5 months ago
I have exactly the same problem.
Sent email with reference to gambling addiction, never received a response or account closure.
Casino Guru refuses to help despite clear evidence
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Jungliwin Casino - general discussion (page 3)
5 months ago
Same here. What evidence did you have?
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5 months ago
I made a video of how I log into my email account and show the email.
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5 months ago
This is a really shady casino, they take money from gambling addicts and stated that they never received my email where I inform them about the game problem, I was able to prove with the help of a third party that the email was sent to them and delivered successfully and they received the email. They didn't take action (on purpose? Or due to human error) after this when I sent them strong evidence of the nature of my complaint they took the complaint back for processing, it's been 2 weeks and I haven't received any response from them, day after day I get responses "the matter is being processed, you will receive a response today" every day the same song. And there is no answer. They informed me that I need to do a verification to get my refund request I did the verification I did everything they asked but still you don't hear anything from them. I think it's really irresponsible.
you can read on askgamblers website and Trustpilot website that I am not the only one who suffered from their activities. So jungliwin casino are you going to react?
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5 months ago
Hi, it's certainly not appropriate if you get the same answer every day and you're getting nowhere in your situation.
However, I read from your complaint that you have contacted a licensed authority. Have you had any response from here ?
As far as refunds are concerned, I noticed that you had to do a verification and you have fulfilled everything, but so far nothing has happened in this case either. The casino hasn't given a reason why this is the case and keeps repeating the same thing ?
Anyway, I will be glad if you update us if there is any new information.
5 months ago
I have exactly the same problem.
Sent email with reference to gambling addiction, never received a response or account closure.
Casino Guru refuses to help despite clear evidence
Automatic translation:
5 months ago
Hello, according to the complaint you had open with us I found the following explanation for your problem:
"As the casino has a process to do self-exclusion (contacting the VIP manager in this specific case), the player has to follow it. The live chat redirected you to your manager where you did not mention any gambling issues at all. Asking for limitation could mean anything (deposit limit, betting limit, time limit, bonus limit) and as long as there wasn't a concrete request for self-exclusion, the casino is not obligate to do so. "
I'm not sure what more to add if you didn't follow the procedure that was suggested to you.
5 months ago
In reopening my complaint, I provided evidence of the email containing my gambling addiction to the VIP manager exactly as requested.
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5 months ago
To clarify: On May 30, 2023, I sent the casino support an email informing me of my gambling addiction. At this point I still had almost €6,000 in my account. I tell the casino that I am addicted to spray, was the casino to close my account and pay out the money separately. I also told the casino that I would otherwise be afraid of gambling everything away again and asked the casino not to gamble away my winnings again using my gambling addiction.
In response, I received an email with a personal VIP manager on May 31st, a day later. The first thing I told this VIP manager was to make my withdrawal and restrict my account.
I never received a reply to my email informing me of my gambling addiction and my account was not blocked either.
I really can't do anything more or prove it.
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5 months ago
Hi, I deleted my answer because it contained a lot of information about the case and my evidence and the casino's negligence. I informed the casino initially that I want to settle the case amicably. I just got a reply from them that the investigation is still in progress. I do not understand.
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5 months ago
To clarify: On May 30, 2023, I sent the casino support an email informing me of my gambling addiction. At this point I still had almost €6,000 in my account. I tell the casino that I am addicted to spray, was the casino to close my account and pay out the money separately. I also told the casino that I would otherwise be afraid of gambling everything away again and asked the casino not to gamble away my winnings again using my gambling addiction.
In response, I received an email with a personal VIP manager on May 31st, a day later. The first thing I told this VIP manager was to make my withdrawal and restrict my account.
I never received a reply to my email informing me of my gambling addiction and my account was not blocked either.
I really can't do anything more or prove it.
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5 months ago
I think it is quite clearly described in the statute because I also found this in the complaint from Nick: "I've went through all the screenshots you provided with the VIP manager but there isn't anywhere mentioned that you have any gambling issues or addiction so there is no way they should know about it.
The live chat gave you instructions to contact the manager in order to self-exclude yourself but all the conversations were about withdrawals and bonuses, not a single mention of any gambling problem."
And thus our team found that the self-exclusion was not requested as it was correct according to the casino's Terms of Conditions. Also, when you talk about the reopened complaint, did you ask for it now or in the past when you solved this problem ?
5 months ago
Hi, I deleted my answer because it contained a lot of information about the case and my evidence and the casino's negligence. I informed the casino initially that I want to settle the case amicably. I just got a reply from them that the investigation is still in progress. I do not understand.
