faqs

IMPORTANT: To ensure your email is dealt with efficiently, please DO NOT send follow up emails and please also refrain from sending/creating multiple email chains relating to the same subject/query - doing this can cause delays. 

We aim to reply to all customer emails within 2 business days via email. 

If you still require assistance and would like to contact our support team please click here.

LIVE CHAT service times:

• 9am - 4pm Monday - Friday 

If your query is regarding responsible gambling tools, please note you have the option to apply these yourself 24/7, without contacting our customers support team by clicking here. We advise you use the on-site tools as this will result in immediate action

Your withdrawal may still be pending because we require some ID documents.

Since opening your account, have you submitted the following on the website:

• Photo ID - driving license or passport
• Proof of address - utility bill dated within the last 3 months
• Proof of payment method - e.g. a photo of your registered card(s) showing the name and last 4 digits. 
  
  

If you haven't sent any of the above, this could be why your funds are still pending.

Head over to the ‘My Account’ page, click on ‘Account Details’. On this page you will be able to see a “Verification Status” section which lists the verification documents required for your account and the status of each document.

• Proof of ID - this is your Photo ID such as driving license or passport. The ‘Provide’ link will redirect you, so you can upload your document securely. You will need to take a clear photo and ‘selfie’ image. Once done, you will be redirected back to your account. You can check the status of your uploaded document back on the ‘Account Details’ page. Note, if you are on desktop, you will initially be provided a QR code to scan with your mobile, then follow the on-screen instructions.
• Proof of Address - Go to the ‘Provide’ link located next to your proof of address. You will then be redirected to a website where you can connect automatically with your utility provider. This means no need to send photos! However, if your provider is not shown, do not worry - just click the ‘I can’t see my providers’ link and you will be able to upload a photo or PDF document via our “Document Upload” service - please allow 3 working days for this to be reviewed by our team.
• Proof of Payment methods - Go to the ‘Provide’ link located next to your proof of payments. You will then be taken to the uploader page where you can choose which document you wish to upload and send to us. If you are providing a card, please ensure the middle 8 digits are covered for security reasons.

Tips:

• All documents uploaded on the website must be JPG, PNG, or PDF files.
• Ensure all documents are clear, so we can verify your details.
• Please allow 3 working days for us to review any documents uploaded on the website. We kindly request you only email us once this time has passed.
• You can always apply our safer gambling tools to your account (e.g., take a break) – this will not impact your balance or ability to be verified.

If you are having issues with any of the above, please do not hesitate to get in touch with our support team. 

If you lose connection with the game during your free spins, in most cases, the spins are still completed in the background. The associated winnings will be credited to your balance in bonus money approximately 30-45 minutes after the spins were claimed.

If the above has not happened on your account, you can try reloading the game in question and you may find the free spins are waiting to be claimed.

Another solution is to try claiming your free spins on a different device and/or browser.

If you have still been unable to claim your spins, please get in touch so we can investigate this further for you.

You can apply responsible gambling measures, such as deposit limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

You can apply your limits here.

If you require any further assistance please contact our support team: support@jumpmangaming.com

You can apply responsible gambling measures, such as deposit limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

You can apply your limits here.

If you require any further assistance please contact our support team: support@jumpmangaming.com

You can apply responsible gambling measures, such as deposit limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

You can apply your limits here.

If you require any further assistance please contact our support team: support@jumpmangaming.com

If you happen to forget your password and you can't login to your account. Simply click on the "Forgotten Password" link just underneath the login box or click here.

You will be asked to enter your username or registered email address. Once you've done that we will then send a link to your registered email address where you will be able to login and update your details from there.

We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for You, the customer.

• Your complaint should be submitted within three months of the issue occurring; and
• You should initiate contact with the Customer Care Team via complaints@jumpmangaming.com 

Your document may be declined if it does not meet the below criteria. Below is a checklist, to help ensure your document will be accepted:

• Has your document been submitted using the correct category?
• Is your proof of address document dated within the last 3 months and does it show your name and home address?
• Are all 4 corners of the document displayed clearly?
• Your Photo ID must be provided using the upload service found in ‘My Account’ > ‘Account Details’. This will give you an immediate response and there is no need to provide your document via our uploader service. 

If you have any issues, please do not hesitate to contact our friendly support team.

The only currency available for all deposits and withdrawals is GBP.

You may add up to 3 payment cards to your account.

All cards and payment methods must be owned and/or in the same name of the person registered on Wizard Slots.

You can deposit using:

• Debit Card
• Paysafe Card
• Pay by Mobile
• PayPal
• Skrill
• Neteller

You can deposit as little as £10 in one time. To receive a bonus via the Mega Reel you need to deposit £20+ (providing you haven't got a pending withdrawal at the time).

