Lucky Jungle Casino - Das Spielerkonto mit ausstehender Auszahlung wurde geschlossen.

I cashed out 409 kr. Today, on the 29th of December 2023, I logged into my account only to see "account closed".

I am also unable to get in contact with them.

This is simply too poor. I MUST have my money.

Jeg har udbetalt 409 kr. Idag d. 29-12-2023 logger jeg ind på min bruger men der står "account closed".

Jeg kan heller ikke komme i kontakt med dem.

Det er simpelthen får dårligt. jeg SKAL have mine penge.

Hello bjornmolsing,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Jungle Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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 800 complaints.

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

It was verified on 23 December. Yes collected them with real money, I spoke to them yesterday 12/28/2023

Den blev verificeret d. 23 december. Ja samlede dem med rigtige penge, jeg talte med dem i går d. 28/12-2023

how Long time does it take, to get my money from lucky jungle?

Hello bjornmolsing,

Did you contact the casino through e-mail after your account got blocked? If yes, can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I have written to them yes, but they have not replied to me, I sent the first email on 23/12 2023

Jeg har skrevet til dem ja, men de har ikke svaret mig, jeg sendte den første mail d. 23/12 2023

Hello bjornmolsing and thank you for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Mange tak

Hello, bjornmolsing,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lucky Jungle Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Jungle Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's account been blocked and the winnings confiscated? What steps should the player take to unblock the account and withdraw the remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear bjornmolsing,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the following institutions mentioned in the casino's Terms and Conditions and file a complaint to them (available HERE, section 17. COMPLAINTS AND DISPUTES):

• ThePOGG - by filing a complaint HERE
• (European) Online Dispute Resolution (ODR) - by THIS FORM
• Malta Gaming Authority (MGA) - by emailing support.mga@mga.org.mt or by their COMPLAINT FORM

Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. The casino has a good license so the listed bodies should have better options and tools to help you with the matter and reach a solution.

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru