JetTon Casino - Запрос игрока на вывод средств задерживается.

On 17 July 2026 I deposited 15,000 USDT (BEP-20) of my own funds at JetTon

Casino (tx hash

0xde9ba414b565e47007907641a7bec44b0cfca32fe2e58eca4e6713f33682e7f3). A 5%

first-deposit bonus of 750 USDT was credited together with the deposit

directly to my main balance (my bonus account shows $0.00). I played and my

balance reached USD 22,764.52.

On 18 July 2026 I requested a withdrawal of 5,000 USDT. It was rejected the

same day without any reason. On 19 July, at the casino's request, I completed

KYC through their provider KYCAID and confirmed it by email; the KYCAID result

shows Profile, Document and Face — all Approved. The casino promised results

"within 72 hours" in writing. That deadline expired on 22 July.

Since then I have received only two identical template responses (22 and

26 July) saying the check "is still ongoing" — no reason, no rule reference,

no timeline. The casino's own Terms say KYC review takes up to 72 hours from

a withdrawal request and withdrawals are processed within 24 hours on average.

As of 3 August 2026 — 17 days after my deposit and 15 days after completed

KYC — nothing has been paid and no violation of any rule has been identified

to me. At no point has the casino claimed any bonus-rule violation or unmet

wagering requirement — the withdrawal was rejected with no reason at all,

followed by an open-ended "security check". I have a single account and

deposited from my personal MEXC exchange account. On 3 August I filed formal

complaints with the operator ([email protected] and [email protected])

and notified the Anjouan licensing authority. I can provide all evidence: the

deposit transaction, KYCAID confirmation, the full email thread, and screen

recordings of my account.

Desired outcome: payment of my full balance of USD 22,764.52.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which games did you play while your bonus was active?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Which documents have you sent to the casino so far for your account verification? Have any of your documents been reviewed and approved by the relevant department?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Sete_Georg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru