The player from Germany requested the immediate closure of his account at JeetCity Casino following a self-exclusion request made on July 22, 2026. Despite his multiple reminders and being aware of his gambling addiction, the casino did not close his account and continued to offer bonuses, resulting in a loss of €520.00. We requested deposit receipts after the self-exclusion request and then contacted the casino for clarification. The casino later processed a full refund, and the player confirmed receipt, so the complaint was resolved.
JeetCity Casino - Player’s account remains open despite self-exclusion request.
Resolved
Our verdict
Case closed
Amount: €520
JeetCity Casino
Safety Index 2.3 Very lowCase summary
Discussion
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.
To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@jeetcity.com
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
Public
Public
3 weeks ago
Translation
Hello Attila,
Thank you for your message.
I used the same email address I registered with on JeetCity. I requested the permanent closure of my account due to my gambling addiction via this email address and also multiple times via live chat.
JeetCity never required KYC verification. At no point was I asked to submit identification documents or verify my identity.
The casino has since closed my account, but only more than a week after my initial self-exclusion request and only after my third reminder. During this time, I was still able to deposit funds and lose a total of €520.00. Furthermore, I even received bonus offers despite my self-exclusion request.
According to the casino's responsible gambling guidelines, my account should have been deactivated immediately after my self-exclusion request, and all promotional activities should have ceased. This did not happen.
Thank you for your support.
Edited
Automatic translation:
Public
Public
3 weeks ago
Dear Player,
Thank you for your patience!
Please be informed that your account is currently closed in accordance with your request.
Best Regards,
Jeetcity Team
Public
Public
3 weeks ago
TranslationThe actual complaint, however, remains unanswered: My account was only closed more than a week after I submitted my self-exclusion request due to gambling addiction. During this time, I was able to deposit and lose a further €520.00 and even received bonus offers despite my gambling addiction.
The casino has not responded to either my delayed self-exclusion or my refund request. I therefore request that you continue to pursue this complaint and, in particular, consider the violation of the Responsible Gambling Policy.
Thank you for your support.
Automatic translation:
Public
Public
2 weeks ago
Hello Joshi777,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
1 week ago
Dear JeetCity Casino Team,
Thank you for your message. At this stage, we are focusing on collecting the player’s information so that the complaint can be reviewed properly. Once the player provides the requested evidence, we will be able to assess the case and follow up with you for any additional clarification. Thank you for your understanding.
Dear Joshi777,
Thank you for your reply. Could you please forward receipts of the deposits made following your self-exclusion request? You can send it to my email at attila.g@casino.guru, or you can attach screenshots here.
I look forward to your reply.
Public
Public
1 week ago
Dear Casino Guru and Player,
Thank you for your patience.
We would like to inform you that the refund has been successfully processed, and the funds should have already been credited to the player. Kindly confirm receipt of the funds.
Best regards,
Jeetcity Team
Public
Public
1 week ago
TranslationThank you for your feedback. I confirm receipt of the full refund.
The case regarding the JeetCity refund can therefore be closed.
However, I would like to explicitly state that the data protection and player protection issues remain unresolved. Despite repeatedly disclosing my gambling addiction, I continued to receive personalized advertising and bonus offers from the Novatrix Group. Therefore, the legality of processing and group-wide use of my personal data remains questionable in my view.
I will pursue this matter separately and at the operator level.
Thank you for your support
Automatic translation:
Public
Public
3 days ago
Hello,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Attila Gorkij
Casino.Guru
