Jumba Bet Casino - Il conto del giocatore è stato chiuso durante la procedura di prelievo.

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 [email protected] 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 ([email protected]) 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.

We’ve reopened this complaint at the request of FrankZ. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Jumba Bet Casino representative, can you update us on the situation regarding the case? Thank you in advance!

Thank you! The communication is inconsistent at best. I have given them all info requested and then some. Thanks again.

Hi Peter

This player is starting back at square 1. In essence, we were advised the processor we paid through at the time has been shut down and there is no way for us to get proof of payment. If we had that, this could have been resolved long ago. 

Our last comms to the player is the email sent, on the 3rd of April. He has not sent us the statement period that we keep asking for, and keeps sending statements that fall just outside the period in question. There is not much else we can do, other than requesting the same data that we asked for on the last comms. 

Please find the communications sent to the player in April - with no response.

Dear Zovko,

Thank you for your email and the detailed explanation regarding the change of card number and advising that both the cards are linked to the same bank account.

We acknowledge what you are saying occurred on your bank account and the cards, and would like to bring this matter to a conclusion as quickly as possible.

However, in order to move forwards, we still require your bank statement for the account/cards in question, showing the period from the 25th September 2022, to the 19th October 2022. The statements you have provided so far only start from the 19th October 2022, which means there is a 16 day period missing from the date we processed the refunds and informed you as such (3rd October 2022).

We trust that you understand that we need to see this statement period before we can proceed with our review. The reason we are stating "review" is because we do need to review what has happened to the funds we sent you. We are in agreement that the case was reviewed and the outcome was agreed by both parties at the time, and we are not disputing the original agreement, but we do need the information we have requested in order for our finance department to be able to continue their assessment.

We would also like you to confirm if you took the detailed transaction information we provided you on the 4th of February 2023 to your bank, which contained detailed tracking information which the bank would use to trace the funds.

We look forward to receiving the outstanding statement for the period requested.

Kind Regards

Thank you for the clarification Jumba Bet Casino representative.

Dear FrankZ, please provide the requested documents to the casino at your earliest convenience and please update us about any new developments.

Convenient that you have submitted one of 100+ emails that do not include the details of your previous requests. the original request was for my October and November statements, which I sent. Then the request was for 5 months of statements, which I provided. I absolutely did not send you additional statements on my own accord, only statements you requested.

I am not sure what you are referring to in terms of "the processor that you paid thru". What processor did you pay thru? I again go back to...why is the burden on me to provide proof that I received payment? Why is the burden not on YOU to provide proof of payment? Which I have NOT seen over two years.

Why did you request a 5 month range of statements? It is clearly obvious that you have no record of making this payment. Any accounting department would easily be able to provide a date, amount, and proof of electronic payment method....was this done via wire? ACH? What is the payment date and amount?

IF and when I continue to provide additional statements on an even wider range, does your casino agree to pay me? If so, through what payment method and amount?

Again, it seems you are guessing and the burden is on me to prove you never paid which is MUCH more difficult than you providing me accurate ACH/Wire details of when this transaction was executed.

Peter, I am happy to forward you the emails exchanges clearly discrediting the claims made above that I received any type of notification on 10/3. In fact, this Casino has made several false claims about communications sent since the Fall of 2022....blaming it on new "representatives" and "escalation to executives" that has repeatedly taken this situation back to Step 1 as stated above.

I have already provided the Casino with requested Documents. They have changed their request TWICE and then avoid communicating. I will do my best to get even more bank records for a 6 month time frame as they originally requested.

These people are liars. This is ridiculous....it is just as ridiculous that Casino Guru blindly believes them.

Again, I ask...why is the burden completely on me to prove I did not receive payment? Why is the burden not on them to prove that they did? Which is standard business practices.

I have reached out to both Jumba and Nick @ Casino Guru....no response since 6/26 from Jumba.

Jumba sent me one response but continues to avoid addressing the concrete proof of emails that I have provided. I have responded with multiple emails discrediting their timeline and sequence of events while proving mine (with their emails).

I am not sure what else I can do at this point other then continue to prove their dishonesty over and over again.

Today Customer Service via live chat told me that the Refund has been started and will arrive within 21 days. When I asked to put that in an email....he lied and said it was already emailed. I took a screenshot of this. This company is fraudulent.

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.

They don't care, they are scammers. Their score is already in the toilet. Ironically, I got two emails within an hour of one another over the weekend. One apologized and said payment has been initiated and I will be receiving it from multiple vendors. An hour later, I get another email saying they want MORE bank statements, lol.

This place needs to be shut down, not a negatively impacted rating. Fellow players, stay away....this place is a SCAM

Good Morning FrankZ and Peter

My name is Janine, and I’m the Operations Manager. I’ve reviewed your complaint on Casino Guru. I’d like to help get this resolved as quickly as possible.

Firstly, I’d like to apologize for the recent communication you received from our team. It was sent in error by an agent who did not have the full history of your case. This is being addressed internally to prevent similar issues in the future.

Regarding the payment in question - this matter is more complex because the processor we used at that time is no longer in operation. Unfortunately, this means we cannot directly retrieve the records needed to confirm what happened to your funds. To move forward, we need your assistance in providing a copy of your bank statement covering 25 September to 19 October 2022. This will allow us to review the transaction in detail and escalate it to our Finance team for investigation.

Without this statement, we won’t be able to proceed further with resolving the matter.

Thank you in advance for your cooperation, and I look forward to your reply so we can move this forward.

Kind regards,

Janine

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.

How much more proof can I send? SHOCKER, another "error". Received this below....

Please do take note that the previous email sent where you were advised the refund was approved, was sent in error as the agent mistook the email you sent us, with the email dating back to 2022, as a recent email. 

Wow, yet another "manager" to deal with and start over. They claim I only sent March of 2023 statement. I sent 6 months worth of statements to both Jumba and Casino Guru. I sent PROOF of the email I received in November of 2022 where Jumba clearly says they are processing my payment and it would take 21 days.

What proof has Jumba provided? ZERO. They never sent an email in October, they can't even provide proof of that email. They can't provide any proof of payment. Now they claim their agent made an error. Yet another lie and stall tactic.

They have a confidence score of 5.1 which is laughable. That is another piece of proof that I am not the only victim of these con artists.

How can review you a transaction that does not exist? Liars.

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.

Hi Peter,

As mentioned in previous communications, in order to move forward with the players complaint, we require a copy of their bank statement covering the period 25 September to 19 October 2022. This is essential due to the payment processor involved at the time no longer being operational, which unfortunately limits our ability to retrieve transaction records internally.

Without this document, we are unable to verify whether the funds were received or not, and therefore cannot escalate the matter further with our Finance team.

We understand that this situation is frustrating, and we are genuinely trying to assist you. However, repeated abusive or offensive language makes it more difficult to resolve the issue constructively. We ask that all communication remains respectful so we can continue to support you appropriately.

If the requested statement cannot be provided, and Casino Guru decides to rule in the players favor, we will of course respect that decision and accept any rating that comes with it. That said, if the complaint is closed, we kindly request that it not be reopened unless new and relevant information becomes available.

Please let us know how you or Casino Guru would like to proceed.

Kind regards,

Janine

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru