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Re: Withdrawal suspended reminder

You answered on Tue 25/01/2022 13:00

JC

JellyBean Casino

TO:

Gianluca Gianluca

Tue 25/01/2022 12:52

GameHistory.gcubeddu

CSV245 KB

Hi Gianluca,

I just talked to finance to find out why your winnings were cut.

It appears that your withdrawal of 1,090 has been declined and canceled. The reason is due to the violation of the Terms and Conditions.

You have played bets greater than 30% of your original deposit which is not allowed. Check out our Terms and Conditions here where this rule is mentioned: https://www.jellybeancasino.com/general-terms-conditions/?lang=it

16. Betting Rules

1. By playing at the casino you agree and are bound to follow the rules of each game.

When a player attempts to gain an unfair advantage over the casino, this includes strategies such as "martingale", the casino will take action, including the confiscation of winnings and bonus funds. We will only take this action if this behavior is reasonably evident.

Place single bets equal to or greater than 30% of the last deposit in play, if less than the bonus. This maximum wagering limit applies to all players even if no bonus is received or if the total wagering requirement has been canceled.

Your in-game deposit was € 30. This means that the maximum bet you can make is € 8.99.

I have attached to this email an excel file with your complete game session in which you have won your winnings with bets over € 8.99 which are not allowed.

Do you understand now why your winnings were cut? If not let me know and I'll be happy to explain further.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

Re: Prelievo sospeso sollecito

Hai risposto il mar 25/01/2022 13:00

JC

JellyBean Casino

A:

Gianluca Gianluca

mar 25/01/2022 12:52

GameHistory.gcubeddu

CSV245 KB

Ciao Gianluca,

Ho appena parlato con la finanza per capire perché le tue vincite sono state tagliate.

Sembra che il tuo prelievo di 1.090 sia stato rifiutato e annullato. Il motivo è dovuto alla violazione dei Termini e condizioni.

Hai giocato scommesse superiori al 30% del tuo deposito originale che non è consentito. Dai un'occhiata qui ai nostri Termini e Condizioni dove è menzionata questa regola: https://www.jellybeancasino.com/general-terms-conditions/?lang=it

16. Regole delle scommesse

1. Giocando al casinò sei d'accordo e sei tenuto a seguire le regole di ogni gioco.

.Quando un giocatore tenta di ottenere un vantaggio ingiusto rispetto al casinò, ciò include strategie come la "martingale", il casinò prenderà provvedimenti, inclusa la confisca delle vincite e dei fondi bonus. Adotteremo questa azione solo nel caso in cui questo comportamento sia ragionevolmente evidente.

Piazzare scommesse singole pari o superiori al 30% dell'ultimo deposito in gioco, se inferiore al bonus. Questo limite massimo di scommessa si applica a tutti i giocatori anche se non viene ricevuto alcun bonus o se il requisito di scommessa totale è stato cancellato.

Il tuo deposito in gioco era di € 30. Ciò significa che la puntata massima che puoi fare è di € 8,99.

Ho allegato a questa email un file excel con la tua sessione di gioco completa in cui hai vinto le tue vincite con scommesse superiori a 8,99 euro che non sono consentite.

Capisci ora perché le tue vincite sono state tagliate? In caso contrario fammi sapere e sarò felice di spiegarti ulteriormente.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

Dear Liukk80,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked terms and conditions, and I found the term the casino was referring to:

„The casino reserves the right to remove winnings and withhold withdrawals where irregular play is evident. Irregular play is defined by the casino as one of the following. i. Using double up strategies like Martingale etc. ii. Placing zero, low margin or hedge betting are all defined as irregular betting for bonus play through requirements.

• Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met
• Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared."

I would like to emphasize, that we believe such rules are predatory only when they are applied to the real money game because players should be allowed to play with their deposit the way they prefer. However, the maximum allowed bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

Before we move forward with this complaint, could you please clarify whether you accumulated your winnings with or without an active bonus?

Looking forward to hearing from you.

Best regards,

Kristina

Hi the bonus was active but when I increased the bets it was only in the last few games and this shouldn't have affected the result.

Among other things, when I solicited a response to the withdrawal they told me that everything was fine.

Salve il bonus era attivo però quando ho aumentato le puntate è stato solo nelle ultime giocate e questo non dovrebbe avere inficiato il risultato.

Tra l'altro quando sollecitavo un riscontro al prelievo mi dicevano che era tutto apposto.

Re: Withdrawal suspended reminder

You answered on Mon 24/01/2022 09:52

JC

JellyBean Casino

TO:

Gianluca Gianluca

Sun 23/01/2022 06:15

Hi Gianluca,

Congratulations on your recent winnings!

I checked with finance. Your withdrawal is pending as all withdrawals are reviewed and according to the Casino Terms and Conditions it can take up to 5 business days to be processed and approved.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

On Sat, Jan 22, 2022 at 9:01 AM, Gianluca Gianluca wrote via Mail:

Good morning,

I had already sent an email a few days ago in relation to the request for updates for the withdrawal.

Having not received an answer today, I requested assistance from the chat which tells me to contact this email and as a VIP customer I will receive a quick response.

He also told me that the levy is pending.

I don't understand why there are so many problems with a withdrawal every time.

The other time after so much suffering I got the payment but this time too it becomes nerve-wracking.

Sent from my Galaxy

Sent with Kayako

Re: Prelievo sospeso sollecito

Hai risposto il Lun 24/01/2022 09:52

JC

JellyBean Casino

A:

Gianluca Gianluca

dom 23/01/2022 06:15

Ciao Gianluca,

Congratulazioni per le tue recenti vincite!

Ho controllato con la finanza. Il tuo prelievo è in sospeso perché tutti i prelievi vengono esaminati e, secondo i Termini e condizioni del casinò, possono essere necessari fino a 5 giorni lavorativi per essere elaborati e approvati.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

On Sat, Jan 22, 2022 at 9:01 AM, Gianluca Gianluca <giove2001@hotmail.com> wrote via Mail:

Buongiorno,

avevo già inviato una mail qualche giorno fa in relazione alla richiesta di aggiornamenti per il prelievo.

Non avendo ricevuto risposta oggi ho richiesto assistenza alla chat che mi dice di contattare questa mail ed in quanto cliente vip riceverò una risposta celere.

Mi ha detto inoltre che il prelievo è in sospeso.

Non capisco perché ogni volta ci sono tanti problemi per un prelievo.

L'altra volta dopo tanto penare ho avuto il pagamento ma anche questa volta diventa snervante.

Inviato dal mio Galaxy

Sent with Kayako

Re: Withdrawal suspended reminder

You replied on Tue 25/01/2022 12:45

JC

JellyBean Casino

TO:

Gianluca Gianluca

Tue 25/01/2022 10:15

Hi Gianluca,

I checked with the finance department. I have been informed that your withdrawal request will end the process today.

You will be contacted by email once finished.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

On Tue, Jan 25, 2022 at 10:03 AM, Gianluca Gianluca wrote via Mail:

Good morning,

I got the mail.

So can you confirm that the withdrawal is due today?

Thank you

Sent from my Galaxy

-------- Original message --------

From: JellyBean Casino

Date: 24/01/22 12:50 (GMT + 01: 00)

To: Gianluca Gianluca

Subject: Re: Withdrawal suspended reminder

Hi Gianluca,

According to the Casino Terms and Conditions, "We always aim to process withdrawals within 5 business days, however we cannot be held responsible if payments take more than 5 business days."

Your withdrawal was requested on January 18th, which means today is 4th business day.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

Sent with Kayako [https://kayako.com]

On Mon, Jan 24, 2022 at 11:50 AM, 12 - VIP / Oscar T. wrote via Mail:

Hi Gianluca,

According to the Casino Terms and Conditions, "We always aim to process withdrawals within 5 business days, however we cannot be held responsible if payments take more than 5 business days."

Your withdrawal was requested on January 18th, which means today is 4th business day.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

On Mon, Jan 24, 2022 at 9:52 AM, Gianluca Gianluca wrote via Mail:

Good morning,

I have absolutely read the conditions.

3 to 5 days.

The 5 days run from today.

Sent from my Galaxy

-------- Original message --------

From: JellyBean Casino

Date: 23/01/22 07:15 (GMT + 01: 00)

To: Gianluca Gianluca

Subject: Re: Withdrawal suspended reminder

Hi Gianluca,

Congratulations on your recent winnings!

I checked with finance. Your withdrawal is pending as all withdrawals are reviewed and according to the Casino Terms and Conditions it can take up to 5 business days to be processed and approved.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

Sent with Kayako [https://kayako.com]

On Sun, Jan 23, 2022 at 6:15 AM, 12 - VIP / Oscar T. wrote via Mail:

Hi Gianluca,

Congratulations on your recent winnings!

I checked with finance. Your withdrawal is pending as all withdrawals are reviewed and according to the Casino Terms and Conditions it can take up to 5 business days to be processed and approved.

Best regards,

Maria S.

Club Account Manager

Jelly Bean Casino

On Sat, Jan 22, 2022 at 9:01 AM, Gianluca Gianluca wrote via Mail:

Good morning,

I had already sent an email a few days ago in relation to the request for updates for the withdrawal.

Not having received an answer today I requested assistance from the chat which tells me to contact this email and as a VIP customer I will receive a quick response.

He also told me the levy is pending.

I don't understand why there are so many problems with a withdrawal every time.

The other time after so much suffering I got the payment but this time too it becomes nerve-wracking.

Sent from my Galaxy

Sent with Kayako

Re: Prelievo sospeso sollecito

Hai risposto il mar 25/01/2022 12:45

JC

JellyBean Casino

A:

Gianluca Gianluca

mar 25/01/2022 10:15

Ciao Gianluca,

Ho verificato con il dipartimento finanziario. Mi hanno informato che la tua richiesta di prelievo terminerà il processo oggi.

Verrai contattato via e-mail una volta terminato.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

On Tue, Jan 25, 2022 at 10:03 AM, Gianluca Gianluca <giove2001@hotmail.com> wrote via Mail:

Buongiorno,

ho ricevuto la mail.

Mi conferma quindi che oggi è in pagamento il prelievo?

Grazie

Inviato dal mio Galaxy

-------- Messaggio originale --------

Da: JellyBean Casino

Data: 24/01/22 12:50 (GMT+01:00)

A: Gianluca Gianluca

Oggetto: Re: Prelievo sospeso sollecito

Ciao Gianluca,

Secondo i Termini e condizioni del casinò, "Miriamo sempre a elaborare i prelievi entro 5 giorni lavorativi, tuttavia non possiamo essere ritenuti responsabili nel caso in cui i pagamenti richiedano più di 5 giorni lavorativi".

Il tuo prelievo è stato richiesto il 18 gennaio, significa che oggi è il 4° giorno lavorativo.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

Sent with Kayako [https://kayako.com] 

On Mon, Jan 24, 2022 at 11:50 AM, 12 - VIP / Oscar T. <vip@jellybeancasino.com> wrote via Mail:

Ciao Gianluca,

Secondo i Termini e condizioni del casinò, "Miriamo sempre a elaborare i prelievi entro 5 giorni lavorativi, tuttavia non possiamo essere ritenuti responsabili nel caso in cui i pagamenti richiedano più di 5 giorni lavorativi".

Il tuo prelievo è stato richiesto il 18 gennaio, significa che oggi è il 4° giorno lavorativo.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

On Mon, Jan 24, 2022 at 9:52 AM, Gianluca Gianluca <giove2001@hotmail.com> wrote via Mail:

Buongiorno,

assolutamente ho preso visione delle condizioni.

Dai 3 ai 5 giorni.

I 5 giorni decorrono ad oggi.

Inviato dal mio Galaxy

-------- Messaggio originale --------

Da: JellyBean Casino

Data: 23/01/22 07:15 (GMT+01:00)

A: Gianluca Gianluca

Oggetto: Re: Prelievo sospeso sollecito

Ciao Gianluca,

Congratulazioni per le tue recenti vincite!

Ho controllato con la finanza. Il tuo prelievo è in sospeso perché tutti i prelievi vengono esaminati e, secondo i Termini e condizioni del casinò, possono essere necessari fino a 5 giorni lavorativi per essere elaborati e approvati.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

Sent with Kayako [https://kayako.com] 

On Sun, Jan 23, 2022 at 6:15 AM, 12 - VIP / Oscar T. <vip@jellybeancasino.com> wrote via Mail:

Ciao Gianluca,

Congratulazioni per le tue recenti vincite!

Ho controllato con la finanza. Il tuo prelievo è in sospeso perché tutti i prelievi vengono esaminati e, secondo i Termini e condizioni del casinò, possono essere necessari fino a 5 giorni lavorativi per essere elaborati e approvati.

Distinti saluti,

Maria S.

Club Account Manager

Jelly Bean Casino

On Sat, Jan 22, 2022 at 9:01 AM, Gianluca Gianluca <giove2001@hotmail.com> wrote via Mail:

Buongiorno,

avevo già inviato una mail qualche giorno fa in relazione alla richiesta di aggiornamenti per il prelievo.

Non avendo ricevuto risposta oggi ho richiesto assistenza alla chat che mi dice di contattare questa mail ed in quanto cliente vip riceverò una risposta celere.

Mi ha detto inoltre che il prelievo è in sospeso.

Non capisco perché ogni volta ci sono tanti problemi per un prelievo.

L'altra volta dopo tanto penare ho avuto il pagamento ma anche questa volta diventa snervante.

Inviato dal mio Galaxy

Sent with Kayako

Your withdrawal request

JC

JellyBean Casino

A:

Gianluca Gianluca

mar 25/01/2022 10:49

Dear Gianluca,

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

Should you have any questions please contact our customer support via live chat on our site.

Kind Regards,

Verification Team

Sent with Kayako

Thank you for your reply, Liukk80. I am sorry, but after reviewing your game history I see that you breached the maximum allowed bet way too many times, and a lot of those bets resulted in a win. Since you played with an active bonus, I am afraid that there is not much more we could do for you.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

I can only recommend that you read all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Dear Liukk80,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player breached the maximum allowed bet and later stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.