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Unfair Cancellation of August 2025 Tournament Champion Prize

In August 2025, I participated in Jet4Bet’s monthly tournament and finished in 1st place. According to the official tournament rules and terms, I was entitled to receive the champion prize of 2100 au

However, Jet4Bet refused to credit my winnings, claiming that my "prize proportion was too high." This reason is not mentioned anywhere in the published rules or terms and conditions.

I believe this action is unfair and constitutes a violation of basic consumer rights. I request Jet4Bet to:

Pay my rightful winnings as the August 2025 tournament champion.

Provide a written explanation for their decision.

If the issue is not resolved, I am prepared to escalate this matter to relevant regulatory authorities in Australia (ACMA, ACCC, NSW Fair Trading) and share my case on other international dispute platforms.

Requested Solution:

Immediate payment of the full tournament prize and a clear explanation of the cancellation.

Account Information:

Username / ID: [removed by Casino.Guru admin]

Date of tournament: August 2025

Expected winnings: [2100$ au]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jet4bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you participated in this tournament? https://www.jet4bet.com/en-AU/tournaments/luxe-live
• Were you automatically placed in the tournament by placing bets on live table games?
• Were you removed from the leaderboard of the tournament, or are you still ranked?

Thank you very much in advance for your reply.

Best regards,

Tomas

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Thank you for your quick response and for looking into my case. Please find my answers below:

1. Yes, I participated in the tournament you mentioned (Luxe Live Tournament

).

2.I was automatically entered into the tournament by placing bets on the live table games.

3.Currently, my account shows the August rewards where I am ranked 7th. The September results have not yet been published publicly, but in the personal system screenshots I shared with you, it clearly shows I was ranked 1st. The manager also confirmed my 1st place status at that time. However, they later disqualified me, and now in my own system I can no longer see myself listed as 1st place.

I would like to understand why Jet4Bet cancelled my championship prize under the reason of "prize ratio too high," since this condition was never mentioned in the tournament rules.

Thank you again for your assistance.

Best regards,

"I would like to clarify that all of the bonuses I have received were exclusively obtained through the official promotional deposit offers sent to me by the company via email. I did not use, nor was I provided with, any other method to obtain these bonuses. Therefore, the source of my bonuses was entirely legitimate and based solely on the company’s own authorized promotions."

Thanks for your reply and explanation.

Have you participated in any other tournaments at the casino in the past?

• Could you please explain whether the casino contacted you and disqualified you from the tournament on its own initiative, or after you contacted them regarding a different matter?
• Have you activated any bonuses during or shortly before your participation in the tournament began?

Please let me know

Hello Tomas,

Thank you for your follow-up. I would like to clarify my situation in detail:

1.In the month before I achieved first place in this tournament, I also participated in the same tournament and legitimately finished in 8th place. This shows that my participation has always been genuine and consistent.

2.When I asked the casino to confirm my result, they explicitly confirmed that I was the first-place winner and even informed me that I would receive the prize on September 1st. However, only a few hours later, they suddenly changed their position and told me that my qualification was cancelled, claiming the prize ratio was "too high." This was extremely unfair and inconsistent.

3.During the tournament period, I did use a deposit-for-spin promotion, but this was only used for slot games. All of the money I deposited myself was spent on live dealer baccarat games. Importantly, I never used any bonus funds to place bets in the tournament-related games.

For these reasons, I firmly believe the casino’s disqualification decision was unjustified.

Best regards,

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

How long will it take to get a response to these matters?

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Ok, let me know the news as soon as possible. Thanks

Hi Jozef, hi you-tai,

Thank you for raising this case and giving us the opportunity to clarify. We can confirm that restrictions were placed on the player’s account regarding the receipt of bonuses. Nevertheless, the tournament prize was still awarded on 1 September, immediately after the tournament concluded.

By that time, however, the account had already been closed at the player’s own request, which meant that further promotional activity could not be accessed. The tournament prize remained valid in the account but has since expired in line with its conditions.

From our side, we believe the situation was handled properly and in accordance with the established rules. Of course, we remain open to further discussion if any additional clarification is needed.

You refused to pay me the bonus, and I got angry and asked to close my account. It's not my fault at all. You are now using this excuse to evade responsibility. I have all the conversation records. Your team refused to pay me the bonus multiple times.

Your team has denied me bonuses multiple times. This is your fault. I learned from my manager that you denied my bonus three times.

I think you have to return the prize money to me.

Moreover, you had already cancelled all the VIP levels and lottery tickets in my account, and also imposed many restrictions on my account. I really find it hard to believe that your casino would give me the bonus. All my deposits were made through the promotions you sent to my mailbox. This is simply an explanation you made to evade responsibility.

Furthermore, your VIP manager refused to communicate with me and refused to release my tournament winnings. You told me to communicate with the special department, but after three or four attempts, you still refused to release my winnings. I want every player to know that your casino is just trying to steal players' money. This is a vicious fraud.

If you didn't notify me and cancel my bonus eligibility or limit all my rewards, I wouldn't be angry and close my game account. I have confirmed with the manager again and again, and she said that your casino has definitely canceled all my bonus eligibility and my current account has been subject to many restrictions. I completely cannot accept your statement now. All my bonuses were sent to my mailbox by you. If you didn't send them to me, I would not be able to use them. This is completely unfair to players and a malicious fraud.

If necessary, I can provide all the conversation records. This is not my fault at all. You unconditionally restricted my account's bonus function. Before September 1st, you cancelled all the prizes on my account, including my 200 raffle tickets.

Dear Jet4bet Casino Team,

Thank you very much for your cooperation. Could you please clarify whether some of the legitimate winnings from bonuses or tournaments were actually confiscated, or if it was only the eligibility that was restricted?

If winnings that would normally have been paid out without any turnover requirement (or finished turnover) were indeed confiscated, we believe such action should be supported by some explanation. If just eligibility was restricted you have of course every right to do so.

Dear JozefBranch Operations Lead

How did I know my bonus eligibility was restricted? Because at the end of August, all the raffle tickets and points in my account disappeared. I asked my VIP manager, and he told me that I used too many bonuses, which was unfair to other players, and they revoked all my bonus eligibility, including tournament bonuses. However, this was a promotion they sent to my email, and it's available to everyone on the casino platform. The rules state that everyone can use it twice a day. I only received two bonuses, and I didn't win most of them. I also lost all the 5,600 Australian dollars in my account because the weekly withdrawal limit is $7,500. I sent my VIP manager at least ten messages, begging them to hold the bonus until I make multiple deposits to qualify for the bonus and then return it to me. They refused my request, and they refused me more than three times. I was so angry that I asked them to close my gaming account. I don't agree that it was because I couldn't receive bonuses because I closed my account, but rather that they restricted all my account bonuses, revoked my VIP eligibility, and confiscated over 200 raffle tickets. I was so angry that I closed my account. This casino is clearly bullying and blatantly defrauding people of their money.

I don’t care whether they return my winnings to me or not. I want everyone to know that this casino is a platform that will cheat people and confiscate their winnings. I want everyone to stop playing games on this platform.

Hi Jozef, hi you-tai,

Thank you for your patience and for allowing us some time to review this case in detail. We would like to clarify that no funds were confiscated in this instance.

The player received the tournament bonus corresponding to their final position on the leaderboard once the event concluded. This bonus was credited automatically with a x1 wagering requirement, in full accordance with the tournament’s standard conditions.

We hope this clears up any misunderstanding and appreciate your understanding while the situation was being reviewed.

Dear Jet4bet Casino team,

thank you very much for your cooperation. Could you please explain what these raffle tickets are and why they were confiscated?

My VIP customer service told me directly that all my bonuses were canceled, including my tournament winnings, and all my current raffle tickets were gone. If they didn't tell me that all my bonus eligibility was canceled, why did I need to close my account?

Hello Jozef and you-tai,

Thank you for your continued communication regarding this case. We would like to clarify once again that no confiscation of any kind took place. The player’s tournament prize was correctly credited in the form of a bonus after the event concluded, and we are happy to share proof of this directly with you via email if needed.

As for the account status, the decision to close the account was entirely made by the player, and we had no influence on that process.

Given these circumstances, we would appreciate some clarification on the current nature of the complaint. The original issue appeared to concern the prize not being credited, yet the prize was indeed awarded as intended. Understanding the specific concern at this stage will help us address it more effectively.

I have the chat messages that prove you have definitely confiscated all my winnings and you have also cancelled all my bonus eligibility. Why do you keep lying??

Dear Jet4bet Casino Team,

May I kindly ask you to provide evidence supporting the following statement:

"By that time, however, the account had already been closed at the player’s own request, which meant that further promotional activity could not be accessed. The tournament prize remained valid in the account but has since expired in line with its conditions."

