Jungliwin Casino - Player's withdrawal is delayed for two months.

Hello,

I have won and 1000 euro and requested a withdrawal but have not received my money. The withdrawal is still listed as ongoing.

I have been trying to get the money out for two months, but I keep getting explanations that my withdrawal is in progress and under review by customer support. After over a month they wrote: " All requests are processed on a first-come, first-served basis, so you will have to wait a little."

I tried to make the first withdrawal at the beginning of January. At the end of February they still hadn't processed the withdrawal, then I canceled it and played and won about 100 euros more. Now I have a pending withdrawal from February 25th that they have not yet processed.

Dear cmano,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Was your account, including the payment method, successfully verified in the past?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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

Hej,

• Jag hade ett obehandlat uttag från den 7 januari 2024 på 869.5 Euro. Jag avbröt uttaget den 19 februari då de fortfarande inte hade bearbetat uttaget. Jag har haft kontakt med deras support via mejl cirka 10 gånger och hela tiden fått besked om att uttaget granskas på olika sätt. Jag spelade lite på sportsbetting och vann upp summan till 1000 euro som jag nu tagit ut (25 februari). Det uttaget står fortfarande som pågående som mitt första uttag också gjorde i över 1,5 månad.

• Jag har inte fått något tips om varför uttaget dröjer utan de säger hela tiden att det är under granskning av olika anledningar

• Nej, jag har ställt frågan om de behöver några dokument och de svarade: Vi vill informera dig om att din förfrågan är under ytterligare granskning, vi är ledsna för förseningen i behandlingen av din förfrågan, var så vänlig att vänta ett tag. Så fort vi har några uppdateringar, eller också behöver vi något från du kommer vi att kontakta dig via e-post.

• Utan aktiv bonus.

Vänliga hälsningar

Cmano

Thank you very much, cmano, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear cmano, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Jungliwin Casino representative to join this conversation. 

Dear Jungliwin Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Hey Katarina, soon after you invited Jungliwin casino to join this conversation I received a email from their support where they basically say that they have shut down my account and neither going to pay out any winnings or deposits. They also saying that they have the right to not disclose the reason for the closure.

I´ve sent you a email of the email in its entirety. 

This is not a serious casino, first having withdrawal waiting for two months and then not paying out any winnings. Then close the account as soon as the customer file a complaint 

In fact, their safety index 8.8 (High) is a mystery to me when you treat customers this way.

Dear cmano, 

Thank you for the update on this issue. I have received your email. 

The casino was notified about this issue by us only yesterday. My suggestion is to be patient and wait until they respond to this public complaint. 

Dear Katarina,

I appreciate your assistance in resolving the case.

I wish to inform you that the delay in processing the fund withdrawal is a result of an extended investigation into the player's gaming activity.

The findings of the game provider's investigation have been dispatched to you via email. Should you require any further details, please feel free to respond to the email or inform me here. I am at your disposal to provide any necessary assistance.

Thank you for your cooperation.

Best Regards,

Rudolph

Representative of the JungliWin Casino

Dear cmano, 

We have received email communications from Jungliwin Casino. We are actively working on resolving this case outside the public forum. I will keep you updated. 

Dear Katarina,

We extend our sincere gratitude for your outreach. Regarding your request for additional information, we wish to emphasize our belief that the data already furnished comprehensively addresses any potential inquiries.

In the spirit of fostering an amicable resolution to the matter at hand, we have taken proactive measures to supply you with further details concerning the case. Nevertheless, we find ourselves somewhat constrained by the provisions of GDPR, and our legal team is actively exploring the permissible boundaries for providing the necessary information, contributing to some unavoidable delays.

Your understanding is greatly appreciated, and we kindly request a brief extension to ensure that we can present the requisite information in a thorough and compliant manner.

Thank you for your consideration.

Dear Jungliwin Casino,

thank you for your respond.

I do understand that maneuvering this kind of problems may sometimes feel quite tricky. And I am pretty sure you do have more on your hands than just this case. However, I must say, I do not feel I have asked for a lot. The request was only for the game log and the report from game provider. We are here to reach a solution that would be satisfactory for every party involved.

I am now extending the timer by one more week. In the case there won't be any answer from your side, I will be forced to close this complaint as unresolved and subsequently decrease the rating accordingly.

Looking forward to your reply.

Dear Katarina,

We apologize for taking so long to respond, we have sent you a letter with the provider's opinion on this situation.

Thank you for your consideration.

Dear Jungliwin Casino,

Thank you very much for your reply. After extensive discussions with the management it was determined that there is a valid reason to believe some kind of bug was used in this particular case. And thanks to tis bug the player did get an advantage and therefore won. However, the bug seems to be on the game provider's side. Also, it is hard to determine, whether the player was aware of this malfunction.

Our recommendation would be to return the player his deposit. This is our usual procedures in the cases of this nature. I hope this solution would satisfy both parties involved.

Looking forward to your reply.

Hello,

I have a question:

I´ve played several different games at this casino and won about 300 euros on one game , 400 euros on another and 50 euros on a third game. I also played sports betting and won 110 euros. I have been playing these games from time to time for over five years at various casinos with both wins and losses. On which game does a bug exist?

Thank you for your consideration.

Dear cmano, 

Thank you for sharing your point of view. It is definitely an idea worth considering. The bug happened on the game Narcos, and it was already fixed since then, by the game provider.

