JetTon Casino - Igrački nalog je zatvoren.

I registered an account on the JetTon platform on August 18, 2026. After registration, I made three deposits and successfully completed two withdrawals.

After I won a large bet and subsequently requested a withdrawal, JetTon required me to undergo an additional KYC verification procedure. I fully complied with all of the platform’s requirements: I provided all requested photos and documents and was subsequently invited to complete a video verification.

On August 24, 2026, I attended a video conference with a JetTon representative via Google Meet. During the video call, I answered all questions asked and provided all requested information. At the end of the verification, I was told that I would receive a decision within 24 hours.

However, I did not receive any response within the stated timeframe. Two days later, and only after I contacted JetTon again by email, I was informed that my account had been blocked due to an alleged violation of Section 5.4 of the Platform Rules:

"Only one gaming account per Player may be registered on the JetTon Platform."

I dispute this decision. I am not aware of any second JetTon gaming account belonging to me. JetTon has not provided me with any information or evidence demonstrating the existence of such an account, nor have they explained on what basis they determined that the alleged second account belongs to me.

Before my large win, my account operated without any restrictions: JetTon accepted my deposits and had previously processed two successful withdrawals. Restrictions and additional verification were introduced only after I won a significant amount and subsequently requested a withdrawal.

I fully cooperated with the verification process: I provided the requested documents, completed KYC verification, and participated in a separate video verification. Despite this, instead of receiving an explanation regarding the results of the verification, my account was blocked based on an alleged second account.

Therefore, I respectfully request that JetTon:

Reconsider the decision to block my account.

Specify the exact evidence and information on which the alleged violation of Section 5.4 was established.

Confirm whether JetTon is specifically alleging that the second account belongs to me, rather than merely being associated with my device, IP address, network, or another technical identifier.

If JetTon cannot substantiate the existence of a second account belonging to me, restore my account and provide me with access to the funds held in it.

If the decision remains unchanged, provide me with a final written response explaining the grounds for the decision so that I may use it to escalate the dispute for further independent review.

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.

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Hello,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Are you aware of having opened multiple accounts at JetTon Casino?

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,

Attila

Hello,

1) No. As far as I am aware, no member of my family and no one using the same IP address has created an account with JetTon.

2) Yes, I have used a VPN. I am located in Russia, where access to some internet services and Telegram may be restricted. I used the VPN for stable access to Telegram and the internet, not to hide my real location or to bypass JetTon’s restrictions.

3) No. I am not aware of any other JetTon accounts created by me. I registered only one account.

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for the clarification.

Could you please clarify a few additional points:

• When registering and accessing JetTon, did you ever use the VPN to appear as if you were located in a different country?
• Did you provide all your personal information truthfully during registration, including your actual country of residence?
• Please provide the relevant communication with JetTon customer support regarding the account closure and alleged duplicate account.

You can attach the screenshots directly to the complaint thread or forward them to attila.g@casino.guru.

Thank you for your cooperation.

Best regards,

Attila

Hello

Thank you for your response.

Yes, I used a VPN when accessing JetTon. I am actually located and reside in Russia. I used the VPN only because I have problems accessing Telegram/JetTon without it, not to make it appear that I was located in another country or to hide my actual place of residence.

During registration, I provided truthful information about myself. For both registration and verification, I used Russian documents, so I did not hide my actual country of residence or try to present myself as a resident of another country.

I have also attached the relevant screenshots. The first two screenshots show the appointment of the video verification and the response I received after completing it. The next two screenshots show the beginning of my communication with JetTon customer support regarding the account issue.

Therefore, my use of a VPN was not related to providing false information or attempting to bypass the casino’s restrictions by concealing my country of residence.

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, Michal (michal.k@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,

Attila

Hello Davipetr,

My name is Michal, and I have taken over the handling of your complaint.

I have reviewed the case. As part of our standard procedure, I would normally invite a representative of JetTon Casino to join the discussion. However, the casino does not currently have a representative account registered on our platform and is therefore unable to respond directly in this complaint thread.

I will contact the casino through its publicly available communication channels and invite its team to participate in resolving the matter. I hope we will be able to clarify the circumstances and help you reach a suitable outcome.

I will update you here as soon as I receive any new information.