Jettbet Casino - Problem med spelarens konto och gränser respekteras inte.

Hi! I made the mistake of not checking reviews before I started at a new place. The casino is called Jettbet. Started playing on 25/3. Made deposits of several hundred in small deposits of 20-30 euros. Was assigned a "vip manager" quite quickly but had big problems getting verified despite ID, bills, cards, tax office, bank (iban, transactions,) etc. Yes, you get the idea. So getting a withdrawal was basically impossible. The second withdrawal I tried was quite small. Was also rejected because each deposit had to be wagered 5 times the deposit which is completely deplorable. (Missed 4 euros in wager) so deposits without a bonus have to be wagered 5 times. Avoid these scammers. And it took 2 days to get that message. In my frustration over poor customer service where live support constantly says that you should email them about every question you have and a manager who was gone with the Wind most of the time. Anyway, since I have a gambling problem, I chose to set a deposit limit. I chose the amount 0. They don't have a function where you set it yourself, you have to contact them. So I chatted with support several times. They noted my request but did nothing about it. They said I should email support and I did so several times. I have proof. Their T&C states that reduced limits are implemented immediately. I'll send it too. And my manager found out about it when he was quick to contact me. The bottom line is that the next day I wanted to bet a little again and to my surprise I was able to make deposits even though I explicitly asked for a 0 limit. So I wonder if I have the right to request a refund of these over 400 euros from that weekend when I wasn't allowed to make deposits at all. Jettbet is adamant with their demands and rejected several withdrawal attempts for various reasons. Then they should be strict with their own rules regarding limits too?

Hej! Gjorde missen att inte kolla upp recensioner innan jag började på ett nytt ställe. Casinot heter Jettbet. Började lira 25/3. Gjorde insättningar på flera hundra i små insättningar på 20-30 euro. Blev ganska snabbt tilldelad en "vip manager" men hade stora problem med att bli verifierad trots ID, räkningar, kort, skatteverket, banken (iban, transaktioner,) osv. Ja ni fattar. Så att få ut ett uttag var i princip omöjligt. Andra uttaget jag försökte mig på var ganska lite. Blev också avvisat då varje insättning var tvunget att omsättas hela 5 ggr insättningen vilket är helt bedrövligt. (Saknade 4 euro i wager) alltså insättningar utan bonus måste omsättas 5 x. Undvik dessa skojare. Och det tog 2 dagar att få det beskedet. I min frustration över dålig kundservice där live supporten konstant säger att man ska mejla dem om varje fråga man har och en manager som var gone with the Wind oftast. Hursomhelst då jag har ett spelproblem valde jag att sätta en insättningsgräns. Jag valde beloppet 0. De har ingen funktion där man ställer in den själv utan man måste kontakta dem. Så jag chattade med support flera ggr. De noterade mitt önskemål men gjorde inget åt det. De sa jag skulle maila support och det gjorde jag flera ggr. Har bevis. På deras T&C står det att sänkta gränser införs direkt. Skickar den också. Samt att min manager fick reda på det då han var snabb på kontakta mig. Kontentan är att dagen efter så ville jag betta lite igen och till min förvåning så gick det att göra insättningar trots att jag uttryckligen bett om en 0 gräns. Så jag undrar om jag har rätt att begära en återbetalningen av dessa drygt 400 euro från den helgen då jag inte var tillåten att göra insättningar överhuvudtaget. Jettbet är stenhårda med sina krav och avvisade flera uttagsförsök av olika anledningar. Då borde de vara hårda med sina egna regler gällande gränser också?

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Dear Thisisbs,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for the detailed description and the screenshots provided — they are very helpful. From what I understand, there are two main concerns here: the wagering requirement applied to your deposits, and more importantly, the failure to apply your requested deposit limit of 0 despite multiple requests.

To better assess the situation and determine whether the casino may have failed in its responsible gambling obligations, I would like to kindly ask you to clarify a few points:

• On which exact date and time did you first request the deposit limit of 0?
• Did you clearly state in your communication that this request was related to gambling concerns or loss of control, or was it a general request to limit deposits?
• After your request, did the casino explicitly confirm that the limit had been applied?

If you have any additional supporting evidence (full conversations, transaction history, or screenshots of deposits made after your limit request), please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi! General request. Been sitting with the live chat but they only send auto-replies that you should email every single question you have. Have requested gpdr. Regardless, I have sent at least 3 emails asking them to set my limit. Even my "manager" unexpectedly heard back confirming that he had seen it but he did nothing about it either. I think it is associated with serious fines if they ignore people's requests to set game limits. Sending several emails and from Jacob at jettbet who heard from support I wanted a limit. Also sending transactions. Want to point out in the previous email regarding their T&C where it says that if a player sets a limit, it applies immediately. Just saying. They have now closed my account and are absent. Not a sound from anyone

Hej! Allmän begäran. Suttit med livechatten men de skickar bara autosvar om att man ska maila varenda fråga man har. Har begärt ut gpdr. Oavsett så har jag skickat minst 3 mail med att de ska sätta min gräns. Även min "manager" hörde oväntat av sig att bekräftade att han sett det men han gjorde inget åt det heller. Tror det är förenat med seriösa böter om de ignorerar folks begäran om att sätta spelgränser. Skickar flera email samt från Jacob på jettbet som hört från support jag ville ha en gräns. Skickar även transaktioner. Vill poängtera i förra mailet angående deras T&C där det står att om en spelare sätter en gräns så gäller den omedelbart. Just saying. De har numera stängt mitt konto samt lyst med sin frånvaro. Inte ett ljud från nån

Missed you wondering about times. Attached from email. Yes they were aware that I want a limit and it should be implemented immediately as said. It also says in their T&C that it is immediately without exception. If I want to change the limit again, it is associated with a so-called time penalty. Yes they notified my manager as said but according to support all requests and changes should be emailed to support and I have done so several times, some of which are answered and others are ignored. For example, I have not received any response now for over a week. I have not received any confirmation of my request for a refund since my limit was set. I have emailed both support, manager, kyc team. No one has responded. Live support says the same thing all the time that I have to email but it is only an auto-response/auto-reply with the same answer so it is doubtful if it is a real person sending the same thing over and over again. Can you not blacklist this company and help me get back deposits made 1 day after my limits were set. They have already confirmed they knew if I wanted these but ignored to introduce them which is completely against their own rules. Will send email again with times

Missade du undrade om tider. Bifogar från mejl. Ja de var medvetna om att jag vill ha en gräns och den ska införas direkt som sagt. Står även på deras T&C att den är direkt utan undantag. Om jag vill ändra på limit igen så är det förenat med ett så kallat tidstraff. Ja de meddelade min manager som sagt men enligt supporten så ska alla förfrågningar och ändringar mailas till support och jag har gjort det flertalet gånger varav vissa svaras på och andra ignoreras. Jag har tex inte fått något svar nu pä över en vecka. Inte fått någon bekräftelse på min begäran om återbetalning sedan min gräns sattes. Har mailat både support, manager, kyc teamet. Ingen har svarat. Livesupporten säger samma sak hela tiden att jag måste maila men det är bara autosvar/autoreply med samma svar så tveksamt om det är någon riktig person som skickar samma sak om och om igen. Kan ni inte svartlista detta bolag och hjälpa mig få tillbaka insättningar gjorda 1 dag efter mina gränser var satta. De har ju redan bekräftat de visste om jag ville ha dessa men ignorerade att införa dessa vilket stider helt emot deras egna regler. Skickar mail igen med tidpunkter

I also send all conversation on whatsapp with manager. I say specifik several times there aswell to respect my deposit limit. Wich he are not. Im not sure what mote evidence u

Hi Thisisbs,

Thank you for your message and the additional information provided — I really appreciate your cooperation.

Before we proceed further with your complaint, I need to establish one important detail. Could you please send me the exact URL of the Jettbet website you were using?

I attempted to review their Terms and Conditions, particularly regarding deposit limits, but I was unfortunately unable to access the website from Sweden.

Having the correct link will allow me to verify the relevant rules and assess your case properly.

Thank you in advance for your reply.

Strange. So it's jettbet.com I access it from Sweden.

Sending the link that appears in the field. Plus a PS.

https://jettbet.com/en

Konstigt. Alltså det är jettbet.com jag kommer åt den ifrån Sverige.

Skickar länken som kommer upp i fältet. Plus en PS.

https://jettbet.com/en

Does it take 10 days to check a few lines in the T&C? Or did I miss sending some info? Mvh

Tar det 10 dagar att kolla på några rader i T&C ? Eller missade jag att skicka någon info? Mvh

Hi Thisisbs,

First of all, please accept my sincere apologies for the delayed reply.

Thank you very much for your patience and for all the information and evidence you have provided so far — I truly appreciate it.

I have also carefully reviewed the WhatsApp communication you shared (see screenshot above). From this conversation, it appears that your VIP manager mentioned that you had made several different requests at the same time, including:

• setting a deposit limit to zero,
• requesting account closure,
• discussing withdrawals, and
• receiving or discussing bonuses.

The manager then suggested proceeding step by step, prioritizing the withdrawal first, and asked to cancel other requests temporarily.

Based on this, I would like to clarify a few important points:

• Is it correct that you agreed to prioritize the withdrawal (€72) before proceeding with other requests?
• Did you at any point clearly confirm that you still wanted account closure or a strict deposit limit applied immediately, regardless of the withdrawal?
• Most importantly, did you explicitly inform the casino (in any of your communication) that your request was related to a gambling problem or loss of control?

These details are crucial for our assessment.

Please understand that it becomes significantly more difficult to proceed with a case if:

• multiple requests (limits, closure, bonuses, withdrawals) are made simultaneously and may appear contradictory, or
• the casino was not clearly informed about the reason behind the request (e.g., gambling problem).

The screenshot suggests that the casino may have interpreted your requests as mixed or changing priorities, which can impact how they handled the situation.

Thank you.

No! I asked for the deposit limit to be set to 0 already my second day there and continued to ask for it via support/mail Several times. The conversation you can see on the email also clearly states that my manager has seen my request for a deposit limit and he does not mention anything else in it. It was not respected that time either. When he brings it up on whatsapp it is at a later time. I got the impression that he would compensate me after the withdrawal was made which you can read about on whatsapp. Again their terms and conditions are crystal clear. A player's limits are set immediately and if you want to change your limit then it is with a time aspect. Ignoring such limits is not okay with their license holder, right? So they have made a mistake and ignored my requests to get a limit several times even though they have been aware that I have asked for it several times. I closed my account after the manager stopped responding after the withdrawal. Yes then I mentioned gambling addiction and then they finally closed my account. To this day I have not received any response from any of them via email and the support refers that they only respond to emails! I have now spoken to you for over 3 weeks. I have sent all relevant correspondence where they clearly received my request to set limits. I have also asked for gpdr which they do not send out either, then I could have shown several conversations via chat. Then I do not really know what my deposit limits have to do with me trying to get my withdrawal. There are 2 completely different separate things that are not connected to each other. One is responsible for finance while my requests for deposit limits are handled by the support/manager. Which the chat has also said. And withdrawals have been pending for several days without them doing anything with it. So it feels irrelevant.

Nej! Jag bad om att insättningsgränsen skulle sättas till 0 redan min andra dag där och fortsatte be om den via support/mail Flera gånger. Konversationen du kan se på mail säger tydligt också att min manager sett min förfrågan om insättningsgräns och han nämner inget annat i den. Den respekterades inte den gången heller. När han tar upp det på whatsapp så är det vid ett senare tillfälle. Fick intrycket av att han skulle kompensera mig efter uttaget var gjort vilket du kan läsa om på whatsapp. Återigen deras regler och villkor är glasklara. En spelares gränser sätts omedelbart och vill man ändra sin gräns sen är det med en tidsaspekt. Att ignorera sådana gränser är väl inte okej med deras licensehållare? Så de har gjort fel och ignorerat mina förfrågningar om att få en gräns flera gånger fast de har varit medvetna om att jag bett om den flera gånger. Jag stängde mitt konto sedan manager slutade svara efter uttaget. Ja då nämnde jag spelmissbruk och då stängde de till slut mitt konto. Än idag har jag inte fått något svar från nån av dem via mejl och supporten hänvisar att de endast svarar på mejl! Jag har nu pratat med dig i över 3 veckor. Jag har skickat all relevant korrespondens där de tydligt fått mitt önskemål om att sätta gränser. Jag har även bett om gpdr vilket de inte heller skickar ut då hade jag kunnat visat flera konversationer via chatten. Sen vet jag inte riktigt vad mina insättningsgränser har att göra med att jag försöker få ut mitt uttag. Det är 2 helt olika separata saker som inte är kopplade till varandra. Den ena ansvarar finans för medans mina önskemål om insättningsgränser sköts av supporten/manager. Vilket även chatten har sagt. Och uttag ligger vilandes i flera dagar utan att de gör något med den. Så det känns orelevant.

Yes i saw The print you sent me. I had not asked them account closure. Why would i do that when i have withdraw pending. And also i stated my limit was The most important! Again! What should i have responded he said he Will fix my withdraw first! U are saying limits cannot be set if i have an withdraw pending??? It took 48 hours to get it! I only made deposit limit demands time after time via mail since Day 2! And once again check thier T&C.

Here is also my request for gpdr. I have several request and not even 1 is replied. Dont They need to send this request Either? Or u mean since they claim i have other request with them they can ignore it?

Sorry, I misread it! No, I didn't have multiple requests. I just had the one about the deposit limit, which is clear. They just ignored it. Have a good day!

Förlåt läste lite fel! Nej jag hade inte flera förfrågningar. Bara haft den om insättningsgräns vilket är tydligt. De ignorerade den bara. Ha en bra dag!

Hi Thisisbs,

Thank you for your messages so far.

At this stage, in order to proceed with your case, I need you to provide a clear and precise timeline supported by exact figures, as the current information is still too general.

Please clarify the following:

• The exact date and time of each deposit made after this request (after 26.3.)

At the moment, you are referring to "over €400," which is not sufficient for us to assess the case properly. We need specific numbers and a clear sequence of events.

If possible, please provide:

• Full transaction history (deposit list with timestamps)
• Screenshots clearly showing deposits made after your request

Thank you in advance.

I am sending a screenshot of all transactions made between 27/3 to 30/3. Then I am attaching a print screen of each individual transaction. I choose from the date 27/3 because I received confirmation from jettbet on 26/3 that they received my request then. I have sent it on previous occasions. I received it from Jacob on 26/3 at 14:55. Since they use different merchants to receive money and no single bank, it can look a bit messy. Is about 7800 sek if I calculated correctly. You also get some other payments but it applies to nexbric, key4ge1, cramp, oreach.

Tried to attach each one individually but your system said no so I'll send some plus a complete history

Jag skickar en skärmdump på samtliga transaktioner gjorde mellan 27/3 till 30/3. Sen bifogar jag printscreen på varje enskild transaktion. Jag väljer från datumet 27/3 eftersom jag fick bekräftelse från jettbet den 26/3 angående att de mottagit min begäran då. Den har jag skickat vid tidigare tillfällen med. Jag fick från Jacob den 26/3 klockan 14:55. Eftersom de använder sig av olika handlare för att ta emot pengar och ingen enskild bank så kan det se lite rörigt ut. Är ca 7800 sek om jag räknat rätt. Du får även med några andra betalningar men det gäller nexbric, key4ge1, cramp, oreach.

Försökte bifoga varje för sig men eran system sa ifrån så skickar några plus en fullständig historik

Thank you for sending the full transaction overview — this is very helpful and gives us a much clearer picture of the activity between 27/03 and 30/03.

Based on the screenshots and your calculations, it appears that the total disputed amount is approximately 7,800 SEK.

Before we proceed, could you please confirm that this figure is correct and that it includes all relevant transactions (Nexbric, Key4ge1, Cramp, Oreach)?

Once you confirm this, we will be able to move forward with a clearly defined claim.

Thank you again for your cooperation.