Jungle Raja Casino - Player hasn’t received bonus and his winnings were capped .We rejected the complaint based on evidence provided by the casino.

I have lost almost one lakh indian rupees. Yesterday i deposit 4500 applied bonus code but they didn't give me bonus amount. When my amount raise to 15000 i tried to withdraw. Then they deducted 8000 rs. They are making people fool. If i will not get my entire money i will make a police complaint.

Dear Shivchand,

Thank you very much for submitting your complain. I’m sorry to hear about your problem. Could you please specify which bonus you have tried to activate? I would like to check promotional terms and conditions. Additionally, please advise if you have redeemed any bonuses in the past and if you tried to communicate this issue with the casino. Any relevant communication could be forwarded to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Jungle raja stolen 8000 from my account?? I had 15000 in my account i tried to withdraw then it was showing error after 5 min my account balance decrease to 7000

Dear Shivchand,

I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. Could you please specify which bonus you have tried to activate? I would like to check promotional terms and conditions. Additionally, please advise if you have redeemed any bonuses in the past and if you tried to communicate this issue with the casino. 

All requested information is essential if we wish to proceed with the case. Thank you in advance.

On 01-06-2020 they deducted 8000 rs inr fro. My account. Today they are saying that i deactivate my 8000 rs bonus. Totally cheater. Why i will deactivate my money

Dear Shivchand,

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

You should ask to them which bonus they deducted. It was my money, they are giving excuses that it was bonus.

Thank you very much Shivchand for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hoping for best

Hello Shivchand,

I am very sorry to hear about your issue. I will do my best to help you.

Dear Jungle Raja Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Hello Shivchand,

I represent JungleRaja Casino.

We are very sorry to hear about this loss. At JungleRaja we strongly encourage responsible gambling and playing for fun.

Customer satisfaction is always a number one priority for us. And we can assure you that we run a fair and fully regulated game environment for thousands of happy customers.

As per our investigation the customer has manually canceled his bonus on his part. All customers take responsibility for activating or canceling a bonus and we do not take responsibility for such actions.

Also please note that for solving this case we can send evidence of manual cancelation of the bonus on the customer side only to a representative of the website. And they may fully contact us at complaints@jungleraja.com for solving the case.

Kindest regards,

JungleRaja Casino Team

Thank you JungleRaja for the update. We are assuming the player was playing with real money, is that true? He stated he applied bonus code but didn't receive bonus amount. May I ask why 8000 rs have been deducted?

Hello Zuzana R,

Please kindly note that the customer has activated the bonus on top of the deposit and received bonus funds to his account playable balance. Subsequently, when the customer canceled the bonus on his part, bonus funds that were given to him, as well as funds won using the bonus funds, were deducted from his balance, in accordance with the Bonus rules, which can be freely found for reading on our website.

We can provide evidence of bonus activation as also that the bonus was manually canceled by the user to a representative of the website. And they may fully contact us at complaints@jungleraja.com for solving the case.

Kindest regards,

JungleRaja Casino Team

Thank you JungleRaja for your quick reply. You can forward me all the evidance to zuzana.r@casino.guru.

They didn't gave a single bonus when i deposited money. But when i tried to withdraw the money then it was all bonus. So funny.

Dear Shivchand,

We would like to kindly assure you that any actions with the bonus are being recorded in our system, including its activation and subsequent cancelation on your part.

Please kindly be informed that we have forwarded the requested evidance to the email that was provided by Zuzana R. for them to check it and let us know if anything else is needed.

Kindest regards,

JungleRaja Casino Team

Dear Shivchand,

we received the evidence showing that you have received bonus NEWKING 55% on 1/6/2020 upon deposit 2 500 INR, so bonus money received was 1 375 INR. You probably tried to withdraw before wagering was fulfilled, maybe you were not aware you were playing with the bonus. Bonus money plus winnings from bonus were therfore deducted.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint based on the supporting evidence from the casino. Thank you in advance for your reply and understanding.

Wrong information, i deposited 4500 rs and didn't get any bonus. 2500 rs was my first transaction and i received bonus and lost entire, such a cheater they are.

On my first comment clearly i have written i deposited 4500 rs and you saw an evidence for 2500 hundred. I think you are supporting to jungleraja casino. Thank you for support i have to raise a complaint and will start a compaign aginst online casino they dont make a fair game.

Dear Shivchand,

I have one more question for you. Did you play the deposit of 2 500 INR untill your balance was zero and then you deposited additional 4 500 INR?

Of course i lost all then i deposited 4500. Otherwise there no need to add more money

Dear JungleRaja Casino,

may I request the player's game history to see if the bonus was played and lost on this date? Thank you a lot in advance for your help and cooperation.

Dear Zuzana R.,

We have forwarded the requested evidance to your email. Please kindly check it and let us know if anything else is needed.

Best regards,

JungleRaja Casino Team

May i have the same evidence which you send to zuzana r?

Dear Shivchand,

Please kindly be informed that we have provided the website representative with the needed evidance, so that this case gets resolved as soon as possible. Also please note that we can not share such private information from our backoffice with the customers due to security reasons.

Best regards,

JungleRaja Casino Team

There should be transparency between all. As you done before i really don't trust on you..

Dear zuzana R,

I am waiting for your response. Please do needful asap.

Dear Shivchand,

we kindly ask you to be patient as we are in communication with JungleRaja, it's taking a while but we are moving the case. I will let you know the news asap.

Thank you for your support.

Dear Shivchand,

I am happy to announce we have made an agreement with JungleRaja Casino. They showed goodwill and plan to add this amount to your account. However, the deduction was not made by the casino but automatic because you've breached the bonus term. As mentioned in their bonus term" The bonus is automatically canceled in case of insufficient funds (when the bonus balance is less than Rs. 80). The cancellation process takes 5 minutes during which it is impossible to use the bonus code to receive the bonus again. " We have checked your gaming history and there was only 3 min between your new deposit and the remaining balance. Therefore the time was not sufficient to cancel the old bonus.

They are going to add this amount only because customer's happiness is their main goal, but they do take T&Cs seriously and they highly recommend the customers to read them and take responsibility for any actions made on their website in the future, for such things like this case not to happen.

Thank you for help mr. zuzana i hope jungleraja will credit my amount as soon as possible.

You are most welcome. We have information from the casino that the amount should be added soon. I just ask you to confirmed it once you receive it so we can close this complaint. Thank you in advance.

Okay. I will confirm you once when it will credit in my account.

Dear Shivchand,

We are extending the timer by 7 days. Please, give us the update asap.