Jumba Bet Casino - Player’s winnings have been reduced.

Playing with a bonus, I managed to clear playthrough and had a good run of luck which increased my balance to over $10,000. I have tried to make a withdrawal of $2500, but so far no luck. I then found that my $7000+ balance had been taken back by the casino. Attempts to solve the problem with chat have been of no use. The casino keeps referring to Terms & Conditions but will not specify how I broke any rules. They seem happy to take your losings and your winnings, too. Very bad casino.

Dear rsgwynn1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you have activated Deposit bonus, and subsequently bought bonus features inside it?

Were all your winnings confiscated or did you receive any partial payout?

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

I requested a payout of $2500. Then, after chat told me the weekly limit was $3500 I requested an additional $1000. Neither has shown up via wire transfer to my bank. I didn't play for a couple of days. When I returned I found that I had a balance of $0, with $7000+ having been voided and taken by the casino. I withdrew in good fairth on the basis of what the casino's Cashier/Withdrawal page said was my available balance, which was in excess of $10,000. I had completed (so I assumed) any playthrough requirements of my bonus. After getting the runaround through Chat I sent two emails to the casino. Thus far, no answers.

Do I understand correctly that you have activated Deposit bonus, and subsequently bought bonus features inside it, please?

I took an initial bonus on a deposit of $200. After a day or so of playing, the site's withdrawal page said that my playthrough was complete and that I had a withdrawable amount in excess of $10,000. At this point I attempted to withdraw $2500. A few days later I found that all of my winnings had been voided.

Based on the forwarded screenshot, this is your last active deposit :

Is that correct?

Afterwards, you purchased bonus features (Free Spins). Could you confirm it, please?

Free spins came with the bonus, but I can't recall which game. I won $16.19 on the free spins. After I completed playthrough I started the withdrawal process but couldn't proceed because the $16.19 was blocking me. I talked with chat and was told to give up or buy back that small amount. After I did this (and I can't recall the exact procedure that I was told) my winnings of over $10k showed up as an amount that was clear to withdraw. That is where things stood. I never received my withdrawals ($2500 + $1000). On the document I sent you the $2500 is shown as pending, and the $1000 is reversed. Then came the action where the casino took back my remaining balance of $7k+. I have still received no reply from support@jumbabet.com.

Thank you very much, rsgwynn1, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 rsgwynn1.

I am sorry to hear about your troubles.

I would like to invite a casino representative into the case.

Please explain to us what happened with rsgwynn1's balance.

We would like to ask the Jumba Bet 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’.

Unfortunately, Jumba Bet Casino is non-responsive.

Rsgwynn1, do you want to submit your complaint directly to the casino's regulator? I can help you with that.

Yes, you can try. Thanks.

Dear rsgwynn1.

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

your age

2) Complaint body must include:

casino name + URL + license (N.V. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

describe what has happened (including the sum of money you are challenging) + link to this complaint + attach a screenshot that you sent to us.

Let me know when you submit a complaint.

Dear rsgwynn1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

You can drop the complaint to the casino. I have given up.

I hope you don't mind, but I tried to contact the casino via Skype. Maybe they will answer me; if they don't, we will close the complaint.

Fine with me. I've been made a sucker.

We would like to ask the 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’.

I've contacted the casino representatives via Skype.

They promised that they reply to you soon here.

As you can see, no response. Jumba Bet is a fraud.

Hello rsgwynn1.

Unfortunately, the casino is non-responding. 

I am deeply sorry that you waited so long. Repeatedly I was assured by the casino representative on Skype that she would reply, but I don't know what happened that she ignored the complaint.

In such a situation, I would recommend you contact the casino's regulator.

If you need help, let me know, and I will gladly help you.

What is a "regulator"? You may try that if you wish. However, it does seem that Jumba Bet was decided not to answer any of your queries. You can see for yourself how $7000 vanished, and the $3500 withdrawals never showed up either. What can one call such a place but a scam?

The Jumba Bet Casino has a Curacao license. (not so good license but sometimes can surprise)

Basically, the regulator is the authority which issued this license and in case of players have a problem with the casino and all common ways how to solve the issue failed, the players can still contact the regulator and seek help. The regulator independently investigates the issue and decides which is binding for the casino. If the casino fails to obey, it can lose a license.

Contacting the regulator is actually easy and takes you 10-15 min max.

However, if the regulator decides in your favour, the chances that you get your winnings are very good.

All you need to do is:

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

your age

2) Complaint body must include:

casino name + URL + license (N.V. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

describe what has happened (including the sum of money you are challenging) + link to this complaint + attach a screenshot that you sent to us.

Let me know when you submit a complaint.

Dear rsgwynn1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.