Jungliwin Casino - Player seeks a refund due to self-exclusion issues.

Hi There,

A month ago I played at jungle win. I deposited a couple hundred euros. Too bad, because I have a gambling addiction. The casino should never have accepted me as an Dutch player so I told the live chat that I wanted to have my money back because of my addiction. They told me I had to contact support through email. But they didn’t close my account. Unfortunately later that day I gambled again on jungle win. Why didn’t they close my account when I told them I am a gambling addict? They should have blocked me on their site. Now I’m waiting for them to refund my money, but they keep on telling me they are working on it. But it’s taking too long now. Can someone please help? Maby I have to go to the curaçao gaming commision…?

Dear alexander1993,

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

Could you please upload the screenshots you sent with your complaint in a higher resolution? I'm afraid that we are unable to read them properly. You may either post the screenshots in a higher quality here, or you may send them to veronika.l@casino.guru.

Could you also specify when exactly you informed the casino of your gambling addiction? Have you requested your account to be closed?

Could you please advise if you passed the KYC verification? Have you given the casino true and complete personal information when you registered and filled out your profile?

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

Best regards

Veronika

Hi There,

I will send the screenshots through email. After I lossed I informed the casino that I wanted my money back because the should never have accepted me as an player. But then it all started, they didn’t close my account. And then I gambled again… I have passed the KYC procedure.

I had to send them a video of me telling why I wanted a refund. This seemed a bit strange to me but I’ve made a video and send it to them. Also I had to send a copy of my passport and a picture of me holding my passport. Are they even allowed to ask this? Then they email me I could take 14 days for a reply. 14 working days have passed now and still no reply.

Did you get my email with the documents?

I emailed Jungliwin yesterday for an update. They promised me to update me within 24 hours. But again they don’t make their promise. It’s lie after lie. Can you please advise me whether i need to get in contact with the curaçao gaming commision. Because this casino can not be trusted..

Thank you very much, alexander1993, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 alexander1993,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Jozef, yes please. I tried to contact them so many times but they keep telling me they will get back with me. But then they stop replying…

I really don’t get why they don’t try to solve this. If anybody sees this, I hope you understand why you shouldn’t play at this casino. They won’t try to help you..

Dear Alexander,

We apologize for keeping you waiting, we would like to inform you that the administration has approved your refund request, and we have written you a letter asking you to provide your bank details so that we can process it. As soon as we receive a reply from you with all the bank details, the funds will be sent to you.

We apologize once again for any inconvenience, and wish you all the best.

Best regards,

JungliWin Team

Dear alexander1993,

I am glad to hear that your complaint is close to resolution. Please, let us know when you receive the refund.

Dear alexander1993,

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.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.