JeetCity Casino - Player’s account remains open despite self-exclusion request.

I asked JeetCity Casino on multiple occasions to permanently close my account due to my gambling addiction and emotional distress. My messages were ignored, and the account remained open, allowing me continued access during moments of vulnerability.

Despite asking for indefinite self-exclusion, I was allowed to play and deposit again. At one point, I had a balance of $11,000 while waiting on a withdrawal, but JeetCity delayed responses and eventually ignored the balance.

I also hit a jackpot of $20,000. Only $6,000 was ever transferred to me — JeetCity kept the remaining $14,000. I have a screenshot of the win, but I can no longer access my account to verify the exact payout. JeetCity also blocked me from using the chat function during this time, cutting off all communication.

I now have an active 3-year self-exclusion through AGLC in Alberta, Canada. I have repeatedly tried to close the JeetCity account, and they failed to act. Their actions caused significant harm. I am requesting a full investigation and reimbursement of withheld winnings.

Note: My husband also experienced similar payout issues with JeetCity. While his case may be submitted separately, it reflects a larger pattern of unethical behavior.

I have been addicted to gambling for over 10 years. Jeetcity casino was the only casino that denied my constant requests to close this account permantently. They further endangered my mental health and my financial situation greatly when they knew I was in distress. They will be held accountable this time.

Thank you for your time and help.

Hello,

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

Please note the casino operates under a Curaçao license(GCB). Your self-exclusion request from AGLC will not be applicable for casinos operating under any license other than those issued by this authority.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

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 addiction.

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."

Please send another email to support@jeetcity.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Justice4me,

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations and for any distress caused.

Following a thorough review of your account history, we would like to clarify the following:

Your account is currently closed and has remained inactive since you expressed concerns regarding gambling addiction. No new deposits were made after you informed us of your situation.

Regarding the reported jackpot win of $20,000: This occurred while you were participating in the VIP Weekend Triumph bonus. As clearly stated in the bonus terms, the maximum withdrawal allowed from this promotion is $3,000. However, due to your VIP status, our team showed exceptional goodwill and allowed a higher cashout of $6,000. These funds were successfully processed.

On the matter of the alleged $11,000 balance: We found no record of any withdrawal requests made for this amount. Without a formal withdrawal request in our system, no funds were withheld or denied.

Throughout our communication, we aimed to explain the situation clearly and respectfully. Unfortunately, many of your follow-ups included inappropriate language, and we were forced to restrict chat access to maintain a respectful environment for our staff.

We understand that gambling-related harm is a serious issue and regret that you felt unsupported. While we did our best to be transparent and cooperative, we acknowledge your frustration and are open to further clarification if needed.

Best regards,

Jeetсity Team

Thank you for your reply. However, I completely reject the version of events presented by JeetCity, and I need to make it absolutely clear:

I have provided extensive documented evidence to Casino Guru—emails, screenshots, and chat transcripts—that directly contradict much of what JeetCity is now claiming. Their response is not only misleading; it is dishonest and manipulative. They continue to rewrite the narrative to avoid accountability instead of addressing the serious harm they caused.

🔹 Key Points They Continue to Ignore or Misrepresent:

1. $20,000 Jackpot Deception

At no time was I properly informed that a $20,000 jackpot win—achieved while using their bonus—would be subject to a $3,000 withdrawal cap. This was never clearly disclosed or acknowledged during gameplay. The decision to allow only $6,000 under the guise of "goodwill" while withholding $14,000 is not generosity—it’s a calculated excuse to keep my legitimate winnings.

2. $11,000 Balance – Gaslighting & Denial

I attempted to withdraw an $11,000 balance, and JeetCity knows this. They restricted my account, ignored multiple support requests, and blocked access—then conveniently claim there was no formal request. That is a deliberate omission, and it’s deceptive. I have screenshots proving I tried to reach out about this balance. If they are being honest, they should be willing to provide full chat and account logs to Casino Guru for verification.

3. Ignored Self-Exclusion & Addiction Warnings

JeetCity claims my account was closed promptly after I raised gambling addiction concerns. That is false. I had been pleading for permanent account closure long before they acted. They allowed me to continue depositing and playing in a clear state of distress, ignoring multiple cries for help. That is a serious breach of responsible gambling policy.

4. False Accusations of Inappropriate Behavior

JeetCity’s claim that I used inappropriate language and that this justified restricting chat access is an outright lie. My earliest messages and all of my communication in 2023 and early July 2024 were calm, respectful, and pleading for help. I did not express anger until after I was repeatedly ignored, brushed off, and my access to support was shut down while I was actively trying to close my account. The frustration they cite was a direct result of their refusal to respond with empathy or responsibility.

If they are confident in their version of events, they should release the full unedited chat and communication history to Casino Guru. I fully welcome it, because it will prove everything I’m saying.

❗ Final Note:

JeetCity continues to gaslight, shift blame, and downplay the damage they caused. This is not a misunderstanding—it is systemic negligence. Their team ignored an at-risk player, withheld winnings without clear communication, denied withdrawal access, and then punished me for speaking out.

This isn’t just about money. It’s about human impact, and how an online casino enabled harm when I was most vulnerable.

I ask Casino Guru to hold them truly accountable—not for terms and conditions—but for failing their moral and regulatory duty to protect players.

Jeetcity Casino is not holding themselves accountable in this matter, and I think a further investigation into this matter would be a very good idea.

- Justice4me

I would like to ask if ALL of

my documentation on this case has been viewed? I have over 100 documents proving the negligence of this casino. They are based in Curaçao, which after extensive research found that they have very loose gambling laws. I have played at Manny many casinos over the years and none have been like this Casino any casino I asked to close my account they immediately did what you guys have done to me is made a vulnerable player lose everything. I have proof that all of my other accounts were closed at my request and I’m never able to open them again. I also signed three years self exclusion in my province if G city would have respected my requests even back to 2024 this would’ve not happened to me blocking a VIP player from chat access and email support is absolutely wild. I have proof that I sent JeetCity upwards of about 50 emails and chats demanding they close my account and they never did. Also, the fact that this Casino would leave my large cash out sitting for days on end resulting and of course me playing it. They know what they’re doing after I was quite upset last year they told me they would offer me speedier withdrawals then this time when I demanded they closed my account after I had $11,000 balance and tried to contact them to please process it when I cash out that’s when they totally ignored me and I lost that $11,000 in my documents. I have emails from Stella the VIP manager saying that they’re sorry about that and not from now on, they will give me instant withdrawals. This shows the manipulation tactics that they use. I will not stop fighting until justice is served. This Casino has literally ruined my life.

I also forgot to address something else when I won that $20,000 jackpot I had to play through a certain amount until I was allowed to cash out. I then was allowed to withdraw the full $20,000 the next morning I woke up and they only gave me $6000 and kept the rest telling me I didn’t qualify to win the jackpot. My husband also has an account at Jeetcity and about a month ago, he was given bonus, cash, and same thing he played and played and played until he met the Playthrough requirements and then was able to withdraw the funds. He woke up the next day and same thing had an email from Jeet city Casino stating that he didn’t meet the requirements. The funny thing is that he didn’t win a jackpot it was just having luck on all different games and then he met the play through requirement. So they held most of my jackpot payout stating that I didn’t meet the terms and conditions for the $20,000.00 Jackpot DESPITE playing through alot of money… How can JeetCity rectify withholding 60% of my husbands cashout when he didn’t win any jackpot AND meet the play through requirements? Again proof can be presented if needed! When my husband Went back and asked the chat for details on that. He realized that that transaction was missing from his history….

Thanks for your replies to both parties.

First, we consider imposed win limits to be unfair and predatory, only when they’re applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. If the bonus was in play and wagering was ongoing, the max win of the bonus will be applied after the wagering is complete. The casino doesn't need to inform you whether jackpots are subject to a cap, because the bonus and winnings from the bonus already are subject to a limit. If you have a different justification for why the casino shouldn't have applied the maximum winnings limit, please let me know. Please note that if no balance was withheld/confiscated but was played down, we may not directly address this issue and will focus on the self-exclusion aspect of the complaint.

Second, I went over the communication you provided.

In one of the screenshots, your outgoing emails show you forwarded emails to me on Monday; however, these emails didn't seem to have reached me. After checking my inbox, I received only 2 emails from you on Wednesday, July 16th. If there is any information you intend to send, please note that not all information might have been received by me.

Third, you wrote previously:

I asked JeetCity Casino on multiple occasions to permanently close my account due to my gambling addiction and emotional distress.

Please note that account closure requests on the condition that you want a bonus can't be accepted as relevant evidence of seeking player protection.

If there is any communication where you communicated your gambling-related issues to the casino, please forward the original emails instead of screenshots, so that sender, recipient, and dates are included.

Send the information to my email at tomas@casino.guru

Hi Tomas,

Thanks for your reply. I want to clarify again that while my win did involve bonus funds, I was not allowed to withdraw any money until the wagering/playthrough was complete. That’s standard at any casino.

I played for a long time and was having unusual luck that day. After completing the playthrough, the system finally let me withdraw approximately $20,000. If I hadn’t met the wagering requirement, it would not have allowed me to cash out at all—so I did meet the terms.

What I cannot understand—and what no other casino I’ve played at has ever done—is this:

➡️ Why was my full withdrawal allowed, if it was later going to be reduced due to a winnings cap?

➡️ Why was this cap not clearly enforced before approving the cashout?

➡️ Why did they wait until after the withdrawal request was submitted to reduce it, without explanation or justification?

If bonus rules were being enforced correctly, the withdrawal request should have been blocked from the beginning—not accepted and then partially withheld later. That’s what feels predatory and deceptive.

Additionally, I am resending the emails you mentioned that may not have gone through. I also want to state again that my requests to close my account were based entirely on gambling addiction and mental health concerns—not in pursuit of a bonus. This has caused me significant emotional harm, and I would truly appreciate a fair and honest review.

Thank you,

justice4me

Also, please note that emails that I have date back to last year demanding that this casino close my account I’m sorry, but there is absolutely no justification as to why JeetCity did not protect a vulnerable player. I will attach several emails pertaining to my request to close my account and definitely starting back in 2024. I want to stress as well that this Casino blocked my chat access completely so I was unable to contact them through the chat for weeks, despite my emailing them and telling them that they ignored me and they’re also lying and saying that they don’t have this communication yet I have proof of it. They probably blocked my email as well. I’ve played at enough casinos to know when someone is endangering you and not listening to your requests in this Casino is 100% guilty and they are going to be held responsible

Thanks for sharing the additional information.

I went over the communication you provided.

Please note we won't be able to pursue the issue of the 20,000 CAD winnings since it appears to be an issue that happened more than 6 months ago. I apologize, but we won't pursue the case under these circumstances, because our policy forbids us from taking on cold cases.

Our general point of view on the issue, without going into details and caveats, is that online casinos should ideally cap your bonus winnings at the time of completion of the wagering; however, we accept situations where winnings are capped later, such as when withdrawal is requested or being processed. The reason for the reduction of winnings should be communicated by the casino directly or on request.

Regarding your account closure requests, I went over them as well, and unfortunately, they don't meet our requirements for us to pursue a refund on your behalf.

From our point of view, if you inform the casino that you are suffering from gambling problems, we believe the casino should act to protect you by blocking your account. Requesting account closure might not be a sufficient signal for the casino to act to protect you.

Please let me know if there information I might not have considered or overlooked, otherwise I'll be forced to close your complaint.

Looking forward to your reply.

Hi Tomas,

Thank you for your response. While I understand the limits of your internal policy, I want to be very clear: this

is not simply a "cold case."

This is a case of repeated negligence, emotional harm, and a failure to uphold responsible gambling

protections. I contacted JeetCity multiple times requesting permanent account closure due to gambling

addiction and mental distress. These requests were ignored, and I was allowed to continue playing - leading

to severe financial and psychological harm.

I also specifically asked you to request and review my chat logs and internal communications with the casino.

You never confirmed whether this was done. If those records were not obtained, I do not believe this case

was properly or thoroughly investigated.

Furthermore, I have personally tried to request a full copy of my deposit history, account activity, and chat

logs directly from JeetCity. They continue to ignore me. I believe their refusal to provide this information is

intentional - especially given the dispute surrounding my $20,000 jackpot win. You stated that "ideally a

player should not be able to withdraw until bonus requirements are met," but I'm sorry - I'm not accepting that

explanation.

I was allowed to click "withdraw" - the system gave me access to cash out - and then they retroactively

blocked or reduced it. That win should have been protected, not reversed. Their regulator in Curaçao needs

to investigate how that $20,000 win was paid out - or partially withheld - and why. This exact same

manipulation happened to my husband as well, and he didn't even win a jackpot.

Casino Guru promotes itself as a platform for fairness and responsible gambling. But despite evidence

showing multiple ignored self-exclusion requests, distress signals, and unethical behavior from the casino, I'mnow being told nothing can be done due to timing. That is deeply disappointing and undermines the credibility

of your mission.

Please be advised that I am now submitting formal complaints to:

- The Curaçao Gaming Control Board (GCB)

- Curaçao eGaming

- The Ministry of Justice Curaçao

- The Curaçao Police

- Consumer Protection Alberta

- And the Alberta Gaming & Liquor Commission (AGLC)

I will also be publicly sharing my story and supporting evidence on Reddit, Twitter, and consumer protection

forums. This includes:

- Multiple emails and chat messages asking for permanent account closure

- Evidence of addiction, distress, and lack of support

- The $20,000 CAD jackpot win and unfair bonus conditions

- My AGLC 3-year self-exclusion agreement

- Screenshots showing continued access, manipulative VIP messages, and blocked support features

This is not about a bonus dispute. This is about addiction, vulnerability, and accountability - and a casino that

knowingly ignored a customer in crisis.

If you personally cannot assist further, I ask that you please provide any direct contact information, names, or

email addresses for people or regulators who can. Any leads on Curaçao authorities, legal contacts, or

escalation routes would be greatly appreciated.

Lastly, I respectfully request that this complaint remain open. This issue is not resolved, and I will continuegathering and submitting new evidence as needed. Closing the case at this point would be premature and

unjust.

Sincerely,

******, Alberta

Good day,

I would also like to request contact to JeetCity’s gaming regulator. Here in Canada when there is discrepancies with a particular games or play- the gaming "regulator" views and investigates the slot (in a brick and mortar casino), and online it is done as well. Thanks Tomas. Jeetcity would not provide me that information. I am requesting contact numbers please

I understand this is disappointing.

Unfortunately, we couldn't arrive at the same conclusion as you did based on the provided information regarding the refund.

If you happen to recover evidence of informing the casino of your gambling issues, don't hesitate to provide it to me, and we'll consider your position again. My email is tomas@casino.guru

You can find the information regarding the casino's regulator, including contact information, in our article here:

https://casino.guru/licensing-authorities/curacao-license

To help players file complaints with regulators, we published an article here:

https://casino.guru/submitting-complaints-to-regulators

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.