CLOSED: Jetbull Casino Support and Complaints Thread

Hey guys!

This is Beatrice and I'm a representative for Jetbull Casino. 

If you didn't know already, Jetbull's been around since 2007. We're fully licensed in the UK, Malta, Curacao and Denmark for our sister site, Jetbull.dk. 

We know that you guys love having options, so we gathered a large selection of games (+1600, to be more specific) offered by over 30 providers, including Netent, Microgaming, Play n' Go, NYX and many more. 

Apart from our welcome bonus, you get to reload your wallet with up to €35 every week. We also reward you if you play on mobile and we give you extra spins every weekend if you play during the week! Make sure you check new challenges each month with our Game of the month as well.

We're very passionate about gaming and we do our best to provide you guys with the best experience, so if you need any assistance, feel free to drop your messages here. 

Thank you!

Edited by Moderator KingNemo: 24th January 2023 - Jetbull Casino is CLOSED

Hi Beatrice, 

Thank you for joining our forum. Welcome on board! 

Hey Melissa,

Very glad to be here!

Welcome to the best casino forum! Thanks for being available to assist our members:)

Welcome on board. We are happy you have joined the LCB forum. 

Welcome to LCB forum Beatrice! We're glad to have you here!

Welcome and thank you Beatrice for joining and introducing yourself to the LCB Forum!

Oops! Sorry Everyone for yhe following!

I'm sure Jetbull Casino will be offering one of the best Christmas 2017 promotions. I know this is probably not the right section, but I just wanted to give you the heads up on looking forward to another great Casino.

Wow, everybody's so nice and welcoming, thank you guys!

@2Late4Me That was indeed a very fun promotion, we will definitely try to top it this year   Thank you for the nice words!

Hey!

This is such a ridiculous situation. In the end of November 2018 I was playing at Nexvegas. I made the second deposit and after two days of playing here I received the message from the casino about the closure of Nexvegas and migration of the account to Jetbull. So, they literally wrote the following - “On Jetbull, you can continue where you left off, your account will remain the same and your money balance will be migrated as well”. I did not bother much about this and in the beginning of January I logged in the Jetbull account but no money was there. I mean no deposit that I made, no win that I had. I asked about this in chat but got no explanation to this. I know Everymatrix is a good group and to be honest I am very much surprised by what had happened… I want to get back to my game session from the moment I finished it in Nexvegas.

Hi Tectonic, 

Thanks for letting us know. I'm not sure if you can continue from where you played before but we can ask the rep why you have nothing in your balance. Please provide me with your casino username. We're going to notify the casino rep.

Is there any update for me?

Hi Tectonic,

Please private message me your casino username so that we can ask the Casino Rep to advise on your case. 

I already sent you my username before. Have just´sent you one more time.

Thank you for providing your casino username again as I couldn't access the info you previously sent to my colleague. We've now emailed them and asked for an update. Keep you posted. 

Hi Tectonic,

We've got a reply from the casino and they confirmed that their team is looking into your case. Keep you posted. 

Thanks!

@Tectonic - We will send another reminder regarding your case, keep you posted. 

Hello ,
Thank you for your reply.
The casino in question is JetBull Casino who have your logo at the bottom of their homepage.

I have attached my story...

The reason I selected Jetbull Casino was because of the bank transfer withdraw option they offered.  This is the method I use to withdraw funds if I am so lucky to win. I was fortunate and won $800 Canadian on April 25th. I requested to withdraw those winnings at that time and now they are saying that they do not offer the bank transfer option to Canadians. The reason they claim is because of the “closed loop policy” which is a part of the UK Gaming Commission which Jetbull Casino is licensed under.

Actually Jetbull Casino is Licensed under both the UK Gaming Commission which has the “closed loop policy”, and the Malta Gaming Authority which does not. The “closed loop policy” states how a customer deposits funds into their Jetbull account is the way they have to withdraw them. The Malta Gaming Authority does not have this policy in place which means a casino and customer can withdraw funds through various process. It seems Jetbull Casino is choosing what license to use in my situation. So now JetBull Casinos could potentially switch between the two licenses and delay or even deny a customer of their winnings.

I deposited funds into my JetBull’s account through my Visa debit and they do not accept a reversal or a deposit backs onto their debit cards from gambling establishments. I know this from past experience and this is the reason I look for casinos that offer “bank transfers” as an option.

On their website and a majority of the casino review websites they state, that the bank transfer process is available to Canadian players, so this was one of the reasons I chose JetBull casino. The choice of withdrawing funds is not disclosed until you go to withdraw and then it is too late since you already deposited and are playing.

Now they are saying the only option available to me is to use a certain e-wallet which I do not have an account with, as I have closed for reasons.

I have sent an email to their head office, EveryMatrix NV Casinos and their money management affiliate Gammatrix Business Unit which was a recommendation that came through one of my many chat conversations. I received an email from the business unit saying that they have created a “ticket “and I have received nothing since and it has been a good week now. Nice public relations!

So, it has been over two weeks now and it has been a very poor experience with Jetbull Casino in regards to withdrawing funds and their communications department...

Standard reply, “I understand your frustration, but....." and then nothing

Why is this an issue so often? You would think the licensing bodies would tighten up on these types of misleading practices of delay after delay...

Now I’m rambling...

Thank you for your time and ear...

David

Hello, not sure if there is where I'm to post this...

Username - snootli

Thank you for your reply.
The casino in question is JetBull Casino who have your logo at the bottom of their homepage.

I have attached my story...

The reason I selected Jetbull Casino was because of the bank transfer withdraw option they offered. This is the method I use to withdraw funds if I am so lucky to win. I was fortunate and won $800 Canadian on April 25th. I requested to withdraw those winnings at that time and now they are saying that they do not offer the bank transfer option to Canadians. The reason they claim is because of the “closed loop policy” which is a part of the UK Gaming Commission which Jetbull Casino is licensed under.

Actually Jetbull Casino is Licensed under both the UK Gaming Commission which has the “closed loop policy”, and the Malta Gaming Authority which does not. The “closed loop policy” states how a customer deposits funds into their Jetbull account is the way they have to withdraw them. The Malta Gaming Authority does not have this policy in place which means a casino and customer can withdraw funds through various process. It seems Jetbull Casino is choosing what license to use in my situation. So now JetBull Casinos could potentially switch between the two licenses and delay or even deny a customer of their winnings.

I deposited funds into my JetBull’s account through my Visa debit and they do not accept a reversal or a deposit backs onto their debit cards from gambling establishments. I know this from past experience and this is the reason I look for casinos that offer “bank transfers” as an option.

On their website and a majority of the casino review websites they state, that the bank transfer process is available to Canadian players, so this was one of the reasons I chose JetBull casino. The choice of withdrawing funds is not disclosed until you go to withdraw and then it is too late since you already deposited and are playing.

Now they are saying the only option available to me is to use a certain e-wallet which I do not have an account with, as I have closed for reasons.

I have sent an email to their head office, EveryMatrix NV Casinos and their money management affiliate Gammatrix Business Unit which was a recommendation that came through one of my many chat conversations. I received an email from the business unit saying that they have created a “ticket “and I have received nothing since and it has been a good week now. Nice public relations!

So, it has been over two weeks now and it has been a very poor experience with Jetbull Casino in regards to withdrawing funds and their communications department...

Standard reply, “I understand your frustration, but....." and then nothing

Why is this an issue so often? You would think the licensing bodies would tighten up on these types of misleading practices of delay after delay...

Now I’m rambling...

Thank you for your time and ear...

Snootli

You have come to the right place, one of or complaints moderators will assist you.

Hello snootli,

We've sent an email to the casino regarding your withdrawal issue and asked them to reply in this thread.

Thank you...

Hi David,

My name is Leonard and I am contacting you on behalf of Jetbull's Customer Support team.

After reading your message I have taken a look into your conversations with our Customer Support team through which you have been informed that Canadian users can only use debit card and EcoPayz, as a payment method for depositing and withdrawing. However, your Visa debit card is limited for gambling payments and the bank transfer option which you wish to use is not available from our end, due to gambling regulations in Canada.

In your case, the debit card is not a suitable method to withdraw as it has certain limits set by your bank service provider, and thus, the only available method left for you is to use EcoPayz. Now, I know that you have used it in the past and chose to close your account, for various personal reasons, but unfortunately I insist on the fact that this is the only option for you to use, due to gambling regulations in certain countries which limit withdrawal on cards.

Although we understand how inconvenient this must be for you, we kindly ask you to proceed with reopening your EcoPayz account and registering to your Jetbull account, so that your withdrawal can be processed by our team.

Our Customer Support team remains at your disposal, and we truly appreciate your feedback, as our Financial Department is trying to implement new payment methods for Canada as soon as possible.

Kind regards,

Jetbull Team

Under JetBull’s terms and conditions ....913 – Updated August 2018
9.1.3. Once we have approved your withdrawal you must give us sufficient information as to how the funds should be transferred to you. We will attempt to accommodate your request regarding the payment method and currency of your withdrawal. This, however, cannot be guaranteed. All withdrawals will be remitted only to the same account from where the funds paid into the player’s account originated.

I used a debit card to deposit money in to my JetBull account and a debit card is associated to one’s banking accounts it is not a bank account. A debit card access all accounts and the money that is deposited into the casinos account comes from either of my accounts. A bank transfer will deposit the money back into the same account it was deposited from as it is stated in 913 of your terms and conditions document.

They also mention that they will “attempt” to accommodate. I have not experienced this attempt the only attempt I have experienced is the attempt to delay and mislead.
I have not read anywhere about the “closed loop” policy or that Canada is excluded from “bank transfers” that they stated in my chat conversations...

Thank you

Hello, I received my withdraw, and would now like to close out my complaint...

Thank you for your support

Snootli

Hi Snootli,

Thank you for the update. Glad to hear that it has been resolved. 

I still got nothing on my Account...

Hi Tectonic,

So far, we haven't received any feedback regarding your case. We can try contacting them again. Keep you posted. 

I deposit 20 euro last night with code 150UPTO150 but didnt recive bonus. I tried to co contact support but nobody answer. Today they send me email to deposit again to recive that bonus. I think its not fair

Username peroni 

Hi perobet, 

We've emailed the casino rep regarding your case. Keep you posted. 

Hi perobet, 

we've been informed by the casino rep that the issue regarding your account / bonus has been fixed.
Can you please confirm this? 

I see now that they added bonus. Thank you very much :) 

@perobet - You're welcome, glad we could help! 

Hello all.

Is the casino rep. is still here?

Have some problems with Jetbull 

Please tell me what the issue is and send me your account details. We'll notify the casino rep. 

Hi Melissa.

Sent you priv

Regards

Thanks. I've received your private message and replied.