Jungliwin Casino - Player’s withdrawal has been denied and KYC procedure unclear.

Hi There, I would like to open the case with regards to the resent concern that I have faced with the Jungliwin.com casino. The total amount requested to be withdrawn is 7500 EUR, which is considerable money. While the withdrawal request have been rejected by the Casino, i have never received and email from them, indicating the reasons (as it would be processed by others) and had to follow it by myself.

Screenshots of the withdrawal and refund is also provided, with indication of total amount of money on my balance.

Considering above and the the communication I have had so far with the Chat Support and the VIP manager, I do have a impression that the winnings might be hold by casino. It is clear that the KYC process shall be concluded prior to withdrawal the funds, however, I'm not able to see the KYC tag on my profile, where I should be able to upload the documents.

I have contacted the VIP manager, who gave me the link, which also haven't worked on my end and redirected me to the profile section. The screen recording of the case is also can be provided, as for some reason i cannot upload it here. I have replied to the VIP manager indicating the same, and proposing to provide the documents either to her or to the support email address, however, in response and in response I have been advised that I will be notified. I would expect that the Casino and VIP managers in specific, would be able to advise their customers how to verify them selves, in case if one way is not working, and not saying that " I will let you know".

I'm happy to follow the KYC and provide my ID and address verification documents.

So far, I'm not confident that I will be paid and therefore, would like to open the case, and will be more than happy to close it our as soon as money will be deposited to my bank account.

Dear Rg1987,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Have you tried accessing the link https://jungliwin.com/profile/KYC/ using a different device or a different web browser? Have you tried clearing cookies in your browser before trying to access the link?

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,

Tomas

Dear Tomas,

Thanks for taking my complaint over and for your reply. Please be informed that I have surely deleted all cookies, and tried to access the link. I have used different web browsers as well in the mobile /desktop mode as wrll. However, unfortunately it don't worked and the page were returning me to the profile.

I'm completely willing to follow the KYC procedures and more than happy to confirm my identify, adress and source of funds by providing the payment slips of the funds that are deposited to the same account that I've been making my deposits to the casino as well.

I unfortunately cannot utilise other devises, as in order to access from the laptop, I have to by a new one, which would cost me a lot. Due to the security reasons, I cannot utilise my work computer.

I'm committed to verify myself, and willing to share the required documents with the Casino representatives and might be their finance & security department in order to get approved. However, I would like to have a clear answer from their end as well.

Looking forward to your further support.

Regrads,

Roman.

Dear Tomas,

Just recieved a feedback from the VIP manager, who provided me a link that seems worked out on my end. After uploading the document, I have recievd a email confirmation from Casino that KYC is successfully completed.

I will now request a withdrawal and will keep you updated on a progress.

Thank you once again.

Regards

Dear Tomas,

Please be informed thag I have contacted assigned vip manager this morning, requesting to advise on the status of the withdrawal and when the process is expected to be completed. The answers that I have recieved, are not making me convenient, as I would assume that the manager could be in position to contact the finance team and verify the status.

The screenshots of the conversation are attached.

I have also contacted the Live Chat who redirected me to the manager who said, that she don't know the detail 😀 how this even possible? Here are the screenshots as well.

Update: well here is the another screenshot where I'm stating that Life chat redirected to the manager and asking a direct question regarding the processing time. The given answer is absolutely not covering the process timing that is followed by Casino before the funds are transfered and indicating only the banking business.

Please could you support with the case, as I do have a negative feeling that the withdrawal will be delayed with no reason behind it.

The KYC is also successfully completed on 11th of September.

Regards

Dear Tomas,

I'm happy to confirm that the case can be closed. I have bi further concerns towards the casino.

Regards

Dear Rg1987,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru