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I am submitting a complaint regarding a partial payout issue at Jet Casino.

My withdrawals in the casino account were marked as "successful", however I received only part of the funds.

Withdrawal amounts:

40000 → I received only 4001

16000 → I received only 6000

The remaining funds have not been received.

I contacted the casino support multiple times via live chat and email. Since Sunday, I have not received any meaningful explanation regarding:

the missing funds,

payment confirmation,

transaction IDs,

or the status of the remaining balance.

The support chat appears heavily overloaded. Chats are automatically closed after several minutes of inactivity, making proper communication extremely difficult. Most responses are automated or generic waiting messages.

I specifically requested:

proof of payment,

transaction/reference IDs,

confirmation that the full amounts were sent,

escalation to the financial department.

So far, no payment confirmation or transaction tracking information has been provided.

I am ready to provide:

screenshots of withdrawal statuses,

screenshots of received amounts,

chat history,

bank/payment proof if required.

At this point, I would like assistance in obtaining:

confirmation of the actual payout status,

transaction identifiers,

and the remaining unpaid funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please forward your bank statement covering the relevant period? You can reach me via email at attila.g@casino.guru.

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,

Attila

Dear Julia_sj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru