Junglebet Casino - Hráčský účet byl po vkladu uzavřen.

Hello

Please help me sort out my situation.

On 11/28 I registered and made a deposit of 1450 TRX in cryptocurrency

A few minutes later my account was blocked. I didn't even have time to do anything. They just blocked

"The user account is suspended. Please contact support."

I contacted support. They told me that I needed to send a photo of my ID to "kyc@junglebet.com".

At the same moment I take a photo and send it to the required email address.

I haven't received any response. More than 4 days have passed. I haven't received any news..Chat support says wait for a response.

I suspect that this is a Scam and I won't get any response. Because I don't know of any casino that blocks access to the account after registration and deposit and then requires a KYC check.

When I asked how long to wait for the check, they told me no. Chat support says that they themselves don't know, and there are no time intervals.

I have already regretted 10 times that I paid attention to this casino on your site.

Please help me get my deposit back.

I didn't take any bonuses, I didn't play in the casino, I didn't place bets...I didn't have time to do anything at all. They just blocked me!!

Dear Tytnetok,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Junglebet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide a hash of your deposit to the casino?
• Could you please share with me your communication with the casino supporting your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent a document with screenshots of the chat correspondence to your email

Thanks for your email.

I went over the correspondence between you and the casino and I understand your frustration.

Has the casino refunded your deposit, or has the casino provided you with an update regarding the verification of your account?

Please let me know.

the casino didn't return anything. There is no information!!

Thank you very much, Tytnetok, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tytnetok,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Junglebet Casino representative to join this conversation and participate in resolving this complaint.

Dear Junglebet Casino,

Could you comment on this?

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 Stefan and Tytnetok,

Thank you for bringing this matter to our attention. After conducting a detailed review of the case, including consulting our third-party risk management provider, we have identified several violations of our Terms and Conditions, which we are obligated to address:

1. Restricted Country Violation:
2. The ID provided during the KYC process indicates that you are located in a restricted jurisdiction, as outlined in Clause 5.1.3 of our Terms and Conditions. Residents of restricted jurisdictions are not permitted to access or use our services, and any accounts from such jurisdictions are subject to suspension.
3. Multiple Accounts:
4. Our investigation has confirmed the creation and use of multiple accounts linked to your identity, in direct violation of Clause 6.4, which states that only one account per customer is permitted.
5. Sharp Betting Behavior:
6. Our third-party risk management provider flagged your account for sharp betting activity and patterns that match flagged profiles across their platform. These behaviors are inconsistent with the fair play principles outlined in Clauses 4.10 and 27.1 of our Terms and Conditions.
7. Outcome and Resolution:
8. Based on these findings, your account will remain permanently suspended as per Clause 7.3.
9. Your deposit of 1450 TRX has been forfeited, as per Clause 9.7, due to violations of our Restricted Use and Registration policies.

We understand that this outcome may be disappointing, but these measures are essential to maintain a safe, fair, and compliant gaming environment for all users.

If you believe there is additional information that we have not considered, or you wish to discuss this matter further, please contact us directly at support@junglebet.com. We are committed to fair treatment and will review any new evidence you provide.

Thank you for your understanding.

Dear Junglebet Casino,

Thank you for your response and the information provided. Could you provide us with evidence of such accusations? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Stefan we emailed you with the requested information

Dear Junglebet Casino,

I have responded to your email.

I'll be awaiting your reply.

The accusations are false and I can explain each point:

Restricted Country Violation: "5.1.3. If you are a resident of one of the following countries, or accessing the Website from one of the following countries: - Australia - Austria - France and its territories - Germany - Netherlands and its territories - Spain - Union of Comoros - United Kingdom - USA and its territories - All FATF Blacklisted countries - Any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority."

this is a list of banned countries from your site terms and conditions. this is public information. as you can see the countries of Kazakhstan are not banned!

Multiple Accounts: I have only one account and it is the one you blocked after the deposit!! I am not connected with any accounts and I cannot be connected, since I provided you with a photo of my ID document. I registered with you for the first time, I found you on the site https://kazinoazov.net/obzor-junglebet-casino. which I have already regretted more than once.

Sharp Betting Behavior: this accusation does not apply to me at all, since I have already said many times that I did not make a single bet, I did not play slots or roulette. I DID NOTHING AT ALL!! I registered, made a deposit and was blocked. What kind of behavior in betting is this? What can we even talk about here!! Maybe you confused me with someone else or are looking at the wrong place. The wrong account. I don’t even know how you can accuse someone of betting behavior that did not happen. It’s even funny!

and in conclusion I want to note that I tried to contact you directly...you ignored me. after sending a photo of my document you did not answer anything. in the live chat they told me that they are not competent in matters of KYC checks and that I should wait for an answer by mail. but there is still no answer. and I had to write a complaint

now you accuse me of fraud, which I did not do. I did nothing at all. I just made a deposit

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 Stefan, we have reached out to the player. Could we please extend the time to allow him to respond so we can resolve this issue? Thank you.

Dear Junglebet Casino,

Could you comment on the player's response?

I'll be awaiting your reply.

Dear Junglebet Casino,

Thank you very much for your cooperation and a gesture of goodwill.

Hello Tytnetok,

Did you manage to receive a refund of 1450TRX to the provided address?

I'll be awaiting your reply.

hello

I got all the funds back to my wallet.

thank you very much for helping to clarify the situation.

this complaint can be closed, I have no complaints about the casino.

Dear Tytnetok,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru