Dear Casino Guru Team,

On January 28, 2024, I registered at Jettbet Casino and deposited funds to receive the Highroller Welcome Bonus. It was a 200% bonus up to €3,000, and I deposited €1,500, thus receiving a €3,000 bonus.

With the real money, I played Limbo XY and didn't win. Then I activated the bonus money and played with €3,000 on games from Hacksaw.

When my bonus money was exactly at €2,000, I hit a win, and by the end, I had a profit of €12,776.

The wagering requirement was €180,000, which is extremely high. I attempted to meet the wagering requirement with Dice Clash. Unfortunately, Dice Clash was occasionally faulty and crashed multiple times, so I completed the wagering with the game Chicken Road.

After finishing the wagering, I had €5,760 in real money.

I thoroughly read the bonus terms beforehand, and none of the games I played were prohibited. I also adhered to the maximum bet limit of €5.

Then I received this email from the casino:

In this email, they state that I achieved this win through strategic play, which violates their terms.

As a result, they have annulled and reset my progress of €180,000 turnover.

This means that I need to wager the real money again with a turnover requirement of €180,000 before I can withdraw my winnings.

Anyone who knows how to do the math will understand that in the end, there will be nothing left, and I believe the casino is also aware of this.

I find this outrageous and earnestly ask for your help in resolving this matter with the casino.

Thank you so much for your assistance in this case.

Kind regards,

Ninosch

Sehr geehrtes Casino Guru Team

Am 28.01.2024 habe ich mich im Jettbet Casino registriert und für den Highroller Willkommensbonus eingezahlt. Das war ein 200% zu 3000€ und ich habe 1500€ eingezahlt und somit einen Bonus von 3000€ bekommen.

Mit dem Echtgeld habe ich Limbo XY gespielt und nicht gewonnen. Dann habe ich das Bonusgeld aktiviert und habe mit 3000€ Lines von Hacksaw gespielt.

Genau bei 2000€ Bonusgeld ist er rein gegangen und ich hatte am Ende einen Gewinn von 12776€

Der Umsatz war 180'000€ und somit extrem hoch. Ich habe den Bonus mit Dice Clash versucht umzusetzen. Da Dice Clash leider zwischendurch fehlerhaft war und mehrmals abgestürzt ist, habe ich dann mit dem Spiel Chicken Road fertig umgesetzt.

Nach dem umsetzen hatte ich dann 5760€ Echtgeld.

Die Bedingungen für den Bonus habe ich mir davor gründlich durchgelesen und keines der Spiele die ich gespielt hatte war verboten. Ebenso habe ich mich an den maximal Einsatz von 5€ gehalten.

Dann kam diese Email vom Casino:

Sie schreiben in dieser Email, dass ich durch strategisches Spielen zu diesem Gewinn gekommen bin und das dies gegen ihre Bedingungen verst??t.

Aus diesem Grund haben sie mir den Umsatzfortschritt von 180'000€ Umsatz annulliert und zurückgesetzt.

Dies bedeutet für mich, dass ich das Echtgeld nochmals mit einem Umsatz von 180'000€ umsetzen muss, bevor ich meinen Gewinn auszahlen lassen kann.

Wer etwas rechnen kann wei? allerdings ganz genau, dass am Ende dann nichts mehr übrig sein wird und ich denke dass das dem Casino ebenso bewusst ist.

Ich finde das eine Unversch?mtheit und bitte Euch inst?ndig mir zu helfen, dass mit dem Casino klarzustellen.

Vielen lieben Dank für Ihre Hilfestellung in dem Fall.

Freundliche Grü?e

Ninosch

Dear Ninosch,

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

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

• Could you please explain whether you played in a way as to reduce the risk of your bets from your point of view?
• Did you experience technical difficulties on Dice Clash before or after your win?

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,

Tomas

No, I don't think I reduced the risk. I had an extremely high turnover, so everything was a risk to play.

I even played Dice Clash on high variance and only played Chicken Road because Dice Clash had stopped working in the meantime.

But Chicken Road wasn't banned, and neither were the other games I played. So I don't see myself as being addressed or responsible for the casino's prejudices in any way.

Nein, ich finde nicht, dass ich das Risiko reduziert habe. Ich hatte ja auch einen extrem hohen Umsatz, da war alles ein Risiko zu spielen.

Dice Clash habe ich sogar auf hoher Varianz gespielt und Chicken Road nur gespielt, weil Dice Clash zwischenzeitlich nicht mehr funktioniert hatte.

Da Chicken Road aber nicht verboten war, genauso wenig wie die anderen Spiele die ich gespielt habe. Ich sehe mich also in keinster Weise zu den Vorurteilen des Casinos angesprochen oder verantwortlich.

Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague. Peter ([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.  

Hi Ninosch,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Jettbet Casino to the conversation to participate in the resolution of this complaint.

Dear all,

The relevant information has been relayed to Casino Guru.

Best regards,

JettBet Casino

Thank you Jettbet Casino team for the email, I will need more details.

Dear all,

We have provided more details via email.

Best regards,

JettBet Casino

Dear Jettbet Casino team,

Thank you for the additional information. We reviewed all the data and here's the summary: The player played games with zero wagering contribution and somehow managed to finish the wagering even though this should be impossible. According to the casino, this occurred due to a technical error. Looking at this from the player's point of view, the player played games that were available for bonus play and didn't breach any rules. We understand that errors can occur, however, the player didn't do anything wrong. We strongly recommend blocking the games that are not allowed for bonus play or making sure that the zero wagering contribution actually contributes 0% to the wagering. Since the player already wagered the bonus (€180,000 turnover), they should get paid their winnings in full.

Dear all,

We have provided more details via email.

Best regards,

JettBet Casino

Dear Jettbet Casino team,

Thank you for your email. I will review the additional data and get back to you.

Hi all,

We have to discuss the issue further internally and we will get back to you in a couple of days.

Hi all,

After internal discussion, we concluded that although non-wagering games incorrectly contributed to the wagering requirement, the entire bonus was wagered on non-slot games. If there were some occasional bets on these games, the situation would be different but the bonus was meant for slot games as stated in the bonus terms. Therefore, we agree with the casino's decision to reset the bonus and let the player wager it on slot games.

Ok, that's disappointing and I don't really understand it, but oh well.

However, there are still a couple of things to be clarified.

How should I make the deposit now that there is no wager left?

How am I supposed to know when the money has been implemented?

The casino would please explain that to me ??

Ok, das ist entt?uschend und ich kanns nicht wirklich nachvollziehen, aber nun gut.

Dennoch gibt es noch ein zwei Dinge zu kl?ren.

Wie soll ich die Einzahlung nun umsetzen, wenn kein Wager mehr dort steht?

Wie soll ich dann wissen, wann das Geld umgesetzt ist?

Das würde mir das Casino dann bitte noch erkl?ren ??

Dear all,

We have provided more details via email.

Best regards,

JettBet Casino

Hi all,

Thank you for your replies.

Dear Ninosch,

According to the casino's information, new deposits are currently disabled until the wagering is finished. Please contact the casino's customer support to clarify the current wagering progress status. Even though I understand that this is not the result you were hoping for, the fact is that the whole bonus was played on non-slot games which contradicts its purpose. Your complaint will be rejected. I wish I could be of more help.

Dear Jettbet Casino,

Please make sure to fix the issue with the wagering contribution of the games that have 0% contribution to avoid confusion in the future.

Best regards,

Peter