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Hello everyone,

I would like to file a complaint against Jet Casino.

I registered on Friday (April 17, 2026) and deposited €20 (via Apple Pay). Without using any bonus, I played with my own money and made a profit of approximately €700.

I then requested a withdrawal. This was rejected several times because my account wasn't yet fully verified. I subsequently submitted all the required verification documents and successfully verified my account. After verification, my account was placed under "additional review." Shortly thereafter, I temporarily lost access to my account.

After I regained access (two days later), my entire balance (€700) was removed. According to support, this happened due to an alleged "game error" or "illegal winnings".

Additionally, the supposedly affected game is no longer visible in my game history. Instead, it only displays "Game not available," leaving me with no way to check my own game history.

However, when I inquired, the support team was unable or unwilling to:

- not mentioning a specific game

- Do not specify a date or time

- provide no technical explanation

- do not provide any evidence or game records

Instead, I was simply referred to the general terms and conditions (section 8.20), without any specific justification being provided for my individual case.

I did not use a bonus and played with my own money.

I therefore consider the removal of my credit balance to be unjustified, opaque and unfair.

I request a full review of this case and that my legally earned winnings be paid out to me.

If you need any further screenshots or anything else, I can gladly send them.

Thank you in advance!

Hallo Zusammen,

Ich möchte eine Beschwerde gegen Jet Casino einreichen.

Ich habe mich am Freitag (17.04.2026) registriert und 20€ eingezahlt (über Apple Pay). Ohne Nutzung eines Bonus habe ich mit meinem eigenen Geld gespielt und dabei einen Gewinn von ca. 700€ erzielt.

Anschließend habe ich eine Auszahlung beantragt. Diese wurde mehrfach abgelehnt, da mein Konto noch nicht vollständig verifiziert war. Daraufhin habe ich alle erforderlichen Verifizierungsdokumente eingereicht und mein Konto erfolgreich verifiziert. Nach der Verifizierung wurde mein Konto in eine „zusätzliche Überprüfung" versetzt. Kurz darauf hatte ich zeitweise keinen Zugriff mehr auf meinen Account.

Nachdem ich wieder Zugriff erhalten habe (zwei Tage später), wurde mein gesamtes Guthaben (700€) entfernt. Laut Support geschah dies aufgrund eines angeblichen „Spielfehlers" bzw. „illegaler Gewinne".

Zusätzlich ist in meinem Spielverlauf das angeblich betroffene Spiel nicht mehr einsehbar. Stattdessen wird lediglich „Spiel nicht verfügbar" angezeigt, sodass ich keine Möglichkeit habe, meine Spielhistorie selbst zu überprüfen.

Auf meine Nachfrage hin konnte oder wollte der Support jedoch:

- kein konkretes Spiel nennen

- kein Datum oder Uhrzeit angeben

- keine technische Erklärung liefern

- keine Beweise oder Spielprotokolle bereitstellen

Stattdessen wurde ich lediglich auf allgemeine Geschäftsbedingungen verwiesen (Abschnitt 8.20), ohne eine konkrete Begründung für meinen individuellen Fall zu liefern.

Ich habe keinen Bonus verwendet und mit eigenem Geld gespielt.

Ich halte die Entfernung meines Guthabens daher für unbegründet, intransparent und unfair.

Ich bitte um eine vollständige Überprüfung dieses Falls und darum, dass mir mein rechtmäßig erspielter Gewinn ausgezahlt wird.

wenn noch weitere Screenshots oder sonstiges gebraucht wird, kann ich diese gern noch schicken.

Vielen Dank vorab!

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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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Was this your only deposit in the casino?
• Was your account verified? Which documents did the casino request to verify your account, if any?
• What game did you play to accumulate your winnings?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

Thank you very much for your reply.

The following answers are given for answering the questions:

• Yes, I have access to my player account.
• My deposit of €20 was my only deposit.
• My account has been verified. I had to send a picture of the front and back of my ID card; then a selfie of myself holding the front of my ID card; and a picture of my bank card showing the IBAN.
• The game with the prizes was called: "Book of Aztec"
• I will send you my chats with support via email.

Thank you!

Hallo,

erstmal vielen Dank für die Antwort.

für die Beantwortung der Fragen kommen folgende Antworten:

• Ja, ich habe Zugriff auf mein Spielerkonto
• Meine eingezahlten 20€, war meine einzige Einzahlung
• mein Konto wurde Verifiziert. Ich musste ein Bild mit Vorder- und Rückseite meines Personalausweises schicken; dann ein Selfie von mir mit der Vorderseite meines Personalausweises. Und ein Bild meiner Bankkarte, wo die IBAN zu sehen sein soll
• Das Spiel mit den Gewinnen hieß: „Book of Aztec"
• Meine Chats mit dem Support schicke ich Ihnen per Mail zu

vielen Dank!

Dear Hudini,

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,

Tomas

Dear Hudini,

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 please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Jakub

Information on a player case has been sent to jakub.m@casino.guru.

Best regards,

Jet Casino

Dear Jet Casino,

Thank you for sharing the important information and evidence related to this case.

Dear Hudini,

Regrettably, the casino has provided definitive evidence concerning the occurrence of the issue between April 17 and April 18, 2026. The details shared are highly confidential and internal; therefore, neither the casino nor our organization can disclose this information publicly. However, the glitch has been made public, and you can refer to the following link for more details: https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/.

Unfortunately, in this instance, we are unable to assist with refunding the winnings acquired during the slot breach, as such circumstances are not typical.

Thank you for your understanding, and I genuinely apologize that we could not provide a more favorable outcome. If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to support you.

Best regards,

Kubo