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Slots Jungle Casino - Threatened by Customer Service, Account Closed after online chat because of software/website issues

Complaint Info
Disputed casino Slots Jungle Casino
Reason Account closure
Posted on May 11, 2014

After successfully depositing, playing, and losing an initial deposit of 125.00 -- I deposited an additional 99$ on slotsjungle. I used a promo code that included 10 free spins on the game, "Aladdin's wishes". The game would not properly load, which led me to contact customer service. I continually noted the error code I was receiving and that it requested I contact customer service, however, I told issues were related to my browser, not beign logged-in and other random issues that did not make sense. After receiving no help, I took it upon myself to uninstall the program and re-install it. After uninstalling it, I returned to the slotsjungle website to download the software. At this time, the website kept returning error messages when I would attempt to download it. Trying to resolve the issue, I re-entered customer support chat. I continued to receive no help -- and it was becoming clear that my issue was not being paid attention to. Despite me confirming with other players that similar issues were occurring with the SlotsJungle website, the staff continued to tell me it was problems with Flash or my browser or computer. Even after sending screenshots of the issue to "Molly" the customer service rep, as she requested. Finally, I gave up hope with the online chat -- telling Molly, "This is poor customer service. I'm going to call in and ask for a refund."

I previously had experienced much better customer service via the phone, so it was my intention to call in and see what could be resolved. At that point, if I couldn't be helped, I would opt for a refund since I couldn't play with the money I had already deposited. Before calling, I tried to log-into the slotsjungle website to get the account information I would need on the phone. At this time I was informed my account was disabled and I needed to contact online chat again. When I did this, I was treated very rudely by the shift manager. Without my consent, or my knowledge, a refund was processed and my account was closed. When I asked if this was in the best interest of the company to close my account and issue a refund without my consent (despite my consistent revenue stream) I was threatened that I would no longer be able to play at any online casino because of this. This threat was from the shift manager that Molly transferred me to. He referred to himself as "James".

James continued to treat me very rudely, not trying to resolve the situation whatsoever, and delayed when I requested contact information for a complaint. He claimed to have called me and gotten a voicemail -- which was his reasoning for issuing a refund and closing my account within 5 minutes of the online chat. He then refused to give me direct contact information (only the company line and email from the website).

I have all chat logs saved. I still have not received the refund at this time. I have not been contacted or offered any resolution. Apparently, it is in their best interest to treat customers poorly and threaten them when they have issues with the software.

Posted on May 4, 2014


I'm sorry you experienced these issues in one of our casinos. Please let me know your username so I can look into this.

I would like to apologize specifically in regards to the poor assistance given by our casino representatives, Ill submit a report to their superior to take care of this issue personally.

Best regards

Posted on May 4, 2014

Hi again tsnyder7000,

In regards to any misconduct taken by our support staff. It has been reported and the proper steps will be taken to remedy the issue.

You will receive personal assistance from one of our VIP managers in regards to the problem with the casino games and bonuses.

I would like to remark that we value your presence at our casinos and this incident wont happen again. On behalf of Slots Jungle we apologize for any inconvenience.

Hope to hear from you soon, but letting us know about a better experience :)

Posted on May 4, 2014

tsnyder7000 is my username that you requested. Also, to this point, I have not been contacted by a VIP manager. Thanks.

Posted on May 7, 2014

I'd like to point out that this still has not been resolved. I was contacted, however, the "settlement offer" i received was very similar to what new players receive to sign up with Slots Jungle.

Posted on May 7, 2014

Hi tsnyder7000,

You created this complaint to report what happened with the support and the closing of your account.

As you can understand, my interest here is to take proper care of these 2 issues. Any compensation or bonus added to your account is an extra, to show you that we value your presence at our casinos.

Regarding the original 2 points, please let me know if the account is working properly and if you received proper assistance from our VIP department.

Best regards,

Posted on May 10, 2014

Dear @tsnyder7000,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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