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I am being heavily abused by Jungliwin casino so I opened this claim in an attempt to get help for the big theft they are doing to me :(

I am the Jungliwin customer Fern*** G*** email: fe***i@hotmail.com

On the 20th of June I registered at this casino, after that I deposited and joined the 1st deposit bonus, played and got a balance of €1463. Then I requested a withdrawal of €1463, a few days later as they hadn't paid me, I questioned them and their answer was that my account had been blocked due to account duplication. I was super annoyed because I don't have duplicate accounts, I asked Jungliwin to give me proof of this duplication but they didn't give me any proof, I offered to send my documentation for the KYC process they didn't want to,.. anyway it's revolting when a bookmaker gives us do this, because we will deserve what they want to do to us :( after much insistence to pay me my balance, they only and today paid the amount of my deposit, that is, of the 1463€ they only paid me 298€! this is revolting because they are to injure me and rob me of 1160€ :(

I don't know what else to do so I open this complaint in an attempt to get help so that this situation ends justly! I never had and still have duplicate accounts at jungliwin and it's strange that this company accuses me of duplicating an account when they didn't even do the KYC process for me :( be only 298€ :(

I am available for whatever is needed, I just want justice, I want to receive my missing €1160! I don't want wars, defamations,..I just want the money that is mine and that jungliwin wants to steal from me! :(

Hello ferdigoi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jungliwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered in the casino? How many times did you deposit and how many bonuses did you claim since then? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I will be happy to answer all your questions in a precise way, recounting everything that happened. I am at full availability for everything to be clarified.

I am registered with Jungliwin since 20-06-2023

I deposited once and played a single bonus

The last time I spoke with jungliwin about this unfortunate situation was on 25-06-2023

I can send prints confirming all of my answers.

Hello ferdigoi,

Did the casino forward you any kind of evidence of multi-accounting or any exact information regarding the account closure?

Hello, no, the Jungliwin casino has not sent me any kind of evidence or proof of what they accuse me of, that is, that I have multiple accounts.

I asked jungliwin several times to send me proofs and they were never sent. I've also been sending some messages to jungliwin in an attempt to get them to pay me the amount they owe me but I almost don't get a response they say they forwarded the message to the department, the days go by and they don't pay me 🙁

Olá, nao, o cassino Jungliwin nao me enviou nenhum tipo de evidencia ou provas daquilo que me acusam, ou seja, que tenho contas multiplas.

Solicitei diversas vezes á jungliwin que me enviasse provas e nunca foram enviadas. Tambem tenho enviado algumas mensagens á jungliwin na tentativa de que Eles me paguem o valor que me devem mas quase nao obtenho resposta dizem que encaminharam a mensagem para o departamento, os dia passam e nao me pagam 🙁

Thank you ferdigoi for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, thank you very much for your availability and I await your help in the hope that jungliwin will pay me the 1160€ he owes me. Yesterday I sent new messages to Jungliwin in an attempt to ask them to pay my money, but so far they have not responded to the specific question, they simply responded in the way you can see in the image below 🙁

what I want most is for this whole situation to be resolved serenely and I remain 200% available to collaborate and clarify whatever is necessary.

Olá, agradeço imenso pela vossa disponibilidade e aguardo vossa ajuda na esperança que jungliwin me pague os 1160€ que me deve. Ontem enviei nova mensagens á Jungliwin na tentativa de apelar para que paguem meu dinheiro, mas até ao momento Eles nao responderam á questão concreta , simplesmente responderam da forma que pode ver na imagem em baixo 🙁

o que mais quero é que toda esta situação se resolva serenamente e continuo disponível a 200% para colaborar e clarificar o que for necessário.

Hello ferdigoi,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Jungliwin Casino to join the conversation.

Dear Jungliwin Casino,

Can you please provide information regarding the player's supposedly multiple accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Michal and ferdigoi,

We are reaching out to inform you that we have successfully processed a full refund to FERDIGOI, totaling 1463 EUR. We have also notified the player about the refund via email. Kindly resolve the complaint upon receipt of the refund.

We sincerely appreciate your understanding and cooperation in this matter.

Best Regards,

Jungliwin Casino Team

Thank you for your response, Jungliwin Casino Team.

Dear ferdigoi,

As per the Jungliwin Casino Team response, your refund was processed from their side, please let me know once you successfully receive it so we can consider this complaint to be resolved.

Hello, I confirm receipt of the amount mentioned 🙂 I would like to leave words of thanks to Jungliwin, for having reviewed this whole situation and for having acted fairly by paying my outstanding balance 🙂

I also want to thank the precious help I received from casinoguru, who always coordinated this whole process fairly and in an attempt to find the best solution for both parties, I am very grateful and grateful.

I wish Jungliwin and casinoguru every success 🙂 Thank you for your excellent cooperation!

Olá, confirmo o recebimento do valor mencionado 🙂Quero deixar palavras de agradecimento á Jungliwin , por terem revisto toda esta situaçao e por terem agido de forma justa pagando meu saldo que estava em falta 🙂

Quero também agradecer a preciosa ajuda que recebi do casinoguru, que sempre cordenou todo este processo justamente e na tentativa de encontrar a melhor soluçao para ambas as parte, estou muito grato e agradecido.

Desejo os maiores sucessos á Jungliwin e tambem ao casinoguru 🙂 Obrigado por vossa excelente colaboraçao !

Great news, ferdigoi. I'm glad to hear that you successfully received all the funds.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru