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Jetbull – Withdraw Delay and Misleading

Ruling

Resolved - Both the player and Jetbull Casino have now confirmed that this issue has been resolved and the player confirms receipt of their funds.

Read our Jetbull Casino Review.

Player's Complaint

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 and Jetbull Casino is licensed under both the UK Gaming Commission which has the policy closed loop policy, and the Malta Gaming Authority which does not have this policy. 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 or why else would they have two license. So now JetBull Casinos could potentially switch between the two licenses and delay or even deny a customers of their winnings.

I deposited funds into my JetBull account through my Visa debit, and they do not accept a reversal or a deposit back onto the debit card from casinos. I know this and this the reason I look for casinos that offer “bank transfers” as an option.

On their website as well as a majority of the casino review websites states that the bank transfer process is available to Canadian players. The choice of withdrawing funds is not disclosed until you go to withdraw and then it is too late since you already deposited and playing.

Now they are saying the only option available to me is to use a certain e-wallet which I don’t have an account as I have closed it for reasons.

I have sent email to their head office, EveryMatrix NV Casinos and their money management company Gammatrix Business Unit a recommendation that came through one of my many chat conversation. I received an email saying that they have created a “ticket “and nothing since 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 this Jetbull casino in regards to withdrawing funds and their poor communications department...

“I understand your frustration” but.....

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

Now I’m rambling...

Read the casino review

4 Responses

ThePOGG
May 10, 2019

Hi snootli - welcome to ThePOGG.com!

Firstly, I need to clear up some confusion. The UKGC license is only applicable to UK citizens. The license that you would correctly be subject to in this situation is the MGA license.

That said, fraud prevention is a legal requirement that extends beyond the particulars of any license. The "closed loop" policy that you refer to may only be specifically referenced within the UK license, but that does not mean there are no situations where an operator would have to implement this policy outside of the UK if certain flags are raised about the activity on the account to ensure that they meet their legal requirements to prevent fraud and gambling a source of funding for criminal activity.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

snootli
May 11, 2019

Much Appreciated..

They commented that they were not able to do a bank transfer due to the closed Loop polic

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
[EDIT]

snootli
May 14, 2019

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

Thank you for your support
Snootli

ThePOGG
May 17, 2019

Hi snootli,

Thanks for letting us know! We're having issues with this group dropping their lines of communication which is slowing the complaint management process significantly.

ThePOGG

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Agreement

snootli 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
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • EveryMatrix Software Ltd

May 10, 2019