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I am troubled because I can not withdraw due to the unreasonable withdrawal conditions presented like later.

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background:

6/26

・ I registered with JETCASINO and received free spins.

(I think the amount of money I got was about $ 10)

・ After that, I was fortunate to increase it to about $ 100, and in the meantime, I cleared the betting conditions and converted it to real money that I could go to work.

・ I tried to withdraw money, but it was canceled and I received an email with the following words.

"Your cashout has been canceled. For a successful withdrawal you need to upload a photo of your ID and a selfie with it. You also need to make a deposit of the balance amount and complete its triple wagering."

Here, I realized that "you need to deposit the same amount as the bonus amount you got (the prize amount of free spins) and triple the bet".

6/27

・ I deposited $ 20 from virtual currency and achieved a triple bet.

(The betting conditions for the deposit bonus received by deposit have also been achieved)

・ Fortunately, I succeeded in increasing the winning amount to $ 5,000.

・ I uploaded "ID card" and "ID card + selfie photo".

6/28

・ The uploaded identity verification document was approved, and I applied for a $ 4,000 withdrawal to the virtual currency wallet.

・ Withdrawal has been cancelled

・ When I contacted support, I received the following answers.

・ ・ "The balance you are about to withdraw is treated as a bonus"

・ ・ "A deposit of the same amount as the withdrawal amount and a bet of 3 times are required (full amount $ 5,000 / bet $ 15,000)"

・ When I asked, "Is this $ 5,000 full money treated as real money?", I got the answer, "Yes, it's real money."

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I've read through the terms of withdrawals and bonus withdrawals on the site in advance, but I couldn't find any such rules in the first place.

It seems to me a trap that casinos are being offered unreasonable conditions for late withdrawals because they are reluctant to withdraw large amounts of money.

I hope that this matter will be resolved (performance of withdrawal).

後出しのように提示された不当な出金条件のせいで出金できず悩まされています。

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経緯：

6/26

・JETCASINOに登録し、フリースピンを受け取りました。

（獲得金額は約＄10だったと思います）

・その後、幸運にも約＄100に増やし、その間に賭け条件もクリアし、出勤可能なリアルマネーに変換しました。

・一旦、出金を試みましたがキャンセルされ、以下の文言が記載されたメールが届きました。

"Your cashout has been cancelled. for a successful withdrawal you need to upload a photo of your ID and a selfie with it. You also need to make a deposit of the balance amount and complete its triple wagering."

ここで私は「得たボーナス金額（フリースピンの賞金額）と同額の入金と3倍のベットが必要」と認識しました

6/27

・仮想通貨から＄20を入金し、3倍の賭けを達成しました。

(入金で受け取った入金ボーナスの賭け条件も達成しました）

・その後運良く＄5,000まで勝利金を増やすことに成功しました。

・「身分証」と「身分証+自撮り写真」のアップロードをしました。

6/28

・アップロードした本人確認書類が承認され、仮想通貨ウォレットに＄4,000出金申請しました

・出金がキャンセルされました

・サポートに問い合わせたところ、以下の回答を受け取りました。

・・「あなたの出金しようとしている残高はボーナス扱いである」

・・「出金額と同額の入金と3倍の賭けが必要（全額$5,000/賭け$15,000）」

・私は「この$5,000全額はリアルマネー扱いなのか？」と訪ねたところ「はい、リアルマネーです」と回答を頂きました。

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サイト内に記載されている出金やボーナス出金の規約については事前に隈なく目を通しましたが、そもそもこのようなルールはどこにも見当たりませんでした。

私にはカジノが高額な出金を渋るために、後出しの不当な条件を提示されているような罠に思えます。

本件の解決（出金の履行）を望みます。

Hello 2caind,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino is asking you to make another deposit?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

yes. That's right.

I sent a contact with me via chat support at the casino to the email address I received.

thank you.

2caind

こんにちわKristina、

はい。その通りです。

頂いたメールアドレス宛に、私とカジノのチャットサポートでの連絡を送りました。

よろしくお願いします。

2caind

Thank you for your reply and email, 2caind. Could you please advise which bonus you have played with? If possible, post here a link to the offer you redeemed.

Hello Kristina.

Here are the bonuses I used.

Could not find the URL)

・ NO DEPOSIT BONUS (by CASINO GURU)

・ 150% + 50 FREE SPINS

こんにちわKristina。

私が利用したボーナスはこちらです。

URLを見つけることができませんでした）

・NO DEPOSIT BONUS（by CASINO GURU）

・150% + 50 FREE SPINS

Dear 2caind,

I would like to apologize for my late reply. We have been discussing your case internally for the past few days. I will get back to you as soon as I have any updates.

Hello Kristina.

Thank you for the discussion on the side of Casino Guru.

We apologize for the inconvenience, but we look forward to hearing from you.

こんにちわKristina。

Casino Guru様側で話し合いをしているということで、ありがとうございます。

お忙しいところ恐縮ですが、ご連絡をお待ちしております。

Thank you very much 2caind for your cooperation and patience. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello 2caind,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Dear casino representative:

Please explain to us the mechanic about how this system works.

From what 2caind wrote, it looks like it is tough to withdraw large amounts, and the term you have used I have never seen before seems unfair.

So please clarify the situation.

Hello dear Casino Guru and dear player 2caind!

We have been monitored the situation for all days and have dealt with the issue from our side. We want to mention that we have contacted the player and asked to make a withdrawal request. The user was paid the amount of his balance in full. 

Probably, we all have faced with a miscommunication, because the dialogue wasn't between native speakers, but through a translator, which led to such negative consequences.

Our team apologizes for this situation, for the time spent, as well as for the negative emotions.

We hope that such a negative experience won't affect the player's attitude towards our resource, and we will be able to make up for the conflict.

Best regards,

Julia,

Casino representative. 

Hello Matej.

And the representative of JET CASINO.

Kristina, thank you for taking care of the problem.

I will tell you from the conclusion.

As the JET CASINO representative insists, the withdrawal of funds has been approved.

Below is how I was able to withdraw.

・ Email received from JET CASINO on 7/28

Personal letter from the Customer Service

We are contacting you regarding your withdrawal. You need to create a new cashout request, no deposit is required

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After confirming this email, I applied for withdrawal.

We were able to transfer the $ 2,500 funds in JET CASINO to our crypto wallet.

After that, I received an apology email from JET CASINO Support.

It seems that the cause of the problem was a misunderstanding on the JET CASINO side.

Before this problem happened, I was trying to withdraw $ 4,000 out of $ 5,000.

However, JETCASINO support explained that "[deposit of the same amount of withdrawal] and [x3 bet] are required to withdraw."

$ 5,000 is not the amount I can deposit.

So I tried to reduce the funds to the amount I could deposit.

And by the time I received the email from JET CASINO on July 28th, my funding had dropped to $ 2,500.

If this problem didn't occur, it would have been possible to withdraw $ 5,000 without having to reduce funds.

That is a shame.

Also, in the first place, if things went according to the rules, no dialogue with support was necessary.

So I don't think it's due to "misunderstandings due to language differences".

こんにちはMatej。

そしてJETCASINO代表者。

Kristina、問題を取り次いでくれてありがとう。

結論からお伝えします。

JETCASINO代表者が主張する通り、資金の引き出しは承認されました。

下記は私が出金することができた経緯です。

・7/28 にJETCASINOから受信したメール

Personal letter from the Customer Service

We are contacting you regarding your withdrawal. You need to create a new cashout request, no deposit is required

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私はこのメールを確認した後、出金申請をしました。

JETCASINOにある$2,500の資金を暗号資産ウォレットに移動することができました。

その後、JETCASINOサポートより謝罪のメールを頂きました。

問題の原因はJETCASINO側の誤解だったそうです。

この問題が起こる前、私は$5,000のうち$4,000を出金しようとしていました。

しかし、JETCASINOサポートから「出金するためには[出金額の同額の入金]と[×3の賭け]が必要である」と説明されました。

$5,000は私が入金できるレベルの金額ではありません。

だから、私が入金できる金額まで資金を減らそうとしました。

そして7/28にJETCASINOからのメールを受信する頃に資金は$2,500まで減りました。

この問題さえ起らなければ、資金を減らす必要もなく$5,000を出金することが可能でした。

その点がとても残念です。

また、そもそも本件は規約通りに事が運べばサポートとの対話は不要でした。

従って私は「言語の相違による誤解」が原因ではないと思います。

Dear 2caind,

Now I am a bit confused.

Are you satisfied with the casino solution? Should we close the complaint, or is there still something more you would like to investigate?

Hello Matej

As of June 28th, when I submitted this claim, the requested withdrawal amount was $4,000.

I would like to see if JETCASINO will compensate for the difference (loss) between this "$4,000" and the balance as of July 28th when the withdrawal was made.

こんにちわMatej

私がこのクレームを提出した6/28時点の出金申請金額は$4,000でした。

この「$4,000」と引き出しを行った7/28時点での残高の差（損失額）を、JETCASINOに補償として対応してもらえるのか確認してほしいです。

Dear Jet Casino representative.

Could you please react on 2caind's last post? I am still not sure how the mechanic of the bonus condition works and why 2caind's winnings were cut.

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’.

Dear representatives of the forum, we apologize for the long response time!

Unfortunately, we cannot compensate for the difference between player balances. But let me explain it.

The meaning of the bonus is that after making the wager, the player still has an amount to withdraw. In our case, the player has $100 left, which he put on the withdrawal, but it was cancelled, and the player received a letter explaining the conditions of this bonus and what is needed to withdraw. The letter reads: make a deposit of the balance amount ($100) and wager it in triplicate. The player himself reported that he understood it as "make a deposit for the amount of the bonus", which he had $11, which he did. But he didn't re-file the application, but continued playing and brought his balance up to $4,000.

Further, you know the situation.

We held several meetings where we decided to avoid conflict and preserve the reputation and thus withdraw the money to the player. At the time when we made the decision, his balance was 2,500 dollars. The funds were withdrawn without deposit and without wagering.

We would like to draw your attention to the fact that we could withdraw only winning from the bonus, namely $100 without deposit or wagering, but withdrew the entire balance. The fact that the player lowered his balance from 4,000 to 2,500 does not depend on us. Client decided to play on his own and brought his balance to this amount. Please note that we withdrew the amount that was on the balance at the time we made our decision. The player himself made bets in the games and brought the balance from $4,000 to $2,500, which we withdrew in full. 

Nevertheless, we withdrew money without any additional conditions, contrary to our rules.

This rule is under consideration and will be changed to prevent similar situations from happening again.

Please consider that the money was withdrawn in excess of the possible ($100 vs. $2,500). We can't withdraw anything additionally, because at the moment of withdrawal the player lost a part of money.

Best wishes!

Dear 2caind.

In light of the casino representative's information, I believe this solution was very generous.

I don't see here anything else for dispute.

Hello Matej

understood.

I am very grateful for the mediation of CASINO GURU. Thank you.

I have no further complaints.

こんにちはMatej

わかりました。

CASINO GURUの仲介に大変感謝しています。ありがとうございます。

私にこれ以上のクレームはありません。

Thank you 2caind. 

I am happy that we have helped you.

Because the casino made and an extra mile in this complaint, we decided to close this complaint as resolved with a status: Generous Casino