Jungliwin Casino - Player requests a refund of his deposits.

i want a refund of my making deposits. This casino isn’t allowed to accept me as a player.. they don’t have the documents and licenses to accept me.

we’ve seen what happens to L1 Ltd last month. If jungliwin doesn’t pay me my refund, I will help them to get a huge penalty as well.. not only cause of this issue.. but also the issue that they don’t close my account.

I’ve did over 8 requests by email and chat cause of a gambling problem and they keep saying the same

‘all requests are processed on a first-come, first-served basis ‘

that’s sick and ridiculous! I can’t stop and I keep deposit over and over. Please them over and over but since 23 march they only tell me your request is in process..

2 weeks later nothing changed and I deposit yesterday and today again.. €300 in total. Not a lot, but for me it’s a lot. My life is destroyed by casino’s like this. They only think about the money. They also use the logo begambleaware.org .. how can they if they ignore my request?!

other Point.. if you write a 5 star review and show them in chat, you get free bonus money. That’s why they have really good reviews on askgamblers.. but if we check trustpilot, it’s horrible!

this casino doesn’t deserve a 6.5 like you gave them. They deserve a 3

Dear Notadonkey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the casino website and this is what I found:

JungliWin Responsible Gambling

Responsible gambling is essential and is taken seriously at JungliWin. Gambling should be entertaining and safe. If you feel that gambling is harming you, take our Self - Test or set Self - Exclusion on your account for a certain period of time. If you need help or suppose that a friend of yours is playing on our site underage or has a gambling addiction, please contact our Support team at support@jungliwin.com

Did you send the requests for self-exclusion to this email address? Did you mention your gambling problems in the email as well? When exactly did you send the first self-exclusion request?

Looking forward to hearing from you.

Best regards,

Tomas

Dear Notadonkey,

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.

We've received the following message from the player:

"Hi Tomas,

sorry! But I didn’t close my account at jungliwin.. I didn’t do any request. I only requested a refund of my making deposit because they running illegal on the Dutch market. No refund = a report to the KSA.

It’s up to them.. but they don’t me serious. We all know what they will recieve from the KSA if they don’t pay out refunds. It’s jungliwin and 0x.bet both playing under the same operator."

Dear Notadonkey,

If your casino account is still open I would recommend you request a self-exclusion.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@jungliwin.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hi Tomas,

thanks for reopen this situation.

jungliwin close my account. But there is something (I have the email contact for you as well). I did a close my account request on 23 march 2023.. I recieve everytime my request is in process. But in the meantime I keep depositing.. in total €841,- euro.. for me pretty much a lot of money.

if they close my account at my first request in 23 march, I didn’t deposit this amount of money in the meantime. In my opinion they had the fill in my request from 23 march and not 2 weeks later.

this is something I’ve writing on trustpilot about this issue including the answer I recieve by email from jungliwin.

I try to close my account by chat and email on 23-03-2023 .. after this request I’ve send over 5 emails to close my account.. but they keep saying the same, so here you have some answers I’ve recieve by email;

26-03-2023:

I really understand, as I can see, your request has been already transferred to our responsible department and is being processed now, please be so kind to wait for a while.

28-03-2023

We would like to inform you that after the end of the process, your account will be closed immediately per your request. Please, bear in mind, all requests are processed on a first-come, first-served basis (this sounds really sick!)

29-03-2023

Your request is already under consideration by the appropriate department. As soon as we receive a news regarding your request from the our specialists you will be notified.

they close my account on 6 April, 2 weeks after my request. In the meantime I lost €846,- 

I want a refund of my losts in there ‘process time’ .. in total €846,- euro back to my bank.

I’m 100% sure it’s forbidden to ignore any request of closing an account.

Thanks for the explanation.

Please forward me the email you sent on the 23rd of March with your request to the casino and if you have the chat transcript from your interaction with support, please send it as well. My email is tomas@casino.guru

I'll await your message.

Hi Tomas, thanks for the response! For some reason I can’t send the whole conversation further.

I send all the emails I have about this issue. So will be a view emails.

If you sent 8 emails to the casino, they should be available for you to forward to me. You can also try to make screenshots of the emails. Try to find a way to send me this information. If you received a confirmation from the casino, about the self-exclusion please forward it as well.

The information is crucial for us if we are to confront the casino. Thank you for your understanding. Use my email at tomas@casino.guru to submit the information.

Thanks Tomas. I’ve send you a email including screenshots.

Thanks for your email.

From the replies from the casino, it's not obvious you requested a self-exclusion due to a gambling problem.

Did you specify the reason why you requested a self-exclusion were your gambling problems or not?

Well.. it doesn’t matter what the reason is in my opinion… a request for closing a account must be enough to close a account.

i do have a gambling problem, over years. At this moment it’s fine and got some help to stop gambling. But they say I didn’t did the request cause of a gambling problem, let them prove what my reason was then…

and for what reason we have a over 10 days process before closing a account?

Please understand the casino has only obligations to protect you if they are aware of your gambling issues.

Players can request for self-exclusion for other reasons in the casino, where they don't necessarily have a gambling problem.

If you didn't mention them in your self-exclusion request, there is little we can do to assist you with your request for a deposit refund.

According to your previous explanation, you mentioned the gambling issues in the live chat. What information did you receive from them at the time you contacted casino support via live chat?

Hi Tomas,

Its crazy the casino won’t prove what I’ve send to them.. probably cause I talk about a gambling addiction in chat.

They never delete chat conversations. I think jungliwin is just a casino who doesn’t listen, for this reason I reported them by the KSA (kansspelautoriteiten) as well.

maybe you can tell them what is gonna happen if enough people report them to the KSA. We’ve seen what happens with several casinos last march.

I give it up.. I send all screenshots and documents to the KSA and pray they gonna recieve a penalty next year. I will support other dutch people to report them as well..

Thabks for everything!

Thanks for your comment.

Sadly without further evidence, we cannot help you confront the casino in order to ask them to refund you your deposits. We would like to help, but it's impossible for us at this time.

If you ever come across proof the casino knew about your gambling problems, feel free to reopen this complaint and we will review it again and try to help.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any online casino in the future.