Home Complaints Jellybean Casino - Player’s winnings have been voided.

Amount: €2,600

Jellybean Casino - Player’s winnings have been voided.

2.1/10 Very Bad reputation Submitted: 06 Mar 2020 | Unresolved : 26.03.2020
Our verdict

Justified complaint

UNRESOLVED

Case summary

141 days ago - 26 Mar 2020

The player from Austria had his winnings cancelled without explanation. We closed the complaint as ‘unresolved’ because the casino enforces a maximum bet rule for regular play we strongly disapprove of.

Written by Peter M
Casino analyst and complaint specialist
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Dear Stipo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found:

"Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared."

We will contact the casino and ask for their justification why your winnings have been cancelled, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to petronela.k@casino.guru) and indicate how much was your last deposit? Additionally, could you confirm that you didn’t activate any bonus while depositing? I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards,

Petronela

Public

Thank you very much Stipo for providing all the necessary information via email. 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.

Public

Hi Stipo, 

Thank you for the email. We would like to ask the Jellybean Casino for a response. 

Public

We would like to ask the Jellybean Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

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I hardly think that the report is a rip off but thanks anyway

Automatic translation
Public

Hi Stipo, 

I'm sorry but there has been no reply from the Jellybean Casino. There is not much I can do without help from the casino. The only thing I can do is to close the complaint as unresolved. This will affect the overall rating of the casino. I understand, this isn't a satisfactory solution to your issue. However, the decrease of rating caused by unresolved complaints could help to change the casino's approach. I really wish I was of more help.

Best regards,

Peter

Public

Hi Stipo, 

I received an email from a casino rep. Your winnings were cancelled due to the maximum bet rule mentioned above: 

"Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared."

We are aware of the maximum bet rule for regular play in the casino and we strongly disapprove of its enforcement. I'm really sorry, but there is nothing that can be done. I will close the case as "unresolved", only the classification will change to "justified complaint". We hope that this rule will disappear from casino's T&Cs across the whole industry since we find it predatory and unfair. I wish I could help you more. 

Best regards,

Peter