Remaining balance withholding
I am submitting this complaint regarding JetSetSpins because my account was closed while a significant balance remained on the account, and the casino has so far refused to provide a clear answer regarding the payment of those funds.
At the time my account was restricted, I had approximately EUR 2,200 available in my account, with approximately another EUR 400 tied to pending bets.
I had previously completed the casino’s verification process twice. My most recent verification was completed less than one month before the account restriction, and after that verification, I successfully received a withdrawal using the same payment method.
After my account was restricted, I contacted JetSetSpins Support and requested that my remaining balance be transferred to my usual payment method.
The casino responded by stating that my account had been disabled or closed at the casino’s discretion in accordance with its internal policies and Terms and Conditions. I made it clear that I understood the account closure and that my question was specifically about the remaining funds.
However, the casino has still not confirmed:
- the exact balance remaining on my account;
- what happened to the approximately EUR 400 that was tied to pending bets;
- whether those bets were settled normally;
- the total amount that will be returned to me;
- when the remaining balance will be paid; or
- whether any part of the balance is being withheld.
In their latest response, JetSetSpins only stated:
“Regarding your remaining balance, any related inquiries will be reviewed according to the policies and conditions applicable to your account.”
This does not answer what will happen to my funds or when I can expect to receive them.
I deposited and previously withdrew using a Skrill Virtual Mastercard. The payment method had therefore already been accepted by the casino for withdrawals.
I am not asking AskGamblers to review whether JetSetSpins had the right to close my account. My complaint concerns the approximately EUR 2,200 remaining balance and the approximately EUR 400 that was pending at the time of the restriction.
I would like JetSetSpins to:
1. Confirm the exact current balance of the account.
2. Confirm the settlement status and outcome of the pending bets.
3. Confirm the exact amount that will be paid to me.
4. Pay the full remaining eligible balance to my previously used payment method.
5. Provide a clear timeframe for the payment.
6. If any funds are being withheld, identify the exact amount and the specific Terms and Conditions provision being relied upon.
I am able to provide the full email correspondence with JetSetSpins Support, transaction records, proof of previous withdrawals, and any other relevant information required.
I would appreciate AskGamblers’ assistance in obtaining a clear explanation and payment of the remaining funds.
I have attached the communication with Jetsetspins so you can see that they are responding by claiming something contrary to their policies.
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