Slow Pay MysteryWins

[SYPlayer95]

Hi All,

Hope those that find the time to read this are well.

Just after some guidance on the following issue with the above Jumpman Gaming casino provider.

In short, I have £4,250 in the account, but I am unable to withdraw. I constantly get the following message 'We need to carry out some routine checks on your account. Please contact our customer support team will be able to assist you in requesting another withdrawal.'

This was on the 7th May, I requested withdrawal via email support and was told that my account was verified and there should be no problems withdrawing.

Went to withdraw and of course I receive the same message. 5 days later and still the same message. Email support is horrendously slow. Are they just trying to get me to lose the balance?

Where do I go with this? Or am I just being impatient?

Thanks

 

[GourdFollower]

Hi @Halifax95,

No, I'd say five days is not too soon to get restless.

Normally, we recommend contacting the casino's rep here on our forum but they don't have one.

If you'd like, we'd be happy to try and help -- just submit a PAB at the link below:

Online Casino Complaints

There, you will be asked for the information we need in order to present your complaint to the casino.

This is a free service. In return, all we ask that you read and comply with the Player Arbitration Policies and Procedures -- please note that these include refraining from posting in public about your issue while we assist you with your complaint.

Regards,
GourdFollower
PAB Coordinator

 

[SYPlayer95]

Thanks for your reply.

Just this morning they sent me an email saying my account is fully verified and I should be able to withdraw the winnings in full.

This is a lie, I was able to withdraw in £500 increments up to £1,000 and then hit with the same message, so still £3,250 sits there. Its almost like they're trying to make me lose the balance.

I'm pretty sure this an illegal practise.

Cheers

 

[johnnymcc1966]

Hi All,

Hope those that find the time to read this are well.

Just after some guidance on the following issue with the above Jumpman Gaming casino provider.

In short, I have £4,250 in the account, but I am unable to withdraw. I constantly get the following message 'We need to carry out some routine checks on your account. Please contact our customer support team will be able to assist you in requesting another withdrawal.'

This was on the 7th May, I requested withdrawal via email support and was told that my account was verified and there should be no problems withdrawing.

Went to withdraw and of course I receive the same message. 5 days later and still the same message. Email support is horrendously slow. Are they just trying to get me to lose the balance?

Where do I go with this? Or am I just being impatient?

Thanks

Jumpman gaming have had a poor reputation with players for a long while now.

 

[SYPlayer95]

Jumpman gaming have had a poor reputation with players for a long while now.

I'm not surprised when they are making it difficult for players to withdraw winnings.
My understanding of UKGC guidelines, is that as soon as I press withdraw, it should go into pending state. Here I get nothing, and it just stays in the balance. Again, I think this is illegal and they are trying to get me to blow the balance.

 

[jasonuk]

If there were outstanding requests for paperwork then you'd expect the first scenario to happen - CDD (Customer Due Diligence) is one of the few permitted reasons to suspend withdrawals, assuming the CDD request is reasonable in the first place (which is a whole different recurring topic on CM).

The confusion is the computer says that, but support are saying the opposite - which seems much more like a stalling tactic. 5 days for the withdrawal to be completed (i.e. to your bank account) is reasonable, but you're not even getting to the first step here.

Hopefully PAB can get to the bottom of it, as Johnny mentions they don't have the best of reputations as it is, and the worst outcome here is that you get impatient and lose it back.

 

[SYPlayer95]

If there were outstanding requests for paperwork then you'd expect the first scenario to happen - CDD (Customer Due Diligence) is one of the few permitted reasons to suspend withdrawals, assuming the CDD request is fair in the first place (which is a whole different recurring topic on CM).

The confusion is the computer says that, but support are saying the opposite - which seems much more like a stalling tactic. 5 days for the withdrawal to be completed (i.e. to your bank account) is reasonable, but you're not even getting to the first step here.

Hopefully PAB can get to the bottom of it, as Johnny mentions they don't have the best of reputations as it is, and the worst outcome here is that you get impatient and lose it back.

Yeah, totally agree with what you've said.

There's no chance on earth I'm giving it them back so don't know why they just don't pay it out.

Why would they let me withdraw £1,000 today, but not withdraw the rest? Makes no sense at all.

 

[jasonuk]

Why would they let me withdraw £1,000 today, but not withdraw the rest? Makes no sense at all.

Since we've had similar threads recently on this topic, it's important to check whether this is a payment processor limit or not. The casino is not allowed to cap withdrawals under UKGC rules, although this rule doesn't extend to payment providers and banks who can as part of their normal operation.

Saying that, I looked at the terms for the casino in question and there is a raft of nasties in there - of note, 72 hour pending withdrawal period (and naturally pending withdrawals block promotions), and a £2.50 withdrawal fee.

They also mention "You have the unrestricted and legal right to withdraw your full Real Money balance in a single transaction." - so they shouldn't be restricting it (because it's against UKGC rules), which is why it's important to check the first part as operators will often blame payment providers who aren't at fault.

Especially important here as £4250 in £1000 increments will take more than two weeks...