Jellybean Casino - Player’s withdrawal has been delayed.

I have requested a withdrawal for more than 20 days, before they asked me for a top up of 20 euros to withdraw 70 because it was a bonus and I did the top up. Then they asked me for documents to verify that I was the one who requested the money, credit card verification, postal payment slips, identity card and bank statement. Everything was sent correctly on the same day of the request but they do not make me withdraw because they want the bank statement, I was in the bank to have it released again and therefore I sent it ... For 2 weeks they have been telling me that they want the extract account ... They seek excuses on excuses for not making withdraw but in the meantime the money of the recharge if they are taken ...

Dear Stex,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process if you want to get your winnings.

Are you completely sure you’ve provided all the necessary documents?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

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

Best regards,

Kristina

Yes, I have sent everything correctly, but they require an account statement in which the bic is visible but my card does not have it on the account statement. I asked them to change the card for the withdrawal but they always answer vaguely and I say they want the bank statement. Seems they don't understand. In fact, I gave up on them, they have been doing this for almost 3 weeks now. I can also make you read the emails but they are really many ...

Thank you very much Stex for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you!

I would like to ask Jellybean Casino to join this case and help the player to withdraw his winnings.

Thank you for reaching out to us.

We understand that you have an issue in completing the KYC on your account. We have seen that you have not provided a Bank Statement with IBAN in order for the casino to pay your winnings by wire transfer. 

Please be advised that refund to your credit card is not feasible as the withdrawal amount is higher than the deposited amount. The only way payment can be made is through a bank account with IBAN.

Do not hesitate to contact us via casino support chat in case of any assistance.

Actually I released the bank statement that Italian post office gave me, in other casinos I never had problems neither withdrawing nor depositing. In this casino it is easy to deposit but they make it impossible for you to withdraw, in practice they told me that if I want to withdraw with another card first I should deposit with the other card ... So they give me another 20 euros ...

Dear Stex,

at this point I would recommend to do as the casino says. I know it may seem unfair to make a new deposit but it is a common procedure if you want to use a new card. Please keep us updated.

Dear Stex,

Is there any update regarding the case? Did you follow the casino's instruction?

They re-credited my casino credit, they still ask for the account statement with bic printed on the statement. My bank doesn't have it ... Alternatively I would have to create a new credit card to withdraw money (maybe), but it's not exactly convenient. I forgot .... I don't recommend everyone to play on this site.

Can't your bank provide you with some kind of statement which the casino would accept? Or isn't there any other possible withdrawal method you can use?

We haven't received any news from the player. I'm now extending the timer by 7 days. Please note, that if you fail to answer us we will be forced to reject your complaint.

I have submitted a new document and have been awaiting verification by the casino for 3 days

Dear Stex,

Please let us know if there will be any update regarding your case. Until then I will extend the timer by 7 days.

Please be advised that the bank statement with IBAN for the nominated bank account was not received. Stex nominated a bank account ending with 521134 for wire transfer, however, no documentation (Bank statement) was provided to verify this account.

Further, the balance was played and depleted to 51.60 euro.

But these are out of their minds! Document sent, they told me it's okay now but they turned the credit into a fun bonus and told me I have to replay them for 125 euros or something like that. They forced me to top up to withdraw, they asked for documents on documents and when everything is correct they invent that it was not credit but bonus. They are a complaint, do not play with them because if you win they won't give you anything. Now who knows what will happen to my documents ...

I would like to ask Jellybean Casino to send us some kind of proof of your statement. Please send it to nikolas.b@guruadmins.com

Did they send you something? Not for the money because by now I know that I will not be able to get it but I would not want other people to be made fun of

Unfortunately we haven't received any proof from the casino yet. I will extend the timer by 7 days and if the casino fails to answer we will be forced to close this complaint as unresolved, which will lead to rating deduction for the casino.

Dear Casino Guru,

We have provided game history of the player via email.

We have received your game history showing that your balance was reduced by playing casino games. However, the initial issue was the verification. The casino claimed that they haven't received the requested documents. Is your account verified now or it's still not?

In the chat on their site they told me that the documents are fine now but that the balance is actually a bonus. Instead it is not so, I had asked for the withdrawal and it was accepted, after a while they recharged it to my account but instead of being credit they transformed it into a bonus and no one knows why. They also told me that I should repurpose them to make them real, I tried a bit but then I gave up, you can see it from the history too. A madness. Among other things to make sure that I withdraw them they asked me to top up the account of 20 euros. They look for one every day so as not to give any money. In fact, I no longer insisted on withdrawing them, they have the document. Indeed, they all have them. They are just scammers, there are no other words to say to describe them.

Dear Stex,

Isn't it possible that your balance was sent back because you did not finish the wagering requirement of the bonus? Are you sure you are no longer intendet to get your withdrawal? If the problem is only with the wagering, you should be able to withdraw once you complete the requirements.

No, they told me they would return them to the account until I sent the correct document. Then when I sent the document again to be able to withdraw the credit it was suddenly impossible for me to withdraw.

Jellybean Casino, could you please explain us a little bit further the situation? Why did the player's balance turned into bonus money?

Dear Casino Guru,

The wagering balance has been removed.

Although, the total balance is less than the minimum withdrawal amount of 100.00 EUR.

Is the withdrawal limit 100€ through every payment method? Can't the player withdraw it without further play required?

As you can see they change every day game limits and rules change

Dear all,

The minimum withdrawal amount in the casino is 100.00 EUR.

Although, according to the Bonus Terms and Conditions:

"In order to withdraw winnings from a no deposit bonus, the player has to verify the account by depositing a minimum amount of €20 via credit card. €70 can be cashed out (€50 in winnings plus €20 deposited). "

https://www.jellybeancasino.com/bonus-terms-conditions/?lang=en

However, we must mention that the player does not have sufficient balance to withdraw funds for now. 

Please do not hesitate to contact us via live chat for further assistance.

Dear Stex,

Could you please advise what is your current balance. Please also note, that you will also have to deposit in order to withdraw your winnings. Also, if you have been playing with bonus money it will be probably capped.

Please follow the casino's instructions to be able to withdraw.

Best regards,

Nick

I had 70 euros plus 30 deposited otherwise they wouldn't let me withdraw, now I don't remember how much the balance is but it has become almost all bonus

If I understood correctly, your wagering is removed so you should be able to withdraw your balance once you deposit.

Dear Stex,

We haven't receive any answer from you. Could you please advise if you have followed our instruction to withdraw your winnings? Please note, if you will fail to reposnd to us within the next 7 days, your complaint will be rejected.

Best regards,

Nick

I have no intention of making a new deposit, I have already deposited 20 euros in order to make the deposit but they have never made me withdraw it

Dear Jellybean Casino,

Could you please advise what is the currenet status of the player's withdrawal? She claims that she made a 20€ deposit in order to withdraw her winnings.

Best regards,

Nick

Dear all,

As we have mentioned in the previous reply the funds are not sufficient to be withdrawn for the customer for now.

It seems from the game history the customer has played some part of the withdrawal after the finance department has declined it because of not having all the required documentation. 

Please do not hesitate to contact us via live chat for further assistance.

Dear Stex,

It looks like at this point you can only withdraw if you will have balance above 100€. Also please note, if you won't provide all the required documentation to the casino for your verification, you won't be able to receive any winnings.

Best regards,

Nick

Dear Stex,

We haven't receive any answer from you. Please note, if you will fail to respond to us within the next 7 days, we will be forced to reject your complaint.

Best regards,

Nick

We are now rejecting the complaint as the player did not respond to us.