Dear Jungliwin Casino,

can you please confirm the exact winnings from Narcos game? What were the winnings from other games that cmano played, please?

Dear Katarina,

We value your perspective and the role you play in facilitating a fair resolution to disputes of this nature. However, after careful consideration and review of all the evidence provided by the game provider, we must insist on maintaining our position regarding this case.

The game provider conducted a thorough investigation into the player's activities, utilizing detailed logs and technical capabilities to assess the situation accurately. The evidence collected clearly indicates that the player exploited a glitch in the "Narcos" slot game to gain an unfair advantage. This behaviour directly contravenes our Terms and Conditions, which emphasise fairness and prohibit fraudulent activities.

It is also important to note that our anti-fraud team's investigation and subsequent actions required significant time and resources. The costs associated with these efforts, along with the commission paid to the gaming provider for the player's bets, have resulted in financial losses surpassing the player's deposit.

We understand the importance of providing a fair gaming environment and game errors' role in disputes of this nature. However, the evidence provided and confirmed by the provider demonstrates a clear violation of our terms through fraudulent behaviour. Therefore, we believe we are justified in not refunding the player's deposit.

While we appreciate the general approach of refunding deposits in cases where game errors have been exploited, the circumstances of this case, including the evidence of intentional fraud, compel us to diverge from this procedure. Our commitment to maintaining the integrity of our gaming environment and protecting the interests of all players necessitates a firm stance against fraudulent activities.

We hope this explanation clarifies our position and the rationale behind our decision. We remain open to further discussions and are committed to resolving disputes in a fair and transparent manner for all parties involved.

Thank you again for your attention to this matter and your understanding.

Sincerely,

Rudolph

Representative of the JungliWin Casino

Hello,

I must say, I find it really sad that the casino accuses its players of fraudulent behavior and taking advantage of bugs. I have been playing these games for five years and have both won and lost. In this case, I won approx. 250 euros on this specific game and 750 on other casino games and sportsbetting.

I understand if the specific stake is paid back if there is something wrong on the game, but the other 750 euros has the casino stolen from me. And now they don't even want to refund my deposit, it's just really bad.

They treat customers unfairly, have ungoing withdrawals waiting for months and reply in this forum at the last second after 6-7 days of waiting. Customer service is rude and answer that all requests are processed on a first-come, first-served basis, so you will have to wait a little after over a month since requested withdrawal.

I don't think the casino deserves its high ranking.

Choose another casino!

Thank you for your consideration.

Dear Jungliwin Casino,

Thank you for your extensive explanation of your point of view of this quite complex situation that has occurred.

However, I would like to ask you for more proof to support your claim. Will you be able to send me the gaming history of cmano, with highlighted or explained parts where you determined his behavior breached you terms and conditions?

As cmano mentioned in his previous post, he has been a client of yours for years and we have to take this fact into consideration as well.

Dear Katarina,

We appreciate the opportunity to provide additional evidence to support our position.

In response to your query about the player's tenure with our casino, there may have been a misunderstanding. The player mentioned having over five years of gaming experience, but this duration does not exclusively pertain to their history with our casino. Our records confirm that this player's registration date is 2023-12-27 at 14:25:48. We have sent the relevant proof to confirm this registration date to your personal email.

Our focus remains on ensuring a fair and transparent process, and as such, we believe it is crucial to correct any inaccuracies in the information being discussed.

Regarding the provision of additional evidence, we must convey that our ability to share detailed information is constrained by our game provider. We have furnished all available and permissible information to support our case. The game provider's thorough investigation, which we have relayed, forms the basis of our stance on the matter.

Thank you once again for your attention to this matter and for facilitating a thorough and fair assessment. We look forward to your feedback and are ready to engage further to resolve this case that upholds the principles of fairness and integrity.

Thank you once again for your diligence in this matter.

Sincerely,

Elon

Representative of the JungliWin Casino

Dear Jungliwin Casino,

Thank you for your reply. Your help in this case is very appreciated.

Dear cmano, 

At this point, I am worried our options may be limited The casino has provided evidence supporting the case, but in our opinion, it is not sufficient to determine who might be in the wrong. Another option for you might be to file an official complaint at Gaming Curacao. Please take some time and read through our guide on how to submit a complaint to regulators. I highly recommend to do so. Jungliwin Casino is regulated by Gaming Curaçao, https://www.gamingcontrolcuracao.org/ and the email address is complaints@gaming-curacao.com.

After sending an official complaint to them, please send us a copy and we will keep this thread as waiting for the regulator decision. I will keep this thread open until you send the necessary information.

Hello,

I am determined to submit an official complaint to the regulator, I just need a little more time.

Is there a possibility that I can have access to the report from the game provider?

Best regards

Martin

Dear cmano, 

I am glad you decided to move forward with your complaint.

Once you submit your complaint to the official authority, they will request the necessary documents from both parties involved. You may ask casino to provide this document to you as well.

Please keep us updated on the case. And bear in mind it is always better to submit your complaint sooner than later.

We wish you the best of luck.

Dear cmano,

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.

Dear cmano, 

since there has been zero activity for some time, I will be closing this complaint. If you would like to keep us updated on any new development, please do not hesitate to contact us.

The player can reopen this complaint anytime.