JeetCity Casino - Player’s account closure request has been ignored.

Subject: Repeated self-exclusion/account closure requests ignored for weeks, resulting in significant losses

I am filing this complaint against JeetCity Casino regarding their failure to honor a repeated request to close my account, resulting in continued losses after weeks of inaction, including a $3,000 deposit on August 13th.

Timeline:

July 24: I explicitly wrote: "I would like for you to close my account." JeetCity Support (Eniken) confirmed in writing the same day that my request had been "forwarded to your personal manager for review."

From July 24th onward, I did not deposit any further money, expecting my account to be closed.

July 31: I followed up asking why my account was still active, since I had already requested closure a week earlier.

August 3: I wrote again: "If you can't block my account, can you at least give me something for my birthday?" My VIP Manager (Stella) replied but did not address the closure request itself. I want to be honest about the context of this message — I was not doing well mentally at the time, having lost a significant amount of money, and my birthday was approaching. Part of me was hoping for some kind of credit, but part of me was also hoping this would finally prompt a real response and get my account closed.

August 6: While my closure request was still allegedly under review, I received two separate promotional/bonus emails from JeetCity's team.

August 13: With my account still fully open and accessible three weeks after my request was acknowledged, I deposited and lost $3,000.

August 15–17: I sent a further, detailed follow-up explicitly stating I was struggling with gambling addiction and requesting investigation and a refund of deposits made after my July 24th request.

On the wording of my requests: I did not use the specific term "self-exclusion," but every message communicated the same intent — I wanted to stop having access to gamble on this site. JeetCity's own Responsible Gaming policy states: "Requesting self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials." A request should not require a specific keyword to be honored — my intent was clear and repeated over multiple weeks.

Separate concern — VIP Manager conduct: On July 17th, Stella (VIP Manager) told me my cashout "had not been processed yet," which she gave as the reason I hadn't received my withdrawal code, and offered to process it "instantly" in exchange for a personal tip. I did not send a tip. I subsequently located the code myself — it had already been sent and was valid, meaning it had, in fact, already been processed. I cannot prove this was deliberately misleading, but it raises concerns about how my account was handled throughout.

What I'm requesting:

Confirmation of permanent account closure.

Investigation into why my request, confirmed as received on July 24th, was not acted on for over three weeks.

A refund of deposits made after July 24th.

I have full email documentation supporting every point above, including JeetCity's own written acknowledgment of my request.

I can only do attachments, but I have a few more I can send

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JeetCity 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?
• 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?
• Have you unsubscribed from the casino's marketing communication (newsletters, ads)?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at 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 JeetCity 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

Hi Tomas,

Thank you for looking into this. Answering your questions:

Is my account currently accessible? Yes — it has never been closed or restricted despite my repeated requests.

Communication about my gambling issues: I'll send the relevant screenshots with timestamps to your email, detailed message on August 15th explicitly stating I was struggling with gambling addiction.

Last deposit allowed: August 13th, 2026.

Unsubscribed from marketing: No, but I thought that was going to be automatic with my self-exclude

Has the casino responded to my refund request? No response of substance — my emails, including a detailed follow-up on August 15th, have gone unanswered.

I understand the suggestion, but I want to point out that I don't think another email would change the outcome. It has now been 6 days since my last email to the VIP manager, sent on Saturday the 15th, which remains unanswered. This mirrors a consistent pattern I've experienced with every self-exclusion attempt on this platform: I ask, they acknowledge the request is 'under review,' and then communication goes silent. I've never actually been given the chance to explain further, because there was never a follow-up question to answer. Given that, I don't believe the issue is clarity of wording; it's that the request isn't being acted on regardless of how it's phrased. I'd rather not send another email that's likely to meet the same silence. I believe the documentation I've already provided reflects the pattern clearly. I'm happy to answer any other questions you need in order to move this forward. What are you "reviewing" that can take up to a month before deleting an account? Why do I still have access to everything ? Why is my VIP still sending me stuff KNOWING that my account is requested for closure?

And now, they completely ignored both of my requests and they just told me that they would send me 500$ as a credit bonus knowing that I asked for a self exclude/closure AND that I said that I was a gambling addict. How much more proof do you need?

Dear Leoffy33,

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, Matej (matej.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,

Tomas

Hello Leoffy33, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of JeetCity Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player and Casino Guru Team,

We would like to confirm that the player's account has been closed and is no longer accessible.

Additionally, the player has been unsubscribed from all marketing and promotional communications and will no longer receive any promotional materials from us.

Kind regards,

JeetCity Casino Team

Dear JeetCity Casino, than kyou very much for the confirmation of the above.

Could you please e-mail me (matej.l@casino.guru) player's cashier history for the time period of 15/08/2026 - 11/09/2026 for the review, and to be able to check whether the complaint has been resolved? Thank you very much.