Jellybean Casino - El retiro del jugador ha sido anulado.

I've been playing at jelly bean for months. I have already deposited several thousand euros and gambled away. On January 4th, after hours, I had about 1800 € on my player account and made a payout of 1000 €, by the way for the first time. I had to upload some documents and everything was ok, it would take 3 to 5 working days. After 10 days I asked again and then got the email that there was no payout, I would not have played properly. I only played with real money and not with bonuses. I played the game sunny fruit and it only works for real money. What else can I do ?

Warm wishes

Andreas H ***

Ich spiele seit Monaten bei jelly bean. Habe auch schon mehrere 1000 € eingezahlt und verspielt. Am 4. Januar habe ich dann nach Stunden ca 1800 € auf meinem Spielerkonto gehabt und eine Auszahlung von 1000 € vorgenommen, übrigens das erste Mal. Ich musste einige Dokumente hochgeladen und es war dann alles ok, es würde 3 bis 5 Werktage dauern. Nach 10 Tagen habe ich wieder nachgefragt und dann bekam die Email, dass es keine Auszahlung gibt, ich hätte nicht richtig gespielt. Es wurde bei mir nur mit Echtgeld gespielt und nicht mit Boni. Ich habe das Spiel sunny fruit gespielt und das funktioniert nur mit Echtgeld. Was kann ich jetzt noch tun ?

Lieber Gruß

Andreas H***

Dear Andreas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.jellybeancasino.com/general-terms-conditions/?lang=en:

"Betting rules

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."

Did you receive any explanation which exact rule has been breached and why your winnings have been cancelled? Could you please advise how much was your last deposit?

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

Dear Sir or Madam,

That's exactly what they accused me of with the 30%. I deposited € 50, and after a long period of time I played with € 1, then with € 2 and finally with € 4. The game was called Sunny Fruit. I think I didn't do anything wrong in this game. They said that at some point I didn't play properly and that it was definitely not intended by me, and because I am a so-called VIP player and play so often, they will not cancel my account. But since I didn't play properly at some point, nothing is paid out.

Warm wishes

Andreas H ***

Sehr geehrte Damen und Herren,

genau das mit den 30 % haben die mir vorgeworfen. Ich habe 50 € eingezahlt, und habe nach längerer Zeit mit 1 €, dann mit 2€ und zu letzt mit 4 € gespielt. Das Spiel hieß Sunny fruit. Ich glaube, dass ich in diesem Spiel nichts verkehrt gemacht habe. Sie haben gesagt, dass ich irgendwann mal nicht richtig gespielt habe und das es auch bestimmt nicht von mir beabsichtigt war,und weil ich ein sogenannter VIP Spieler bin und so oft spiele, werden sie mir mein Konto nicht kündigen. Aber da ich irgendwann mal nicht richtig gespielt habe wird auch nichts ausbezahlt.

Lieber Gruß

Andreas H***

Thank you very much, Andreas, for your reply. Could you please forward your game and cashier histories to petronela.k@casino.guru?

Dear Sir or Madam, I would like to forward the cashier history to you, Jelly bean has deleted my game history and all deposits. But since I paid by credit card, I can still prove the deposit for the day in question.

Andreas H ***

Sehr geehrte Damen und Herren, ich würde Ihnen die Kassiererhistorie gerne weiterleiten, Jelly bean hat bei mir den Spielverlauf und alle Einzahlungen gelöscht. Da ich aber über Kreditkarte bezahlt habe, kann ich die Einzahlung für den besagten Tag trotzdem belegen.

Andreas H***

Thank you very much, Andreas, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. Meanwhile, please forward your cashier history which should be available in your casino account.

I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

As I said, my cashier history was deleted by jelly bean, they will already know why, so that I cannot prove how high my deposits were. But I have the receipts on my credit card.

Wie gesagt, mein Kassiererverlauf wurde von jelly bean gelöscht, die werden schon wissen warum, damit ich nicht belegen kann wie hoch meine Einzahlungen waren. Aber ich habe die Belege auf meiner Kreditkarte.

Hello Andreas.

I am sorry to hear about your troubles.

Because your deposit history was deleted, I would like to invite the casino representative into the case.

Please explain to us what happened and why Andreas's winnings were confiscated.

Dear all,

Winnings of Wdldzsmld0712 were voided due to term:

"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."

We can provide any necessary information to prove this including game logs.

In game logs it's clearly shown that player made a bet which was more than 30% of the initial deposit and also it shows that Wdldzsmld0712 has in fact received deposit bonus on that initial deposit.

