Dear Agustina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your game history to [email protected]. Finally, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Agustina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

ver won a prizeI play Starburst slots regular, I deposited ￡10 or over and was offered free spins which I accepted. I cant remember how much I won on the free spins but it was not a lot.

I continued playing and I was winning and when I looked up I saw that my money had reached over ￡200, I had been playing all day as iv just had a hip transplant and with the corona virus I cant go out.

When I looked at the bonus where my money is, The wagering requirement had been reached so the money in my account was mine.

I continued playing and when I next looked up at my account it was ￡211 or just over, I spoke with my daughter and when I looked round to continue playing my account said I only had ￡8.00.

This is not right, as if its in the small print that money will be taken back, then I suggest that you do dot give free spins and honer peoples winning, we all have bills to pay and everyone one wants to do something to pass the time away, I was lucky enough to be able to work until I was 60 years, but now as im disabled I have to sit home, and yes I play bingo on my computer, iv played bingo all my life at bingo clubs nobody has ever won a prize where the caller has said as we gave everyone a discount we will keep the money you have one., so I just want you to please honor my winnings as my daughter wanted me to take this further.

yours faithfully

Mrs Agustina***.

Please accept my apologies for not having contacted you earlier but the truth is I never saw the email you sent me until toda'

A.J.C.T.

Dear Agustina,

Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to [email protected]. Thank you very much in advance.

I only spoke to someone on line with regards to the game and I was told to send you my complaint.

Yours sincerely

Mrs Agustina ***

Dear Agustina,

I’m sure you understand that I don’t work for Jungle Reels Casino, but as one of the www.kpvfaw.com independent employees and professionals I’m trying to help you to resolve your issue.

Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to [email protected]. Thank you very much in advance.

Good evening Petronela,

As I have tried to explain , I know that I had ￡211 and suddenly that money was taken away from me leaving me with ￡8.

I am disabled and im going on to 64, why should I have to stress myself more, by writing Emails that are never resolved, all you are doing is going back and through and not resolving anything, I am going to contact the Obnesmen to take over my complain and if need be, I will contact a solicitor.

Yours faithfully,

Mrs Agustina ***

Dear Agustina,

I’m very sorry but you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Please understand that all the requested information is essential if we wish to proceed with the case. 

Have you tried to communicate this issue with the casino itself, before contacting www.kpvfaw.com? If there’s any relevant communication, please forward it to [email protected]. Thank you very much in advance.

I did speak with a member of jungle reels who advised me to contact you as he does not deal with the money complaints.

I did speak on line by writting so they have the information of our comversation, I will get my daughter to try and retrive my complaint but if we cant then Jungle reels casino have all the details

I will contact you again once my daughter gets home.

Yours faithfully

Mrs Agustina ***

I will be waiting for your reply patiently. 

Dear Petronela

I have tried to find the corespondence that I had with the person I spoke to, on Jungle reels casino slots, as he was on line with me, and I was folling his/her instructions, I can not find the tab for the conversation that we had and as its been quite a while it might have been deleted as they are normally deleted after 10 days . Maybe if you speak with them they will be able to tell you more as ￡203 was snatched away from me whiltst playing slots and it is unexceptable and robery and I will contact the obnesmen if necesery as old people who play and even young should not have to go through the stress that I have and still am going through.

Yours faithfully.

Mrs Agustina ***

Thank you very much, Agustina, for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Agustina,

I am very sorry to hear about your issue. I will do my best to help you.

Jungle Reels Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Thank you Zuzana

yours faithfully

Agustina Juana ***

We would like to ask the Jungle Reels 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.