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5 months ago
I understand, and so I see that you want to resolve the case amicably.
However, you replied to something that was not written for you but for the other player. I wrote to you that I saw from your complaint that you were contacting the licensing authority and I asked you if you had received any reply. I assume that the fact that the investigation is still ongoing will be the answer from them.
5 months ago
Okay, I'll try to explain the whole thing again.
I contacted the casino via the support email on May 30, 2023, reported my gambling addiction, said that I was afraid of gambling the money away again and asked the casino whether they could close my account due to gambling addiction and whether then My payout is still processed normally.
I did not receive a response to this email, but was assigned a VIP manager a day later on May 31, 2023. So I wrote to the VIP manager and asked again about restrictions on my account. I assumed that the VIP Manager was the answer to my email, along the lines of providing me with someone who could help me with this problem.
After he told me that I couldn't set any limits in my account, I also asked the VP Manager to block my account. He just told me that it was not possible to close the account with a balance.
So, I contacted Live Chat again, who told me to contact VIP Manager. But I've already done that, several times.
Nevertheless, I have been waiting the whole time for a response to my email of May 30, 2023, in which I clearly and explicitly stated gambling addiction.
As I said, I assumed that the VIP manager was supposed to help me with this.
They say that I should contact the VIP management of my gambling addiction directly. At the time of my email, on May 30, 2023, I didn't have a VIP manager yet. So I reported my gaming addiction to the support email.
I have also often asked the VIP manager how exactly I can restrict my account, that I am afraid of losing my money and whether he can help me with this. At this point it was actually clear to me that the VIP manager was supposed to help. So I asked him if my withdrawals could be accelerated so I could finally close my account. Of course, I had full access to my account during this time and also gambled away all the money, whereupon I was offered bonuses.
What I can tell you is that on May 30, 2013 I legally requested an account blocking due to gambling addiction, which was never processed. Assigning a VIP manager didn't help either, as they didn't help me with this either. I did everything in my power to alert the casino to my gambling addiction.
I have also read the terms and conditions and behaved correctly and applied for a legally binding account blocking. However, this was not carried out.
As a result, I was able to gamble away all my money again. In my opinion, I should be reimbursed for losses from May 30th until my account is finally closed, minus withdrawals in relation to deposits.
As I said, I requested an account blocking, this was not carried out and the VIP Manager did not help me either.
What else was I supposed to do?
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5 months ago
Hello, as many have written here and surely as you know it is almost impossible to get in touch with the curaco authority, that is, I have not been able to contact the curaco licensing authority despite numerous attempts.
and the matter is pending from jungliw's side, because I provided them with solid proof that supports my claim and does not support their claim, on the basis of which they initially denied my refund request. They re-processed my request and honestly I got an email today that I literally didn't understand a thing…
it may take several weeks to receive the next email, I'm not confident that I'll even get a reply from them anymore.
Edited by author 5 months ago
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5 months ago
Hi Jaro, I received an email from the casino and I'm having problems interpreting and understanding it. I still don't understand what they want from me. I have sent Josef an email 2 weeks ago regarding my case and complaint, but unfortunately I have not received a reply.
because it takes a long time to get answers from the casino, it takes several weeks and I would like to finally finish this complaint. Is there anyone here who can help me?
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5 months ago
Okay, I'll try to explain the whole thing again.
I contacted the casino via the support email on May 30, 2023, reported my gambling addiction, said that I was afraid of gambling the money away again and asked the casino whether they could close my account due to gambling addiction and whether then My payout is still processed normally.
I did not receive a response to this email, but was assigned a VIP manager a day later on May 31, 2023. So I wrote to the VIP manager and asked again about restrictions on my account. I assumed that the VIP Manager was the answer to my email, along the lines of providing me with someone who could help me with this problem.
After he told me that I couldn't set any limits in my account, I also asked the VP Manager to block my account. He just told me that it was not possible to close the account with a balance.
So, I contacted Live Chat again, who told me to contact VIP Manager. But I've already done that, several times.
Nevertheless, I have been waiting the whole time for a response to my email of May 30, 2023, in which I clearly and explicitly stated gambling addiction.
As I said, I assumed that the VIP manager was supposed to help me with this.
They say that I should contact the VIP management of my gambling addiction directly. At the time of my email, on May 30, 2023, I didn't have a VIP manager yet. So I reported my gaming addiction to the support email.
I have also often asked the VIP manager how exactly I can restrict my account, that I am afraid of losing my money and whether he can help me with this. At this point it was actually clear to me that the VIP manager was supposed to help. So I asked him if my withdrawals could be accelerated so I could finally close my account. Of course, I had full access to my account during this time and also gambled away all the money, whereupon I was offered bonuses.
What I can tell you is that on May 30, 2013 I legally requested an account blocking due to gambling addiction, which was never processed. Assigning a VIP manager didn't help either, as they didn't help me with this either. I did everything in my power to alert the casino to my gambling addiction.
I have also read the terms and conditions and behaved correctly and applied for a legally binding account blocking. However, this was not carried out.
As a result, I was able to gamble away all my money again. In my opinion, I should be reimbursed for losses from May 30th until my account is finally closed, minus withdrawals in relation to deposits.
As I said, I requested an account blocking, this was not carried out and the VIP Manager did not help me either.
What else was I supposed to do?
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5 months ago
Hi, I'll talk to Nick who solved this complaint and we'll see what I find out. For now it will be good to be a bit patient.
5 months ago
Thanks!
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5 months ago
Hi Jaro, I received an email from the casino and I'm having problems interpreting and understanding it. I still don't understand what they want from me. I have sent Josef an email 2 weeks ago regarding my case and complaint, but unfortunately I have not received a reply.
because it takes a long time to get answers from the casino, it takes several weeks and I would like to finally finish this complaint. Is there anyone here who can help me?
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5 months ago
I talked to Josef and he told me that he will write you back on your emails. Feel free to send him what you didn't understand from what the casino sent.
However, what I can suggest is that you try filing a complaint here on this link: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint
From there, the licensing authority should write you back, although it may take a little longer. Will you try it ?
5 months ago
Hi, I have tried the impossible to reach. + this Casino does not have antillephone license but they own a sublicense. My hands are pretty much tied.
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5 months ago
I would be more than happy if Josef could be of help. Clearly the casino wants to resolve my complaint but their communication with me is impossible. After all, they responded to Josef and my complaint.
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5 months ago
Hi, Joseph and I were talking and we came to the fact that we referred to the wrong link. This should be the right one where you can file a complaint: https://www.gaming-curacao.com/
At the bottom of their site there is simple form for submitting the complaint.
He also told me that he has already written you back, so as far as the reply is concerned you should have it by now.
5 months ago
Okay, I'll try to explain the whole thing again.
I contacted the casino via the support email on May 30, 2023, reported my gambling addiction, said that I was afraid of gambling the money away again and asked the casino whether they could close my account due to gambling addiction and whether then My payout is still processed normally.
I did not receive a response to this email, but was assigned a VIP manager a day later on May 31, 2023. So I wrote to the VIP manager and asked again about restrictions on my account. I assumed that the VIP Manager was the answer to my email, along the lines of providing me with someone who could help me with this problem.
After he told me that I couldn't set any limits in my account, I also asked the VP Manager to block my account. He just told me that it was not possible to close the account with a balance.
So, I contacted Live Chat again, who told me to contact VIP Manager. But I've already done that, several times.
Nevertheless, I have been waiting the whole time for a response to my email of May 30, 2023, in which I clearly and explicitly stated gambling addiction.
As I said, I assumed that the VIP manager was supposed to help me with this.
They say that I should contact the VIP management of my gambling addiction directly. At the time of my email, on May 30, 2023, I didn't have a VIP manager yet. So I reported my gaming addiction to the support email.
I have also often asked the VIP manager how exactly I can restrict my account, that I am afraid of losing my money and whether he can help me with this. At this point it was actually clear to me that the VIP manager was supposed to help. So I asked him if my withdrawals could be accelerated so I could finally close my account. Of course, I had full access to my account during this time and also gambled away all the money, whereupon I was offered bonuses.
What I can tell you is that on May 30, 2013 I legally requested an account blocking due to gambling addiction, which was never processed. Assigning a VIP manager didn't help either, as they didn't help me with this either. I did everything in my power to alert the casino to my gambling addiction.
I have also read the terms and conditions and behaved correctly and applied for a legally binding account blocking. However, this was not carried out.
As a result, I was able to gamble away all my money again. In my opinion, I should be reimbursed for losses from May 30th until my account is finally closed, minus withdrawals in relation to deposits.
As I said, I requested an account blocking, this was not carried out and the VIP Manager did not help me either.
What else was I supposed to do?
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5 months ago
Hi so I have finally spoken to Nick who dealt with your complaint and we have looked at the evidence you emailed him and so I would like to let you know that your complaint will be reopened.
I hope that it will have a good outcome in the end. My fingers are crossed for you.
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