JackPoker Casino - Player’s account has not been blocked.

I am filing complaints against your project. You ignored my request to block my account due to a gambling addiction in November 2023. After that request, I deposited $1,000 and withdrew $863, resulting in a loss of $137. I tried to resolve this without lodging formal complaints, but unfortunately, that hasn't worked out. Expect further action.

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Hello,

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

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?
• Is the option to block your account available to you via an option, such as the live chat agent suggested? Have you used this option at any point?
• 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?
• After you learned your request wasn't processed, have you contacted the casino again and asked for assistance?

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

1. Access is available

2. The feature is accessible via chat

3. Yes, I requested via chat that my account be blocked due to a gambling problem. They accepted the request and told me to wait

4. The last deposit was made in 2023

Thanks for your patience and the information provided via email.

Could you please specify when this communication took place? Have you kept the follow-up communication with the casino?

Would you be able to share it with me?

Dear jilex878,

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.

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,
Tomas
Casino.Guru