JackMillion Casino review

Name: JackMillion Casino review
Item: JackMillion Casino
Rating: 7.4

7.4/10Safety Index Above average by Casino Guru

Browse recommended casinos

Doesn't accept players from Ohio

No Deposit Bonus:

Not available

Deposit Bonus:

Not available

Important (1)

Visit Casino

Show company details

Payment methods

Show all (23)

Withdrawal limits

per week

$2,000

Owner Luckland Group B.V.

Established 2017

Estimated annual revenues

> $1,000,000

Licensing Authorities

Curaçao (GCB)

OverviewBonusesUser reviews19Safety Index explainedDiscussion16Payment methods23

Important: Casino may confiscate money from dormant accounts This casino deducts the entire balance (or a very large regular dormant account fee) from player accounts that have been inactive for a certain period of time (6 to 12 months).

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JackMillion Casino Review

JackMillion Casino has been subject to a thorough evaluation done by our expert casino review team. The team has analyzed its strengths and shortcomings in accordance with our casino review methodology. Aspects such as the casino's Terms and Conditions, fairness and transparency, licenses, up-to-date complaints by players, customer support, and withdrawal limits were considered by our independent team to place this casino on a scale from safe and legit to a scam.

Our evaluation has led to the casino's Safety Index, a numerical and verbal representation of our findings regarding safety and fairness of online casinos. The higher the Safety Index, the greater the assurance of playing and receiving winnings without problems. JackMillion Casino has an Above average Safety Index of 7.4, making it a viable choice for certain players. However, there are numerous casinos with even higher rankings in terms of fairness and safety. Proceed with reading our JackMillion Casino review to learn more about this casino. This will help you make an informed decision about whether this casino is right for you.

Safety Index – JackMillion Casino fairness and safety

To determine a casino's Safety Index, we use a detailed formula that considers a multitude of information gathered and assessed during our comprehensive review process. These include the casino's T&Cs, complaints from players, estimated revenues, blacklists, and many others.

In our review of JackMillion Casino, we read and assessed Terms and Conditions of JackMillion Casino in-depth. We came across some rules or clauses that we did not appreciate, and all in all, we find the T&Cs to be unfair. Unfair or predatory rules have the potential to be held against players to defend withholding their winnings. Therefore, as we discovered some serious issues with fairness of this casino's T&Cs, we advise seeking a casino with fairer T&Cs or at least approaching this casino with caution.

JackMillion Casino is a medium-sized online casino based on our estimates or collected information. In relation to its size, it has a very low value of withheld winnings in complaints from players (or it has not received any complaints at all). We factor in a correlation between casino's size and player complaints, because we realize that larger casinos typically tend to receive more complaints on account of increased player count.

To our knowledge, JackMillion Casino is absent from any significant casino blacklists. Casino blacklists, such as our own Casino Guru blacklist, may indicate mistreatment of customers by a casino. Therefore, we recommend players consider these lists when selecting a casino to play at.

On the whole, also considering other contributing factors in our assessment, JackMillion Casino has achieved a Safety Index of 7.4, which is classified as Above average. This makes it an acceptable option for some players, but there are better casinos for players who value a fair and safe environment in online gambling.

Note: JackMillion Casino is linked to 3 other online casinos, based on the information we've collected. The Safety Index of JackMillion Casino takes into account the qualities of all the interconnected online casinos.

T&Cs of JackMillion Casino evaluated

When reviewing online casinos, we thoroughly go over the Terms & Conditions of every casino in order to monitor their fairness. Within the T&Cs of many casinos, we uncover clauses that we deem unfair or potentially predatory. These rules can be used as a reason for not paying out winnings to players in specific scenarios.

We found some questionable rules or clauses during our review, because of which we consider the Terms and Conditions of JackMillion Casino to be unfair.

Note: You can find our specific findings from the T&Cs evaluation here.

JackMillion Casino player complaints

Our casino assessment approach relies heavily on player complaints, which provide us with a comprehensive understanding of struggles experienced by players and how casinos address them. When calculating the Safety Index of each casino, we consider all complaints received through our Complaint Resolution Center, as well as those sourced from other channels.

We currently have 1 complaints directly about this casino in our database, as well as 8 complaints about other casinos related to it. Because of these complaints, we've given this casino 0 black points in total, out of which 0 come from related casinos.

JackMillion Casino user reviews and feedback

On Casino Guru, players may evaluate and review online casinos to express their ideas, feedback, and experiences. Based on this information, we calculate a total user satisfaction rating that spans from Terrible to Excellent.

Based on the 19 user reviews of JackMillion Casino in our database, it has a Good User feedback score. Read the reviews in the 'User reviews' part of this page to learn more.

Note: User reviews may not fully reflect the casino’s quality, as some casinos may try to write fake reviews to improve their user feedback score, and there may also be unhappy players writing multiple negative reviews to worsen the casino’s reputation. We try our best to filter them out and generate an unbiased user feedback rating. Nevertheless, we do not consider user feedback when calculating the Safety Index.

Company information and licenses of JackMillion Casino

JackMillion Casino is in the ownership of Luckland Group B.V. and has an annual revenue estimate greater than $1,000,000. This makes it a small to medium-sized online casino according to our classification.

JackMillion Casino holds a gambling license in Curaçao issued by Curaçao Gaming Control Board.

Withdrawal limits, win limits, and payment method options

JackMillion Casino supports 23 payment methods. This includes: Payz (ecoPayz) , VISA, Mastercard, iDEAL, Giropay, eps-Überweisung, Trustly Pay, PostePay, Neosurf, Bitcoin (BTC), Bank transfer, Bonifico, Interac, Litecoin (LTC), Revolut, eZeeWallet, Interac e-Transfer, N26, Instant EFT by Swiffy, UTORG, Ethereum (ETH), SafetyPay, Klarna.

Many online gambling sites place restrictions on the maximum winnings and withdrawal amounts for players. Oftentimes, the win and withdrawal limits are high enough as to not impact most players. That being said, there are casinos, which pose quite restrictive limitations on the win and withdrawal amounts. This is the reason why we consider these limitations in our casino reviews. You can find information about the casino's win and withdrawal limits in the table below.

Withdrawal limits	Win limits
EUR 2,000 per week	No win limit
USD 2,000 per week
CAD 2,000 per week
ZAR 20,000 per week

Note: It's possible that some of the payment methods listed may not be used for both deposits and withdrawals. Moreover, the availability of certain payment methods may change depending on your country.

Customer support and language options

In our casino reviews, we always collect data about available languages and customer support options. Languages and customer support options available at JackMillion Casino are displayed in the table below.

Language	Website	Customer support	Live chat
English			24/7
Spanish
Italian

To understand how helpful, professional, and prompt the customer support representatives are, we contact them directly as a part of our casino review methodology. Customer support is crucial to us because it can be very useful in resolving problems with player's account, registration at JackMillion Casino, withdrawals, and other potential areas of concern. Based on the test we have conducted, we have rated the customer support of JackMillion Casino as good.

Casino games and slots available at JackMillion Casino

JackMillion Casino gives players an option to play these types of games: Slots, Roulette, Blackjack, Video poker, Baccarat, Jackpot games, Live games, Craps and dice, Keno, Scratch cards, Other card games, Crash games, Table games, Live baccarat, Live blackjack, Live roulette.

The casino's game library includes titles from 1 provider. This includes Realtime Gaming.

JackMillion Casino bonuses and promo codes

Online casino sites offer bonuses to attract and retain players, as an incentive to register a account with them and begin playing. The most prevalent bonus types are no deposit bonuses (or free spins) that you can get simply for registering an account, and deposit bonuses that are given out after making a deposit. Casinos also offer promotions like loyalty programs, welcome sign-up bonuses, and bonus codes.

We currently have 3 bonuses from JackMillion Casino in our database, which include:

150% up to $1,000 and 50 extra spins
200% up to $1,000 and 50 extra spins
250% up to $1,000 and 50 extra spins

Kindly take note that only players from specific countries may be eligible for some of these bonuses. To find out which bonuses you can claim, see the 'Bonuses' segment of this review.

Bonuses

No Deposit Bonus:

Not available

Deposit Bonus:

Not available

Payment methods

Show all (23)

Withdrawal limits

per week

$2,000

Games

Show all

Slots

Roulette

Blackjack

No betting

Video poker

No bingo

Baccarat

Jackpot games

Live games

No poker

Craps and dice

Keno

Scratch cards

No eSports betting

Crash games

Language options

English website

All languages (3)

English customer support

All languages (3)

English live chat

Game providers

Casino screenshots

Positives

Popular progressive jackpot slots
Live chat support is available 24/7
The casino is Bitcoin-friendly
Phone support available

Negatives

Minimum withdrawal is €100
Small selection of game providers

Author: Zuzana Cirochova Last updated: 15 Oct 2025 Anything incorrect or missing?Let me know

JackMillion Casino bonuses

Browse all bonuses offered by JackMillion Casino, including their no deposit bonus offers and first deposit welcome bonuses.

Casino Guru

We want players to understand gambling.

User reviews of JackMillion Casino

This is a place to share experience with JackMillion Casino. Read what other players wrote about it or write your own review and let everyone know about its positive and negative qualities based on your personal experience.

User feedback:

Good

Rated by 19 users

Very positivePositiveNeutralNegativeVery negative

Do you have any experience with this casino?

Write a review

Casino Guru

We want players to understand gambling.

Wrx_922

Bronze

Australia

• 7 months ago

The casino has gone to all time low and shit service.

I have been a VIP player 8 years plus and in that time I have seen the casino just decline to an all time low.

Don't sign up or join on this casino midas site or Jack million. My VIP manager Steven is arrogant and doesn't give any indication he is there to assist. He treats you like a number and expect you to deposit every day and a lot of money. So he can get he commission cut incentives and doesn't see you as a VIP player.

Steven is arrogant, rude and shows a lack of customer service. I been a long term player on the site for over 8 years plus and the VIP managers are always changing! So don't bother if your a high roller and wanting consistency.

I deposit thousands of dollars and yet get a response from Steven saying "We are not a charity" when I asked for a bonus based on my thousands of dollars I deposited recently.

The reason I asked for a bonus was that my incentives have been cut back in the past as they get more stingy and greedy.

The removed my high match deposit offer plans I had in place and cash back incentives. The offer a measly 30% match deposit when I deposit thousands of dollars.

My offer were really great back 2 years ago and now nothing but bad. They squeeze you for your money and the customer service agents are always clueless and slow.

I have been rude to customers service in past, but have moved forward and treated them with more respect and tried to be civil with them today. But who wouldn't be rude and angry at them when they offer to worst service and squeeze you for your money!

As Steven the VIP manager showed the true colours of the casino, your just a number and quoted "we are not a charity" and tried shrugging me off and diverting my away as he showed signs that he didn't care. Just because I don't deposit every day and he wants numbers and commision.

I have to say this VIP manager out of all I come across is an asshole.

Also been advised that I need to deposit more for better deals and to get my offers reinstated. They don't see thousands of dollars deposited monthly as activities! They are nothing but money grabbing casino!.

Nothing great at all!
Don't play or sign up!

Withdrawal processing time commitment lies
Poor customer service
Greedy VIP manager
Money squeezing casino
They see you as a number and not player

Eljarari17

Bronze

Spain

• 7 months ago

Great experience with Jackmillion, it's a very good online casino to enjoy and make good profits. Many years with the casino and happy.
I want to highlight the bonuses, especially on Thursdays and Fridays, which double your deposit. To release the bonus, they only require a 15x deposit. It's usually very simple, and with a little luck, it's a great help that should be highlighted.
While withdrawals are now a bit faster than before, once you make a withdrawal, you have to wait 48 hours for it to be approved and verified. Withdrawals are now almost instantaneous at many casinos. I hope they can improve in that regard!

Good customer service 24 hours a day
Buena atención al cliente las 24h
Grand Prix
Grandes premios
Slots Party
Fiesta de slots
Curious slots with a lot of variety
Slots curiosas con mucha variedad
bonds
bonos

You must wait 48 hours for withdrawal approval.
Hay que esperar 48 horas para la aprobación del retiro.

edelweissastur

Silver

Spain

• 1 year ago

Negative. Customer service is only quick if you want to reopen the account

They charge 10 euros per withdrawal
Cobran 10 eur por retirada
Minimum withdrawal amount €100
Importe mínimo de retirada 100€

evasivas

Bronze

Spain

• 2 years ago

I have had an amazing experience at this casino!!!!!After making several deposits and closely examining the RTP of my favorite games, I am pleased to say that my expectations were spot on. Although I had a bit of a rough start with losses, I managed to enjoy some great victories. Various bonuses added an extra layer of excitement to my gaming sessions. I really love playing here!!!! Very grateful to the Manager Dunia who is very close, decisive and a charm!!!! Highly recommended!!! 2 good Jackpots made my night and of course all my withdrawals received!!!!! A 10 out of 10!!!!

