Complaint #25 JungliWIN Casino

Directly closed down my account and no payout

By Sascha F.

3 years ago

Hi, I joined Jungliwin on the 18.6.23 and paid in 500 Euros. I placed the 500 EUR on one game: Slovenia vs France women basketball EM on the 18th of June:
1st half +7.5 Slovenia
1st quarter under 19.5 France
End result below 141.5 points
Slovenia end result +14.5 and +15.5

I won all bets. When I came back to check the account was blocked.

I wrote JungliWin on the 18.6.23 and asked for the reason why they closed down my account and asked to pay out the money on my account. I wrote them a few rmails now and I always get the same answer since 14 days: they have forwarded it to the relevant department and as it is a complex situation I need to wait for their feedback. The feedback will come soon.

Why is it complex? I paid in, won and they closed my account and refuse to pay.

I do not even know the exact amount on my account as I could not check it before they blocked the account. Should be between 820-850 Euros.

I asked them to tell me the exact amount on my account and they refused to answer.

I have no idea what their intention is...but as they do not answer my emails I assume they are not good.

Help would be much appreciated.

Disputed Casino JungliWIN Casino

Reason Account closure

Amount €820

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, JungliWIN Casino management failed to provide reasonable justification and/or solid evidence which could help us review and decide on this case adequately.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

JungliWIN Casino

• Representative

3 years ago

Dear Askgamblers,

Thanks for your cooperation!

The player engages in fraud by manipulating and abusing refunds. Speaking about the amount, the player won – he cannot claim it outside the casino because he did not fulfill the terms of the wager.
We are really upset with this situation, but there is nothing to do from our side.

Kind regards,
Jungliwin Team

Wluchten

• Baden-Württemberg • 1 reviews

3 years ago

JungliWin
I do not understand why you make this so difficult and waste all of our time.
You blocked my account for no reason
You kept 400 EUR because of a "damage" that I caused!!!????? or withdrawal charges?
You caused the damage...

If this is how you do business you should immediately be closed!

AskGamblers

• Support Team

3 years ago

Dear JungliWIN Casino,

In the event that any accusations arise concerning the player, potentially resulting in the forfeiture of their winnings, we kindly request that you prove such accusations with a comprehensive explanation of the player's actions leading to the alleged violation, accompanied with the evidence.

While we acknowledge that each operator has the discretion to discontinue services to any customer, unless there is a clear breach of the relevant terms and conditions, there is no justification for withholding the player's winnings prior to closing their account.

Furthermore, we kindly request that you provide an explanation regarding the specific damages incurred by your casino as a result of processing an immediate refund of the player's deposit.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

JungliWIN Casino Complaint Stats

Resolved 19 / 20

Avg. Amount $398

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

JungliWIN Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

JungliWIN Casino Complaints

See all complaints for this casino

More than 5 times my withdrawal after approval got cancelled

I have raised several times withdrawal request firstly by Paytm wallet.

They sent me email then cancel the amount then imps bank transfer. I entered my bank account details, they approved again cancel sending me emails to use crypto currency.

I have submitted my verified crypto wallet address, they again after approved cancel it.

I really don't understand is this casino is legit or just playing with customer trust..

Resolved

₹11,000

Jungliwin stolen my funds

On 6th may I deposited 10k inr, on 7th may I placed withdrawal of 7611 and immediately it was cancelled and told me to try with another method but I only got one method available Indian net banking even though I deposit with upi I did not able to withdraw through it. I placed withdraw with Indian net banking on 9th may and its showing approved from that day but still I didn't get any funds their timing for withdraw is within 72 hours. When I contact them they always say we are working on it we will update you through email, sometimes they block me on live chat, I have no hope left from them, it looks like they stole my hard earned money, plz help me.

Resolved

₹7,611

Account suspended during kyc

I created an account on 11th March and deposited ₹800 on 11th March and then deposited ₹600 on 16th March. I won some money and then withdrew Rs 9510 and got an email for document verification. I tried 4 times for document verification.

But my document got declined every time, after that when I talked through chat, it was said that I have sent it to the team and the reply will come on email.

Email came, account suspended, there was no reason to block it, please recover my refund amount

Resolved

No help with my withdrawal

I have 1343 euro I want to withdraw from Jungliwin. The money came back to my betting balance when I tried.

When I ask in the chat what's wrong they tell me to contact my personal manager which I do! But no answer for weeks now! And when I go back to chat they say the same thing again; contact manager! They also said they forward my issue to the manager and he would help me. But no! Nothing happens. And this is so many times now. Gosh, I hate those casinos.

Attached is my last chat and my account where you can see the 1343 euro.

Resolved

€1,343

Delayed payout of 1049 PLN

Dear Askgamblers,

On 7th of March, after I fully verified my account, I requested for a withdrawal of my funds (1049 PLN).

Unfortunately, till now I didnt receive my money. Every day on their live chat they inform me that my case is processing by relevant department, there are some technical problems and I will be contacted via e-mail (I can provide you with the screenshots of the sample conversations with Junglewin live char via e-mail because I do not know why when I try to upload it here there is an upload error).

I would like to kindly ask you for your help.

Regards, Łukasz

Resolved

zł1,049

Freebet winnings of 240 eur still missing after almost four weeks

I made my second deposit of 200 € on 5.1.2024 and received a 100 € free bet.

I placed the 100 € free bet on a match that was played on 6.1.2024 with 3.4 odds. The free bet won.

When I checked my account the next day, I noticed that the free bet winnings (240 €) were not added to my account balance. Also, the bet was still under Open bets although it said in the bet details that the bet status is won. I asked about the matter from their live chat on 7.1. and they sent it to their relevant department saying that I should get my winnings soon. I patiently waited over a week, but nothing happened.

I then contacted them about the matter using e-mail on 17.1. Once again, they sent the issue to their relevant department and said that I should wait.

I waited yet another week and then asked them via e-mail on 25.1. This time they answered: "The bet has been suspended by the casino due to technical issues, we have transferred all the data to calculate your bet. As soon as we receive the update, we will write to you."

It has now been almost a week since I received that answer and almost four weeks since the bet should have settled and I am still missing the free bet winnings of 240 € from my account balance. I understand that sometimes there may be technical issues and I have patiently waited for them to fix the issue and credit my winnings, but it really should not take this long to recalculate the winnings of a single bet. I am therefore asking for your help to help me get my winnings of 240,00 € into my balance.

Resolved

€240

937 euro freebet winnings still missing after almost 10 days

On the 15th of December I made my third deposit of 300€ and received a 150€ freebet in return. I then placed two bets:

The 300€ real money bet was unfortunately lost. However the bet made with the 150€ freebet won on the 16th of December. After the game was over I noticed that my balance was still missing the freebet winnings (937,50€). I waited patiently and even contacted support about this issue multiple times during the past 10 days.

The only response I've ever gotten from either chat or their email support: "The responsible department has been informed and I will get an update as soon as something happens". This is not okay. I won the bet and thus the money should be available for me to use. Withdrawals that take a while are fine but not providing a player with the winnings of their bet is not a good practice and should be resolved quick.

I am therefore asking for your help to help me get my winnings of 937,50€ into my balance.

Resolved

€938

Late payment of 996 euros

Hello,

I come to ask for help please, I requested a withdrawal of €996 at jungliwin, this withdrawal was requested 14 days ago (sia 20 july 2022) so far jungliwin has not paid me :(

I'm super worried because almost every day I've been in contact with jungliwin, asking them to pay my withdrawal, but their answers are almost always the same.

"We are having problems with the bitcoin provider, please wait,...." or "Wait for news about your withdrawal,...."

Basically jungliwin responds like this, so I'm worried because it's visible that they are dragging the topic and they don't want to pay me!

I ask for help please, because I'm tired of hearing the same conversation over and over and they don't pay, it's been 14 days after my withdrawal request! :(

Thanks!

Resolved

€996

Owes me 300 euros

Hello, I made my registration at jungliwin about a month ago, at the beginning I made my deposit and joined the welcome bonus, I played I won and I made my first withdrawal and I received it without problems.

After 1 or 2 days I made my second deposit in the amount of €300 and then I requested the crediting of a new bonus, which request was accepted, they credited the bonus to my account.

But after a few minutes my account was blocked, I tried to get information about what was going on and they replied that I had multiple accounts and that I had abused the bonuses :( I was in shock with this attitude and situation, I continued talking to jungliwin and during the conversation jungliwin even committed to returning the amount of 300€ of my deposit, requested my bitcoin address for the return but they never paid me the amount of 300€, about 4 or 5 days ago I contacted them again jungliwin and now they say that they will not pay the amount of 300€ of my last deposit, this I call a gratuitous and baseless theft! and it is a bookmaker that has no word and posture, one day it says one thing and the next day it says another :(

Firstly, I never had duplicate accounts, the only account I had was the one that jungliwin blocked me and until today Jungliwin has not given me any proof of the duplication that they accuse me of. They also never asked me for documentation for verification or to confirm my entity :(

Secondly, they accused me of being a bonus abuser and I ask, why? I only played one bonus and took care to request my second bonus via email, which request was answered positively and jungliwin added this second bonus! You can see these proofs in the attached image!

I feel cheated and trampled by this casino, the only thing I want is to receive €300 so I'm here to expose my problem.

thanks

Resolved

Unjustified confiscation if winnings

I am being heavily abused by Jungliwin casino so I opened this claim in an attempt to get help for the big theft they are doing to me :(

< personal info removed >

On the 20th of June I registered at this casino, after that I deposited and joined the 1st deposit bonus, played and got a balance of €1463. Then I requested a withdrawal of €1463, a few days later as they hadn't paid me, I questioned them and their answer was that my account had been blocked due to account duplication. I was super annoyed because I don't have duplicate accounts, I asked Jungliwin to give me proof of this duplication but they didn't give me any proof, I offered to send my documentation for the KYC process they didn't want to,.. anyway it's revolting when a bookmaker gives us do this, because we will deserve what they want to do to us :( after much insistence to pay me my balance, they only and today paid the amount of my deposit, that is, of the 1463€ they only paid me 298€! this is revolting because they are to injure me and rob me of 1160€ :(

I don't know what else to do so I open this complaint in an attempt to get help so that this situation ends justly! I never had and still have duplicate accounts at jungliwin and it's strange that this company accuses me of duplicating an account when they didn't even do the KYC process for me :( be only 298€ :(

I am available for whatever is needed, I just want justice, I want to receive my missing €1160! I don't want wars, defamations,..I just want the money that is mine and that jungliwin wants to steal from me! :(

Resolved

€1,160