You can withdraw your real money balance (subject to withdrawal policy) but Bonus funds can never be withdrawn. You can convert your bonus balance into a real balance by meeting our wagering requirements of the bonus.

If you choose to withdraw any of your real (withdrawable) funds before completing the 65x wagering requirement, your bonus balance will be reset to £0.00.

To convert your bonus balance to cash you need to wager 65x the total amount of bonus won + any remaining bonus in the bonus balance prior to cashing out. If you decide to cash-out before fulfilling the wagering requirement, you will forfeit all remaining bonus funds. For example, if you deposit £10 and receive a combined (free spins and % match) £20 bonus, this will result in a wagering requirement of £10 + £20 (£30 total) X 65 = £1,950.

No, only bonus wagers will contribute towards fulfilling the wagering requirement. Real money wagers do not contribute.

The maximum amount which can be converted to your REAL (withdrawable) balance as a result of fulfilling the bonus wagering requirement is equal to your lifetime deposits, up to £250. For example, if you have accumulated bonus funds of £300 once the wagering requirement has been fulfilled and your lifetime deposits are £50, £50 will be transferred to real money.

Real funds will always be used to wager before bonus funds. You will only use your bonus balance when you do not have enough real money to place the wager.

There could be a variety of reasons why your bonus code/promotion didn't credit. 

Here are a few possibilities why:

• All promotional codes are only valid on the day the communication is sent out (up to 23:59 on that day), unless otherwise stated in the email. 
• Bonuses are not given when players have a pending withdrawal. Once your withdrawal has been processed, you will continue to receive bonuses as normal.

In the unlikely event of redeposit bonuses and/or free spin credits malfunctioning, we will explore and offer a remedy to the issue if the query is submitted within 7 days of said malfunction.

If you are still unsure why your bonus code didn’t work you can get in touch with our support team by email support@jumpmangaming.com.

If you lose connection with the game during your free spins, in most cases, the spins are still completed in the background. The associated winnings will be credited to your balance in bonus money approximately 30-45 minutes after the spins were claimed.

If the above has not happened on your account, you can try reloading the game in question and you may find the free spins are waiting to be claimed.

Another solution is to try claiming your free spins on a different device and/or browser.

If you have still been unable to claim your spins, please get in touch so we can investigate this further for you.

If you are playing on a mobile device, you can request a withdrawal by doing the following:

1. log into your account
2. head to the 'My Account' section, via the menu option in the top right.
3. select the 'cashier' button - this is listed under the 'Your Trophies' section.
4. select 'Make a withdrawal' from the drop-down options. 
5. here you can choose how much you wish to withdraw or select 'other' and enter the amount you wish to withdraw. 

You can verify your account by submitting the following:

• Photo ID - driving license or passport
• Proof of address - A utility bill or government issued letter displaying your full name, current postal address and an issue date within the last 3 months.
• Proof of payment method - e.g. a photo of your registered card(s) showing the name of the card owner and last 4 digits of the 16-digit long card number.
  
  

Head over to the ‘My Account’ page, click on ‘Account Details’. On this page you will be able to see a “Verification Status” section which lists the verification documents required for your account and the status of each one.

• Proof of ID - this is your Photo ID such as driving license or passport. The ‘Provide’ link will redirect you, so you can upload your document securely. You will need to take a clear photo and ‘selfie’ image. Once done, you will be redirected back to your account. You can check the status of your uploaded document back on the ‘Account Details’ page. Note, if you are on desktop, you will initially be provided a QR code to scan with your mobile, then follow the on-screen instructions.
• Proof of address - A utility bill displaying an issue date within the last 3 months, your full name and current postal address. 
• Proof of Payment methods - Go to the ‘Provide’ link located next to your proof of payments. You will then be taken to the uploader page where you can choose which document you wish to upload and send to us. If you are providing a card, please ensure the middle 8 digits are covered for security reasons.

Tips:

• All documents uploaded on the website must be JPG, PNG, or PDF files.
• Ensure all documents are clear, so we can verify your details.
• Please allow 3 working days for us to review any documents uploaded on the website. We kindly request you only email us once this time has passed.
• You can always apply our safer gambling tools to your account (e.g., take a break) – this will not impact your balance or ability to be verified.

If you are having issues with any of the above, please do not hesitate to get in touch with our support team. 

Providing that your account is verified, then as soon as you hit withdraw it begins its 72 hour pending period. Once that time period is over you should see your funds land in your account within 1-3 working days.

We apply deposit limits on customer accounts in accordance with our player protection procedures and to help ensure all our customers play at a pace which is comfortable.

This means your deposit may be declined. These limits are applied across the Jumpman network. This means if you have reached the limit on one website, it will be carried over to all others. 

Please contact keepitfun@jumpmangaming.com if you would like to increase your deposit limits. 

Please provide them with the following information with your request:

• Most recent months payslip
• Most recent bank statement
• What you would like the deposit limit to be