If I understand correctly, these winnings were subject to a 1x wagering requirement, but since the account was closed upon the player’s request, the prize subsequently expired. Could you please confirm whether this interpretation is correct and specify the exact expiry period that applied to this prize?

Thank you in advance for your clarification.

Dear Jozef,

Branch Operations Lead

The first of these two photos shows my tournament winnings and ranking as first place on August 25th. The second photo shows them canceling all my winnings and informing me that I was no longer eligible for any prizes on August 26th. You can see in the photo that my ranking has also disappeared. I'm also confused as to why such a large casino would lie and deceive everyone just for this prize.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jozef,

We apologize for the delay in getting back to you and thank you for your patience.

The player’s account was closed on 29 August at their own request. The tournament prize was automatically credited on 1 September at 09:00 UTC with a 1x wagering requirement and remained valid until 4 September at 09:00 UTC, when it expired in accordance with the standard bonus conditions.

After the expiry period ended, the bonus was automatically removed by the system.

Dear Jet4bet Casino Team,

Based on the conversation with your manager, it appears that they informed the player that the winnings would not be credited. Following this, the player, understandably frustrated, decided to close their account.

Has this information been corrected since then? Would the player have had any way of knowing that the winnings were eventually credited?

HI Jet4bet Casino,

I completely cannot accept your official response. You clearly told me I couldn't get my bonus, and I repeatedly asked you to hold onto my bonus until I qualified, but you still refused. I really don't understand why you lied to me.

I am shocked and angry about your casino's statement. How can there be such a shameless casino to say such a thing?

Hello,

Thank you very much for your message and for clarifying the situation. After reviewing the case once again, we can confirm that the player was indeed misinformed earlier. Their account had bonus eligibility restrictions, and under normal circumstances, tournament rewards are not granted in such cases. However, on this occasion, the tournament prize was still credited. We can provide a full bonus history log to confirm this if needed.

The player was not subsequently informed about the crediting, as communication with closed accounts is not carried out in our system.

We would also appreciate your guidance on how you see this case proceeding further. Since the account is already closed, the prize was credited and has since expired, we would like to understand what resolution would be considered appropriate from your side.

Why did you wait until I presented evidence before offering a solution? I can confirm that I contacted your casino manager at least ten times, and he told me that he had consulted a special department and that I couldn't receive all my winnings. I kept pleading with him, but he just kept telling me there was no way to send me all my winnings.

I hope the best solution is to give me the bonus that is rightfully mine.

Dear Jet4bet Casino Team,

Thank you very much for your cooperation. Could you please specify the exact amount of winnings the player would receive, as well as the conditions for withdrawing these funds?

If the account was not closed due to gambling-related issues, I can imagine reopening it and adjusting the balance to reflect the situation as if the player had not been misinformed, restoring the amount under the same conditions.

Dear Jozef,

Thank you for your message. The player was credited with a bonus prize of 714.65 AUD with a x1 wagering requirement.

Please open my account and return my winnings to me, no matter what.

Dear You-tai,

Could you kindly confirm the casino’s statement? This seems like a fair compromise.

I can accept their proposal, but I want to know clearly what my ranking is.

Dear You-Tai,

Could you please clarify what you mean by "ranking"? Also, would it be possible for you to contact them directly as it seems it was already credited to your account?

My game account is open, but I haven't received the prize money yet. I will contact them directly to confirm my tournament rankings and prize money.

Dear Jet4bet Casino team,

could you kindly react?

The player was credited with a bonus prize of 714.65 AUD with a x1 wagering requirement.

I've now reopened my account, but the promised bonus still hasn't been paid out. This has dragged on for almost a month now, and I've realized they have no intention of dealing with this at all.

Hello Jozef and you-tai,

We would like to provide an update regarding this case. The tournament bonus has now been re-credited to the player’s account.

To clarify the situation: the prize was credited strictly according to the player’s final standing at the moment the tournament ended. The player’s suggestion that the prize should reflect the first place does not apply, as tournament rankings can change at any time until the event is fully completed, and the player was not guaranteed to maintain that position. Moreover, after the account closure, further participation was no longer possible, so the final position on the leaderboard at the time of completion is the only valid reference.

We also want to note that the re-crediting was completed as a gesture of goodwill to help settle the situation, even though the prize had already expired earlier.

If anything else is needed from our side, we remain available.

Dear You-Tai,

Could you please confirm that you have received it?

s thanks help

i get thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear you-tai,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jozef