Everything is positive!!!
Todo es positivo!!!

At the moment nothing to object.
De momento nada que objetar.

JackMillion Casino

Dear evasions,

It fills us with joy to know that you had such an incredible experience at our casino! We sincerely appreciate your enthusiasm and the time you have spent exploring and enjoying our platform.

We appreciate your kind words towards Manager Dunia. We are proud to have such dedicated and decisive professionals on our team. We'll pass on your praise to Dunia and make sure she knows how grateful you are.

Thank you for choosing us and we hope to see you soon for more exciting moments!

The Jack Million Casino Team

Andrea1411

Bronze

Spain

• 2 years ago

Hello, I want to put on record that this casino is totally illegal in Spain and many other countries according to my lawyer, as well as abusive clauses as more colleagues have put here, that is, it is impossible to withdraw.
I have been sending them emails for 20 days to get them to close my account and even telling them that they are problems with responsible gambling they do not want to close the account nor do they answer the emails and they pepper you with publicity so you can play.
As people who have commented here have recommended me, I have spoken with a lawyer to get my deposits back and the losses as they are illegal.
I hope they answer.

Nemokid

Diamond

Italy

• 2 years ago

They close your gaming account as soon as you manage to win something, after having tried in vain to make you play that winning again with absurd promotions and closing your account in advance and then reopening it! Theirs is an unprofessional and somewhat dishonest ethic!! Avoid this casino. Username: igormarchini.

lack of professional ethics
assenza di etica professionale
they close your account as soon as you go positive
ti chiudono il conto appena vai in positivo
they try to make you play the winnings you just obtained
tentano di farti rigiocare la vincita appena ottenuta

JackMillion Casino

Dear Nemokid,

Thanks for your comment.

We are very sorry to hear this, as we care deeply about player satisfaction.

We would like to further investigate your experience. He posted this comment under the name "Nemokid", but this username is not registered on our website.

Please provide us with your username so we can investigate further.

We look forward to receiving these details.

Thank you

Jack Million Casino

wrx_92

Bronze

Australia

• 2 years ago

Good match deposit bonused and deals for VIP players, once again wanted to thank my VIP manager Flavio and show my appreciation for his services. I also get assistance from Frank too at times. They both do a good job and keep the casino running.

Good communication
Good bonus
Good VIP offers
Great live casino

None at this stage

JackMillion Casino

Dear wrx_92,

Thank you so much for taking the time to share your positive experience with us. We're thrilled to hear that you enjoyed our Casino and that it met your expectations. Your satisfaction is our top priority.

We are always striving to improve our offerings and provide the best possible customer experience, and feedback like yours helps us to do so. We look forward to seeing you again soon and providing you with the same level of exceptional service.

Thanks again for your kind words and for choosing Jack Million.

Best regards,

Jack Million Casino

Miguel1977

Unregistered user

Spain

• 3 years ago

I want to record that you promote a service that is not put into practice, that is, when you want to contact a VIP manager they are never or are in a meeting, traveling, etc. (Ahh I don't even have it assigned), being a VIP client as I am.
The attention leaves much to be desired, if you want to waste your time and your money, this is the right page.
I am not going to speak well of this page and I will never recommend it.
It takes a thousand years to close it and they try to convince you not to close it (perhaps a little gift for you to stay that you will never free).
And what about withdrawals take time, you play and play and of course you lose.
This is in jackmillion, don't be fooled.

Nothing, well something positive are the support people.
Nada, bueno algo positivo son las personas de soporte.

Everything is negative, starting with the attention of their so-called VIP managers.
Todo es negativo, empezando por la atención de sus supuestos gestores vip.

JackMillion Casino

Dear Miguel1977,

Thank you for your comment.

We are very sorry to hear this as we take player satisfaction very seriously.

We would like to investigate your experience further. You posted this comment with the username "Miguel1977", please can you confirm that this is your username so we can investigate further.

We look forward to receiving these details.

Thank you,
Jack Million Casino

JUAN7777

Unregistered user

Spain

• 3 years ago

ONE OF THE BEST ONLINE CASINO, IF NOT THE BEST, UNBEATABLE CUSTOMER SERVICE THROUGH CHAT. VERY INTERESTING PROMOTIONS EVERY DAY. WOULD LIKE TO HIGHLIGHT A SPECIAL MENTION TO MY VIP MANAGER. (VIRGINIA). A TRUE PROFESSIONAL, ALWAYS PENDING ON MY NEEDS. ANY PROBLEM IS SOLVED FOR YOU INSTANTLY, VERY VERY RESOLUTIVE.

VIP Manager VIRGINIA (A 10)
Vip Manager VIRGINIA (UN 10)

THERE IS NOTHING NEGATIVE
NO HAY NADA NEGATIVO

JackMillion Casino

Hello JUAN7777

Thank you very much for your comment.

We're glad you feel that way, as our goal is for all of our players to be satisfied and have a great experience and stay with us for the long term.

We would like to thank you for your continued loyalty.

If you need more help, please contact us. Our live chat is available to you - 24/7

Good luck!
Jack Million Casino

erik1912

Bronze

Spain

• 3 years ago

One of the best casinos I know. The chat works quite quickly and they resolve any questions.
And what about manager Alex…. People like him make this casino great! Professional, always attentive to customers, friendly and close treatment!
Without a doubt, he is the best in this room.

speed chat
Rápidez chat
excellent vip treatment
Trato vip excelente
Always friendly and very polite
Amables siempre y muy educados
100% recommendable
100% recomendable

Until today nothing to object
Hasta hoy nada que objetar

JackMillion Casino

Hello erik1912

Thank you very much for your comment.

We're glad you feel that way, as our goal is for all of our players to be satisfied and have a great experience and stay with us for the long term.

We would like to thank you for your continued loyalty.

If you need more help, please contact us. Our live chat is available to you - 24/7

Good luck!
Jack Million Casino

SorenK000

Bronze

Denmark

• 3 years ago

JackMillion is a fantastic online casino launched in 2017. The casino's design is outstanding, as it features a black background with a bright yellow colour scheme. What I really enjoy the most as well is their wide variety of promotions that are shown on the main page plus a lot of different genres of games to choose from.

JackMillion Casino

Hi SorenK000

Thank you very much for your review.

Comments like yours make us thrive so we can provide the best service to all our players. Our dedicated team is praised for their hard and dedicated work on a daily basis.

We would like to thank you for your continuous loyalty.

Should you need any further assistance, please contact us. Our Live Chat is available for you - 24/7

Best of luck!
Jack Million Casino

Matemoher

Bronze

Spain

• 4 years ago

Hello Chic @ s !!! ... Although I am losing some money, I have to tell you that JackMillion is a GREAT casino ... The VIP assistants (Alex, for example) are great professionals and empathize with the player at 100 % !!! ... They give you a lot of bonuses, so that you can recover what you lost, they do everything possible, so that the players are well and try not to always lose !!! ...
They are great !!!
A Matriculation of Honor for the casino and especially for the Attendees ...
😉

Generous
Generosos
Cordial
Cordiales
Helpful
Serviciales
Games that pay off
Juegos que reportan beneficios

They have no deposit limit
No tienen limite de deposito

JackMillion Casino

Hello Matemoher,

Thank you for your kind words and comments about our Casino and our dedicated team.

Comments like yours make us prosper and thus be able to give the best service to all our players. Our dedicated team is lauded for their hard and dedicated work on a daily basis.

If we can be of any help, please get in touch with us, we are available 24/7 via chat, email and phone.

Kind regards
JackMillion

MarleneNel

Bronze

South Africa

• 4 years ago

Thank you very much for ypur response to my issues. I appreciate the time taken to tey and contact me. I will continue to support your casino, when I am able to. Thank you Alex, account Manager, for always being sympathetic to issues that might arise.

Alex is a fantastic account manager, that take great care in providing customer service.

Namibian FNB cards not working as deposit method.

JackMillion Casino

Hi MarleneNel,

Thank you for your kind words,

As mentioned in our previous reply, we are always here for you and will help you any way we can. We will also pass on your thanks to Alex.

