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Jetbull - Refund request

Ruling

Resolved - Both the submitting complainant and Jetbull Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Jetbull Casino Review.

Player's Complaint

Hello,

I am writing to you because I have a problem with the site Jetbull.com and I demand a refund in the amount of 1850€.

The reason for the refund is that the casino claims not to have received any emails from me. I wrote an email right after I created my account asking for limit setting as I have a problem with gambling and want to set my own limits.

However, I have not received any response here. Then I gambled away 1850€ within a few hours, so I contacted the casino again.

I asked for account closure and requested a refund as I wanted to set limits, which was ignored by the casino and as every casino has to offer early gambling addiction detection according to § 6i of the State Gambling Treaty, which was not the case here either.

The casino did not respond for almost 2 weeks until I turned to the live chat and asked why my account is still open, why I still get emails and bonus offers. Live chat told me that they supposedly did not receive my emails. So I sent a mail from another email account which arrived directly. So I assume that the casino overlooked my mail and when I asked in the live chat, you then noticed that you should have blocked my account long ago.

I have already contacted you once, as I am addicted to gambling, but am looking for a way to fight it myself. But if then the casinos do not respond to my requests and do not set limits or block my account, they are acting grossly negligent here.

So I demand 1850€ back from Jetbull.com, because they were grossly negligent with my gambling addiction and I contacted the casino early to limit my gambling behavior and the casino ignored my request.

Regards

Read the casino review

5 Responses

User icon
thepogg
March 1, 2022

Hi Pascal107 - welcome back.

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the AMGO iGaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

It is very unusual for us to receive complaints about an operator claiming not to have received an email. In total, I'd estimate I could count the total number we've received over the history of this service on two hands. You have now submitted two complaints of this nature in the space of two months.

For the above reason we are going to need to verify the legitimacy of this claim before going further. I need you to create a video following the below instructions:

- Using your phone record a video of you accessing web.de on another, non-mobile, device.

- You MUST go to the web.de website - not the web.de app.

- Log into your email account via the web.de website.

- Go to your sent folder.

- Locate the email you sent to Jetbull.

- Open this email, showing the full email including the sent information.

As with last time, send this video through to [email protected].

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
Pascal107
March 2, 2022

Hello,

thanks for your help. I sended you the video and a further explanation. The email was send via Mail drop because the size of the video was to big. Pleas tell me if you full received the mail.

I full understand that it sounds strange two times a casino did not receive my mail.

But i want to say in the first case (energycasino) they came to me and offered a refund. So in this case i think they have received the mail.

In this case here the casino said they received no mail from me, but i sended 4 or 5 mails. From my other email account they said then they received the mail correctly - it was also a web account. So i don't know the reason (maybe they overlooked the mail?).

But i hope you can help me here.

I'm also using gambling blocking tools. So i did not gambled in the last 3 month :)

Regards

Pascal107

User icon
thepogg
March 7, 2022

Hi Pascal107,

Our understanding is that the operator will be refunding €1750 to your account, where you can withdraw it but will not be able to access any gaming activity. You received a €100 withdrawal on the day of your self-exclusion email, explaining the difference in the balance.

Please confirm when you have received your funds.

And congratulations on 3 months without gambling. I'm really glad to hear that and you should be very proud of yourself. It is a big positive step forward in life.

Thanks,

ThePOGG

User icon
Pascal107
March 10, 2022

Hello, i received the Money.

Thank you so much for your help.

Regards

[EDIT]

User icon
thepogg
March 10, 2022

Hi Pascal107,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

Pascal107 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • JetBull
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • AMGO iGaming

March 1, 2022

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