The player from Portugal faced issues with JackpotFrenzy.com, where his self-exclusion had been ignored, allowing him to deposit and gamble €100. He demanded a full refund and permanent self-exclusion due to violations of responsible gambling regulations, and he had not received a response from the casino's support. The Complaints Team concluded that since the player did not request self-exclusion directly from the casino, he was not entitled to a refund, and the complaint was closed based on the casino's adherence to its policies.
Jackpot Frenzy Casino - Player demands refund after account violations.
Closed
Our verdict
Unjustified complaint
Amount: €100
Jackpot Frenzy Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
I have a serious issue with JackpotFrenzy.com regarding responsible gambling violations. I have been self-excluded since 2022, yet the casino allowed me to deposit and gamble €100 in clear violation of responsible gaming regulations.
Key Issues:
1. Self-Exclusion Ignored – Despite my exclusion, the casino accepted my deposits and allowed me to play.
2. Violation of Gambling Laws – Accepting deposits from a self-excluded player is illegal and requires a full refund.
3. Lack of Response – I contacted their support requesting an immediate refund and permanent self-exclusion, but they have not complied.
Requested Resolution:
Full refund of €100 as per responsible gambling laws.
Immediate and permanent self-exclusion to prevent further violations.
If the casino refuses to refund my money, I will escalate this matter to financial institutions, gambling regulators, and legal authorities. I urge Casino Guru to intervene and assist in resolving this matter fairly.
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10 months ago
Hello brunomeirinhas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpot Frenzy Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise when exactly did you request for exclusion in Jackpot Frenzy Casino?
- For what period have you excluded your account?
- Did you contact them now again to inform them regarding your gambling issues?
Please forward an evidence of your first request made with Jackpot Frenzy where you have mentioned gambling issues/addiction to [email protected] for further review.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Please help me. They even don't reply to my emails. Help me getting this refund.
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10 months ago
Hello brunomeirinhas,
You have to forward the exclusion you sent to the casino in 2022 to [email protected] otherwise we won't be able to proceed in resolving this matter as it is a mandatory evidence in such cases.
Regards,
Nick
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10 months ago
Translation
The self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.
Automatic translation:
Public
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10 months ago
Hello brunomeirinhas,
Unless you have requested for self-exclusion directly from the casino, you are not entitled for any kind of refund.
Is there anything else we could assist you with?
Regards,
Nick
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10 months ago
Translation
I also requested self-exclusion from the casino as soon as I registered
Automatic translation:
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10 months ago
Please help me getting this refund. The casino is operating ilegally in Portugal since they don't have a license on SRIJ. Therefore they must refund the full amount.
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10 months ago
Hello brunomeirinhas,
Can you please advise if your account is now closed and since when exactly?
Keep in mind that no deposits prior to your request on 6th of March is refundable.
Regards,
Nick
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10 months ago
Translation
My account was closed only after my self-exclusion request on March 6, 2025.
However, the problem is not just the timing of the account closure, but the fact that JackpotFrenzy allowed a self-excluded player from 2022 to register, deposit and play, without any prior identity verification.
Regardless of the date of the deposits, the casino should never have accepted any of these transactions, as it had an obligation to prevent access by self-excluded players. This constitutes a violation of Responsible Gaming regulations.
I therefore demand a full refund of the €100 as it was wrongly accepted, making such a refund a legal obligation.
Automatic translation:
Public
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10 months ago
Hello brunomeirinhas,
As previously explained, if you did not request self-exclusion directly from the casino, your country-specific exclusion has no effect in this case. Since your account was closed after you contacted the casino, they acted in accordance with their policies, and you are not eligible for any refund.
Please note that unless a casino holds a specific license that recognizes your country’s exclusion system, you must contact them directly to request self-exclusion. Without this step, a refund will not be possible.
We will now proceed to close the complaint for the reasons outlined above.
Regards,
Nick
