JeetCity Casino - Player's self-exclusion request is delayed.

I have been trying to self exclude myself from Jeet City since March 27 2026. I have sent multiple emails, reached out to support and even reached out to my VIP manager. They do not answer any emails, support just tells me to issue a email and my vip manager does not answer me when I request self exclusion. I have lost thousands of dollars after requesting self exclusion and I dont know what else to do at this point. Can you please help me.

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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:

Self-Exclusion Limit. You can set your Self-Exclusion Limit for 6 months, 9 months, 1 year or Forever. Upon doing so your user account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or play. However, you can initiate a manual withdrawal 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 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

Hi Attila,

I really just need to be excluded. I have lost so much money ever since begging to be self excluded due to gambling harm. I have not received one message back. At this point the money doesn't even matter. I just want them to self exclude me so that I stop. Please help.

[Redacted]

Thank you for your reply. I am truly sorry about the issues you are facing at JeetCity Casino. Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

Additionally, if possible, could you please forward the receipts of your deposits as well?

Thank you for your patience and cooperation.

Thank you,

I have emailed you as requested.

[Redacted]

Hello MichaelZ,

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

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,

Attila

Hello MichaelZ, 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.

Dear Casino Guru,

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

We can confirm that the account is no longer active and no further access is possible.

Best Regards,

JeetCity Team

Thank yiou for the confirmation of the account closure, JeetCity Casino. Appreciated.

Dear MichaelZ, from the evidence provided by yourself, I can see the earliset mention of gambling addiction in message from 18th April. Do oyu have any earlier e-mails where yo urequested self-exclusion and stated gambling addiction as being the reason? Thank you.

In addition, since I can not access my jeet city account anymore, they should be required to show every time that I requested to be self excluded via support chat, which dates back to March. I am getting really frustrated with this process and to be honest I just want it to be over. Thanks.

Thank you for the screenshot, MichaelZ, this is very helpful and it shows self-exclusion due to gambling addiction being requested on 29/03/2026.

I understand your frustration, and hopefully we can close this complaint as soon as possible.

The only thing I would like to clear up is that live chat agents at JeetCity as unable to process self-xclusion requests, and even the casino's Responsible gambling page clearly states that self-exclusion needs to be requested through the e-mail, from an address connected to your gaming account. Therefore, requests via live chat are not considered as valid.

Dear JeetCity Casino, as per the player's screenshot above, seems like the first self-exclusion request has been sent on 29/03/2026, followed by another one on 18/04. Could you please e-mail me (matej.l@casino.guru) details as of why these requests were not accommodated, and attach player's cashier history showing detailed deposits and withdrawals made between 29/03 until the account closure? Thank you very much.

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 MichaelZ,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of MichaelZ. We have been informed that the player's account has been reopened.

Dear JeetCity Casino, can you please let us know the reason for reopening and close the account for good? Thank you.

Dear MichaelZ, while I completely understand your frustration, I would like to remind you that verbal abuse is not going to change anything. Please keep the conversation here civil, as more animosity only hinders any kind of mediation attempts. Thank you for your understanding.

In the meantime, dear JeetCity Casino, can you please confirm the account closure and let us know why it was reopened? Thank you.

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 MichaelZ,

As you can see, the casino is not willing to cooperate, and I have to close this complaint once again as unresolved. This will negatively impact the casino rating on our website, and if the casino decides to respond in the future, you will be notified via e-mail.

Once again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

I am sorry I was unable to help you more in this case.

Best regards,

Matej Lawson

Casino.Guru