Jumba Bet Casino - Player’s withdrawal has been corrected.

This is simple I won $400. It was approved and then suddenly it was "corrected" by admin. When I asked about it I was told i hadn't deposited between bonuses. I never even used bonus codes when I deposited. I was playing with a promo they had sent me in the mail.

There is no way to fight against what they say you've done because they control how your statement reads.

I have withdrawn from this casino before but obviously they can't always be trusted and loyalty as a customer means little or nothing to them

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.jumbabet.com/terms-and-conditions:

„Birthdays and Tier Welcome Bonuses

To qualify for your Birthday or Tier Welcome Bonus, you will need to have deposited an amount (or amounts) equivalent to the value of that same bonus in the last 3 months before it is due to you. For example: $75 in deposits in the 3 months before your Birthday or on the Ruby tier, $150 in deposits in the 3 months before your Birthday on the Emerald, or $250 in deposits in the 3 months before your birthday on the Diamond tier. This same example applies to your Tier Welcome Bonuses."

"Where a Discretionary/ Free bonus is awarded (excluding Deposit Match Bonuses) by the Casino Support Staff, the bonus rewarded will have a maximum withdrawal rule of $100 imposed as stated in Section 10. Deposit Match Bonuses of less than or equal to 100% do not have a maximum withdrawal restriction. Deposit Match Bonuses greater than 100% carry a $1000 maximum withdrawal."

"In order to qualify for subsequent bonuses, the player needs to make a minimum deposit of $20 between the last bonus credited to their casino account and the date of the next Promotion offer."

Could you please forward your cashier history, showing redeemed bonuses and deposits in your account together with any relevant communication? My email address is petronela.k@casino.guru.

Lastly, by "corrected" you meant cancelled completely, or capped?

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

Best regards,

Petronela

It turns out that JumbaBet added a bonus of $1.20 to my account the day before I got my bonus. I never asked for the bonus. I don't even know what it was for. I am currently trying to resolve this issue and have explained the situation to them

Dear Daniel,

We can set the timer for 7 days and give some time to the casino to investigate. After these 7 days, please update the complaint accordingly. Thank you very much in advance.

Thank you very much Daniel for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Daniel.

I have checked your case, and it is regrettable what happened. Our opinion in cases like this is that small automatic bonuses shouldn't be used as an excuse to confiscate the winnings.

But I would like to give a chance to casino representatives to explained their position in this case.

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’.

Dear Daniel and Casino Guru Members

Firstly, we would like to thank you for your feedback and giving us the opportunity to respond

Daniel, please would you contact my Support Team at your earliest convenience to have the above query discussed, a support Manager will be available to take your call.

Kind Regards

Funky Fortunes Support Team  

Daniel could you please contact the casino support team. And please let us know when you reach a satisfactory solution.

Contact them how? I don't see any contact info provided in the reply unless I'm missing something.

I've had conversations with numerous people from the VIP Dept and support team at JumbaBet. No one seems interested in doing the right thing or even making the smallest effort to resolve anything.

So I called the number for customer service. I explained the situation. I was told there was nothing that there was nothing that could be done again. I don't know what kind of game is being played here but I'd like to be left out of it. I've been jerked around enough, thanks. I don't understand why it's so difficult to fix what should be a big fat duh.

I really am kinda pissed I'm being tricked into wasting more time on this when no one at JumbaBet has shown any interest in a resolution.

I am terribly sorry for a negative experience.

The casino representative promised to me that he explain to you here where is the problem.

Dear Daniel and Casino Guru Members 

Once again, thank you for your feedback and allowing us to respond.

Daniel, we have requested that you contact one of our Support Managers to discuss this matter further however, we have noticed when you speak to our support team, you did not ask for a Manager, you did not request an explanation either therefore please see below:

A deposit was made on the 30th June 2020 – balance was played down to a nil balance. Thereafter you claimed a set of Free Spins on Small Soldiers using your Loyalty Points and won $1.20 from those spins. You stated JumbaBet added the bonus and you did not ask for the bonus to be credited. However, only you have access to redeem your Loyalty Points, the casino cannot action this for you. This was your first free bonus claim after a deposit and you have played down the funds.

You thereafter claimed a $99.00 free bonus, making this your second free bonus, from which you won. As per the casino’s terms and condition stated above, your withdrawal will be declined as you are only allowed to claim 1 Free Bonus in between deposits made at the casino.

Kind Regards,

Jumba Bet Support Team 

Once again I would like to point out the bonus was added by JumbaBet support staff who knew there was no way I could possibly win anything from using it. They may as well have given me $1,000,000.

And to penalize a player for receiving a "loyalty bonus" ? That seems on the surface to be kind of a jerk move.

There are so many aspects of this that indicate JumbaBet is doing as much as possible to prevent a player from recouping even a small amount of what they have spent.

I do take some comfort in the fact that by sharing my experience maybe others will chose another casino.

JumbaBet should also take note that they have lost revenue due to this decision which can only be described as poor customer service and/or management practices.

One would think some compromise could be found unfortunately instead we find another example of poor customer service.

All over one dollar and twenty cents.. . .how pathetic.

I've been in contact with PayPal and they seem interested in helping out..

We understand your frustration reappaden. Our opinion on the whole situation is that if the casino wants from players to follow a certain rule like one free bonus in a row - they should enforce this rule by software (shouldn't be so hard)

Also, the support should inform the player that he already claimed a free bonus and must make a deposit before he claims another free bonus. 

We believe gambling should be safe, and players shouldn't be forced to read dozens of pages of text and memorise all the casino rules. If the casino doesn't want from players to do something, they should enforce it by software—at least rules where it makes a sense.

In this case, we decided to be on the side of the player.

I would like to ask the casino representatives to reconsider this case.

We would like to ask the Jumba Bet Casino to reply to this complaint. We are extending the timer by 7 days. 

I am in contact with casino representative - we are still waiting on their final statement. Please be patient.

Dear Reapadden.

After some constructive dialoge with the casino they decided to pay you the winning from the last free bonus.

Please take in mind that maximum amount whatyou can withdraw from free bonus is $100.

You have now two choices, they can send you these $100 direcly if you give them your banks details for tranaction or they can credit you the account with $100 - but you need to withdraw them anyway. (free bonus winnings - if you play with this money still maximum what you can withdraw would be still 100)

I would recommend you option 1.

Let me know.

Yes option 1 sounds best. How/who should I contact in order to provide my bank details?

Also thank you very much for your time and effort. If there is anything I can do to show my appreciation please let me know

I got in touch and shared my details. The $100 withdrawal posted to my bitcoin account today.

While Im still if the opinion none of this should have even occurred credit should be given that some kind of resolution was found. Thanks to Casino Guru for their help because without them nothing more would have come of it.

I suppose the lesson is if you are going to use an online casino you must be extra vigilant or you may find yourself disappointed.

I completely agree. Gambling should be safe, but I am pleased that we were able to help you to find a satisfactory solution.

We are closing this complaint as "Solved."