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I played on Jet4Bet and won a significant amount (€600) on Crazy Time. I also had a pending withdrawal of €400.

Out of nowhere, my bonus was suddenly canceled and all of my winnings vanished without any clear explanation or proper investigation. I never agreed to cancel anything. I provided full screenshots and communication history, but they simply repeated scripted responses and ignored the facts.Their so-called "support" was dismissive and unhelpful. They even claimed AskGamblers "verified" the case – but AskGamblers is known to protect certain casinos.

This platform is not safe, and I urge others to stay away. There is zero accountability and your money can disappear without warning.

I will report this case to Curaçao eGaming and other platforms to prevent more victims.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jet4bet Casino.

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

• Could you please explain which bonus you activated and played? Could you please share a screenshot or a link to the bonus offer if available?
• Do I understand correctly the winnings were removed after the bonus was canceled? Was your pending payout confiscated?
• What games did you play to accumulate your 400€ winnings? (slots, live games, betting on sports)
• Did you achieve those winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Bonus used: I received a deposit bonus from the casino, but I don’t have a screenshot of the offer anymore. It was one of their regular offers. I did not activate it intentionally; I believe it was added automatically when I deposited.

Winnings removed: Yes, that’s correct. After I canceled the bonus (as instructed by the casino’s VIP manager), my balance disappeared, including the €600 I won on Crazy Time. I also had a pending withdrawal of around €400, and it was never processed

Games played: I won the €600 on the game Crazy Time (live game by Evolution). I mostly played that during the session.

My winnings were achieved before the bonus was canceled. However, right after the cancellation, I contacted the casino immediately and informed them that there must have been a mistake, and I never intended to cancel the bonus manually. Despite this, they told me the funds were lost and only offered me €100 as compensation, which I found very unfair.

Communication proof:

I will send you the screenshots and chat history with the casino this evening as you requested.

Thanks again for your support,

Igor

Thanks for the detailed explanation.

I went over the evidence

On July 10th, you deposited and accepted the bonus at 13:10

You informed your VIP manager that the winnings of 468 and 126€ from Crazy Time disappeared at 14:12 approximately.

You asked for a bonus as compensation for your losses at 16:46

I couldn't find the communication where the manager instructed you to cancel any bonus.

Could you please clarify when that was and provide evidence? If the timeline of events is not accurate, please feel free to correct me.

Looking forward to your reply.

Thank you for your message.

I would like to clarify that I was never instructed by my VIP manager to cancel the bonus. I believe there was some technical issue, because my bonus got canceled automatically without my intention.

As a result, my winnings of 468 € and 126 € from Crazy Time suddenly disappeared, which is the core issue of my complaint.

Later I asked for a bonus as compensation for the lost funds, but that doesn't change the fact that I never wanted to cancel anything, nor was I advised to do so.

Please let me know if you need any more screenshots or clarification.

Best regards,

Also, I would like to point out something very important:

The fact that they offered me 100 € as a "gesture of goodwill" clearly shows that they acknowledge something went wrong.

If I truly lost the money fairly according to their rules, why would they offer me compensation at all?

To me, this is clear evidence that they confiscated my winnings unfairly, and now they’re just trying to minimize the damage by offering a small amount.

This looks like a classic scam tactic — taking the full amount, then offering a symbolic payment to avoid further problems.

One more thing I’d like to add:

Since AskGamblers refused to properly investigate my case, and Jet4Bet got away with it there, I’ve noticed a clear change in their attitude.

They are now sending me generic, copy-paste messages full of lies and ignoring the facts I present.

At this point, I see no reason to continue any communication with them, because they’re not interested in solving the issue — only in covering it up.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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 mrmaurer,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I have had a look at your case at AskGamblers. The situation appears to be quite different as you described it here. Moreover, it looks like you tend to change your own statements. At first, you mentioned this

But later, you mentioned this:

Despite this, I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Jet4bet Casino,

I would greatly appreciate it if you could provide clarification on the course of events that led to the forfeiture of the player's winnings. If there are any factors that cannot be shared publicly, please forward them, including any supporting evidence, to me directly at [email protected]

My bonus was deactivated, and I immediately contacted them about it.

Whether the bonus was "canceled" or something else happened, I don’t know – I am not Jet4Bet to explain their system.When its happen my first thing i do to write them..!

What I do know is that the bonus disappeared, and with it, the winnings I earned also vanished. I hope this is clear!!!!!

Hello mrmaurer and Michal,

The situation described by the player was the result of their own actions during gameplay. After claiming a bonus and using the funds associated with it, the player manually cancelled the bonus, which led to the removal of all funds tied to it in accordance with our Bonus Terms.

