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Subject: Jet Casino - 28,000 EUR confiscated & withdrawal cancelled without explanation

Message:

I am filing an urgent complaint against Jet Casino. After winning 28,000 EUR, my account was frozen for 15 days. Today, I regained access only to find that my balance has been reduced to 40 EUR.

Evidence of foul play:

- My initial withdrawal request of 2,000 EUR is now marked as "Cancelled" in the transaction history.

- The remaining 26,000 EUR have vanished from my balance without any record of where the money went.

- In my game history, the winning rounds are suddenly showing as "Game not available". (The Game was called "Book of Ancients Buy Feature)

Timeline:

- 15 days ago: Won 28.000 EUR, requested 2k EUR withdrawal, account was immediately frozen. Provided all KYC documents.

- Feb 8th: Sent formal complaint, received no individual response.

- Today (Feb 12th): Account unfrozen, but 27,960 EUR are missing. Withdrawal was cancelled by the casino.

I have a full screen recording of my account history, the winnings, the chats and the current state showing the cancelled transaction and missing funds. I have followed all rules and provided all documents. This is a clear case of balance confiscation without any provided reason.

If you need any more Evidence, contact me anytime and i provide you with any more Evidence you need.

Desired Outcome:

Full restoration of my 28,000 EUR balance and immediate approval of my withdrawals.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Is the game "Book of Ancients" still available at the casino, or has it been removed from the game list?
• Did you accumulate your winnings with or without a bonus?
• Has the casino specified the exact reason for confiscating your winnings?
• Did you notice any bugs, errors, or unusual behavior while playing "Book of Ancients"?

Your answers will help us assess the case more accurately and determine how we can proceed.

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

Best regards

Veronika

Thank you for your prompt response. I will gladly answer your questions.

- Is the game "Book of Ancients" still available at the casino or has it been removed from the games selection?: No, it has been removed. I have a screen recording of the entire gameplay.

- Did you achieve your winnings with or without a bonus?: Without a bonus. I only played with my real money.

Did the casino give a specific reason for withholding your winnings?: No. I was never notified, and in general, the communication was just stalling and delaying tactics.

- Did you notice any errors, bugs, or unusual behavior while playing "Book of Ancients"?: No, the game worked perfectly normally, just like any other.

Vielen Dank für Ihre schnelle Reaktion. Ich beantworte Ihnen natürlich sehr gerne Ihre Fragen.

- Ist das Spiel „Book of Ancients" im Casino noch verfügbar oder wurde es aus dem Spieleangebot entfernt?: Nein, es wurde entfernt. Ich habe ein Screenrecording über den gesamten Spielverlauf.

- Haben Sie Ihre Gewinne mit oder ohne Bonus erzielt?: Ohne Bonus. Ich habe nur mit meinem Echtgeld gespielt.

- Hat das Casino den genauen Grund für die Einbehaltung Ihrer Gewinne angegeben?: Nein. Ich wurde nie benachrichtigt und allgemein war die Kommunikation nur ein hinhalten und hinauszögern.

- Sind Ihnen beim Spielen von „Book of Ancients" irgendwelche Fehler, Bugs oder ungewöhnliches Verhalten aufgefallen?: Nein, das Spiel hat so wie jedes andere auch ganz normal funktioniert.

Please forward me the screen recording of your gameplay at [email protected]. Kindly include all the communication between you and the casino customer support regarding the confiscation of your balance as well. Thank you for your cooperation.

Thank you very much for your help, Veronika. I've sent the email with all the proof (video and screenshots) as requested.

I am confident that these files clearly show the situation. I look forward to hearing from you soon. Best regards!

Dear Kampfkueken

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, Stefan ([email protected]). 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,

Veronika

Dear Kampfkueken,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Jet Casino to join this conversation and assist in addressing the complaint.

Dear Jet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan,

Information on a player case has been sent to [email protected].

Best regards,

Jet Casino

Dear Jet Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

Please check our last reply via email.

Best regards,

Jet Casino

Dear Jet Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We've sent you a message via email.

Best regards,

Jet Casino

Dear Stefan,

Thank you very much for your ongoing support and for the time you are investing in my case.

I have noticed that the casino has once again referred only to an email without providing any details here in the thread.

Since this involves a very significant amount of €28,000 for me and the case has been ongoing for over a month now, this lack of transparency is naturally causing me great concern.

I continue to trust in your expertise in reviewing the information and sincerely hope that all the evidence I have provided - including my screen recording, transaction history, and the proof of the cancelled €2,000 withdrawal - will lead to a clarification soon.

Best regards!

Dear Kampfkueken,

I understand this must be frustrating for you, but we are investigating the case outside of the complaint due to sensitive information and data. We will keep you updated regarding the matter at our earliest convenience.

Dear Jet Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

Please check our last reply via email.

Best regards,

Jet Casino

Hello Kampfkueken,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kampfkueken,

I hope this message finds you well.

We have had the opportunity to review a technical report provided by the game provider, which confirms that there was a technical issue with the game you played, resulting in incorrectly calculated winnings. As a consequence, the winnings were removed and your initial deposit was returned.

I understand that this situation is frustrating. However, based on the available evidence, we must agree with the casino’s decision in this case. The issue originated from the game provider, and therefore we cannot conclude that the casino acted incorrectly.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru