All was going well, good choice of slot games, they take deposits no problems at all and will keep taking as long as your loosing, but the moment you win some money and wish to withdraw some funds you get the usual "please upload documents" and funds will take no longer than 72 hrs to be in your bank account, providing they have verified you documents which in my case they have, then they disable your account with a pop up "you should of received an e-mail from one of our customer service team to make sure your are happy with the level of gaming you are playing, if you have not received an e-mail please contact us via e-mail customercare at jumpmangaming.c o m" I never received no such e-mail so contacted them myself and all you get in return is an automatic e-mail saying we are inundated with e-mails but your query is being looked at they even give you a case number stating one of their customer service personnel will be in touch with in 2 days, well I'm now on day 4 and nothing even sent them an email chasing still nothing.

Dear Whitdog1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your email address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hi thank you for the response, I'm quite aware of the kyc process and also understand why this is important, all documents have been verified also my email address, so to be honest I do not know why they have disabled my account when I wanted to withdraw

Thank you very much, Whitdog1, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.  

Hi Whitdog1,

I've just reviewed your case and fully understand your concerns about the issue you run into with the Loot Casino. I'll try my best to help you with this issue by contacting the casino.

I'd like to invite a representative from Loot Casino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the case? Are there any specific reasons for you to disable the account of the player after it's been verified?

Regards,

Natalia

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’.

Hi Whitdog1,

can you please tell me if you have already been in a contact with the casino after submitting your complaint?

Regards,

Natalia

Case has been resolved thank you

Dear Whitdog1, thank you for using the Casino Guru complaint resolution center. I'm happy to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Natalia