Jet Casino - 불분명한 규칙으로 인해 플레이어의 계정이 폐쇄되었습니다.

I registered at Jet Casino, filled out all the information about myself, uploaded a photo with my passport and a selfie with it for verification, then activated the welcome bonus and made a deposit. My currency was Ethereum, and the deposit amount was 0.15 ETH, around 350 euros. The bonus was 100% of the deposit and 500 free spins (I did not activate the spins). After that, my total balance, including bonus funds, was around 700 euros, and I went to play a slot by the provider Pragmatic Play called Fortune of Giza, with bets of 20 euros. I won 7800 euros and continued playing with bets of around 5 euros. I met the bonus/wager requirements, and my balance was approximately 7300 euros. I requested a withdrawal, then had to contact the administration through support chat to confirm the withdrawal address. Everything was approved, and after about 12 hours, my account was blocked for video verification. I wrote in the chat and started the video verification process and answered questions related to my account, after which I was told I need to wait about 72 hours. Now, my account is blocked due to a violation of the site rules, specifically 18.2 and 18.3. The rules are very vague, and in the chat, they refused to explain the reason for the block in more detail. I do not agree with this decision as I used the platform honestly and followed all the rules. Additionally, please note that I am currently using a VPN on the Casino Guru site because my internet provider does not allow me to access it directly, but I played in the casino without using a VPN.

Я зарегистрировался в Jet casino заполнил всю информацию о себе загрузил фото с паспортом и селфи с ним для верификации после активировал приветственный бонус и сделал депозит валюта у меня была Ethereum, сумма депозита была 0.15 ETH около 350 евро, бонус был 100% от депозита и 500 фриспинов (их я не активировал) после чего полный мой баланс вместе с бонусными средствами был около 700 евро и я пошел играть в слот от провайдера Pragmatic Play с названием Fortune of Giza играл по ставкам 20 евро, я выиграл 7800 евро и далее играл по ставке около 5 евро. Условия бонуса/вагер выполнил на балансе было примерно 7300 евро я поставил их на вывод, потом мне пришлось обраться к администрации через чат поддержки для подтверждения адреса вывода, мне все одобрили и через какое-то время, где-то часов 12 мне заблокировали аккаунт для прохождения видео верификации, я написал в чат и начал проходить видео верификацию и отвечать на вопросы касающееся моего аккаунта после чего мне сказали необходимо подождать около 72 часов. И теперь мой аккаунт заблокирован в связи с нарушением правил сайта, а именно 18,2 и 18,3 . В правилах все очень размыто в чате мне отказались более подробно разъяснить причину блокировки, с таким решением я не согласен я использовал данную платформу совершено честно с соблюдением всех правил. Так же прошу учесть что сейчас на сайте казино гуру я использую VPN так как мой интернет провайдер не дает мне возможности использовать его на прямую, но в казино я играл без использования VPN

Dear Rach,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this: 

"1.2.6 Any granted bonus has a limit regarding the maximum bet placed to wager the bonus. If the rules of a specific bonus do not specify the maximum percentage/amount of the bonus bet allowed, then no more than 5 € of the placed bet shall be used to wager the bonus. For players from Finland, no more than 3 € of the placed bet shall be used to wager the bonus." 

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards,

Dominika

The casino blocked me under points 18.2 and 18.3, I ask for your help to sort this out

Казино заблокировало меня по пунктам 18.2 и 18.3 , прошу вашей помощи чтобы разобраться в этом

Hello!

I'm leaving for work for five days. I hope when I get home you can give me an answer.

Здраствуйте!

я уезжаю по работе на пять дней надеюсь по приезду домой надеюсь вы сможете дать мне ответ

Dear Rach, could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello! I do not store screenshots of dialogues with the casino

Здраствуйте! Я не храню скриншоты диалогов с казино

this is what the casino writes to me

the photo was taken on 11.09.2004 at 10:40

I also duplicated it to your email

вот что мне пишет казино

фото было сделано 11,09,2004 в 10:40

также его продублировал вам на почту

Thank you very much, Rach, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

I hope so too

я тоже на это надеюсь

When will it be possible to get an answer to this question?

А когда можно будет получить ответ по данному вопросу?

Hello, Rach,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Jet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello, dear player and Gasino Guru representatives!

The player's account was blocked for granting access to a third party to his account. In this case, we refer to paragraph 18.2 of the rules, namely the second and the third subparagraphs:

You undertake to indemnify, defend the interests of the Company, and protect its partners and their companies, as well as their officers, directors, and employees, against all claims, demands, liabilities, damages, costs, and expenses, including legal costs and other expenses, incurred as a result of:

•  Your failure to comply with these Terms;

•  Your violation of law or the rights of third parties;

•  Use of your account by third parties irrespective of whether this use was authorized by you or not;

•  Receiving winnings in a similar way.

The game balance has been debited according to rule 18.3:

If you violate these Terms, we are entitled (but not obliged) to:

•  Send you a notification (using your contact details) of your violation and urge you to stop violating these Terms;

•  Suspend your account, thus disabling you from making bets or playing on the Website;

•  Block your account with or without prior notice;

•  Debit your account with the amount of the payouts, bonuses, or winnings that have been credited to you as a result of a serious violation.

In case of violation of the rules on third parties, we also refer to the clauses of the rules:

11.1 The following activities are prohibited and shall be considered a material breach of these Terms:

• Provision of information to third parties;

As well as 11.2:

We are entitled to block your account as well as to suspend or cancel payments/winnings:

• if you violate the terms described in the Art. 11.1;

A recording of our call will be sent to the email branislav.b@casino.guru.

Best regards,

Jet Casino!

Hello! I registered and played myself and answered all the questions that I was asked on the video call that they requested, and I do not really understand how the casino decided to make such accusations.

Здраствуйте! Я зарегистрировался и играл сам и ответил на все вопросы которые мне задали на видеозвонке которые они запросили, и мне не очень понятно как вообще казино решило выдвинуть такие обвинения.

Dear Rach,

The casino provided sufficient evidence to substantiate its claims and decision.

Although you answered all the questions that you were asked during the video call, some of them were not answered correctly (while you mentioned some of those things above, in your first post, with exact details and amounts), and there are reasonable grounds to believe that the person who attended the verification video call was not the same as the one who registered and played with the casino account, which means a serious breach of the rules.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the applied rules were stated above. However, it is generally prohibited to use someone else's (a 3rd party's) identity/personal details upon registration/play at any online casino. Each player is obliged to verify their identity, that they are the rightful owner of the casino account, and pass a verification video call if needed. Unfortunately, you did not pass the video call, which made the KYC/verification impossible. Since successful verification is mandatory for withdrawing anything from a casino account, the casino acted in accordance with its terms and conditions, which you accepted upon registration, and we accept their decision.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Jet Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru