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  • Base Chat Transaction Issues Form

  • Has our support already created a ticket for you regarding the issue that brought you here?*
  • Has the deadline stated on your ticket already passed?*

  • Thanks for reaching out! We understand you'd like a quicker resolution, but we still need some time to address your issue. However, if you have any urgent updates that might expedite the process, please reply to the last email you received regarding this issue. Please, contact us if the deadline ends and you have not been contacted regarding the issue.

  • Select what you have an issue with*
  • Is the person who created this account the same person who paid for the deposit related to the transaction you're having issues with?*

  • Unfortunatelly, depositing with someone else's money is part of why some transactions fail and it's also a violation of the site's rules. We may need to contact the payment provider to fix this issue, which may take some time. 

  • Is the person who deposited old enough and legally allowed to gamble?*
  • Do you confirm having checked in the last hour that the money has not returned to the account it came from nor has it reached the destination account?*

  • Please, check https://support.jon-help.com/hc/articles/15743798387485  

     
  • Do you confirm none of the withdrawal related issues listed on the link above apply to you?*

  • Tax ID of your account 

    • Brazil: CPF,
    • Mexico: CURP

  • Government Issued ID

    The front and back of your ID card, Driver's License or Passport

  • Ensure that the document you submitted:
    ① Has not expired,
    ② Displays all four corners,
    ③ Is not blurred,
    ④ Is not a scan or screenshot of the actual document,
    ⑤ Includes the tax ID/CPF of the person who paid (If applicable).

    Additionally, consider that submitting documents with these issues may delay or prevent the resolution of your case.

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  • Proof of payment of the deposit in question

    Payment Proofs or Invoices should contain:

    ① Full name,

    ② date and time,

    ③ value and,

    ④ if applicable: PIX identifier (32-character alphanumeric code starting with the letter "E" ex: EXXXXXXXXXXXXXXX) OR sender and recipient account information OR last four digits of card OR boleto number.

     

    •IF YOU DON'T KNOW HOW TO FIND PAYMENT PROOF/INVOICES WITH THE REQUIRED INFORMATION, PLEASE, ASK YOUR PAYMENT SERVICE FOR HELP.

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