Jambo Casino - Player is experiencing difficulties receiving his winnings.

Das Onlinecasino weigert sich mir das geld auszuzahlen.

Dear Dominik,

Thank you for submitting your complaint. I’m sorry to hear about your problem. In order for me to understand this case fully, could you please answer few questions? Have you withdrawn money successfully from this casino in the past? Which payment method did you select? Did you try to communicate this issue with the casino? If yes, could you forward any relevant communication to petronela.k@casino.guru?

Thank you in advance for your reply.

Best regards,

Petronela

Ich habe das erst mal auf dieser Seite gespielt, ich wollte die Zahlung online auf mein Bankkonto überwiesen haben. das casino hat einen völlig banalen Grund angegeben um mir mein Geld nicht überweisen zu müssen. die meinten ich hätte mit einem zu hohen Einsatz gespielt.

Dear Dominik,

Thank you very much for your reply. I have checked the T&Cs on the website and this is what I found in "Bonus Policy" section: "If a bet, regardless of the game, violates our system and the rules, it will be considered invalid. We reserve the right to deduct amounts from winnings if the player has placed single bets higher than € 4 or € 0.50 per line, or 15 percent of the bonus amount before the wagering requirements have been met. If a player deposits via Skrill or Neteller and made single bets of € 2.50 or higher with the bonus amount before the wagering requirements for the bonus were met, we reserve the right to withdraw amounts in excess of the player's original deposit, exclude from payment." 

I didn’t find any similar rule for a regular play. Please could you confirm for me that your winnings didn’t originate from a bonus play? I will then contact the casino and ask them for a standpoint. Thank you in advance for your reply.

Ich habe in meinen Bonus spielen gewonnen und habe danach noch Stunden weitergespielt und war schon lange aus den Bonusspielen draußen. Somit ist die Aussage des Casinos völlig irrelevant und nur ein Versuch nicht auszahlen zu müssen. 

Dear Dominik,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Jambo Casino, thank you in advance for your reply. 

Dear Dominik,

After cheking your account we revealed that you still were using bonus money when placing a 14€ bet. Hence, the wagering was not finished yet. Placing a bet higher than 5.5€ violates our Terms and therefore your winning is not valid for withdrawal.

Best regards,
Jambo casino

Ich habe aber das Geld dass ich in den Bonus spielen gewonnen habe doppelt und dreifach umgesetzt, daher ist es eine Frechheit nicht auszuzahlen. ich habe nach den Bonus spielen noch gut 4 std. weiter gespielt ! Aber so kann man natürlich die Kunden auch bescheißen. 
ihr hättet auch einfach alle gewinne die in den Bonus spielen gewonnen wurden abziehen können und den Rest auszahlen ! 

Jambo Casino, please could you send supporting evidence to my email address petronela.k@casino.guru? Thank you very much in advance.

Ich kann keine Belege schicken da die spielverläufe vom Casino gelöscht wurden.

The supporting evidence will be provided to Casino.Guru at the shortest.

Dear Dominik,

I have received supporting evidence from the casino. Unfortunately, I have to say, that you were still using the bonus when a higher/prohibited single bet was placed. I’m afraid there is not much I can do for you in this matter. Please understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. I am sorry I couldn’t help you more in this case. Thank you for your understanding. Please, let me know if there is anything else, I could do for you.

Dear Dominik,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Das Casino hat nicht nur die Bonus Gewinne eingezogen, sie haben alles eingezogen.

Dear Dominik,

Please could you clarify how much has been your balance at the moment when you received the bonus? Thank you.

Das weiß ich nicht mehr.

Dear Dominik,

I have received your game history from the casino. Unfortunately, I have to say, that there has not been any positive balance confiscated together with your bonus winnings. Casino has returned your deposit back to you and it was played afterwards. I am sorry I couldn’t help you more with this case. Please, do not hesitate to contact me, if there is anything else, I could help you with. Otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Dear Dominik,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information from both sides, we’re rejecting this case as unjustified. Another reason for closing this complaint is, that the player stopped responding to our messages. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.