Jammy Monkey Casino - Pelaajan kotiuttaminen viivästyy.

Deposit over phone bill 20£ can play game so try withdraw , so not even withdraw possible, try contacting them over 30 days there told there can see my deposit amount, sure I have proof from mobile bill that I deposit, send them all prof and there told same !!! What a joke company 20 £ need fight back over 1 months

Dear kaujaslauks999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify whether you are trying to withdraw the deposit or the funds accumulated by playing with this deposit? Have you made any successful withdrawals before? Have you passed the KYC verification?

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

Best regards,

Kristina

Jammymonkey casino I speaking with customer support and there told I’m not have made deposit clearly see on phone bill that I have , there close my account but I have photo screen shot!!!! Yes I sent documents all was approved, I just deposited can’t play can’t withdraw!!! Can’t doing anything now !!! If u need photo on live chat , and email photo what specialist answer me I will sent u

Dear Ivars, 

Thank you for your email. 

The Jammy Monkey account on the mobile number you have advised does not have a pending withdrawals or any deposits. The account has been closed by our security team so you will be unable to access it to play or deposit. If you wish for me to check another account I am happy to do so but as it stands I would not be able to advise on the £20 you have mentioned. 

If you require urgent information and support regarding Safer Gambling, please visit our Safer Gambling page via "My Account" and "Safer Gambling".

Kind Regards,

Hayleigh L

Complaints Resolution Specialist

Thank you very much, kaujaslauks999, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, kaujaslauks999,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, while we will wait for the casino's response, please, answers the following questions:

Are you sure you submitted the complaint with the correct casino account and that the same phone number (stated in the screenshot above) was used in this account? Have you been self-excluded from the casino in the past?

Unfortunately, in the provided screenshot, there is no information about the owner, and although the statement seems to be generated on June 2023, there is no information about the exact date of the payment - only the day and month. Therefore, can you please contact your payment method provider, ask them about this particular payment made to the casino stating the exact date and year, whether it was really successfully processed and debited from your account, and provide us with the communication that includes the outcome of their investigation?

Now I would like to also invite Jammy Monkey Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Jammy Monkey Casino team,

Could you please look at the player's issue and provide us with an explanation and details?

It is possible to share the data directly here, with your reply, or, if it suits you better, by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

Having reviewed the account, we can see that there is £20 in the players cashable credit, which was deposited via their phone bill. As the account is banned, the player will not be able to log in and request this as a withdrawal themselves. We will therefore manually need to process this payment. Can you please kindly ask the player to confirm the bank details they want the funds to go back to?

Thank you

I see I don’t need anything more send there already approved mistake , for 20£ I to get back u need fight like animal what a worsted site should read reviews before even deposit there

Dear kaujaslauks999,

Now, the situation is clear.

As was told, you are not able to request a withdrawal nor access your casino account, and for processing a manual withdrawal by the casino, they need your bank details.

Can you please provide the casino representative with your bank details so they can issue a withdrawal manually?

Do not hesitate to share them directly here. Sensitive information will be marked as "private", so it will be hidden from the public and visible only to the involved parties.

Thank you for understanding. Looking forward to hearing from you.

Thank you, kaujaslauks999.

Dear Jammy Monkey Casino team,

Can you please check the details provided by the player and let us know if it is enough for making a manual withdrawal? If yes, what is the estimated time frame for processing the payment?

Dear Branislav,

The details the player has provided have been processed over to the relevant department to review and action the request of manually processing the payment. We do not have a timescale for this unfortunately at this current time but I can assure you this will be handled as soon as possible.

Thank you

Alright, Jammy Monkey team. I understand, and thank you for the update.

In case something would go wrong, please, let us know.

Dear kaujaslauks999,

Can you please inform us about the update on your side? Is there any progress?

Since enough time has passed since the casino provided us with the update, and no other information has been provided until now, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful refund or an update.

Looking forward to hearing from you.

Still not received money back!!! I will write to informed when I got back money

Alright, kaujaslauks999. Thank you for informing us.

As we know, a standard withdrawal process in a regular online casino takes several business days to be completely processed and credited to a player's payment method, and it could be the same in this case.

We usually recommend players wait at least 14 days after requesting a withdrawal before submitting a complaint. Therefore, let's do it like this - please, let's provide the casino with a few more days to process the refund. Now I will extend the timer once again and will wait for your update. If nothing changes, I will ask the casino to review the situation and provide us with information on the status of the refund.

So, please, let's stay patient and positive, at least we moved forward and found out the casino had found your funds and is working on returning it back to you.

Dear Branislav,

Thank you for your patience on the matter.

I can now confirm that a manual bank transfer has been created for the funds, and will leave the bank on the 23rd August 2023.

Thank you

Thank you very much for the update, Jammy Monkey Casino team.

Dear kaujaslauks999,

The casino representative informed us about manual payment processing on August 10. If we count 14 business days, those have not passed yet.

However, at this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Branislav thanks !! I received money !!!!

What great news!

Thank you, kaujaslauks999, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Jammy Monkey Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru