Jet4bet Casino - La cuenta del jugador ha sido cerrada.

Hello, I've deposited money here several times and finally managed to request a small withdrawal. I contacted the live chat, and my account was fully verified. And then my account was closed for no reason! I think that's a disgrace...

Hallo, ich habe mehrmals hier geld eingezahlt, und hatte es endlich mal geschafft eine kleine auszahlung zu beantragen, ich habe den livechat kontaktiert, und mein konto wurde vollständig verifiziert. Und dann wurde mein konto ohne grund geschlossen! Ich finde das eine frechheit...

Dear AleKing44,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you had €200 (dispute value) in your casino account before you lost access to it?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hello, I played slots… yes, the dispute is worth 200€… I had active withdrawals of a total of 200€ in progress, received the winnings with active bonus, but I paid attention to the bonus terms and conditions, of course, thank you

Hallo, ich habe Slots gespielt… ja der Streit wert ist 200€… ich hatte aktive Auszahlung von insgesamt 200€ am laufen, habe die Gewinne mit aktiven Bonus erhalten, aber ich habe auf die Bonusbedingungen geachtet selbstverständlich, danke

Thank you very much for your reply, AleKing44. Do I understand correctly that the casino didn't provide any clear explanation why your account was closed? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, you understood correctly. My account was blocked for no reason, but I can tell you that there was nothing relevant. They simply told me that my account had been closed due to an internal decision. I contacted the casino several times, and I always got the same response: "We will contact you via email, etc." Of course, no one responded, even after I sent several emails.

Hallo, das haben sie richtig verstanden. Mein account wurde ohne grund blockiert, ich kann ihnen aber sagen dass es nichts relevantes gab, sie haben mir lediglich gesagt dass mein konto aufgrund einer internen entscheidung geschlossen worden ist. Ich habe das casino mehrmals angeschrieben und es kam immer dasselbe "Wir werden sie per email kontaktieren etc" natürlich hat sich keiner gemeldet, auch nachdem ich mehrmals eine email geschrieben habe.

Thank you very much, AleKing44, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello AleKing44,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Jet4bet Casino to join the conversation.

Dear Jet4bet Casino,

Could you please provide clarification regarding the closure of the player's account and the reasons for the non-processing of their withdrawal? If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at michal.k@casino.guru

Hello AleKing44 and Michal,

Thank you for highlighting this case — we’re happy to clarify the situation.

The account was closed following an internal administrative decision, in line with our platform’s policies. The refund of the remaining balance has already been forwarded to the appropriate department and will be processed as soon as possible via the original payment method.

We appreciate your patience and remain available for any further questions.

Dear Jet4bet Casino team,

Thank you for your response and for the refund of the remaining balance to the player. I trust this will be processed in a timely manner.

Dear AleKing44,

I recognize that the decision to close your account solely due to an internal administrative choice may not seem like the most user-friendly option. However, it is important to note that every online casino operates as a private entity, and they reserve the right to determine whether or not to offer their services to you or any other player at their discretion.

As can be found in the casino's terms and conditions:

9.2 The Casino reserves the right to close the Player’s Member Account and to refund to the Player the Account balance, subject to the deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice

As long as all financial obligations are fulfilled and there is no remaining real money balance left, any account can be closed at the casino team's discretion at any time. This or a very similar rule can be found in almost any online casino, as it's an industry standard rule, and we accept it. Please let me know once you receive the refund from the casino.

Hello,

Thank you for your feedback.

I understand that the casino has the right to close accounts at its sole discretion…and I accept that.

What really annoyed and confused me, however, was the amount of contradictory information I received beforehand…both from live support and via email.

At first, they said a withdrawal was not possible due to the account being blocked, then they said that the finance team was working on the withdrawal, and later they said that a new application would be necessary, even though this was not technically feasible.

Such contradictory statements don't exactly build confidence in the process. I therefore hope that the payout will now be made promptly and smoothly... and that such misunderstandings will be better communicated internally in the future.

Best regards

Hallo,

vielen Dank für Ihre Rückmeldung.

Mir ist bewusst, dass das Casino das Recht hat, Konten nach eigenem Ermessen zu schließen…das akzeptiere ich auch.

Was mich allerdings sehr verärgert und verunsichert hat, war die Vielzahl an widersprüchlichen Informationen, die ich im Vorfeld erhalten habe…sowohl vom Live-Support als auch per E-Mail.

Zunächst hieß es, eine Auszahlung sei nicht möglich aufgrund der Kontosperrung, dann wiederum, dass das Finanzteam an der Auszahlung arbeitet, und später, dass eine erneute Beantragung nötig sei, obwohl das technisch gar nicht machbar war.

Solche widersprüchlichen Aussagen tragen nicht gerade zum Vertrauen in den Prozess bei. Ich hoffe daher, dass die Auszahlung nun zeitnah und reibungslos erfolgt… und dass solche Missverständnisse künftig intern besser kommuniziert werden.

Mit freundlichen Grüßen

Hello, the money has now been paid out. I would like to thank the casino and casino.guru for their help. You can mark my case as "resolved."

Hallo guten Tag, das geld wurde jetzt ausgezahlt, ich bedanke mich beim casino und bei casino.guru für die hilfe. Ihr könnt meinen fall als "gelöst" markieren.

Dear AleKing44,

Thank you for your confirmation. I can agree with you that the casino support team could have handled the whole situation in a more user-friendly manner, however, I am glad that our involvement played a role in resolving the situation, and you have received the refund.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru