Jumba Bet Casino - Player’s withdrawal and KYC applications being rejected.

I have been trying to cash out my $1000.00 to my bitcoin address with this Casino and they have been rejecting my KYC. I have submitted to them several photos that have been perfectly clear and they continue to reject my KYC. I have never had any issues in the past KYCing with their sister Casinos so there should not be any reason why all of the sudden I cannot KYC with this one, other than they are just being lazy and nit picky. This is beyond frustrating. It's already a frustrating process to begin with and not an easy one to do either. But I have never had any issues in my 5 years of online gaming thus far until now. This is my first withdrawal from this Casino. They also are wanting me to verify a credit card as well even though I deposited with bitcoin and told them that will be my choice of currency moving forward. They still want the pic of it regardless. I understand the whole process so even though I will not be using said Credit Card I still complied and sent it anyways. They kicked it back and rejected my KYC on that as well. This is to the point to where it's so stupid its silly at this point to continue to deal with them and their silly game. It's time to break out the big guns which is why I am here asking for assistance in this matter. I will upload all I have involving this matter other than my personal photos, those I can upload upon request through private means such as email only, due to the sensitive nature of the items in the photo. I appreciate all your help and I look forward to getting this situation resolved as soon as possible.

Dear Steveoh78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hello Petronela,

I guess we can close this issue out now they finally approved my KYC. After a lot of back and forth I was finally able to get them to approve my KYC so now I am just waiting for my withdraw approval. So this ticket can be closed out now.

Thank you for you help. Have a great day!

~Steve

Hello,

So I guess we now have a new issue with this withdraw. I will attach pics and you will see that they supposedly completed my withdraw but the bitcoin is not in my wallet. Also they shorted me $100.00. I made my withdraw for 1000 there was no bonus so I should be getting $1000.00 sent to my bitcoin wallet. Not $900.00. Then when I attempt to ask an agent what is going on and where is my payout at, they don't respond. I will reach someone everytime but after I ask my question all I get is slience back from them. I don't know what the deal is with these Casinos lately but there have been real problems with just about every casino lately. I never used to have any problems at all. Now the customer service has been garbage and they want to play games when it comes time for them to pay us. This is getting ridiculous.

this was sent this morning to me notice it says I should have it in my wallet in a "couple hours"... ...... Still don't have my Bitcoin into my wallet.

Well I finally did receive my money into my wallet but they only gave me $100.00 of Bitcoin into my wallet. They have basically stole $900.00 from me. They are acting like I took some bonus that only had a $100.00 max cash out. I would NEVER accept such a bonus for exactly this reason right here. So now I've won $1000.00 bucks and they keep $900.00 bucks of my winnings and there is nothing I can do about it. Anyone reading this STAY AWAY FROM THIS CASINO! THEY WILL RIP YOU OFF AND CHEAT YOU OUT OF YOUR WINNINGS!

I apologize for the delayed response. Based on the provided screenshots, it appears accurate that you activated the Free Games bonus on September 12th. Can you please inform us of the most recent date on which you made a real money deposit into your casino account?

Dear Steveoh78,

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

Hello,

So I apologize for the delay in my response for some reason up until this morning I was not receiving your emails notifying me that a response from you has been completed and waiting for my response. My account is all current and your emails are not going to my spam folder either so... yeah....??

But anyway I will attach a couple of screenshots and on them, you will notice 2 bonuses that I have no recollection of ever accepting. One of them being for .70 cents??? So that's a red flag to me right there. You will see in the beginning I did accept a bonus and completed said playthrough for said bonus. So those last two bonuses I have no idea what they are or where they came from because I never made a deposit for them nor did I accept them either. Also, let's pretend I did accept them I still should've received the 900 that they shorted me anyway because I would've completed whatever playthrough was required because when I did win I still played for a long time to ensure that I did make whatever playthrough requirements was needed I made sure that - that was what I did because I kept checking on that screen shown in the screenshots that I completed said playthrough.

I'm not new to how this system works. I know that when a bonus is accepted you usually always have a playthrough to meet before any cashout is allowed. I would not be going through all this trouble otherwise.

Bottom line I deposited, accepted a bonus, played, won a large amount of money, and then continued to play until I reached my playthrough requirements. How else would I have known when I could cash out if I wasn't paying attention to where I was at on the playthrough requirements?? I would've HAD to be looking at that info. Not to mention the fact that I would've noticed those weird last 2 bonuses before as well. Then I wouldn't be raising this argument to begin with.

They are playing some kind of shady game and it's BS! I did everything the right way and that's the bottom line.

I can also provide screenshots of the many pages of games I played that show just how much I played and each transaction for every spin that was made. It's going to be a ton of pages but I can provide those if needed. Please let me know.

Again I apologize for the delay in my response and I appreciate all your help in this matter.

~Steve

Both pics are side by side views. So if you put them side by side you can line it all up.

Also side note here I always make sure when I do take a bonus I look at ALL the requirements for the bonus BEFORE I accept them. So I don't get into this type of situation here. Where they are saying 100 dollar max cashout. I never accept those type of bonuses. Ever! For this reason right here. I just wanted to make sure that was clear and understood. Like I said I am not new to how all this is played. I know the rules and always follow them. Especially when it involves money. I don't mess around when it involves money. Now does that mean I never miss things or make mistakes, usually no. No I dont. I would most likely be broke if I did. I'm pretty sure most people are the same when it comes to money. I just do it better. So unless I'm really missing something here I really dont think I am wrong.

I appreciate the clarification. I've considered your recent actions. Can you confirm the following, please?

• Deposit $51.03 - 12.9.2023 12:06 AM
• Deposit bonus redeemed $132.64 - 12.9.2023 5:34 PM
• free bonus awarded $44.93 - 13.9.2023 2:10 AM
• free bonus awarded $0.70 - 15.09.2023 10:07 AM
• withdrawal requested $1,000 - 15.9.2023 11:31 AM

Could you please request and forward your game history? My email address is petronela.k@casino.guru.

Dear Steveoh78,

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

Hello,

I apologize for the delayed response from me. Still not getting emails from you guys and they are not going to my spam folder or anything like that so I still can't figure out why that is happening.

But anyways. Can you please explain what you mean that you are requesting from me? Because if it's what I'm thinking your asking for it's already included above in my posts. So If that is not what you need then please clarify because I am not understanding what you need. Then I will be happy to provide what I can.

Thank you very much.

~Steve

I would appreciate it if you could provide me with your game logs, including a list of your bets along with the visible account balance, wins, and losses. Kindly request this information directly from the casino. Thank you.

Dear Steveoh78,

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

Please close my case. I do not have the time to gather this information. Thank you. I apologize for any inconvenience. I just don't have the time to further involve myself in this.

As per the player's explicit request, we have closed this complaint.

We apologize, Steveoh78, for not being able to offer assistance on this occasion. However, please feel free to reach out to us again in the future, and we will do our best to help. We are always here to help.