Jammy Monkey Casino - Player’s account has been blocked.

Hi

I won £100 with jammy monkey tries to withdraw sent the relevant info they wanted after speaking to someone the my account got banned and they said I cant have no reason why as I deposited and won this money.

I am annoyed no one replying to my emails

Thanks rachel

Dear Rlajoie89,

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 advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi I registered about 2 months ago.

Deposited few times.

Sent all relevant information they asked for.

Then next thing my account banned with no explanation

Thank you, Rlajoie89, for your reply. Could you please advise if your account was successfully verified in the past and which games you’ve been playing (live games, slots, or multiplayer)?

Was verified and playing slots

Thank you very much, Rlajoie89, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thank you what is normally the timescale

Dear Rlajoie89,

I’m sorry to hear about your bad experience. I’ll contact the casino and see if I can help.

I would like to invite Jammy Monkey Casino to join this conversation.

Dear Jammy Monkey Casino team,

Can you please explain the reasoning behind the decision to close Rlajoie89’s account without a refund?

Thanks

What happens if they haven't responded

Many thanks rachel

Dear Rlajoie89,

I apologize for the delay. Please be informed that we’ve been in contact with the casino representative and are expecting their response very shortly, therefore, I’m extending the timer.

(1/2)

Dear Rlajoie89,

Thank you for your patience while I reviewed your account and recent contacts to us. I am sorry to hear you are unhappy with our decision to close your account and void your withdrawal.

On review of your account we can see that you had requested a withdrawal of £100.00 on 30/09/2021, and at the time of your request we then asked you for additional information regarding your mobile phone bill.

We have various flags and triggers for customer activity requiring us to request customer information that only becomes relevant once certain activity has taken place. Although we do not make requests for information which we could have reasonably requested earlier, in some instances issues may be highlighted after the accounts have opened, which require further information. In this case our request for additional information was requested not to verify your identity for registration, but due to the activities and the deposits made to your mFortune account using your mobile phone.

Because of our licence we have a responsibility to our regulators, as well as to other parts of the business community to ensure that our players are genuine, and that they are using legitimate payment methods.

We take our regulatory responsibilities seriously and therefore we have in place a number of internal procedures and controls to help prevent any potential abuse of the gaming system. This includes being alert to the possibility that some players may unfortunately attempt to defraud their mobile phone or credit card providers.

When making deposits using a mobile phone, your mobile network provider credits us with the amount you have requested, which you then pay back to your network provider at a later date.

The possibility of us requesting this information from the player is covered in our terms and conditions which you would have agreed to adhere to when you first opened your account on 18/09/2021

Section 5: Deposits

23. You may make a deposit by debit card and Paysafe Card. In addition, we may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit any payment facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse of this facility, or if payment is withheld by your operator or we reasonably suspect your non-payment or misuse of this facility, we may ask you to provide evidence of payment to your network operator and, if you have not been able to provide this for a period of 12 months or more, we reserve the right to close your Account. You will lose any amounts deposited and will not be entitled to withdraw any amounts in your Account if your Account is closed in these circumstances.

Section 9: Withdrawals

95. We reserve the right to void bets and refuse or withhold a withdrawal and offset any positive balance in your Cashable Credit Account where we have any reasonable grounds for closing your Account (see Section 10 below), including where there is evidence of "suspicious activity" (see Section 13 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.

96. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

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Section 11: Security

115. We reserve the right to ask you to provide us with additional documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We may also request further proof of identification relating to the details you have used to register your Account. Any such additional identification will be kept confidential. We further reserve the right to disclose your details, under certain circumstances such as those required by law. Further details on our identity verification procedure can be found in Section 4.

In this instance I can see that we had asked you to provide us with confirmation showing the phone bill for number ending 547 has been paid up to date. This is to show that the deposits you have made with us recently had been settled with your mobile phone network provider. This was requested from you as you deposited to us and requested a withdrawal without any gameplay. Regrettably we cannot predict what deposit methods our players may choose to use, which is why this information cannot be requested in advance.

On review of the information which was received from you and applied to your account we identified some inconsistences with the document you provided which raised concerns regarding the legitimacy of the documents, and as such the decision has been made to close your accounts and void your withdrawals. The possibility of this happening is detailed in the following terms and conditions:

Section 10: Closing and Suspending Accounts

Our Rights to Close and Suspend Your Account

98. We reserve the right to close or suspend an Account in any of the following circumstances:

12. Where we have requested additional information relating to identification or proof of payment of a phone bill or source of funds/wealth and the Player has failed to provide such information your account will be suspended.

14. Where we are legally obliged to do so; and/or

15. Where we reasonably suspect "suspicious activity" (see Section 13 below).

16. In Touch Games reserves the absolute right and without limitation to close your account on reasonable notice to you.

Section 13: Suspicious Activity

126. For the purpose of this Section 13, "suspicious activity" shall refer to where we have reasonable grounds to believe that you have placed a bet or a number of bets in suspicious circumstances or in contravention of these Terms and Conditions. Suspicious circumstances include but are not limited to:

c. where we have reason to believe that you are misusing the mobile billing facility, including without limitation where you deposit funds via phone bill and subsequently do not pay your phone bill;

127. In the case of any suspicious activity, we may, at our sole discretion, depending on the situation:

a. request reasonable further information from you to investigate whether the bet(s) constitute(s) suspicious betting;

b. suspend your Account and withhold payment of any withdrawals until we have receipt of satisfactory evidence (in our reasonable opinion) from you for us to determine that the deposits are in your name, that play is not fraudulent or any other purpose connected to our concerns of "suspicious activity". For example, but without limitation, where we suspect that you have deposited funds via a mobile phone account which is not in your name or you are in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;

d. void or refuse all or any part of any bet, suspend your Account or withhold payment of any amounts (or any parts thereof), for a period of time that may reasonably be required (for example, pending any investigations by our Internal Security Team, a gambling regulator, a law enforcement authority or any other third party with jurisdiction).

While we understand that this may not be the response you had anticipated, we do hope that our explanation on arriving at this decision is clear. On this occasion regrettably there would not be an alternate resolution we can offer.

Many thanks,

Jammy Monkey Casino

Thank you, Jammy Monkey Casino, for clarifying. I’d like to kindly ask you to explain more in detail the inconsistencies that were found in the provided phone bill. You can forward any relevant evidence to andrej.p@casino.guru.

Yes what inconsistencies?

Dear Rlajoie89,

Please be informed that the issue is being discussed with the casino in a private conversation. Unfortunately, I’m not allowed to disclose any details.

As additional time is needed to investigate the issue, I’m extending the timer by 7 days.

Dear Rlajoie89,

I apologize, but we have still not reached a final decision in this case as we need to discuss the issue internally. I’ll update this thread no later than on Friday this week.

Dear Rlajoie89,

Unfortunately, after gathering all the necessary information, we have to agree that there is a valid reason justifying the decision of the casino in your case. Despite this, we recommend submitting an official complaint to the casino’s appointed ADR, which is the Independent Betting Adjudication Service (IBAS).

Please let me know if you decide to do so and/or our assistance is needed. I’ll gladly guide you through the process.

Dear Rlajoie89,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

I will be making a post that no one signs up to these companies as I am disgusted with how I have been treated

Dear Rlajoie89,

Thank you for the reply. That, of course, is your right, however, I’d like to point out that we don’t see any mistreatment on the casino’s side in this case, given the found inconsistencies with the provided document. Unfortunately, I’m not allowed to share more details.

Could you please let me know if you either have contacted or decided to contact IBAS, as advised above?

Dear Rlajoie89,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Rlajoie89 stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.