Regards,

Compliance - Jellybean Casino

That means, if I deposited € 50 in a game that only works with real money, I would have had to play at least 1 time with a stake of € 15. I want to see this log. In addition, the rules of the game also state that if the money cannot be withdrawn for any reason, it will be credited back to the player's account. This did not happen either.

Das heißt, wenn ich 50 € eingezahlt habe, bei einem Spiel, das nur mit Echtgeld funktioniert, hätte ich mindestens 1 Mal mit einem Einsatz von 15 € spielen müssen. Dieses Protokoll möchte ich sehen. Außerdem steht in den Spielregeln auch, wenn das Geld aus irgendwelchen Gründen nicht ausgezahlt werden kann, wird es dem Spielerkonto wieder gutgeschrieben. Auch dies ist nicht geschehen.

Jellybean Casino representative, please send all relevant evidence to matej@casino.guru.

Please note that according to our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos), the 30% rule can be used only for bonus play and not for the players sho play with real money. If you don't want players to make such a bet, you should enforce this rule by software setting. And not void the winnings after the bet is made. If the player loses nothing gonna happen, but if player win - casino confiscates the winnings, this is clearly unfair.

That is exactly my opinion, as long as I deposit and lose money everything is fine, if I win it is invalid.

For me fraud and I am considering, on the one hand, filing a complaint for fraud and also making this case public. None of the people I described my case play this casino anymore. Such a casino would have to be publicly warned.

Andreas

Genau das ist meine Meinung, solange ich einzahle und Geld verliere ist alles in Ordnung, gewinne ich ist es ungültig.

Für mich Betrug und ich überlege mir zum einen Anzeige wegen Betruges zu beantragen und auch diesen Fall öffentlich zu machen. Den Leuten, den ich meinen Fall geschildert habe, spielen alle dieses Casino nicht mehr. So ein Casino müsste man öffentlich abmahnen.

Andreas

Game log sent.

Hello, I got the answer from Jelly Bean that the game protocol was sent, but nothing really arrived, I had already thought, all lies and deceit !!!!

Hallo, ich habe zwar von Jelly bean die Antwort bekommen, dass das Spielprotokoll gesendet wurde,es ist aber in Wirklichkeit nichts angekommen, hatte ich mir schon gedacht, alles Lug und Betrug!!!!

Andreas: the casino sent the log to my email.

JellyBean casino:

I have checked the game log and the winnings originating from 3.1.2021. Andreas made €50 deposit + got €50 bonus.

Andreas kept his bets low (according to T&C). However, he two times bought in-game feature on game Book of Gold: Multichance which value was €20 each.

If we look into the rule: 

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."

Andreas bought 12 free spins for €20, so the single spin/bet value was €1.667 and therefore he didn't breach the casino terms and conditions.

So my payout of € 1000 is compliant. Then why doesn't Jelly Bean pay out the money?

Also ist meine Auszahlung von 1000 € regelkonform. Warum zahlt dann Jelly bean das Geld nicht aus?

I made a mistake, the rules were adhered to and nothing stands in the way of a payout, or am I wrong?

Hab mich vertan, die Regeln sind eingehalten worden und einer Auszahlung steht somit nichts mehr im Wege, oder täusche ich mich?

We would like to ask the Jellybean 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’.

Andreas, you didn't breach the casino terms and conditions, and the casino should pay you.

I think so too, what can I do if Jelly Bean does not express itself. Should I then officially file a complaint for fraud?

Greetings Andreas

Das finde ich auch, was kann ich tun wenn sich Jelly bean nicht äußert. Soll ich dann offiziell Anzeige wegen Betruges beantragen?

Gruß, Andreas

In this case, I believe that the casino made a mistake. Please contact their license authority :

http://www.gaming-curacao.com/#section-contact Explain to them the situation and the conclusion about what I find from the log.

Please let me know when you submit the complaint to the licensing authority.

Do you have an address or email from the license or approval authority?

Warm wishes

Andreas

Haben Sie eine Adresse oder Email von der Lizens,bzw Genehmigungsbehörde ?

Lieber Gruß

Andreas

Unfortunately no. Curacao has 4 licensing authorities (master license companies). This licensing authority is not rated very well, and communication with them is also problematic. But you should try it.

Unfortunately, we can't do more in this case. After we checked the game logs, we believe that the casino should pay the player his winnings. Therefore we are closing this complaint as "unresolved".