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Jetbull Casino - Account closure and without further explanation

RESOLVED
Complaint Info
Disputed casino Jetbull Casino
Reason Account closure
Amount £ 230
Alexiawyatt United Kingdom Message
Posted on May 29, 2018

Hi,

I made £210 deposits on jetbull casino in 3 seperate deposits after successfuly creating an account.

I got to £300 and tried to withdraw £230 however it wouldnt let me. I spoke to an online agent who advised me to keep trying. I did and it still wouldnt work. I continued to play for a little longer and then attenpted to withdraw again only to then have a message pop up saying your account has been self excluded!!

I asked an online agent why this was and she refused to give me ANY information and told me to email every matrix and i was advised i would get a response within 24 hours.

2 emails and 80 hours later and i havent even had so much as an acknowledgement!? I have looked through all sites operated by every matrix and i dont recall ever self excluding from any of their sites.

Its now been nearly 4 days and i am stuck! Jetbull have took my deposits refused to let me withdraw £230 and then blocked my account without any reason when i tried to make another withdrawal.

If i have self excluded from another one of their sites (which i dont recall) why have they allowed me to sign up and make 3 seperate deposits.

Why when i tried to make a withdrawal was i fobbed off with 'keep trying' and allowed to continue to play? Why was my account blocked without reason? Why was i told i would get a response within 24 hours only to recieve nothing!? Are jetbull just allowed to take/keep my deposits AND winnings!?

Posted on May 30, 2018

After checking the account, we have seen that the player was self-excluded as a result of implementing the GAMSTOP, which is an online multi-operator self-exclusion service created by the RGA. This tool allows UK users to simultaneously self-exclude from all online gambling operators licensed by the UK Gambling commission. This means that if a user self-excludes from a single casino or directly from GAMSTOP, they will automatically be excluded from every casino that’s licensed by the same authority.

In some particular cases the GAMSTOP blocker worked only after the 2nd login of the user and that is why some users have been allowed to do some actions and then, their accounts have been blocked at the 2nd login.

Rest assured that all affected players will be able to get their initial deposit back, as per our Terms and Conditions:
“29.3. … all of your bets shall be voided by us and all of your deposits will be returned to you.”

Our platform providers are working as hard as possible to manually process the withdrawals for the players with accounts closed due to self-exclusion, after GAMSTOP implementation.

Also, Jetbull would like to officially state that due to UK regulations, Jetbull cannot communicate directly with Self Excluded users. However, our platform provider has a special team in charge of Self Exclusion matters, team which can communicate directly with Self Excluded players via the following e-mail address: selfex­clu­sio­[email protected]­ver­yma­tri­x.com.

We’re sorry for the inconvenience and we would like to thank everybody for their patience. Jetbull is committed to endorsing responsible gaming as a policy of customer care and social responsibility, with several features to help the players have a safe and responsible online casino experience.

Best regards,
Jetbull Team

AskGamblers
Posted on June 1, 2018

Dear @Alexiawyatt,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you received the refund of your deposit/s? Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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