The player from Germany has been credited with unwanted bonus and now she struggles to withdraw her winnings. The issue was successfully resolved.
Jambo Casino - Player’s struggling to withdraw her winnings.
Amount: €288
Jambo Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Jambo Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I had deposited 10 euro in the jambo casino and got 100 free spins. I have implemented more than the entire bonus. Then I tried several times to have my real money paid out, but when I paid out via trustly there was a different bank account, which is why I contacted the live chat several times. But the waiting time is always almost 20 minutes, first I was answered, I said that I would like to have my real money credit withdrawn, then you are simply simply logged out for no reason. After that, you don't answer my questions and you have no other way to start chatting. I was fed up yesterday because you could not get into a conversation, because you are simply logged out of the chat after waiting for minutes for an answer. I had just registered again and wanted to try again, but then I found that I had just been given a bonus credit of around 50 euros to my account, which I did not ask for or claimed and should now do so with 1500 Turn over euros ... What's that all about? Feel completely screwed, I want my 288 euros. That is a cheek, I will not let it offer me. They knew that I wanted to cash out, but they don't want to give me my money, instead they just put bonus money on my real money so that I can't cash out again, something called fraud. The casino is a rip off and sneaky
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4 years ago
Dear Christina,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do so, please could you forward me a link of the specific bonus that you have redeemed with your first deposit? I hope we will be able to help you as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
I hadn't got any mail from the casino, where the new bonus was credited, it was simply put on me without notice after I tried to withdraw my real money 288 euros via customer service so live chat. But I would be constantly logged out by them and had no opportunity to talk to them
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4 years ago
Thank you very much Christina for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Translation
Many many thanks.
Kind regards.
Christina Hüppen
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4 years ago
Hi Christina,
I understand your situation and your frustration. I've noticed you started to wager the bonus, because the bonus amount is now €43,50. Normally, you should be able to cancel the bonus, but since the communication with the support keeps failing, I will try to contact the casino and see what can be done.
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4 years ago
Translation
I did not start playing a bonus at all, since the bonus is suddenly on, I did not play anymore because I wanted to pay out 288 euros, I would simply add this bonus the next day, but I did not play away.
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4 years ago
Thank you Christina,
I'm discussing the situation with a casino rep. I will keep you updated.
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4 years ago
Dear Christina,
We are sorry you faced this issue. The reason you could not withdraw was because you received a cashback bonus automatically which needed to be wagered before you could withdraw. We have now removed this bonus, so you can login and make a withdrawal.
Best regards,
Jambo casino
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4 years ago
Translation
Ohh .. many thanks for your great support: D
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4 years ago
Hi Jambo Casino Team,
Thank you for your help and quick reply. Christina, please let me know if you were able to make a withdrawal so I can close the case, thanks.
