bin.

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Dear JS72,

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.

• Have you made any successful withdrawals via this payment method before?
• What was the reason given for the security check that led to the cancellation of your withdrawal?
• Have you attempted to contact your payment provider about this issue?
• Could you please confirm that you have passed the KYC verification?

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,

Attila

There have never been any problems with withdrawals at Jet Casino so far. The security check at Wise was triggered because my bank, ING, was experiencing technical difficulties, and continues to do so. Therefore, I sent 10 small, real-time transfers to Wise in succession. This prompted a security check. I was convinced the problem would be resolved quickly and still submitted my next withdrawal request to Jet Casino on July 7, 2026. Since the Wise account was still blocked on July 9, and I hadn't yet received my current pension statement, they wanted to close my Wise account on October 11, 2026. It's still under review. So, I canceled all incoming payments and opened a new bank account. Everything was immediately credited back to my ING account. To this day, no payments have been returned to my player account. I made two withdrawals earlier and received them instantly, within minutes of each other (a four-figure sum). The returned payments are the problem.

Es gibt nie Probleme bei der Auszahlung, im Jet Casino bisher. Die Sicherheitsprüfung, bei Wise kam zustande, weil meine Referenzbank ING technische Probleme hatte und immer wieder hat wohlgemerkt. Deswegen habe ich 10 kleine Echtzeit - Überweisungen zu Wise hintereinander geschickt. Daraufhin wurde eine Sicherheitsüberprüfung vorgenommen. Ich war der Überzeugung, dass sich das Problem schnell erledigt und habe trotzdem die nächste Auszahlung, beim Jet Casino am 7. Juli 2026 eingereicht. Da das Wise Konto am 9. Juli immer noch blockiert war und ich zu dem Zeitpunkt noch keinen aktuellen Rentenbescheid erhalten hatte, wollte man mein Wise Konto schließen, zum 11. Oktober 2026? Es wird immer noch geprüft derzeit. So habe ich sämtliche Zahlungseingänge abgebrochen und mir eine neue Bank eingerichtet. Bei der ING Bank war alles sofort wieder auf dem Konto eingegangen. Beim Spielerkonto ist, bis heute noch keine rückläufige Zahlung eingegangen. Ich habe vorhin 2 Auszahlungen vorgenommen und im Minuten Takt sofort erhalten. (4 stellige Summe) Der Rückläufer ist das Problem.

I'm verified and a VIP customer. I even received €200 for my birthday 🎂 from Jet Casino recently. Withdrawals have never been a problem. The interrupted payment on July 9, 2026, hasn't reappeared for the first time, until now. Customer support is going in circles, so I contacted the complaints department last Friday. Wise promptly refunded the money on July 9 after I canceled all payments. It wasn't the online casino's fault, but rather the ten consecutive real-time transfers from ING Bank to Wise. The withdrawal from Jet Casino only went through after the security check had already been completed. I shouldn't have allowed the withdrawal. Wise immediately demanded a current tax return or pension statement. I don't have to file a tax return. My current pension statement wasn't available yet. Therefore, Wise is still reviewing the matter. Now that I've finally been able to send the current pension statement, I've switched to a new bank, and payments are working perfectly.

Ich bin verifiziert und bin auch VIP Kunde. Erhalte sogar, wie zuletzt 200 € zum Geburtstag 🎂 vom Jet Casino. Auszahlungen waren nie das Problem. Die abgebrochene Zahlung am 9. Juli 2026, ist zum ersten Mal nicht wieder aufgetaucht, bis jetzt. Mit dem Support dreht man sich im Kreis und deswegen habe ich mich an die Beschwerdeabteilung am letzten Freitag hingewandt. Wise hat das Geld am 9. Juli umgehend zurück überwiesen, nachdem ich sämtliche Zahlungen abgebrochen hatte. Es lag nicht am online Casino, sondern an den 10 Echtzeit Überweisungen hintereinander von der ING Bank zu Wise. Die Auszahlung vom Jet Casino erfolgte erst, wo die Sicherheitsprüfung schon durchgeführt wurde. Ich hätte nicht auszahlen lassen sollen. Wise wollte sofort eine aktuelle Steuererklärung oder Rentenbescheid haben. Steuererklärung muss ich keine machen. Der aktuelle Rentenbescheid war noch nicht da gewesen. Deswegen wird derzeit immer noch, bei Wise geprüft. Nachdem ich jetzt endlich den aktuellen Rentenbescheid hinschicken konnte. Daraufhin habe ich mir eine neue Bank gesucht und die Zahlungen funktionieren einwandfrei.

Hello JS72,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please provide confirmation from Wise showing that the €562.50 sent by Jet Casino was returned to the sender?

I look forward to your reply.

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, Mirka (miroslava.d@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

Dear JS72,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Jet Casino representative to join this conversation.

Dear Jet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear JS72,

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,

Mirka