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Jetbull – Withdrawal after bonus dispute

Ruling

Resolved - Some confusion about the maximum the player was allowed to win from a bonus has been resolved and this player has now received their full payment.

Read our Jetbull Casino Review.

Player's Complaint

I took up the offer of 100% bonus of up to £150, so deposited £150 and had £300 of bonus money available to play with. The wagering is 40x the bonus amount, so £12,000. I managed to complete the wagering and still had a good amount when the bonus turned into real cash (about £1000 but I can't remember really). I requested a withdrawal of £500 and then they asked for my account to be verified so I emailed them the required documents. I then continued to play with the remaining balance and made another withdrawal request. I then saw that you are allowed one withdrawl per month and then any extra ones would be subject to a 1% fee. So, for the next few days, while my account was waiting to be verified, I did a lot of cancelling withdrawals, and re-requesting with different amounts. I did this a number of times until my account was confirmed verified. At this point I has a good amount and requested a withdrawal of £2500. I've left that one pending now from the 20th July.

Susbsequently, I carried on playing with the remaining balance and did a few more withdrawal requests and then cancelling them again and using up the funds in the casino and on their sports pages which just left the £2500 withdrawal pending. I contacted Jetbull using live chat on Wednesday 24th July to ask when I could expect the cash as I really needed it. Then I found out that you are only allowed to win 10x the bonus amount awarded (although it states £10,000 limit on your web site from 2017 terms), so it would be 10x£150 = £1500. I was a bit gutted but £1500 is still a good win I suppose. Then the chat on live chat ([EDIT] was his name), started saying I wasn't even due the £1500, but only £762.14. I really don't know what he was meaning. I'll attach a transcript of the conversation at the end here. He then said I would get an e-mail back on Wednesday explaining everything. I didn't get the e-mail. Live chat is not responding today. I didn't try yesterday because it was my mum's funeral. Am I missing something with what he was trying to say? Surely I am due the £1500? Any help would be great. Here's a copy of the chat I had with them on Wednesday the 24th:

Hello, how can I assist you today?

09:31 AM Hi. Can you tell me when my withdrawal will be processed please? It's still showing as pending from Friday the 20th. I understand it takes 4 to 5 working days but I just wondered if you can give me any more info. I wanted to buy a suit today for my mum's funeral tomorrow. If you can give me any information then I can sort it out by other means. I just thought I'd check with you first. Thanks.

09:31 AM I will check it right now, [EDIT]

09:31 AM Thanks

09:32 AM It seems like you had the welcome bonus

09:39 AM of 150 from our side

09:39 AM right?

09:39 AM yes

09:39 AM Maximum winnings from wagers made with this particular bonus are limited to 10 times the value of the bonus granted. For example, if you receive a bonus in amount of £150, the winnings will be limited to 10 x £150 = £1,500.

09:40 AM Ok.. So all I can expect is £1500?

09:41 AM Yes

09:41 AM Ok. I didn't see that in the terms. Can that be processed quickly please?

09:42 AM Sorry for my mistake you can only withdraw 762.4 as this is the total amount you've made with the bonus

09:44 AM I dont understand that. Surely all the amount is tied in until the bonus turns to real cash and then I was just playing around with that total which has to be from the bonus? Sorry, i'm just confused.

09:45 AM With the bonus you've managed to make after the wagering the total of 762.4

09:46 AM How can £2500 not be derived from the bonus?

09:46 AM Let me check one more time with one of my manangers

09:47 AM I only made one deposit and got 100% bonus. Surely all the total remaining is from the bonus funds which turned to 'real' cash after wagering.

09:48 AM Thank you for your patience. I've forwarded your issue to our managers team and they're currently checking

09:56 AM please wait a few minutes

09:56 AM We have a little issue, please wait patiently for our email. The issue will be solved during today.

10:01 AM You will be notified about this with an email from us today

10:02 AM ok

Read the casino review

8 Responses

ThePOGG
Jul 27, 2018

Hi panny69 - welcome to ThePOGG.com!

Before we go any further, did you sign-up via links on this site?

Thanks,

ThePOGG

panny69
Jul 27, 2018

I don't remember exactly. I read reviews on here and on askgamblers and I could see the casino had a good all round score, so I decided to give them a go. I just think I went on their site and chose the welcome bonus that I wanted. I'm pretty sure it wasn't through a dedicated link.

panny69
Jul 27, 2018

Just to update you I've just received this e-mail:

Hi [EDIT],

Thank you for your message.

Please kindly note that your withdrawal will be addressed in the shortest time possible. We are currently encountering a highly increased number of requests and we are doing our best to answer to all inquiries as soon as possible.

If you exceeded the maximum winnings amount, we will send you further information upon this.

In the meantime, if there is anything else we can help you with, feel free to reply to this e-mail.

Have a nice day!

For reference, your Ticket ID is [EDIT].

All the best,
Your friends at Customer Support

panny69
Jul 28, 2018

A further update from them this morning. Fingers crossed:

Hi [EDIT],

For reference, your Ticket ID is [EDIT].

As one of our Agents informed you via chat, the maximum you can withdraw from the bonus you had is 1500 GBP so we have confiscated the difference.

You can now proceed into making an withdrawal of 1500 and as soon as you let us know you made it, we will approve it.

Thanks for your patience and understanding.

All the best,
Your friends at Customer Support.

panny69
Jul 28, 2018

All looks good. I'll confirm that the money goes in at some point:

Hi Andrew Slatter,

For reference, your Ticket ID is 418548.

Your transaction was approved and completed on 28/07/2018 07:40:13, it will take 3-5 working days until the money will be in your account.

Thanks for your patience and understanding.

All the best,
Your friends at Customer Support.

ThePOGG
Jul 30, 2018

Hi panny69,

Thanks for your response. The reason I asked is that had you signed up via our links the max allowed win would have been £10k. This is part of the exclusive offer we have with Jetbull casino for our players and not available for their regular offer.

It seems that Jetbull have reached the correct maximum win total for your play (£1500) so I'd suggest that at this point you do not require our intervention. However I will hold this complaint open until such time as you receive your funds so would appreciate it if you could let us know.

Thanks,

ThePOGG

panny69
Jul 30, 2018

Hi. I got the £1500 today. I'm still not sure how I got to their site in the first instance. I seem to remember I had to click a certain banner on their site for UK players but I might be mistaken. Anyway, it seems like it is resolved now. It just seemed like it was going a bit wrong earlier but it's eventually been paid. Thanks.

ThePOGG
Aug 02, 2018

Hi panny69,

Thanks for letting us know! It is appreciated!!

ThePOGG

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