Jungliwin Casino - The player is experiencing difficulties with her self-exclusion request.

Hello, I want to complain about this operator Casbit Group NV Several casinos operate under them. All their casinos operate under their license. All casinos have the same license:

License

GLH-OCCHKTW0709012021

Licensee:Casbit Group NV

I have requested the closure of casinos due to a game problem, I requested a closure from their company's casino:

trueflip casino

justbit casino

But despite that, they didn't ban me from all their casinos. And I managed to lose MANY THOUSANDS OF EUROS.

Their terms also state:

This is User's first registration. I have not self-excluded from any gambling website in the past 12 months. I'm aware and acknowledge that Lala.bet sets certain limitations to the maximum prizes that can be won per day/week/month and/or can be withdrawn per day/week/month

i.e. if I had ever won I wouldn't have won because I've been excluded from their group.

In Junglew's terms of use, they talk about "we" the company "casbit group nv" in the terms of use there is a mention:

point 7

In case you want to be temporarily or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, a 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-month and permanent self-exclusion available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email.

I made the first blocking request to justbet casino due to a game problem (chat) July 2023, I have no proof of this and the casino does not agree to send my GDPR information.

I made another blocking request to trueflip casino on August 18, 2023.

after this I was still able to lose thousands of euros to lalabet casino and jungliwi casino.

On 04.10.2023 I sent a new blocking request to junglewin casino and they answered me "a vip agent will contact you" and MY ACCOUNT IS STILL NOT CLOSED. How is possible? Even though I reported a game problem they still didn't shut me down. I demand a refund of the deposit from all accounts.

this chat was sent to true flip casino on 18 August 2023.

this has been sent to junglewin casino on 10/4/2023

answer:

the account is not CLOSED I HAVE LOST MORE THAN 400e

HELP!!

Dear Lola1556,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you been self-excluded from any casinos belonging to Casbit Group? If so, please forward any relevant communication between you and the casinos regarding the self-exclusion to veronika.l@casino.guru.

Have you used the same personal information when you registered in all of these casinos?

Regarding your Jungliwin self-exclusion request, kindly bear in mind that it may take a few days for the customer support representatives to block your account.

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

Hello, yes, I have asked to self-lock due to a game problem at trueflip casino, all the conversation took place in the chat service. 18.8.2023

.

Before that, I excluded myself from another casino of this company, but the chat history is not saved and, despite my attempts, I have not received it from the operator.

the casino's terms and conditions state that self-closing applies to GAME ACCOUNTS. Their terms and conditions talk about the company and the company's game accounts. In their terms and conditions, it also says that I cannot register if I have requested a game ban on any site within 12 months. This means that I would never have received my winnings, if I had won they would have justified it by violating the terms of use. So you can only lose.

regarding junglewi casino and self-lockout, the operator received my message about my gaming problem and responded to it but NEVER took action. Junglew's terms of use say if you want to close your game account permanently, send us an email! It doesn't say "contact your vip manager" what else can that vip manager do when offering me bonuses, they did this on purpose. I went to their chat today and said what the hell is going on, why is the game account open, and damn they closed it right away.

why didn't they close yesterday when they received the message and responded to it.

I have no correspondence with them because they do not respond.

I have used 100% the same personal data

I HAVE ALSO sent a blocking email to jungliwi casino on 01.02.2023:

as well as their sister site 0xbet

but they don't care.

the casino is STILL not responding to me! What should I do next?

Thank you very much, Lola1556, 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.

Hi, the first message shows my sensitive information! Could you make it private asap! thank you

Dear Lola1556,

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

I have also set the attachments as private. Would you prefer me to set the entire message as private as well?

Thank you! No please do not make this complaint private I want other players to see how the casino treats problem players and I hope we can resolve this case ASAP!

I don't think the casino will even respond to a complaint.

Jungliw casino could you respond to this? I have been waiting for an answer from you for 10 days without success, even though your terms and conditions say that you will answer in 10 days. I am very stressed. This is really irresponsible.

You can close this complaint and give the casino a lot of black points, they will not respond. They promised to answer me by email and I've been waiting for an answer since October 5.

I don't understand why the casino has such a good reputation if they don't even respond to complaints

Dear Lola1556,

We are very sorry to hear about this situation, but we would like to inform you that we received your email requesting to close your account on October 4, 2023, and your account was closed on October 5, 2023. You should understand that the casino cannot respond to such requests immediately, all emails are processed on a first-come, first-served basis, within 24 hours after we're receiving.

Best regards,

JungliWin Casino

Hi, sorry this is not really true.

you have received my first email on 01.02.2023 and I have all the receipts for this on file.

secondly, I sent a NEW email on 4 October 2023 to JUNGLIWIN casino and your sister site LALABET CASINO. The e-mail also included ban me from the sister casinos due to a gaming problem. 4.10 lalabet replied you are closed. 4/10/2023 junglewin replied "your request has been sent to the vip manager" sorry which vip manager? Your terms of use say send us an email and we'll close your account immediately. IT DOES NOT READ THERE, contact your vip manager. Secondly, the vip manager doesn't even respond for 14 days, so this is pure cheating.

and yes, the account was closed on 5.10 because I went to your chat and said what the hell is going on, why haven't you closed my account, but sent my request to the vip manager, so somehow you managed to close my account.

refund ALL my deposits made after 01/02/2023.

I have ALL emails saved.

I HAVE BLOCKED EMAILS TO YOU AND YOUR SISTER SITE MANY TIMES AND YOU HAVE NEVER ACTUALIZED MY REQUEST.

you knew I had a gambling addiction, yet you took money and money from me.

This operator has a curacon egaming license which has much stricter rules than the Jaz license. This operator operates under the same license number:

License

GLH-OCCHKTW0709012021

Licensee:Casbit Group NV

sites: 0xbet, lalabet, jungliwin, trueflip, justbit casinos.

you are free to familiarize yourself with the responsible gaming of the curaco egaming license on the pages of the curaco egaming license, which this operator has COMPLETELY neglected!

3.3. The Operator shall collaborate with partners in the Gaming Industry in its efforts to minimize Gaming addiction.

3.8. The Operator is required to have in place and maintain proper measures to help prevent player addiction

3.12. If measures for Self-Exclusion apply, the Operator or any of its Affiliates shall not approach the End User with any information aimed to generate interest by the receiver for products and services of the Operator.

This carrier did not block me on 02/01/2023 this carrier did not block me on 08/18/2023 when I told the sister site about my problem AGAIN. This operator did not close me on 10/4/2023 when I asked for a REPEAT. They just delayed the shutdown so that the problem player would lose more and more money.

and junglewin you don't need to say that you are not behind these casinos. Because of that, I accidentally went to 0xbet chat instead of junglewin chat and from there the same customer service answered the junglewin casino request:

I have found a good lawyer in Curacao and will continue to work with him to hold this operator accountable if they refuse to return all of my deposits.

Dear Lola1556,

We have checked all the information and can assure you that the first email we received from you was on October 4, 2023 and your account was closed less than 24 hours after receiving it, or rather when you first contacted us via chat, on October 5, 2023, at 10:49 AM UTC, we are ready to provide for the expert Joseph, all the necessary confirmations, for privacy reasons, we cannot provide them for public review.

Best regards,

JungliWin Casino

Hey, don't lie! It's easy to hide behind the fact that "we never received your email" Fortunately, I have all the emails saved! Let me know where I can send you the video evidence.

secondly, the e-mail that was sent on 01.02.2023 had other casinos on the list, and we have contacted these casinos asking for my e-mail that I sent and which proves that JUNGLIWIN, 0xbet were on the e-mail list as recipients. SO YES you got my email, the fact that you didn't follow its instructions is completely irresponsible on your part towards problem players.

In the email sent to YOU and lalabet casino (your sister site) on 2.04.10.2023, I asked to be blocked for all sister casinos, you did not follow that request either, lalabet closed ME IMMEDIATELY, but did not close my jungliwi account even though I asked in the email to block ALL sister sites. YOU replied to my email "vip manager will contact you" sorry what? What vip manager? In your terms it says contact us by email if you have a game problem, it does NOT say contact the vip manager. You closed my account only after I came to the chat to complain that what's the name of the thing.

Josef, I have found a lawyer in Curacao who will help me in this matter, I don't think we can come to an agreement regarding this matter, this casino is very irresponsible. They don't even respond to emails.

Josef, I have sent you video proofs of the email sent by email on 01.02.2023, I have also sent you video proofs where other casinos confirm that the recipients of the email were jungliwin casino and 0xbet casino.

If jungliwin wants I can send them too.

Today I received a reply from the jungliwi casino:

"Your request is currently being handled by the casino administration, expect updates via email."

I do not understand? It's been 21 days since I sent you a complaint and I still haven't received ANY response to my email regarding my complaint. You promised me an answer within 14 days.

I think 21 days is enough time to resolve the complaint, considering the fact that you promised to give me an answer to my complaint within 14 days. So jungliwi casino please respond to my complaint email as you promised.

I'm frustrated, I don't think I'll ever get an answer from them. I have to take the case forward.

Deal Jozef

We would like to inform you that we have sent you a history of communication with the player by email, please review our letter.

Regarding the refund, we had some technical difficulties, so we could not process the player's request immediately, but we sent the player an email with a link to the site where she can verify herself, as soon as Lolita completes the verification, the administration will review her request and inform her of their decision via email.

We apologize for the inconvenience and thank you for your understanding.

Sincerely

JungliWin team

Hi, sorry I don't understand you, what link? I never received any link? It's been 22 days since I sent you a complaint without ever getting any response from you. When I constantly ask about the status of my complaint, I get the answer "we are working on it"

which administration reviews its request and announces its decision? It's already been enough time for you to announce your decision, so please tell me your decision, I'm already tired of you bouncing me from place to place without getting an answer.

"regarding the refund, we had technical problems and could not process the player's request immediately"

so do you accept your mistake and refund? Or why do you state that "after this we will process and give a decision on the refund? I don't understand you.

and jungliwi casino and Josef I have also sent you video evidence and a lot of evidence from the message history and I am ready to send MORE as much as required.

which link for confirmation? I don't really DO the verification "by the way" tell me why you need the verification, I don't trust you to the point that I would send you my personal documents anyway. What guarantee do I have that they will remain protected and not misused? What do I need CONFIRMATION about me for?

I completed the confirmation now and I understand that I will get a refund, why would confirmation be required otherwise? I await your reply jungliwi.

Josef jungliw's chat told me that this refund request takes 2 days. So I'm waiting for them to act.

Josef Do you need anything else from me? I want to finish this case, it's been 22 days and this is causing me stress and a headache. I hope this is resolved asap!

Dear JungliWIn Casino team,

I confirm receiving the evidence. Please, could you react to the last messages?

Dear Jozef,

We confirm that the player has passed the verification, the case is currently being reviewed by the administration, we will let you know the result, don't worry it won't take long. We would also like to hear your decision, as we have provided you with a confirmation of correspondence with the player, where it is clearly visible that we closed his account within 24 hours after receiving the request. Your decision will help the administration to review the case faster and pay attention to all the details that we may have missed.

Sincerely

JungliWin team

Josef and the jungliwi team,

I have also provided you with photo evidence and video evidence from the blocking email sent on 01.02.2023.

I have also provided proof that sister site lalabet blocked me immediately, and in my email I asked to block SISTER SITES TOO. So I demand a refund of all deposits.

you never answered me.

Dear all,

Thank you for your cooperation. My opinion on this:

Sending bulk emails to multiple brands is not usually considered a relevant method for a self-exclusion request. It can easily be missed and considered spam. Additionally, the casino offers 24/7 live chat, so in cases of no relevant reply to it, I believe there should be further action from the player's side. Therefore, I can only accept the evidence from October 4th as valid. I would like to emphasize that the self-exclusion process differs with each casino, and it is important to follow their instructions if you wish to close your account. Verification is a standard procedure and can help prevent future registrations. So, it is important to how the situation was handled after the 5th of October if both accounts were closed in the reasonable time frame and what were the reasons for delays.

Hi Josef, there are thousands of casinos and the problem player wants to protect himself and thus sends a block email to the casinos, if you send the player to close himself in the casino's chat then Imagine the situation that you direct the player to the casino platform where he has an addiction just so that he can close his account through the chat. What guarantees that when he goes to the site he doesn't end up chatting but playing? that is, the temptation is too great.

For many problem players like myself, my device had blocks that prevented me from going to any of the casino's sites so it wouldn't even have been POSSIBLE to go to their chat to request a ban. there is an e-mail for this, and the casino's terms and conditions also mention to send us an E-MAIL. Curacon egaming says the same, the player must be closed as soon as the casino receives a request from a problem player!

And no, it's not a mass email, but a hidden copy for all casinos, which is exactly the same as sending an individual email.

and this is exactly the instructions from the Finnish gamblers service for problem gambling sites for us problem players, how to do it to get all gambling sites closed, and I guarantee you that if this was considered "irrelevant" as you expressed, the Finnish authorities would never have issued those instructions, I can be sure that they sorted out malta and curaco from the authorities, the way in which we problem gamblers can get ourselves closed as easily and effortlessly as possible.

https://paihdelinkki.fi/fi/oma-apu/rahapelaminen/pelitilien-sulkeminen

the fact that I am really addicted to gambling and I managed to find a way to bypass the gamba application installed on the phone in order to access the casino's website and play, does not remove the real fact that the casino should have reacted to the email sent on 01.02.2023 ALREADY.

secondly, the email was not only sent to the jungliwi casino but also to the sister casino 0xbet casino.

this operator has a CURACO EGAMING license where responsible gaming is regulated more strictly than the antillephone license and you can freely read what is regulated in the responsible gaming section of curaco.

So I find it really strange that you don't give importance to the fact that I have tried several times to close my Game Account due to a game problem in accordance with the TERMS of the casino.

I have already contacted a lawyer based in Curacao and he will help me with this complaint. I will also file a complaint with the authority.

I have now filed a complaint with the authority and a lawyer will help me in the future with this case. And I will report to the Finnish police about the violation of the foreign casino gambling law for Finnish consumers.

I no longer believe that jungliwin wants to solve this case, I have already given it more than 25 days without success. I have to act.

close the complaint, I will continue with the lawyer and the authorities.

And if you want to know, the casino has not responded to my complaint since November 5, 2023, even though they promised to respond within 14 days. This is the way they operate and treat players.

this is how they act don't answer close the chat. Frankly, they are not interested in anything, Do you think they were interested in the message I sent on 01.02.2023? No

Do you think they were interested in the message I sent on November 4, 2023? No

and all this is proven by the fact that they just act like this.

Hello, this casino has had time to handle the case for 4 weeks, I think that's enough time. Instead they close the chat, they don't answer, they are rude, they keep saying "contact your vip agent he will help you" the vip agent doesn't answer for 4 weeks and I have all the proofs of that on file.

Josef, you stated that the email sent on 01.02.2023, which I could have handled in their chat, that they would block me, so no, it doesn't work like that. Their chat can't exclude you, they keep saying "contact your vip agent" and the vip agent doesn't answer for 4 weeks.

jungliwi casino you asked how you could improve your service, start by taking the player's requests seriously and take action IMMEDIATELY. Don't send a player from place a to place b, especially when the player can't even catch a vip agent. What's the point of having chat if you can't help players?

Don't give the casino more time to respond, they've already had enough time.

Dear Lola1556,

I am very sorry about the situation, but I believe you are not entitled to receive a refund. The self-exclusion process varies from one casino to another. While the clinic recommended sending your request as a bulk email (hidden copy), please be aware that it's not a 100% reliable method. Sending the same email to too many addresses could potentially trigger spam filters with their email provider. According to the evidence provided by the casino team, they claim not to have received the email you mentioned. Based on our past experiences, JungliWin has a history of promptly addressing issues with problem gamblers and blocking such accounts as soon as possible.

It's essential to understand that self-exclusion becomes effective only after receiving confirmation from the casino team. We acknowledge that reaching out and informing the casino may not be an easy step, and we appreciate your proactive decision. Unfortunately, due to the lack of any response from the operator, we believe that further action on your part may be necessary to become eligible for a refund.

Since you have contacted the licensing authority, I would greatly appreciate it if you could share their decision with me if it differs from ours. This information will allow us to update our position accordingly, and it may have an impact on the current status of this case.

Best regards, Jozef

jozef.k@casino.guru