JetBull— player complaints: 13 in English

I am writing to seek the intervention of ThePOGG, as an esteemed Alternative Dispute Resolution (ADR) service, regarding an issue I have encountered with the operator AMGO iGaming Malta Ltd. I have been an account holder with AMGO iGaming Malta Ltd for a significant duration. I was informed that this operator ceased its operations in December 2022. In the period leading up to their closure, I undertook several attempts to verify my account and retrieve my balance. Regrettably, despite my continuous efforts, no representative was on hand to assist me. The live chat feature of the company perennially indicated an availability "next Thursday", but it remained unattended at all times. My foremost concern is regarding the status of my funds in AMGO iGaming Malta Ltd. Although I am unable to pinpoint the exact sum to the cent, I am confident it exceeded 1000 EUR. It is highly unsettling to fathom that a regulated operator could exhibit such gross negligence towards its clientele. In light of the above, I earnestly request ThePOGG's assistance to: Facilitate the immediate return of my funds, with a preference for the funds to be reimbursed via the original method of deposit, Trustly (Bank transfer). Conduct a comprehensive probe into the conduct and practices of AMGO iGaming Malta Ltd to ascertain if other customers have been adversely impacted in a similar manner. Advocate for any disciplinary actions seen fit against AMGO iGaming Malta Ltd owing to their negligence and palpable lack of customer support. The online gaming domain is built on a foundation of trust. Such incidents tarnish the industry's image and erode the confidence of players in online gaming operators. I am hopeful that ThePOGG, with its impeccable reputation, will champion my cause and ensure corrective measures are implemented against erring entities like AMGO iGaming Malta Ltd. I appreciate your prompt attention to this matter and am optimistic for a just and timely resolution. Thank you in advance!

jetbull was Ending the betting business in austria. I should withdraw . But it Never so does. The money Never reached in my bank

On September 29, 2022, I requested a payout of 1400 euros from Jetbull.com. Since I knew that a payout would only be processed once support was online, I had my account blocked for 24 hours. Also to protect myself from myself. So that I don't cancel the payment. After 5 hours of waiting, support came online. Since I have the highest VIP level there, I can have my payout processed faster. A payout usually takes less than 1 hour. Strangely, the support had delayed the payout for a very long time. Reasons were, among other things, that the finance department was supposedly not there. However, friends of mine still received their payouts. Not me. More hours passed. In the end it was said that one did not know when the finance department would work. If necessary, I would have to wait until the evening for the manager [EDIT]. That wasn't normal. just for me as a VIP. Despite this, I asked if they could remove the 24-hour ban. without hesitation this was done within 1 second. Without asking or securing. I came back into my account and canceled the payout of 1400 euros and gambled away most of it. However, it should never have happened. Even the MGA stipulates that it should not be technically possible to remove a 24-hour lock. As I said, I used this for self-protection.

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

The casino confiscated my money that I won using the welcomebonus. I wagered the required amount and withdrew the money and when I went to check the balance, it said 100€. They accuse me of exploiting their bonus policies or something. I have done everything right and they just took the winnings and left me with the original deposit.

Looks like everytime I Withdrawl on a first deposit I get this treatment. I’ve been waiting 2 weeks now for that money. The bad news are always told without a name , no signature . So it’s one of those casinos who will use every trick in their book for us to spend back the money. ID validation was ok then I had to send a picture of my card ( Visa Interact ) and my internet banking info. So I sent a picture of the deposit and a picture of my account number with proof of adressé. Now everything gets accepted then I get 5 rollback. First two they where claiming that it was approved on their side the third one they told me to call my bank ( bank says they did not see a jetbull deposit that was rejected so I just made sure I could receive then another one and today I get a anonymous message of some one telling me that for my country it’s ecopays only and I have to make a deposit. What’s going on ? Can they do that ? BTW my first rollback was for 300$! So in a way I played their game a little by saying I don’t care you want to loose more money then bring it ...;) But now I need that money . Thanks for your help

Hello, I sent a request for withdrawal of funds on September 4. I checked terms of use of JetBull attentively. I understand that casino can carry out an additional check of my account. I sent all necessary documents. I did not find information about time of check in terms therefore I have some questions. I sent my questions to the casino, but I get the same answers, "The documents are still being checked." 1. Can I know the reason of additional check? 2. How long will you check my account? What is check stage now? 3. What are additional documents I should to provide to accelerate check? I am ready to cooperate to accelerate process. I am well competent with my rights as consumer of services. I consider that the operator with good reputation have to carry out check in short time. My check lasts more than 1 month. I ask to deal with my problem as soon as possible. Respectfully, [EDIT].

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...

Hi The POGG I would be most grateful for your advice regarding an ongoing dispute I have had with EveryMatrix. As the evidence below shows I was able to open several accounts with EveryMatrix casinos. These accounts were all self-excluded by myself. EveryMatrix do not dispute errors in my details as they were all correct. They claim that accounts were not blocked due to account details only being checked when a withdrawal was attempted- which I never did as than I did not realise I was developing a serious gambling problem. These accounts were opened when I first started to Gambling - at this stage I did not know or understand anything about gambling licences etc and simply choose everyMatrix casinos because I liked the layout - as it was familiar and many other operators who I self-excluded from at that stage blocked accounts being opened apart from EveryMatrix- I do understand a little more about the world of online gambling and think that EveryMatrix should have blocked these accounts. In fact there were accounts still opened after I requested a self-exclusion. I self-excluded with Next casino on the 30:03:2015 and was still able to gamble at Casino Cruise until I self-excluded on the 25:04:15 - I have found EveryMatrix unbearable to deal with and the situation has really left me feeling powerless and taken advantage of - I just cant shake of the fact EveryMatrix is treating me like this because they think they can. Maybe I am wrong and everymatrix are right - But I have noticed several online complaints similar to myself in which EveryMatrix has refunded the person. I did not really want to take the action of writing a public review - but feel EveryMatrix is only refunding people who take this step. I would also like to add - that obtaining the information from EveryMatrix has taken years - they have deliberately provided incorrect information - until I went through all my emails and sent them the evidence I had more accounts with them than they were admitting too. Please let me know if you require anymore evidence - I have a lot of emails which were sent before this email which did not include all accounts held and records of the live chat - requesting self-exclusion several times - but feel this email provides the most evidence. Just last week EveryMatrix sent me an email stating they were tranferring an account I held with a casino under the white licence (due to close) to Jetbull. I informed them of the error and I didnt even get a sorry- this email left unable to think of anything only gambling and resulted in a relaps. I dont think this is right considering the ongoing discussions I have had with EveryMatrix - they are very much aware that about my battle with gambling addiction- I find it hard to believe this email was sent in error. The situation has really left me feeling drained. I would really appreciate your opinion on this matter.

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

Hello, I have an account with nikkibet who was closed a few days ago and I received an email from everymatix that all my money will be transfered to jetbull. Now this has been 4 days ago and I still do not have my money, 3529€ and on top of that I was talking to jetbull support who told me that all bets placed with nikkibet will be voided. I placed a bet with nikkibet on monday around 10oclock for 400 or 500€ on euroleague basketball, Then when I tried to loggin again at 12oclock the site was already closed and I received this email from them : You are receiving this email as you are currently a customer of www.nikkibet.com or www.nikkibet.net, which represents one of the EveryMatrix's licensed White Label partners. EveryMatrix is the license holder and platform provider for www.nikkibet.com or www.nikkibet.net. Unfortunately, www.nikkibet.com or www.nikkibet.net is in the process of closing and will stop trading and thus your customer relationship with this brand will cease shortly. The closing procedure will commence on the 5th of March. You will not be able to login and continue your activity on the www.nikkibet.com or www.nikkibet.net website with real funds and your account will not be accessible. You will not be able to benefit from any new bonuses. During the closure process of www.nikkibet.com or www.nikkibet.net your account will be migrated to another webstransfer any active bonus campaigns which you potentially had with www.nikkibet.com or www.nikkibet.net; therefore, we kindly ask you to forfeit any active bonus campaigns you may have. Furthermore, you will need to read and accept the Terms and Conditions for your newly created account at Jetbull.com to be able to use the website. We look forward to welcoming you again shortly. Yours sincerely, EveryMatrix There is no mention that my bets will be voided, I was also told that I will receive my money in max 48 hours and it has already been 4 days.I demanded that the winnings be payed to me but did not receive any answers so far

Hi Jetbull.com confirmed me that they have processed all my withdrawals request by me on the 07/07/2016 and stated I will receive my money within 3-5 working days. Unfortunately today's is the 15/07/2016 I still did not received my money. Today I have chatted via their live chat and still they are giving me excuse like their payment providers got issues therefore they can not tell me when I will receive my money. My account is overdrawn and I am getting charged. I relied on my winnings and spent money and gambled from my credit card and used all my overdrafts knowing I will get my winnings within 3-5 working days. When I chat via jetbull.com live chat they can not say when I will receive my money ... From the last three days all they says I should receive it later on today... Same tomorrow .. And follows.... Iam really stressed out and I hope you can speak to them to pay my money as an urgency or they will be liable for my bank charges and soon I will be approaching a solicitor with the view of court proceedings against jetbull.com, they will be liable for all legal cost and compensate me for stress and time. Thank you for you help. Thank you very much

I signed up to jet bull on 20th October 2015 (username [EDIT]), I deposited 100EUR for the 150EUR bonus, but the bonus was not credited, so i thought it would be added if I lost. I played and lost my initial 100EUR and nothing was coming. Jetbull say they will not give the bonus to me. I am very disappointed and hope you can help with this. This is a really bad experience so far.. I dont see why they cant give me the bonus