Jumba Bet Casino - Player’s account has been blocked.

I deposited $500 and received a bonus that required $124K plus play through, I completed the FULL play through, attempted to withdraw money and was told my winnings were being voided!! Now my account is locked

Dear Scott,

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. Have you redeemed any promotional offer in this casino in the past? Which exact bonus you have activated this time? Have you completed the account verification successfully?

Furthermore, 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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

This is my first time playing on this casino, I apparently played with one of their "sister casinos" which is where my teenage daughter attempted to play. I notified "Big Dog Casino" of what had happened immediately. A number of days after this, I successfully opened opened an account with Jumba with all of the same info, they accepted my $500 USD deposit, and allowed me to complete my play through of $124K plus. I ended up winning over $21,500 USD over multiple days, and when I requested a withdrawal, they notified me I was "listed" due to fraud. They continued to process my withdrawal, took my license, my proof of identity, proof of residence etc. As soon as the guy told me all documents were verified, he said "let me place you on a brief hold to get your withdrawal processed".., he then came back on the phone and said "I apologize but you have been listed and I have to void this withdrawal and all remaining money in your account". When I informed him I had been through law school, he abruptly ended the call. His name was "Ted" and I want my winnings I worked hard for for over 20+ hours. If I was "listed".., then they should have never accepted my deposit in the first place.

Thank you very much, Scott, for your reply. Could you please forward any relevant communication from Jumba Bet Casino as well as the one from Big Dog Casino? 

I just forwarded all of the emails, my verification, as well as one that shows a successful withdrawal for $10,000 with the date, time, and transaction number

Thank you very much, Scott, for forwarding all the relevant communication. Could you please confirm that your deposit of $500 has been refunded successfully?

Sadly, I would like to inform you that we accept casino decision. Since your account has been flagged by security department in another sister casino due to an incident involving a minor, it will impact your accounts across the entire brand. Any incidents involving underage players are taken very seriously and are dealt with zero tolerance.

If I understood it correctly you‘ve been consulting this case with layers and I hope they will be able to help you, unfortunately, we won’t go against casino decision.

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Scott,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.