Jetbull - Withdrawal after bonus dispute
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.
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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
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