Jetbull Casino - Will not pay 2 withdrawals and have blocked my account

marty_slots United Kingdom
posted on August 30, 2016.

I registered on Jetbull Casino on 21st Aug - deposited £100 an played some slots - I won £224.90 and made a successful withdrawal, within 3 days the money was back in my account - I was impressed with this casino so a few days later I decided to play some more - over 2 days (28th & 29th Aug I deposited a total of £1700) - I played some more slots and won a total of £3230. On the 29th Aug I made a withdrawal and was asked to verify my account - standard procedure with a lot of casinos so I sent my documents right away,

Today I have received a message from Every Matrix who own Jetbull Casino to say I have previously self excluded from a casino owned by Every Matrix (they did not give me the name of the casino I am supposed to have self excluded from) and said that my account was temporary blocked. They have also stated that My self exclusion has ended and I can re-enable my account if I let them know. I have replied and let them know how angry I am as now that I have won a large amount all of a sudden they have blocked my account, before this I could deposit and withdraw with no problems. This seems so fishy to me and I feel like they are going to stop my winnings from being paid out, can somebody please help me? Thank you

posted on September 2, 2016.

Self Exclusion Procedure

Jetbull respects players’ decision to activate the self-exclusion procedure. For us, it is important to acknowledge their choices as well as fulfilling our duty of care towards our players. We are constantly attempting to improve the entire process of self-exclusion. At this moment, automatic system checks are constantly being performed, verifying the databases for self-excluded player accounts.

However, since we discovered a number of players that try to exploit the self-exclusion procedures by entering different details that those they used initially in their registration, a decision has been made to improve this process by asking for additional manual checks for each self-exclusion request. For this reason, a self-exclusion request is now analyzed and handled by a support representative that checks each player’s details, such as: name, surname, e-mail address, credit card details, etc., a process which implies more time.

Information about self-exclusion, its implications and enforcement are available both in the Terms and Conditions of the website and in the Responsible gaming section, which informs about the expectations players should have when and if they should choose to enter into a self-exclusion agreement. We encourage players to carefully read all information which is made available to them in order for them to understand player protection and to make an informed decision when either opening an account, or when they request to enter into a self-exclusion agreement which may affect multiple accounts that they may hold with other casinos. We are using our best efforts to enforce self-exclusion in a timely fashion, however self-exclusion implies a certain responsibility from the player’s side, as well, as illustrated above. Therefore, each case of self-exclusion is treated individually, based on the applicable rules and policies, since each case may be subject to different circumstances. However, we would also like to emphasize that we have every interest to keep our players satisfied and treat every complaint we receive fairly.

marty_slots United Kingdom
posted on September 3, 2016.

Update on complaint - I had an email from EveryMatrix to say they got it wrong and I was still SE at Casino Luck and that only my deposits would be returned.... my reply below....

Can you not see this is unfair practice for the player??

Clearly your self exclusion process only applies when the player has managed to win, I managed to register and play on Jetbull Casino for over a week, depositing several times and you even processed one of my withdrawals. At the moment I have had my deposits returned to me, I know the rules for self excluding across all sites, but my complaint still stands and I think it is a valid one, as:

a) it does not state anywhere on Jetbull's site that they are anyway associated with CasinoLuck which is where I am SE
b) my deposits would NOT have been returned to me because your SE only activated when I made my sizeable withdrawal - the player is in a lose - lose situation - only the casino gains from this
c) I made deposits over the course of a week and the EveryMatrix team actually processed my first withdrawal with no problems

As stated, I know the rules for Self Excluding, I would appreciate this case being looked into and treated fairly

posted on September 6, 2016.

Each case of self-exclusion is treated individually, based on the applicable rules and policies, since each case may be subject to different circumstances.

Therefore, official advice for Self Exclusion situations like the one mentioned in this thread is to contact contact eCOGRA and report his situation by filling the ADR form (http:­//w­ww.e­co­gra.or­g/a­ta/­dis­put­e.php) in order to be 100% sure that each particular case is fairly treated. All of our customer should rest assured that we will act accordingly, based on the decision taken by the mentioned authority for online gaming.

marty_slots United Kingdom
posted on September 6, 2016.

I have submitted dispute to eCOGRA

posted on September 6, 2016.

Upon players last post we will close this complaint as Unresolved.

As soon as AskGamblers Complaints Team receive regulator's final decision we will comply and mark the case accordingly.

posted on May 19, 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 May 22, 2017.

After a detailed investigation, we can confirm the user was refunded his deposits, as per the Terms and Conditions active at the time. Our security department informed us that no complaints were filed on behalf of the user after the deposits were successfully refunded.

The case is closed both on our end, and eCogra, if the user actually contacted the ADR.

As previously mentioned, all of our customers should rest assured that we will act accordingly, based on the decision taken by the mentioned authority for online gaming. This was the mainly reason for which we have waited for such a long period.

posted on May 22, 2017.

Dear @marty_slots,

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.