Jazz Casino Support and Complaints Thread

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My name is David Wynters With Jazz Casino and Sportsbook. I am here to assist you. Feel free to reach out to me via this forum.

Welcome to LCB David! Thank you for being available to assist our members! 

Hi David, welcome to LCB! 

Wecome to the forum, thanks for being here to assist our members.

Hi David,

Welcome to LCB forum! Glad to have you here to assist our members! 

Welcome to LCB forum David! 

Welcome to the forum David Wynters 

Hi everyone,

My name is Victoria. I'm an affiliate manager at Top Affiliates. At this moment we promote Jazz Sports and Casino. This brand is very steady, has been on air since 1994. 

I'm here for whatever you guys need. I will be more than happy to assist you.

We have many BENEFITS if you have questions feel free to reach me out.

Cheers,

Victoria

Welcome to LCB forum Victoria! Thank you for being available to assist our members! 

hi Victoria, welcome to our forum! 

Welcome to LCB forum Victoria! 

Hello Victoria, welcome to LCB forum! 

Thank you guys :)

Hello, I am having a major issue with jazz casino. They have locked my account and accused me of cheating which is an absolute joke. They are refusing to pay me or give me any information. Please help! I can give all the details but these guys are trying to steal 90k

Hello Victoria, do you still work with jazz? I am having a major issue with them refusing to pay and accusing me of cheating, please help

Hello Rjs004,

Please send me your casino username to private message inbox and we'll ask the Casino Representative to check what's going on.

Hello Rjs004,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. Please keep an eye on this thread for updates.

Thank you!

Hey Sydney I guess just let it be fir now, guy just called me saying if I post another bad thing he isn't gonna pay me regardless, it's just an awful situation for me. 

Hello Rjs004,

Have you managed to reach an agreement with the casino?

I wish, no, account still blocked, they won't even really talk to me at all. Guy just called today and said he got contacted about me saying bad stuff online and if I lost anything else I'll never see a dime. All they are saying now is hopefully we have an update by the 15th, which would be almost 2 weeks of my account locked without any reason besides "we think you cheated"

Hello Rjs004,

Ok, let's see what they'll reply to us about this. We'll keep you updated.

Hello Rjs004,

The Casino Representative says that they are looking into your account and they'll get back to us as soon as they have a resolution. We'll keep you updated.

Hi,

I've played online with a number of casinos for around 3 years,  I recently registered with Jazz Casino just to play somewhere different.  Prior to registering, I reached out to customer service and clarified several policies as I've been burned for $8k, $6500 and a few thousand by a couple of casinos.  I was satisfied with the answers and deposited a few hundred $'s.  A total of $2100 over a week'ish.  I was up $750 on my last deposit and it dawned on me I hadn't cashed out yet.  Before making any additional deposits I wanted to make sure the withdrawal procedures were as advertised.  As you can see, the the crypto withdrawals say within 24 hours Monday-Sunday.  When I contacted customer service to ask about my withdrawal, I was told that is for Sportsbook withdrawals.  Casino withdrawals are 24-48 hours.  I was irritated but polite and asked for an explanation as to why the distinction is not written in their terms.  I was told "there's alot of things not included on the website".  And that he doesn't have to explain why, management can do anything they want and that's the policy.  I asked for clarification again of the policy and got some nonsense about the game provider confirming the winnings and that takes time.  I've deposited more than 30 BTC over the last 2.5 to 3 years and only play a handful of game providers.  Bitstarz and every other casino I play payout the same games inside of 10 minutes.  Nevertheless, I looked up their dispute resolution policy and per the process listed, contacted customer service and asked for a supervisor.  More of the same rhetoric, "it's the policy because I'm telling you it's the policy".  Sadly, these are employees making business decisions for ownership and running off a new customer that was down $1400 if they just cashed out an uimpressive $700.  Awful experience I don't wish on anyone.  If you're looking for a fair casino that is happy to payout winnings, Jazz Casino is not your destination.  Do some research...there's a few out there that are above board.

My member ID is J******* - FYI, I only have a transcript of one of the chat sessions but there's plenty to validate my concern.

Thanks!

Hello Cashninja,

Thank you for reaching out to us and sharing your experience with all the LCB members. 

Really sorry that you are facing this kind of issue. We will notify Casino Rep in order to help you with this payout, and once we hear back we will let you know.

Keep an eye on this thread for any updates.

Thank you Berks! I contacted support as my login says I'm unable to login because I'm bannedjQuery34104008498403487921_1685951156644? Support said talk to you. I can't think of how I would've violated your policies but if I did, I apologize. Please advise. Thanks, Matt

Thank you Berks! Let me know if you need any additional info from me. Disregard previous message.  I was able to login.

We have sent an email to Casino Rep, so now we are waiting for a response from their side.

Keep you posted.

Thank you.

Hello Cashninja,

We still haven't received a response from their side. We will send them a reminder email in hopes that we can get some feedback as soon as possible.

Keep an eye on this thread for any updates.

Thank you.

I decided to use some of my bonus chips for LCB in the gift shop for Jazz's 50 free spins. After receiving the free spins, I activated the 50 spins and began playing. I played with about 21 of them and I had to log off my computer for a minute and 30 minutes later when I logged back in to finish playing, the spins had disappeared. I reached out to support which is only accessible by submitting a ticket and they reached out and told me that the spins were added back and of course they were not under the bonus section in my account as they once were. Then I was advised to use Google browser and clear my cache and cookies which I had already done. I never heard back from them. Then before i actually logged in to play, I knew I had free spins from LCB, I get a phone call from some guy at Jazz Casino telling me they had added a surprise in my account. Like as if they had just awarded me some free spins and never said anything about them coming from LCB. I was surprised that a rep called me up during my busy day to tell me about a free spins that I already knew i had. I didnt give them consent to call my mobile phone or even text me. I thought this was a strange and quite odd .. So the 50 free spins turned into 21 free spins, which I won the whooping sum of .99 cents.  

Hello bry60195,

Really sorry to hear that you are encountering this kind of issue. Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to help you?

Thank you in advance.

So Its been one whole day and they still cant figure out how to credit me with the rest of the free spins I was given. Here is the last message I received from them.

Sorry for the delayed response. We really appreciate your patience. 

We have received the response from our Casino Team and they told us that this code is for the Heart Desire game, please try to use it there and keep me posted. 

If you need assistance with anything else, please feel free to contact us via Chat, Phone, or via this channel and we will gladly assist you.

Alex K.

The funny thing is that they dont even have a live chat as it states in the message.  Just a way to submit a ticket.

They wont even grant me the free spins I am owed, I cant imagine trying to make a withdrawal with them.  After that strange phone call from the casino rep yesterday that was so odd to say the least, when I checked my emails, the same casino rep emailed me and told me that he basically had a depositors bonus for me. after this whole issue about the free spins, I decided to email him and just reply to the casino email for him. The email kept coming back as undeliverable and blocked and it wasnt a no-reply type of email. It was the email stated within the email at the bottom charlie@jazzcasino.com. This person had the audacity to randomly call me without consent but yet gave me an email address that was undeliverable and blocked. If you decide to deposit, I would suggest not using any type of debit or credit card and use Bitcoin or Litecoin. I wouldnt recommend this casino to my enemies.

UPDATE: They finally gave me the rest of the fre spins I was owed. Its took them a day and a half but I finally received them. I doubt that they actually do instant withdrawals or withdrawals that they claim take about 1 to 2 hours when it took them over a day just to credit my free spins.

Hello bry60195,

Great news. We will close this complaint and mark it as Resolved.

Jazz casino is the worst casino I have ever played for in my life. I see why they don't have a representative here, because they are so bad, no one is willing to represent them, at first when I signed up I was excited because they offered a lot of games though Evolution and the like but on day 1, I noticed some things.

I would be playing Live Roulette or Live Baccarat and every now and then when I place a bet, the site would say (BET REJECTED). I thought, okay, something just happened, a glitch. The issue is when I place a bet and it is rejected, the amount I bet is counted as a LOSS, and not returned. So imagine betting $25 on Red in Roulette, in the middle of the spin TEXT appear saying (BET REJECTED) and $25 still being subtracted from your account, as in a LOSS. On Day 1, this happened 3 times to me. Me and my buddy joined Jazz casino the same day and believe it or we BOTH had bets rejected, both counted as losses!!

On Day 2, it happened twice, Day 3 again. I had to contact Customer Support, and they asked me all type of questions, i.e. what browser are you using, clear my Cache, but that has nothing to do with the SITE saying BET REJECTED, and the money missing. So the representative would tell me, they are sending the issue to Management for review and it take like 24-48 hours....half of the time the money is placed back in your account and the other times it is not. I believe Jazz casino is counting on you not contacted support or just not noticing that they are stealing wagers from you. If for example they have 10,000 players playing a day and they reject 100 bets an hour and only half the people contact support, then jazz casino get to keep the money they stole.

This is the main issue I have with them. Another issue I have is withdrawals. I understand a online casino saying you have to bet your deposited amount to withdraw (they are hoping to keep a percentage of your deposit as ALL BETS will bets carry a house edge). But if you deposit and take no BONUS at all, and still play your Deposit amount, they still may reject your withdraw. On 3 occasions, they rejected my withdraw because they claim I have not bet my Deposited amount. This has been a lie. They just don't want you to withdraw at all. If you play long enough, the house edge is going to eat you alive, so their is to hinder you from all withdrawals.

Another issue which is he one I hate the most is being logged off in the middle of a hot streak. About 2 weeks ago, I was playing CASH OR CRASH. This is a game that pays up to 18,000X. Their are 28 balls in a bingo type machine, 9 are red, 18 green and one yellow. Every time a green ball is pulled, you go up a level on payouts and you have the option to CASH OUT or CONTINUE. If a Red ball is pulled you CRASH and lose everything. So I was playing about 30 minutes and got to a potential life changing win. I got to level 16 out of 20, which pays 500X to 1 and the unbelievable happened...you got it, I was logged out the website by Jazz Casino. When I logged back in, the Game Crashed, and effectively loss a 550x-1 payout on a $50 wager. This would have been a 27,500 win, but off course Jazz casino could not allow it. So for this and many other reasons DO NOT SIGN UP with THEM!! RUN FOR THE HILLS!