Hope to see you again soon at the casino,

Kind regards
Jack Million

Mamu1936

Unregistered user

Malta

• 4 years ago

Had several accidents through the Casino in the past, managed to overcome them once I met Alex one of the VIP Managers over there which I am sure he is the only one who managed to take it seriusoleyt my requests and problems. Going beyond his duties, he also said that if the Casino does not allow me to refund me anymore, he is willing somehow to offer me a cah bonus out of his own pockets. Not sure if that is true or if that can happen online, but I am sure sure of is that he helped me and spoke to me like a real human being not like a robot and he understood my problems. Well done Alex! Will play again and speak to you all the times.

VIP
Customer support

Low bonuses if not VIP

JackMillion Casino

Hi Mamu1936,

Thank you for your review.

As a casino, we try our very best to meet all players demands and review and tackle all accidents when they arise. In your case, we are pleased that your incidents have been put in the past and that we're back on the right track.

Whilst thanking you for your continuous loyalty, we hope that you have more winnings in the future.

Should you need any further assistance, please contact us or Alex directly. We are always available to help.

Best of luck!

JackMillion Casino

Marlene

Unregistered user

Namibia

• 4 years ago

Very poor response from Managers. No answer on emails. I am VIP player and gets treated horrible. New staff has no idea what is going on, and when query is loaded or mailed, no response is received.

JackMillion Casino

Hi Marlene,

We hope this finds you well.

We apologize for the late reply here on CasinoGuru.

While we thank you for taking your time in leaving us this review, we are definitely not happy to see such as loyal; customer like yourself having this sort of experience with us.

We have deeply checked what happened during your stay with us, and as you may be aware, we have tried to contact you through phone calls and SMS several times but since you phone provider issue persists, unfortunately, we could not reach you.
May we suggest you once again to please double check with your phone service provider why you are not receiving any promotions or calls from our side like you used to do in the past with the old provider? From our side, we can confirm that additional test have been done from our dedicated ‘Tech Team’ and we can confirm with you that everything is working as it should be.

In regards to the emails reply, as you maybe aware already, due to the COVID-19 Situation and as advised on August 2021 on our web page, emails can be slightly delayed due to several staff from our teams are working remotely hence due to date protection and for the security of all our clients, we cannot disclose any of their personal information while someone is working remotely. We hope this situation will seize soon and emails communication will come more effective like before.

Meanwhile, we keep suggesting you to please reach us on our live chat that is open 24 Hours a day for 7 days a week and as always, we will be glad to have a chat with you there until your phone provider issue will be sorted from your end.

While we trust the above was at your satisfaction and answered your queries, please do not hesitate to email us on the VIP Department email address [email protected] and as a loyal VIP Player, we will make sure to tackle your emails all in a faster way.

Jack Million Casino

Safety Index of JackMillion Casino explained

Take a look at the explanation of factors that we consider when calculating the Safety Index rating of JackMillion Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.

Safety Index:Above average7.4/10

Medium-sized casino, based on our research and estimates

We consider the casino's T&Cs to be unfair

Not found on any relevant casino blacklist

No player complaints or very low value of withheld winnings in complaints in relation to the casino's size

We also considered other factors, which had a neutral impact on the casino's Safety Index

The Safety Index of this casino was calculated based on our research and data collected by our casino review team. Learn more about casino review methodology

Has this casino done something unfair to you?

Submit a complaint

Important

Unfair terms and conditions

Casino voids gaming account balances after less than one year of account inactivity
T&C copied from the casino's website (in English):
Read less
Read more

Other factors

Low withdrawal limit: €2,000 / week

Complaints about JackMillion Casino and related casinos

(27)

27All0Opened1Unresolved9Resolved17Rejected

Complaints directly about JackMillion Casino

Our verdict Insufficient evidence from player

Player faces bonus issue with frozen game.

The player from Italy encountered an error screen while trying to use a paid bonus of 10 free spins after winning on the second spin. Customer support informed him that the game could only be unlocked by forfeiting the bonus. The casino later canceled the bonus and refunded the amount, which the player disputed, claiming he had already won approximately 500 euros. He requested account closure due to concerns about the casino's practices. The complaint was closed as we were unable to pursue further action without additional evidence from the player.

Read moreRead less

Closed Submitted: 13 Aug 2024

Disputed amount: €500

Our verdict Player stopped responding

Player from Spain struggles to self-exclude from online casino.

The player from Spain had been dealing with a severe gambling addiction, which compounded ongoing psychological problems. Despite her attempts to self-exclude, the online casino had continued to allow her to play, even incentivizing her with bonuses and rewards. Consequently, she had lost over 225,000 euros. We had attempted to mediate the situation, asking for evidence of her self-exclusion requests and inquiring about the last time she accessed her account. However, the player was unresponsive to our queries and failed to provide the necessary information. As a result, we were unable to further investigate or offer potential solutions, leading to the rejection of this case.

Read moreRead less

Closed Submitted: 16 Feb 2024

Disputed amount: €200,000

Our verdict Case closed

Player is struggling to close her account.

The player from Italy, who had admitted to having a gaming addiction, had been trying unsuccessfully for over a year to close her online casino account to manage her losses or wins. Despite multiple emails to the casino's support, she had only been informed that the process could take several months. After her complaint was submitted to the Complaints Team, they had advised her to send a self-exclusion request to the correct casino support email. Following this advice, the player's casino account had been successfully closed. The issue had subsequently been marked as 'resolved' by the Complaints Team.

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Resolved Submitted: 01 Jan 2024

Disputed amount: ??

Our verdict Case closed

Player's request for self-exclusion ignored.

The player from Spain had requested a self-exclusion from JackMillion Casino via email. The casino had offered a 7-day exclusion period, after which the player had been required to request an extension. The player had not been satisfied with this arrangement and had sought further assistance. Following our guidance, the player had managed to secure a permanent self-exclusion. The issue had been successfully resolved and the complaint had been closed.

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Resolved Submitted: 08 Dec 2023

Disputed amount: ??

Our verdict Insufficient evidence from player

Account closure and refund request from a player.

The player from Spain, who had a gambling problem, found his account had been closed and his losses were not returned. He had requested the casino to reopen his account and refund his money. The player had claimed to have sent self-exclusion documents, but the complaints team had not received any evidence of such a request. The player was unable to provide the necessary documentation to prove his claim, as he couldn't access his closed account. Despite the player's assertions, the Complaints Team had noted the necessity of having an email confirming account closure or self-exclusion request. Due to the lack of evidence, the Complaints Team was unable to assist further and had to reject the complaint.

Read moreRead less

Closed Submitted: 18 Nov 2023

Disputed amount: €2,000

Our verdict Player stopped responding

Player is unable to close the account.

The player from Spain had requested an account closure and discontinuation of promotional messages in August. Despite having provided all the necessary information, the online casino had not yet addressed the request. The player had also complained about an increase in promotional messages since filing the complaint. We had advised the player to send another email to the casino and to keep us updated on any developments. However, due to the lack of response from the player to our messages and questions, we were unable to proceed with the investigation and had to reject the complaint.

Read moreRead less

Closed Submitted: 13 Sep 2023

Disputed amount: €1,000

Our verdict Unjustified complaint

Player's cashback request unanswered.

The player from Spain closed his accounts and is continuously receiving messages from the casinos. He demands cashback for his deposit of over 40,000 euros which he was not initially informed. After a closer examination, we ended up rejecting this complaint as unjustified.

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Closed Submitted: 05 Aug 2023

Disputed amount: €4,000

Our verdict Player stopped responding

Casino irresponsible towards player's gambling addiction.

The player from Italy, who had requested account closure due to gambling addiction, was rather encouraged by the casino to keep playing, with an offer of 50 euros. As a result, he subsequently lost an additional 500 to 600 euros. The player is seeking a full refund. We rejected the complaint because the player didn't respond to our messages and questions.

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Closed Submitted: 21 Jul 2023

Disputed amount: €500

Our verdict Case closed

Player's deposit has never been credited to the account.

The player has deposited money into the account, but the funds seem to be lost. The player later confirmed that the deposit was processed successfully, therefore we marked the complaint as resolved.

Resolved Submitted: 11 Apr 2023

Disputed amount: €500

Our verdict Case closed

Player’s attempts to close his account were overlooked.

The player from Spain attempted to close his account in the casino on multiple occasions but wasn't successful. The player confirmed that they had not expressed clearly that they wished to close their account due to gambling problems, so there were no grounds to recover their previous deposits. However, the player asked if we could help them permanently exclude themselves from the casino as they could not get a response. After contacting the casino, the player's account was blocked permanently and all promotional communications from the casino were stopped. The player confirmed this and the complaint was resolved.

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Resolved Submitted: 10 Jan 2023

Disputed amount: ??

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