JeetCity Casino - Player's account closure is delayed.

I contacted the casino on numerous occasions to advise I have an addiction and need to account closed

they ignored my emails/live chat and when the VIP manager finally emailed me back he asked me questions rather than closing the account as I stated I had an addiction in original email allowing me to spend more money.

still waiting for account to be closed

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Dear D1989xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

You may also contact our Support Team at support@jeetcity.com and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to your user account and make sure that you receive no promotional materials. Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Best regards,

Petra

Hi Petra

on live chat I was told to contact the VIP by email which I did, I forwarded you on the emails there now where I requested closure and they responded with questions and encouragement to stay

thanks

Dear Petra,

We would like to confirm that the player’s account has now been permanently closed.

We take all communications related to responsible gaming very seriously. After reviewing the case, we can confirm that the account is no longer active and no further access is possible.

Best Regards,

Jeetcity Team

jeetcity didn’t take it seriously when I sent my emails and live chats and didn’t close it when I advised I had an addiction, responding to emails without closing the account! Allowing me to continue to deposit in that time!

Thank you both for providing the previous details.

• Dear D1989, could you please clarify when you contacted the casino regarding your request to close your account, and when the casino actually closed your account? Please note that casinos usually have a standard time frame of three days to respond to self-exclusion requests. Could you clarify if this time frame was met?
• Can you also provide details about the responses you received from the casino after your initial request?
• Additionally, could you provide the time frame of when you made your request and any transactions?

Thank you both again for your cooperation.

Hi Petra

I contacted them on 26th of Feb by email advising I had a gambling problem. Also numerous love chats

On 28th Feb they responded and instead of closing my account they asked me questions about my spending despite me clearly stating I had a problem. Leaving my account open

I responded on 28th Feb , again on 1st of March twice advising in needed my account closed.

again they responded on 2nd of March and instead of closing the account they said "I completely understand that losing can be frustrating, and I want to assure you that your feelings are completely valid.

You don’t have to make any hasty decisions. We’re here to support you and help however we can."

again leaving the account open. Allowing me to deposit more

I received an email in the early hours of this morning March 5th confirming my account is closed.

as my account is closed I can’t see the transactions but I made quite a few transactions I’d say €300-€500 in the time it took to close my account

it is not right they ignored my original request when I said I had an addiction and left the account open when they responded rather than closing it when I initially notified them of my issue

I checked my bank account - it was a lot more than I thought €1200 from Feb 26th to March 1st. €600 of this was after March 28th when my email was responded to but accounts not closed

Dear D1989

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,

Petra

Hello D1989,

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 would also like to invite the JeetCity Casino representative to re-enter the discussion.

Dear casino representative,

thank you for your earlier message, and for subsequently closing the account. I would also like to ask you to provide us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru, preferably along with the player's deposit history.

Dear Casino Guru Team,

Thank you for the opportunity to present our side of the matter.

Requests related to responsible gaming are treated with particular care by our team. When a player mentions potential gambling difficulties, our team may seek additional clarification to ensure that the request is processed correctly and that the most appropriate restriction is applied.

In this case, the request was reviewed by the relevant team and the standard internal procedures were followed. During this time, our team remained in communication with the player while the request was being assessed.

We would also like to note that during the communication the player indicated their intention to withdraw the remaining balance first and then proceed with closing the account, which was taken into consideration while handling the request.

Taking the above into account, we do not see grounds for a refund in this case.

Best regards,

JeetCity Casino Team

I sent 3 emails after I said I would be

withdrawing advising I needed my account closed due to addiction and you responded with

 "I completely understand that losing can be frustrating, and I want to assure you that your feelings are completely valid.

You don’t have to make any hasty decisions. We’re here to support you and help however we can."

Instead of closing my account allowing me to deposit more

Dear casino representative,

thank you for outlining your position regarding this issue.

Dear D1989,

thank you for your response. As things stand, we have evidence of your self-exclusion request from 26th of February. The next communication I have at my disposal is from 2nd of March however. Could you please provide me with communication you've had with the casino in between these two requests? (25th of February to 2nd of March).

Hi Martin

I sent those on now. Should be 4 emails in total and 1 response email from jeetcity

thanks

Dear D1989,

thank you for your response, I have received your emails.

Dear casino representative,

after evaluating the available evidence, I would like to disclose the results of our review.

The player has sent a valid self-exclusion request to the casino on 26th of February. The casino has then responded on 28th of February, by asking further questions regarding his decision. From information at my disposal, I believe the request was clearly worded, and the player has confirmed his decision 8 minutes after receiving the casino's response.

We therefore believe the account should have been closed on 28th of February and the player is entitled to a refund of any losses incurred from this point on.

In case any party disagrees with this proposal, I would kindly like to ask you to provide us with further reasoning and copies of communication between both parties.

Dear Martin,

Thank you for your review and detailed assessment of the case.

We would like to clarify that all requests related to responsible gaming are handled with particular care.

When a player contacts us regarding account closure or restrictions, our team may ask additional questions to better understand the request and ensure that the appropriate action is taken.

During this process, it is also possible for players to cancel or adjust their request (for example, proceed with certain actions on the account before closure or consider alternative restrictions). For this reason, a short clarification step is part of our standard handling.

In this case, the request was reviewed in line with our procedures, and the account has been permanently closed.

After carefully reviewing the communication, we do not see sufficient grounds for a refund.

Best regards,

Jeetcity Casino Team

I clearly stated I had an addiction and you still asked questions and It wasn’t a short clarification though, I emailed 4 times after you sent that message asking further questions, and on March 2nd you responded with

"I completely understand that losing can be frustrating, and I want to assure you that your feelings are completely valid.

You don’t have to make any hasty decisions. We’re here to support you and help however we can.

Kind regards,

Alex from VIP Support Team ⭐"

Again ignoring my request to close due to addiction

Dear parties,

thank you both for offering us your point of view.

Dear casino representative,

is there any additional communication from the time period between the 26th of November and 2nd of March, which you believe influenced or delayed the process? Alternatively, can you please explicitly confirm this is your final decision on the matter? At the moment, our opinion remains unchanged.

thanks Martin

do I have to wait for this be resolved before I can review this casino on all platforms (casino guru, askgamblers, trust pilot etc)

Can you Clarify what are the implications for the casino if they refuse to accept responsibility? Will their already below average reputation be lowered again?

Hello D1989,

in case you want to post a genuine review and share your experience with the platform, you are free to do so. As for this case, lets not jump ahead and wait for the next update from the casino.

Dear Martin,

Thank you for your continued review of this case.

We would like to inform you that we have reached out via email to provide additional context and more detailed information regarding this matter.

We appreciate your time and consideration and remain available should any further details or clarification be required from our side.

Kind regards,

JeetCity Casino Team

Hi Martin

would you mind summarizing or sharing this additional additional information or more context as it pertains to my case? I don’t know what could be added to the emails forwarded on to you by myself

kind regards

Dear D1989,

thank you for your message. We are currently discussing the casino's internal processes regarding self-exclusion, I hope the thread will be updated soon.

Dear casino representative,

I have responded to your email and outlined our position.

Dear Martin,

We have replied to your email. It would be much appreciated if you could check it.

Thanks in advance!

Hi Martin

is there any update on the status of this complaint? I am keen to come to a resolution.

many thanks

Hello D1989,

we are waiting for a final confirmation from the casino's side. I will update the thread soon, but I must warn you that even though we are still leaning towards your side, a chance of a refund is rather slim at this point.

Thank you martin for the update

i will take your comments on board and consider my next steps

kind regards

Dear Martin,

Thank you for your message.

We confirm that, following a thorough review of the case and the information available, this remains our final decision. The refund request has been carefully assessed in accordance with our internal policies and procedures, and we have determined that it does not apply under the given circumstances.

Therefore, no refund will be issued and the matter is considered closed from our side.

Thank you for your understanding.

Best Regards,

JeetCity Casino Team

Jeetcity please explain how these procedures work? And protect vulnerable customers?

I sent a closure request due to addiction… you ignored the request and responded with queries.. I responded within 8 minutes clearly stating I had an addiction to proceed with closure

you ignore this request and send this

"I completely understand that losing can be frustrating, and I want to assure you that your feelings are completely valid.

You don’t have to make any hasty decisions. We’re here to support you and help however we can."

how is this allowed to happen?

@martin what further action can I take here and are there consequences for the casino?

I will be taking this further.

Dear parties,

Thank you for your cooperation throughout the complaint process and for the detailed information you've both provided.

After carefully reviewing all circumstances and the casino’s final position, it’s clear that our views on the situation ultimately differ, and no further progress can realistically be made at this stage. For that reason, this complaint will now have to be closed as unresolved.

Dear D1989,

I’m genuinely sorry that this case did not end in a more satisfactory outcome for you. I understand how frustrating this situation has been, especially given the nature of your request and the expectations you had regarding responsible gambling measures.

Thank you for your patience and for engaging with us during the process. I wish you all the best going forward. 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.

In case you have any additional questions, please contact me at martin.l@casino.guru

Martin

thank you for your help Martin

i will be taking legal action and reviewing the casino on all sites, I also think Jeetcity’s rating should be lowered as you can clearly see they ignored my requests responding with questions and then a message about "losing being frustrating"

@jeetcity advise me where and who to address legal correspondence to?