Lucky Jungle Casino - Self-excluded player seeks refund.

I have a bad gambling addiction and is self-banned from the service spelpaus.se (betting pause) that is provided by the swedish state. Although I have made multiple deposits fast after losing my balance all the time, the casino constantly encourages me to deposit even more.

I am now calling for a refund because of the reasons above.

The PDF that proves my self-ban until 2024-01-11 is unfortunately not able to be attached but has been sent to the Casino.

Dear Yazzoz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have 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 Lucky Jungle Casino,

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 (lifetime).

The reason that preceded my decision is xxx

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

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

Also, I found this in the Responsible Gambling section (here):

SELF-EXCLUDE FROM LUCKY JUNGLE

Any player can take a break from Lucky Jungle using the self-exclude feature. This blocks you from playing for a definite or indefinite period.

During a self-exclusion period, you will be able to login to your Lucky Jungle account but only to withdraw any funds. You will not be able to make deposits or play any games.

Additionally, you will not receive any marketing materials from us during the period of self-exclusion.

If you wish to self-exclude, login to your account and go to My Profile > Self-Exclusion. You can choose how long you want to self-exclude from here.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Yazzoz,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.