The player from the Netherlands was struggling to close his account at Hiddenjack, despite informing them about his gambling addiction. He had lost significant amounts without making a withdrawal and asked for assistance in closing his account and refunding his losses. We asked him to confirm whether he had sent his self-exclusion request to the casino’s support email and to provide any proof of that request, but he did not reply to our messages or reminder. As a result, we were unable to investigate further and the complaint was closed for now due to lack of response.
Hidden Jack Casino - Player’s account remains open despite self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €5,000
Hidden Jack Casino
Safety Index 1.8 Very lowCase summary
Discussion
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1 month ago
Hiddenjack is not closing my account. Even when I am telling them I suffer gambling addiction they are not doing anything.
lost so much in here without ever making a witrawal and still they keep my account open.
i realy need help. Lets them close my account and refund my losses
also it was closed 2 years ago for the same reason but now they have reopend it.
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1 month ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Amnesys,
Thank you very much for submitting your complaint. I am sorry to hear about your experience. I checked the Responsible Gambling policy and I found this:
Self Exclusion by request:
You may also contact our support team at support@hiddenjack.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.
If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@hiddenjack.com in order to initiate withdrawal of remaining balance.
I checked the Responsible Gambling Policy and found that self-exclusion requests should be submitted to support@hiddenjack.com.
Could you please confirm whether you sent your self-exclusion request to this email address? If so, please forward the email to karla.m@casino.guru or attach screenshots directly to this complaint thread.
You also mentioned that you requested self-exclusion approximately two years ago. If possible, please send me a copy of that request as well.
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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1 month ago
Dear Amnesys,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
