Jammy Monkey Casino - Player’s withdrawal has been delayed.

I have been waiting for my withdrawal since April 4th the on line chat just keeps saying it’s in review I uploaded all my documents 3 weeks ago and it was accepted

Dear petrina100,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

No I had made other withdrawals with no issues-before they had asked for ID amounting to over £300 . My payment method is fast visa debit card

Thank you very much, petrina100, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you petrina100 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jammy Monkey Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi petrina100,

Thank you for the information provided allowing me to identify your account.

I can see you have already contacted our dedicated complaints team who are looking into this for you. One of our team has attempted to contact you however, unfortunately, this contact failed.

Could you let me know when would be the best time to arrange a telephone conversation with a member of our team and allow the issue to be resolved as quickly as possible.

Thanks

I wait for hours for a callback-you have no number I can contact!! I am a teacher so I cannot simply walk out of class to answer your call- your hours are 9-5 weekdays!! So I have missed unexpected calls from you as I have been working.

when I contacted support about this I got message below-

How is this reasonable??

Dear Jammy Monkey Casino, is there a possibility to let the player know about your call ahead of time? I think they would greatly appreciate it if you could do so. Thank you in advance!

I have now spoken to a member of the diligence team whom said my withdrawal will be processed today

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Nothing has gone in today even after that conversation with diligence team it is now 5 weeks

Still nothing-please can you try contacting them again

Dear petrina100, it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. I will contact a casino representative and let you know though.

Thank you!

Ok thanks but I have already been waiting 6 weeks. If you could do that it would be greatly appreciated

I have been reading a lot of comments on here and trustpilot of people trying to get their money back for months even a year from Jammymonkey monkey and sister sites - I think there maybe a growing problem here

At last payment today phew!!! Thanks casino guru and peter

Hi Petrina,

I'm glad to see the payment has been received. Unfortunately it can take between 1-5 working days for any payments to reach your account which is the reason for the delay.

I would also like to take the opportunity to apologise for any inconvenience caused by the delays in receiving your withdrawal.

Dear petrina100,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter