Jettbet Casino - Player's account remains open despite request for closure.

I had previously lost thousands of pounds on this site. I contacted them saying I thought it was a scam site with corrupt games and I wanted to close my account with immediate effect. I kept getting messages and phone calls from Sophia "my personal assistant" offering me bonuses and alerting me to bonuses they’d put into my account. I reiterated that I was a gambling addict and wanted her to stop all emails, texts and phone calls as I’m fighting an addiction. I got some terrible personal news today and came home crying my heart out. I turned to my coping mechanism - Gambing but no non GAMSTOP sites would let me sign up. I then turned to Jettbet while at my weakest most vulnerable position and boom. No hesitation, my account was still open. Me - the gambling addict hoped it’d be closed but the addiction hopes it’s open and thrives. Over the next 2 hours I deposited 4 times totalling £1200

This casino has no scruples and preys on the weak gambling addicts at their lowest point.

Dear Bh1974,

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

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 confirmed with support of the casino your account was excluded after your communication with the VIP manager?
• Could you please share your self-exclusion requests or confirmations communicated with the casino? Please share the information to my email at tomas@casino.guru
• Have you contacted the casino regarding a refund already? Have you received a response?

If your account is still open, I would recommend that you send another self-exclusion 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 Jettbet 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."

Please send another email to support@jettbet.co (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

I have now contacted the support team 21 times regarding this situation and never had one single reply!! This site must be a scam!!

They live chat just tell you repeatedly to message support@jettbet.co then nothing. No reply, no acknowledgement just silence. This has left to me having a full on breakdown and having my psychiatrist put me on the highest strength anti-psychotic and anti-depressant medication.

This was my I.D player name/number on their casino page.

PLAYER8013766

These are all their sister sites under The FORTUNA N.V. name. I’d stay clear of every single one as they are all scam sites.

I’ve gave them my email address again along with my phone number. They say it’s impossible to make phone calls and I’ve to wait for a reply to my 21 emails made over 3 days while living a life of worry, despair and desperation.

Thanks for your replies.

• Could you please share your self-exclusion requests or confirmations communicated with the casino? Please share the information to my email at tomas@casino.guru

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bh1974,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas