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Jetbull Casino - Their Live Blackjack took 300usd unfairly

posted on November 18, 2015.

Its been 5 days when i complained about what happened with me in blackjack live casino i have all proofs as screenshots and yet everyday i ask what happened and they have no answer what so ever and they keep asking me to wait for an email and now its been 5 days.below is the explaination of what happened.

1)Firstly what happened twice that when i have pockets in black jack i dont get the split option first time it made me lose with pocket 8's i wanted to split but couldnt and i lost. And i could of won the Bet was 100 usd. Second pocket A's luckily i didnt lose the hand but if i splited i would of doubled and won.

2) i automaticaly get logged out while playing which made me lose 100 usd :s :s this always happens while playing after like 30 minutes or so my account automaticaly logs out :s which lastly occured a loss after betting 100usd on blackjack. When i got a 12 and then logges out and i couodnt hit !!! And also i wouldnt of lost if i was not logged out .

I have attached photos for youre reference so you can see. First is the split issue with aces and second is the hand when i had 12 and it made me logout when i had nothing to do with it.  And the thid with my ace eight is the hand after my hand with the two 8's that i didnt get to hit.

Please folow up this issue.

posted on November 19, 2015.

Please note the screenshot of me having ace eight is just to inform the casino that the pockets eights happened before this hand exactly.

posted on November 19, 2015.

Dear askgamblers it happened again right now while i was playing here are the screenshots!!! I cant beleibe the split option did not come again! Please do the math you will notice that i will be even and not lose if i split which obviously i would but i lost. Please ask jetbull to respond.

posted on November 20, 2015.

More screenshots of again and again same problems ...........

posted on November 20, 2015.

Hi Shihada,

We have esculated this issue with Evolution who are currently investigating this matter. Once we have received confirmation that there is indeed an issue we will, of course notify you.

Also with regards to the second point you made concerning being automatically logged out we have been able to determine that the reason you were unable to select an option is due to being disconnected fro the game server straight after the option menu was sent to you. This incident occurred due to an internet connection drop from your internet provider.

posted on November 20, 2015.

Its a really big shame to put the blame on the internet connection. Because if my connection was a problem i wouldnt of complained about it. Where is youre proof that it is my internet connection ?? It is the easiest way out to just blame the connection without a proof to show. I have fiber connection 20mps so please do not blame my connection.
regarding the other issues thank god everything is crystal clear with all screenshots do there will be no way of any kind of unproffessional excuses....

posted on November 23, 2015.

More of the same issue. Two hands that dod not show the split option and one that did show the split option as a proof that there is a system error.

posted on December 2, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on December 2, 2015.

Bellow you can see a response from a gaming provider regarding your issue with a Blackjack:

According to Technical Engineers, the Split option was not offered to the player in the game on 19-11-2015 at 21:59:41 UTC since the client had insufficient remaining balance for this financial decision. Please be aware that this is normal system behavior.

As for the other reported game - Blackjack on 20-11-2015 at 00:13:43 UTC, this round has been forwarded to Development Engineers for further investigation and they will notify us when updates will be available.

posted on December 2, 2015.

Dear askgamblers.
please see attached photo.
you can see the date from november 21 it is the exact answer they used to reopen the case.
are you convinced by any chance that evolution gaming needed additional 11 days to investigate the matter ?
also please check how many screenshots i have conpalines about. I have counted them, they are 16 photos lets assume some are retaken screenshots for the same rounds but most are diffrent cases so they are about 11 diffrent cases with the same issue, and yes mistakenly was one with unsufficient balance but all the rest are with balances you can see the balance in the top left corner.
Now this case upto today is 14 days old and i only can say the casino did not give me any fruitful feedback but only to say we are waiting and i can 100% believe they are doing nothing about it coz i am sure evolution doesnt need 14 days to confirm the software glitch.
they just dont want to return my money....

posted on December 2, 2015.

For the casinos information. This conpalaint is not for just the game on 20-11-2015 at 00:13:43 UTC but for all screenshots that was posted here. And all photos i posted here was sent to you to youre email on the same dates that the hand happened:)

posted on December 9, 2015.

We are waiting for a gaming provider to send response considering this case.

posted on December 9, 2015.

Dear askgamblers,
i dont mind waiting as much as it takes.
but please understand this case is been complained for more than 3 weeks.
all photos are very clear that i have posted here.
It is not clear why evolution gaming needs more than 3 weeks to confirm the error.
if it makes sense to askgamblers that it needs more than 3 weeks than as i said i dont mind waiting as much as it takes.

posted on June 7, 2017.

This complaint has been reopened due to the declared willingness on behalf of Jetbull Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

posted on June 7, 2017.

Dear Shihada,

First of all, we would like to again apologize for any inconvenience caused by this situation.

The provider located the game rounds and the issue encountered, therefore all initial stakes for the losing hands affected by the issue have been refunded, with the total amount of 1,070 USD.

We have provided to the Askgamblers Complaints Team the proof of the payment from our system, and also a screenshot of the email you have received, informing you about the refunded funds. The user withdrew the amount mentioned on 30/12/2015.

If you need more assistance with this please let me know.

Best regards,

Jetbull Team

posted on June 8, 2017.

Dear @shihada, 

Please confirm if the issue has been resolved. 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.