Jungliwin Casino - Player has issues with KYC verification process.

Good afternoon,

I was told this is the place to be when in a dispute with an online casino, hereby.

I'm a first time withdrawl customer of JungliWin, they still need to verify my documents. They use KYC (knowyourcustomer) to do so.

I made a withdrawl of €1520,- €1500,- after fees and they tell me I need to cancel the withdrawl to get prompt for it. The prompt never happens.

They refuse to let me connect with KYC in a different way.

Customer service keeps me in a loop telling me 'If they need the verification, they will ask for it'. But they did ask for it: "The verification procedure is required, you will be asked to go through it automatically, usually this happens when you try to make a withdrawal request."

Thing is, it didn't happen and when i tried to re-withdrawl a couple of times, it still didn't happen.

I hope this message helps speed things up.

Dear Psychh,

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

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

Could you please forward your recent communication with the casino regarding the issue? My email is tomas@casino.guru

Do I understand that in this situation, the casino informed you the verification is still necessary, but must be completed in a particular way - via receiving a prompt from the casino itself?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

They gave mixed signals, but it seems the live-support only assumed i would need to verify. Maybe I overreacted and it will be okay, I will give it a couple of days and I will keep this ticket up to date.

Thanks!

No problem, Psychh.

If you still need our assistance, let us know about any further progress, and feel free to forward any supporting evidence and communication to my email at tomas@casino.guru

I'll await your response.

Dear Psychh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.