Jumbo Casino - Player’s struggling to withdraw his winnings.

On 10/26/20 I deposited usd value of $35.00 in BTC to Jumbo Casino. I didn't take any bonuses. I played thru my deposit and won $460.00. I attempted to withdrawl and after I was verified. I was told transaction failed as a withdrawl to my Visa and to use another card. 2 Visa cards and one master card all failed. Everytime I asked what was the reason I was told they would speak to payment processer and would I get an email in 24hrs. I also created and was fully verified thru Pastric E wallet which is a withdrawl option thru Jumbo casino. After being told to try to withdrawl different amounts all failed transactions. I asked many times what other withdrawl options did I have. I was never given a straight answer about anything regarding my withdrawl. Now 5 days later I'm completely blocked when I try to access the Casino. It says my Country is restricted!

Dear Joshua,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please advise which payment method you have used to deposit funds into your account?

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

Thank you for your response. I deposited using Bitcoin

Thank you very much, Joshua, for your reply. If you have deposited via Bitcoin, wasn’t this payment method available for withdrawals too? 

No Bitcoin not listed as withdraw option. I have screen shot of withdraw options they had listed on there site.

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

Thank you very much for sharing your negative experience with the Jumbo Casino. We will now try to get in touch with them.

Hello Joshua.

We are very sorry that you had such a negative experience withdrawing your winnings. Usually it takes less than 3 minutes to get it regardless of the amount. We didn't have many clients from the USA and never faced that problem before. We took all efforts to solve the problem ASAP and conducted many attempts to transfer the winnings to you. But the problem was on the side of banks as the payment processing company told us later. Each time we tried to process the withdrawal we had to wait for several hours to get the reason for rejection, after it was declined. That's why it took so long.

As soon as we'd found out that the problem was on the side of American banks, we closed access to our casino from the USA. That's why you couldn't get access to your account any longer. But we kept in touch with you via email and offered you to transfer your winnings to your account at Piastrix directly from our business account. After you agreed with that we had to get the approval from our management, because that kind of transaction is very unusual. And that also took some time. Your winnings were transferred to your account on 4th November and we informed you about it via email.

We are very sorry for that inconvenience. And wish you good luck!

Hello Joshua.

Please, could you confirm the casino statement?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Dear Joshua,

Thank you for using the Casino Guru complaint resolution center.We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.

Best regards, Jozef

Casino.Guru