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Casino closed my account after owing me money. Asked for a bank statement which i provided. Went quiet on me then keep sending me to various agents.

Hello FrankZ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jumba Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until it is finished.

Looking forward to your answer.

Regards,

Nick

I contact them at least once a week but it's been so long it is probably once or twice a month. I have been contacting them since November of 2022. They keep saying it is on the way, it was not sent and then accused me of already receiving it. Then they send me to a new account manager every couple of emails. they asked for my bank statements for a 8 week period which I provided.

I contact them at least once a week but it's been so long it is probably once or twice a month. I have been contacting them since November of 2022. They keep saying it is on the way, it was not sent and then accused me of already receiving it. Then they send me to a new account manager every couple of emails. they asked for my bank statements for a 8 week period which I provided.

On January 21, 2024...I received an email from yet another account manager saying that my refund has been initiated and asking if I have received it. As of today 2/5....I have not received anything.

I have replied 3 times since the message I received saying the refund was initiated. Still no response.

Hello FrankZ,

Can you please forward your communication between you and the casino to nikolas.b@casino.guru for further review?

Yes, no problem

Hello FrankZ,

Can you please clarify the situation between you and the casino? Why did they close your account? What kind of refund are you supposed to get?

I won about 8K and they referenced I used a 'Bonus' which wasn't totally true. I made several deposits but had a few cents from the Bonus....then they claimed that bonus had a 1K winning limit. I asked them where that was referenced on the website and they had no answer. Then they just closed my account.

Thank you FrankZ for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you FrankZ for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jumba Bet Casino for their help in resolving this complaint. We would like to know what is the issue with the refund and what can we do to help the player receive their funds.

Thank you!

Thank you....they gave me the run around with a new agent yet again

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’ which may negatively affect its rating.

I won't hold my breath.

Good Day Peter.

Thank you so much for extending the date to respond by another 7 days.

We have been in touch with the CSC Team as well as the Finance team. The comms between the player and various agents have been many. Where the casino stands at the moment is the following:

Payment was processed and according to the processor paid in 2022. According to the player these funds were never received. Before the Finance team and/or the CSC Team can action anything further they require statements during this time to confirm that payment was not received so that they can take this further. Without this documentation all parties this issue cannot be resolved.

The most recent comms of last week the CSC Agent requested yet again the statements explaining why these are needed. Unfortunately from what can be seen these statements have not yet been received.

Regards

Jumba Bet Casino

Thank you for the update Jumba Bet Casino representative.

Dear FrankZ, you will need to provide the requested documents to proceed with the investigation, let us know when you have done so. Thank you in advance for your cooperation!

Dear FrankZ,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.