Lucky Jungle Casino - Player seeks refund due to lack of support from casino.

I have unfortunately been suffering from gambling addiction since 2020. I am on a self-imposed gaming break, but I relapsed and registered at Luckyjungle.com in September/October 2023. Since then, I have been spending approximately €600-€1500 per month.

I sent them an email after experiencing continuous losses in recent months and facing financial difficulties. I admitted that their site contributed to my gambling issues. I sought some form of goodwill refund due to significant shortcomings on their part, which led me to continue gambling despite the losses. For instance, I pointed out their lack of "duty of care" as they did not issue any warnings despite me playing for 12-13 hours during nighttime. There was no KYC (Know Your Customer) process, nothing at all.

Dear Wildcat434,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckyjungle.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted the casino in order to request protection from further gambling?
• Would you be so kind as to forward me such requests that you sent to the casino? My email address is tomas@casino.guru
• Have you received any responses from the casino?
• Is your account currently blocked?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Thomas,

I contacted them and described my situation. They blocked me from playing on their website, but still get into their website. However, they have removed my history from October on deposits.

I have pointed out their shortcomings in an email, but they believe that they have done everything to protect me by notifying me of this during registration (so responsible gambling). They deny that there have been any flaws and refer to their team contacting me several months ago and asking if I'm ok with losing my money, to which I said yes. It was during that period when I played for a smaller amount and did not spend whole nights and continued during the day with approx. 1-2 hour breaks in between. I have also announced that I have a job. If I play 9-10 hours at night and then go and be at work for 9 hours, that leaves about 5-6 hours at most to catch up with housework, sleep and take care of children. How is that possible? If anything, it should be clear that something is wrong. It has also never asked me about my source of income or a KYC so to feel better, which is a requirement of MGA.

I have now requested all history from October 2024 on active play time, time stamped deposits and withdrawal history and also all communication with them via chat. I also told them about their aggressive marketing of bonuses via SMS, email and calls to make an additional deposit for the next bonus in the chat.

I have never asked for protection myself until I asked them to shut me down because they protect me poorly. This as gambling addiction is a disease and having to take such a step on your own is difficult. It is the casino's job to raise a red flag because something seems to be wrong when a player is active and plays all night. Make deposit after deposit and just lose. They themselves have to come in and cancel and stop one from making any further deposit when they notice something is getting out of hand.

Thank you for taking the time to read and I wish you a Merry Christmas 🙏🏼

Thanks for the detailed explanation of the situation.

Kindly share any evidence of your claims against the casino to my email at tomas@casino.guru

If you believe the casino should have asked for KYC and proof of funds based on its license obligations, your best course of action would be to inform the licensor directly. We don't mandate online casinos to provide this sort of protection and can't penalize the casino for lack of action in this regard.

As far as the player protection you requested from the casino, we would need evidence from you to proceed with the complaint, such as the communication between you and the casino.

Please understand that we are powerless to confront the casino without any evidence.

I'll wait for your reply.

Hi Thomas,

I have requested data on my communications and deposits on LuckyJungle and am awaiting a response from them.

Please

Dear Wildcat434,

Have you received any response to your request for communication from the casino?

Please let me know.

Hello,

I received an email saying they have 30 days to give me what I have requested so I am awaiting a response 🙏🏼🌹

Please share the email you received from the casino and any other supporting evidence to my email at tomas@casino.guru

Hi Thomas,

I have sent you email.

Please

Thanks for your email.

The Chat history you provide is password protected and password information is unavailable, kindly send me the information to my email.

Thanks for your understanding.

I have sent you the password🙏🏼

Thanks for your patience.

I understand that your situation must be difficult. I reviewed your communication with the casino; unfortunately, I have no good news.

From the circumstances you are describing and based on the communication you submitted we have to conclude the casino protected you after you informed them about your gambling problem which is what we would expect serious online casinos to do in your situation.

From our point of view, the casino should protect you from further gambling after you inform them of your gambling problem, which it seems the casino did. Unfortunately, the protection you refer to was either not activated by you or not available.

After careful consideration, your complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with this or any other casino in the future.