Hidden Jack Casino - Player's account is blocked due to false licensing.

Hallo, ik heb voor ik ben gaan storten in het casino op onderOek gegean en uitgezocht dat het casino beschikt over een nederlandse licentie, dit is ook vevestigd in de documenten die ik toevoeg. Ik sta ingeschreven in het nederlandse cruks register voor uitsluiting voor gokverslaafde. Het casino had dit moeten controlen als ze een nederlands gelicenteerd casino zijn. Echter blijkt achterf dat ze helemaal niet beschikken over een nederlandse licentie en hebben ze valse informatie doorgegeven.

ik ben ook uitgesliten van alle fortprime srl casino’s waaronder dit casino ook opereert. Ze hadden mij nooit mogen accepteren als Nederlandse speler

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hidden Jack Casino. Please note that in our review, we designated the casino as having no license. In unlicensed casinos, we still consider self-exclusion due to gambling addiction to be a mandatory feature. Unlicensed online casinos can't be relied upon to participate in national self-exclusion schemes, such as CRUKS, unfortunately.

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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@hiddenjack.com, and at the same time, include me in the copy of the email to tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Hidden Jack Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

hello i dont have acces anymore too my account. my problem is on their website and even in the chat the tell me they are a full licensend dutch casino. in that case they most the cruks register (self exclusion) and i was on that list. they were never allowed too accept me as a player. for that reason i want a full refund for my deposits.

i will send you all communication and the screenshots were support says they are fully licensed.

Hello michaelfromnl1111,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the explanation.

From our point of view, the casino is already penalized for not operating under any license. In order to be protected in casinos without a license, you need to disclose your gambling issues when requesting a self-exclusion; otherwise, you might not be protected.

We may not ask the casino to refund you based on their missing license to operate in the Netherlands. If, however, you informed the casino about your gambling issues and the casino failed to protect you, kindly supply evidence to that effect, and we'll do our best to assist you.

Looking forward to your reply.

Ok so a casino is allowed too put false information on there website and in their live chat? They say and write they operate under dutch license.

Thanks for your reply.

Our data team concluded the same, which is why the casino appears in our review as having no license. Online casinos that have no license are penalized with a decreased casino rating. We do our best to identify the licensing status of online casinos accurately and review the status periodically.

In any offshore casinos without a Dutch license, you need to inform the casino about your gambling problems in order to trigger player protection. Without evidence, you informed the casino that the fact alone that they lie about their license is not sufficient for us to ask them to refund you money that was used for gambling.

I understand that it is disappointing. Please let me know whether this evidence exists, or if there is any further concern you wish us to address in your complaint.

On 4-9-2024 i already request for a self exclusion because a gambling addiction on there main company fortaprime srl. I will send you the email from that self exclusion. In their terms a self exclusion also count’s for sistersite’s operate under the same company.

Hello michaelfromnl1111,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Please forward the self-exclusion request you submitted to the casino. If the casino responded at that time, please share their response with me.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Hello i send you proof fortaprime srl was also known im a gambling addict and self exclude.

Thanks for your patience.

I went over the information you provided.

The recipient of your messages is either not identifiable or a casino unrelated to the current case.

Make sure the following information is available:

1. Email used to contact Hidden Jack casino - your email.
2. Date and time
3. Email of the recipient - email belonging to Hidden Jack casino.

Alternatively, forward the original email chains to me at tomas@casino.guru

I apologize for the inconvenience.

Fortaprime srl is the main company from hidden jack, kaasino were the self exclusion request was send too is a sistercasino of hidden jack. So far i know a self exclusion most countries for all casino’s in the same group.

there is also still the thing they provide me falls information and tell me in live chat and on their website they operate under dutch license wich is false information. When they operate under dutch license they also most check the cruks registwr were i also register as a gambling addict

I apologize; however, we can't conclude that you informed Hidden Jack Casino of your gambling issues based on the information you shared. Only several licenses mandate self-exclusion to apply to associated brands.

We can pursue refunds of money that was spent on online gambling in situations where we conclude the casino had an obligation to protect you. When there is no expectation of player protection, you are responsible for any spending and eligible for the winnings. The fact that the casino lies about its license is already incorporated into the rating displayed in the review of Hidden Jack Casino.

Again, when seeking player protection from online casinos that are offshore or unlicensed, we believe you need to disclose your gambling issues, addiction, or lack of control over your gambling when requesting a self-exclusion directly to expect player protection.

I am sorry for not being able to assist you further. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Feel free to take advantage of the tools and information found in our responsible gambling guide.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.