The remaining balance, originating from the player’s deposit, was then used for further play. Withdrawal requests were declined due to the lack of verification for the most recently used payment method, and in one instance cancelled by the player themselves. The remaining funds were eventually lost through gameplay.

All actions taken were fully in line with our Terms and Conditions and internal procedures. The full set of supporting evidence has already been sent to Michal via email for review.

is possible that the bonus was cancelled manually due to a lag or some technical error, which is exactly why I immediately reported the issue to my VIP manager right after it happened!!!!I clearly stated that I did not intend to cancel the bonus, yet Jet4Bet still took my winnings without returning them. This is theft, not fair play,this is robbery........

Dear Jet4bet Casino,

Thank you for your email containing the supplementary information and evidence. I have replied with some further inquiries and am currently awaiting your response.

Dear mrmaurer,

Thank you for what seems to be a 'what's up' conversation screenshot; however, I'm not sure what makes you believe this is proving your point. You clearly wrote that you cancelled the bonus. Did you receive any pop-up message to confirm if you want to cancel the bonus? At what stage and for how long did your phone lag, as you mentioned? While I understand that it might be an unfortunate occurrence, you must understand that the casino cannot take responsibility in cases when the issue seems to be on your device's side.

Additionally, why have you not cooperated with the casino team regarding verifying your payment method, which was required to process your withdrawal? Instead, you opted to cancel the withdrawal and subsequently lost the funds with further gameplay.

What led you to this decision?

Dear mrmaurer,

While I understand your frustration with the whole situation, but I must caution you that we do not tolerate any rude, offensive or intimidating language on our website.

Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behaviour.

You reached out to us for help, and we are trying to help you, but from the currently available information and evidence at hand, it does look like the situation you find yourself in was the result of your own actions during gameplay.

As part of the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes, the casino is required to verify every payment method you have used for either deposits or withdrawals in your account. If you have used a new payment method that was not yet verified by the casino, they are well within their right to request you to verify it prior to any payment being disbursed from their side.

If you had invested more time in reviewing and understanding the terms and conditions, instead of (so far) falsely accusing the casino of something you have not yet proven, it might have been beneficial to you.

Now, please kindly focus on answering my questions, and please refrain from unfounded accusations that do not yield any help in clarifying the situation.

I dont need your help anymore,you are clearly not want to help, so thats it close this conversation !🙂

Dear mrmaurer,

Please confirm if you don't need our help anymore, and that you are happy for me to proceed with closing your case.

Dear mrmaurer,

We are extending the timer by 2 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

🤣🤣

Dear mrmaurer,

I would like to kindly request your confirmation that you no longer need our assistance and that you consent to my proceeding with the closure of your case.

Additionally, I respectfully ask that you refrain from posting unnecessary responses that do not provide any help regarding your case.

Dear mrmaurer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear mrmaurer,

While you previously indicated that you no longer require our assistance, you have not been able to provide confirmation of this. Nevertheless, I have thoroughly examined all the information and evidence provided by the casino team concerning your case, and regrettably, it indicates that the predicament you encountered was due to your own decisions and actions.

As noted by the casino team, after claiming the bonus and utilising the associated funds, you accrued the first winnings in question; however, you have yet to meet the wagering requirement necessary to be able to withdraw those winnings, so these were still "just" bonus funds. You have cancelled the bonus; therefore, in accordance with the standard rules prevalent in most casinos' bonus terms and conditions, any winnings derived from the bonus funds that were not yet fully wagered are rendered void once the bonus is cancelled. I do not dismiss the possibility that this may have been unintentional on your part, but since this action was clearly initiated by you and required confirmation on the second screen, which you completed, it is difficult to contest this. You were left with your initial deposited funds. Subsequently, you continued to play with your initial deposited funds and managed to secure additional winnings, for which you submitted a withdrawal request.

The casino team needed to verify the new payment method you utilized as part of the KYC and AML procedures, which are crucial before processing a withdrawal. Rather than cooperating with the casino and providing the necessary documentation, you chose to cancel the withdrawal and continued playing, which unfortunately led to the loss of all your funds.

Please understand that there is essentially nothing we can do from our end if you have legitimately lost money. This is the risk you accept when you create an account with any online casino.

In light of all this, we have found no evidence of wrongdoing on the part of the casino, and the situation arose from your own decisions and actions. Therefore, I will now proceed to close this case as Unjustified.

You are certainly entitled to disagree with this assessment and may reach out to the casino's relevant regulatory body if you still feel justified in your position; however, we are unable to assist you further in this regard.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru