Firejackpots Casino - Player's account closure request ignored.

I am filing a formal complaint against Fire Jackpots for a severe breach of responsible gambling regulations and a total failure to honor a self-exclusion request due to gambling addiction. I want to confirm that I possess full, undeniable screenshots of all email evidence and my complete account deposit history ready to provide to your team.The Timeline of Events:August 19, 2026 (3:30 PM):

I sent a clear email to Fire Jackpots support explicitly declaring my severe gambling addiction and demanding an immediate, permanent self-exclusion.Exact Email Text sent: "I would like to close my account immediately please. I have a gambling addiction and problems with this addiction and I keeping loose all my money. I need this account closure or permanently self-exclusion."

August 19, 2026 (3:39 PM):

Instead of locking my account immediately to protect me, their support system sent a deflection message telling me to email a different inbox: victoria@firejackpotscrm.com . I followed their instructions and forwarded my addiction notice to Victoria at 3:49 PM on the exact same day .The Breach: Fire Jackpots completely ignored my emails, failed to apply any responsible gambling tools, and left my account fully active.August 27 & 28, 2026: Because they failed their duty of care and left the account wide open, my addiction took over and they successfully accepted an additional £1,059.20 in deposits from me

My internal casino account history and automated deposit receipts prove these transactions were processed long after my self-exclusion request Predatory Practices: Furthermore, the website actively targets vulnerable users by displaying aggressive promotional deposit bonuses and free spins on the dashboard upon login . They also enforce a predatory minimum withdrawal limit of £86, which physically trapped my remaining funds and forced my addiction to keep playing until my balance hit zero

Desired Resolution:Fire Jackpots operated in absolute bad faith, ignored a direct declaration of addiction, and actively profited from my vulnerability. I am seeking a full refund of the £1,376.26, or at the absolute minimum, a full reimbursement of the £1,059.20 deposited after my clear self-exclusion request on August 19th

regards

Emerson

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Please send your request addressed to the casino's agent with the sender's email and the casino's email visible. My email is tomas@casino.guru
• After you learned the casino didn't process your self-exclusion request, did you contact the casino's live chat?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Thanks for your reply.

Did the casino finally close your account after your interaction with the live chat?

Please let me know.

Hi Tomas,

No, the casino has still NOT closed my account. It remains completely open and active today, which proves they are continuously ignoring my severe gambling addiction.When I confronted the live chat advisor, she just tried to delay me further. She told me I need to send another email to 'Victoria' instead of closing the account right there in the chat. I followed her instructions and emailed Victoria immediately, but the casino has completely ignored it and left me with no answer.They are intentionally keeping my account open to exploit my vulnerability. I have full screenshots of this chat conversation and the email to Victoria ready to send you.

Thank you,

Emerson

Dear Emerson27,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Emerson27,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions. Please note that Casino Guru may also be blocked as a default - please make sure you uncheck it while the complaint is still ongoing.

Best regards

Martin