Jet4bet Casino - La cuenta del jugador ha sido cerrada.

I have made a first deposit on the 18th February using the first deposit bonus and was lucky and won about 2632€. I verified my account successfully and requested a withdrawal. The next day my account was deactivated by the casino without any further notice. I have not received any money yet. The live chat is not very helpful and asked me to sent additional verification documents per mail. I have sent them but the mail support team doesn’t respond to any of my mails. I feel very tricked and disappointed…

Hello blablabla,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet4bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Casino Guru Team,

On February 19th I received an email that my account was fully verified (I had uploaded ID proof, address and proof of payment). However, when I tried to log in, I received a message saying that my account had been deactivated.

I then contacted both the live chat and email support and asked for further information. Email support did not respond to any of my emails. Live chat did not tell me why my account was closed and asked me to upload further documents to my account: a selfie with ID and a bank statement from February 18th to the present day. I explained that I could not upload anything to my account because it had been closed. Live chat then asked me to send the documents to the casino by email. I did this on February 20th, but despite asking for confirmation of receipt of the email, I heard nothing further.

Now I'm waiting for an answer by email or my payout. I obviously feel cheated because the casino closed my account without informing me further...

Liebes Casino Guru Team,

am 19. Februar habe ich eine E-Mail erhalten, dass mein Konto vollständig verifiziert wurde (ich hatte ID-Nachweis, Adresse und Zahlungsnachweis hochgeladen) Als ich dann jedoch einloggen wollte, kam die Nachricht dass mein Konto deaktiviert wurde.

Daraufhin habe ich sowohl den Live Chat als auch den Email Support kontaktiert und nach weiteren Infos gebeten. Der E-Mail Support hat mir auf alle meine Mails nicht geantwortet. Der Live Chat hat mir auch nicht gesagt, warum mein Konto geschlossen wurde und mich gebeten weitere Dokumente in meinem Account hochzuladen: ein Selfie mit Ausweis und ein Kontoauszug vom 18. Februar bis zum heutigen Tage. Ich habe erklärt, dass ich in meinem Account nichts hochladen kann, da dieser ja geschlossen wurde. Daraufhin hat mich der Live-Chat gebeten die Dokumente per Mail an das Casino zu senden. Dies hab ich dann am 20. Februar getan, allerdings trotz Bitte um Bestätigung des Erhalts der Mail nichts weiter gehört.

Nun warte ich auf eine Antwort per Mail bzw. meine Auszahlung. Ich fühle mich natürlich hereingelegt, da das Casino meinen Account geschlossen hat ohne mich weiter zu informieren…

Hello blablabla,

The casino may request the same documents multiple times if there was something incorrect on them.

I would simply advise to wait out the 14 day recommended period.

In case it would take longer or in case of any updates, let us know and we will try to intervene.

Awaiting your response.

Regards,

Nick

Dear Casino Guru team,

I have now received the payment!

Liebes Casino Guru-Team,

ich habe die Auszahlung nun erhalten!

Dear blablabla,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru