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Hi. My account at jet4bet.com was closed by casino with no reason given with withdrawals pending.

Please let me explain as detailed as possible:

A couple weeks ago, I saw a promo for jet4bet.com (it was actually a promo from casino.guru).

I registered, made a deposit and lost. A few days later, they emailed me with enhanced 2nd deposit offer. I made a few deposits that night, used my welcome bonuses, and lost.

The next day I made another deposit, 500 NOK, raw, with no bonuses. I won 10500 NOK after playing hours.

I requested withdrawal to creditcard, as adviced by live support. As I explained to live support agent, creditcard withdrawals to my Revolut cards are often rejected in the system, although approved by casino. Live agent asked me to try anyway.

A bit later they had given me some level up freespins, from which I also won, wagered, and requested another withdrawal. For 500 NOK.

A few hours later, early morning 19th August, I had received an email that my account was closed, decision was final and no explanation would be given.

I responded to the email, and have since emailed them several times, but they dont respond.

I have tried to reach them by livechat, but system blocks from contacting live agent unless logged in. I cant login, as they have closed my account.

As they dont respond to emails and Im locked out from livechat, I have no way to communicate with them. It seems this may be their intent.

Let me at this point to make sure Im not wasting your time, be very clear:

I am an experienced online casino player. I have many accounts and to have account closed (for no appearant or informed reson), is completely new to me. Im a valued customer in many casinos. Other casinos operated by Hollycorn N.V. included.

I have never been accused of breaking any bonus terms (nor am I at jet4bet from what I can tell). My win was achieved from a deposit with no bonus.

I am left believing that jet4bets only intention here is to defraud me.

If their intention was to process my withdrawals, and my creditcard withdrawals are rejected in the system, there is no way for me to know this, or make new withdrawal request, as I cant access my account and have no means of communication with them.

95 % of the times, creditcard withdrawals to my Revolut, fail in the system, as stated earlier.

There is however no indication that their intention was to process my withdrawals. They are not mentioned in the email about closing my account.

Like I said, I am left with no other explanation here, than that their intention is to defraud me.

If this is the case, I see it as problematic that casino.guru promotes the casino and evaluates their safety as high.

I ask your help to contact them, and resolve the matter of processing my withdrawals/funds.

Not that it matters, but my total of deposits to jet4bet.com is around 4000 NOK.

I am a player with complete integrity, and have never been accused of breaking terms or cheating in any way. This from close to 20 years of playing online on numerous accounts/sites/casinos.

I will attach a screenshot from their email about closing my account, and my initial response.

I hope you are able to help, and resolve this situation. Im prepared to use all ways available to me, to get my funds, and if needed make public aware of a fraudulent actor in the gaming industry.

Best regards

[name hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which games you played with your 500 NOK deposit that led to your 10500 NOK winnings?

Has the casino customer support specified in any of your communications why your account was blocked?

Were you informed about the status of your pending withdrawal requests? Will they be paid out, or has the casino voided these winnings?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika and thank you for taking my case.

I will answer your questions below:

1: I played the pragmatic play slot The Dog House. Exclusively I think.

2: The only communication I have had with them regarding the issue, is the email I attached in complaint where they inform account is closed, with no reason specified. I have not received responses to my efforts of communication since.

3: My funds/withdrawals were not mentioned at all. They are not received, and as mentioned, creditcard withdrawals to my Revolut tend to fsil in the system. IF they have tried to process at all.

4: KYC verification was confirmed before they closed my account.

Best regards

Kurt

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

To inform, there has been NO response from jet4bet to any of my emails regarding the issue.

Dear Kaffikopp,

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 Jet4bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Jet4bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi Kubo. Nice to e-meet you as well🙂. There has been no development in the case. The withdrawal(s) (10500 NOK +500 NOK have not been processed (successfully) to my creditcard. As mentiined, transactions like these tend to fail in the system, even if processed by casino.

I have however no way of knowing if jet4bet has tried to process these transactions, as they have not responded to any of my emails and Im unable to contact livechat without being logged into my account (which obviously is not possible).

So the situation remains that I won 10500 +500 NOK from real money (non-bonus) deposit, requested withdrawals and shortly thereafter received an email that my account was closed. No further info and no mention of my pending withdrawals.

No response to any of my efforts of communication by email.

I appreciate you helping with my case, and I would like to assure you that I have not broken any terms at the casino. Neither on previous deposits or the one in question.

I am well aware of all terms that might follow registering an account, playing with deposit bonuses etc, after 20 years playing online.

I have accounts on numerous casinos, including Dama NV casinos, and Hollycorn NV casinos. I have never been accused of any wrongdoing, breach of terms, or having my accounts closed.

So to me this situation is extremely strange and I cant see any other reason for casinos action than that I in fact won and they didnt want to pay me my winnings. Casinos lack of response or info in the matter strengthens this perception.

Best regards

[redacted by Casino Guru]

Hi Kubo and Kaffikopp,

Thank you for your patience while we carefully reviewed this case. After a detailed internal check, we can confirm that the account was closed by the decision of the administration. At the same time, we want to emphasize that the player’s balance has not been affected and will be paid out in full, exactly as it was at the moment the account was closed.

We sincerely regret that the process has taken longer than expected and that there was not enough communication from our side during this time. We truly value our players and always aim to handle such matters as transparently and fairly as possible.

To finalize everything smoothly, our team will contact Kaffikopp directly very soon to request the necessary details for completing the withdrawal. Please rest assured that we’ll make every effort to ensure the funds are processed without any complications.

Thanks for the above response of 2 days ago jet4bet.

I have checked through my email and cant see that you have contacted me yet about my funds and how to process withdrawal.

Please do as soon as possible and I will give you any info, and if needed, verification to process withdrawal.

Best regards

[redacted by Casino Guru]

Hi jet4bet.

Its been 4 days since your response in this thread, where you assure you mean to pay me my funds (11 000 NOK). You write you will contact me very soon.

I have received no contact from you by email. As you have disabled my account, Im unable to contact you via livechat (only available when logged in).

Please email me asap and be precise and detailed in what data and verification you need me to send, in order for you to process my funds.

Its been a month now since you closed my account with no further explanation and the only communication Ive been able to get from you, is your response in this thread.

I would assume your plan to contact me "very soon" means within a couple days at the most. Its been almost a full working week now.

Kaffikopp

Hi Kubo and casinoguru.

Im greatful for your assistance in this matter so far and ask for your continued assistance until the matter is completed.

As communication via email from jet4bet to me for some reason has yet to happen, at all, since my account was closed, it seems that the best and perhaps only way to to assure the matter in the end is resolved, is that communication is made via casinoguru.

I hope for, and highly appreciate your continued assistance.

Best regards

Kaffikopp

Dear Jet4bet Casino,

Thank you for your response and for providing an update. While you assured the player that your team would be in touch shortly, it appears that he has not yet received any email or instructions.

Could you please provide an estimated timeframe for when you plan to contact the player and resolve this matter?

Thank you for your cooperation and assistance.

Hi Kubo, hi jet4bet

Its been 9 days since you write you will contact me very soon jet4bet.

Still no contact as far as I can see.

Please email me asap to organize processing of my funds.

Kaffikopp

Hello,

Thank you for your patience, and we would also like to apologize for the extended waiting time. We can confirm that we contacted the player yesterday with a request to provide the necessary bank details so that the refund process can move forward. We appreciate the cooperation on this matter and will continue to monitor the case closely.

Hi Kubo, Hi jet4bet

I have received the email from jet4bet and responded . I ask that this thread remains open until transaction is confirmed.

Kaffikopp

Adding to above reply: I answered jet4bets email Friday 19th early afternoon and provided all banking details they requested.

As of today, morning Tuesday 23rd, I have not received email response from jet4bet, and funds have not yet been received in my Revolut bank account.

I realize that only 4 days have passed since submitting requested data, but as my initial withdrawal request was made well over a month ago, Im impatient to get the matter resolved once and for all, to say the least.

I strongly request that jet4bet now make a priority out of processing withdrawal of my funds.

Kaffikopp

Hi jet4bet

Still no transaction received or further response after I emailed requested data Friday 19th, closing in on one week ago.

More than two weeks have passed since you assured you would contact me very soon in order to process my funds. I take responsibility for 1 day delay in my response to your email, when I finally received it more than a week later.

After several apologies for delay and an assurance you will monitor the case closely, I cant say I see your words put into action.

Id like to emphasize that after you closed my account, without further explanation, I emailed you (jet4bet) numerous times about my account balance, for weeks, with no response at all, until casinoguru opened my complaint.

Please process my funds to the bank account as described in my response to your email. Thanks.

Regards

Kaffikopp

Dear Kaffikopp,

Thank you for keeping me informed.

Dear Jet4bet Casino,

According to the player, the requested data was provided to you on September 19. Could you kindly confirm receipt of this email and proceed with the refund accordingly? If there is anything further required from the player at this stage, please let us know.

Thank you.

Dear Kubo

I just received my funds into my Revolut account. Id like to express my appreciation for your help resolving it. Essential to its resolution, for certain.

Thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kaffikopp,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo