Lucky Jungle Casino - Jugador busca reembolso debido a falta de soporte del casino.

I have unfortunately been suffering from gambling addiction since 2020. I am on a self-imposed gaming break, but I relapsed and registered at Luckyjungle.com in September/October 2023. Since then, I have been spending approximately €600-€1500 per month.

I sent them an email after experiencing continuous losses in recent months and facing financial difficulties. I admitted that their site contributed to my gambling issues. I sought some form of goodwill refund due to significant shortcomings on their part, which led me to continue gambling despite the losses. For instance, I pointed out their lack of "duty of care" as they did not issue any warnings despite me playing for 12-13 hours during nighttime. There was no KYC (Know Your Customer) process, nothing at all.

Jag lider tyvärr av spelmissbruk sedan 2020. Är på spelpaus, men fick ett återfall och registrerade mig på Luckyjungle.com sept/okt 2023. Har spelat för ca mellan 600-1500€ i månaden sedan dess.

Jag sände de ett mejl efter att endast ha förlorat senaste månader och haft det tufft ekonomiskt att jag medgav att deras sida gett mig spelproblem. Sökte någon form av goodwill tillbaka då det fanns stora brister hos de som gjorde att jag fortsatte spela trots förluster. Bl a hänvisa till "duty of care" och 12-13 tim spel under nattetid och inga varningar från de. Inget KYC.. ingenting.

Dear Wildcat434,

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

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

• Have you contacted the casino in order to request protection from further gambling?
• Would you be so kind as to forward me such requests that you sent to the casino? My email address is [email protected]
• Have you received any responses from the casino?
• Is your account currently blocked?

Thank you very much in advance for your reply.

Best regards,

Tomas

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.

Hi Thomas,

I contacted them and described my situation. They blocked me from playing on their website, but still get into their website. However, they have removed my history from October on deposits.

I have pointed out their shortcomings in an email, but they believe that they have done everything to protect me by notifying me of this during registration (so responsible gambling). They deny that there have been any flaws and refer to their team contacting me several months ago and asking if I'm ok with losing my money, to which I said yes. It was during that period when I played for a smaller amount and did not spend whole nights and continued during the day with approx. 1-2 hour breaks in between. I have also announced that I have a job. If I play 9-10 hours at night and then go and be at work for 9 hours, that leaves about 5-6 hours at most to catch up with housework, sleep and take care of children. How is that possible? If anything, it should be clear that something is wrong. It has also never asked me about my source of income or a KYC so to feel better, which is a requirement of MGA.

I have now requested all history from October 2024 on active play time, time stamped deposits and withdrawal history and also all communication with them via chat. I also told them about their aggressive marketing of bonuses via SMS, email and calls to make an additional deposit for the next bonus in the chat.

I have never asked for protection myself until I asked them to shut me down because they protect me poorly. This as gambling addiction is a disease and having to take such a step on your own is difficult. It is the casino's job to raise a red flag because something seems to be wrong when a player is active and plays all night. Make deposit after deposit and just lose. They themselves have to come in and cancel and stop one from making any further deposit when they notice something is getting out of hand.

Hej Tomas,

Jag kontaktade de och beskrev min situation. De blockerade mig från att spela på deras hemsida, men kommer fortfarande in på deras hemsida. De har däremot tagit bort min historik från okt på insättningar.

Jag har påtalat deras brister i mail, men de menar att de har gjort allt för att skydda mig genom att meddela detta vid registrering (alltså responsible gambling). De förnekar att det ska ha funnits brister och hänvisar till att deras team kontaktat mig för en del månader sen och frågat om jag är ok med att förlora mina pengar, vilket jag svarat ja på. Det var under den perioden då jag spelade för mindre summa samt inte spenderade hela nätter och fortsatte även under dagtid med ca 1-2 timmar paus emellan. Jag har dessutom meddelat att jag har ett arbete. Om jag spelar 9-10 timmar på natten för att sedan gå och vara på jobb i 9 timmar så lämnar det ca 5-6 timmar som max för att hinna med hushållsarbete, sömn och ta hand om barn. Hur är det möjligt? Det om något borde vara tydligt med att något är fel. Det har dessutom aldrig frågat mig om min källa till inkomst eller ett KYC alltså för att känna mig bättre, vilket är ett krav från MGA.

Jag har nu begärt ut all historik från oktober 2024 på aktiv speltid, insättningar med tidsstämpel och historia över uttag och även all kommunikation med de via chatten. Jag berättade även om deras aggressiva marknadsföring på bonusar via sms, mail och uppmaningar om att göra ytterligare insättning för nästa bonus i chatten.

Jag har aldrig själv begärt skydd fram tills att jag bad de stänga av mig på grund av att de skyddar mig dåligt. Detta då spelberoende är en sjukdom och att behöva ta ett sånt steg på egen hand är svårt. Det är casinots uppgift att hissa röd flagga för att nånting verkar vara fel när en spelare är aktiv och spelar en hel natt. Gör insättning efter insättning och bara förlorar. De måste själva komma in och avbryta och stoppa en från att göra ytterligare insättning när de märker att någonting håller på att gå överstyr.

Thank you for taking the time to read and I wish you a Merry Christmas 🙏🏼

Tack för att ni tar er tid att läsa och jag önskar er trevlig jul🙏🏼

Thanks for the detailed explanation of the situation.

Kindly share any evidence of your claims against the casino to my email at [email protected]

If you believe the casino should have asked for KYC and proof of funds based on its license obligations, your best course of action would be to inform the licensor directly. We don't mandate online casinos to provide this sort of protection and can't penalize the casino for lack of action in this regard.

As far as the player protection you requested from the casino, we would need evidence from you to proceed with the complaint, such as the communication between you and the casino.

Please understand that we are powerless to confront the casino without any evidence.

I'll wait for your reply.

Hi Thomas,

I have requested data on my communications and deposits on LuckyJungle and am awaiting a response from them.

Please

Hej Tomas,

Jag har begärt ut data på min kommunikation och insättningar på LuckyJungle och inväntar svar från de.

Vänligen

Dear Wildcat434,

Have you received any response to your request for communication from the casino?

Please let me know.

Hello,

I received an email saying they have 30 days to give me what I have requested so I am awaiting a response 🙏🏼🌹

Hej,

Jag fick ett mejl om att de har 30 dagar på sig att ge mig det jag har begärt så jag inväntar svar🙏🏼🌹

Please share the email you received from the casino and any other supporting evidence to my email at [email protected]

Hi Thomas,

I have sent you email.

Please

Hej Tomas,

Jag har skickat mejl till dig.

Vänligen

Thanks for your email.

The Chat history you provide is password protected and password information is unavailable, kindly send me the information to my email.

Thanks for your understanding.

I have sent you the password🙏🏼

Thanks for your patience.

I understand that your situation must be difficult. I reviewed your communication with the casino; unfortunately, I have no good news.

From the circumstances you are describing and based on the communication you submitted we have to conclude the casino protected you after you informed them about your gambling problem which is what we would expect serious online casinos to do in your situation.

From our point of view, the casino should protect you from further gambling after you inform them of your gambling problem, which it seems the casino did. Unfortunately, the protection you refer to was either not activated by you or not available.

After careful consideration, your complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with this or any other casino in the future.