Jettbet Casino - Player was struggling to close the account.

Dear Team,

I would like to submit an official complaint against JettBet casino.

 

The complaint concerns my request to block or close my account. I will explain in a detail what and how it happened. 

The first time I tried to block my account was around November 24, 2024. I reached out to the live chat, and they gave me an email address where I have to reach out if I want to block my account. The email address I was given was [email protected], but it was not the right email address, the correct one is [email protected], but I received an email from them, apparently because live chat informed them. Please see their response attached and my response as well.

As I indicated, the only thing that could make me change my mind is a cashback. This comment was more like an irony, but I still requested to block my account. After that, I was contacted by my account manager, who tried for 2 days make me not to block my account. See the conversation attached. As you can see, their manipulation techniques on people who realise they have problems are good. Then, I was asked to contact live chat. live chat claims they do not handle account closure, and send me to email. It is a never-ending cycle. So I just gave up. 

After 3 days, on November 29, I was once again contacted by my account manager. Please see attached. Once again, I am offered bonuses, not a chance to close my account.

Then, on December 1, 2024, I received a message from them as I continued playing. But for a longbtime I was not even able to finish KYC procedures because the respective department refused to communicate with me. Please see attached. As you can read, I tried to contact them until December 6, 2024, and then I got very disappointed and once again requested to block my account. No response.

Then, on December 8, 2024, I received a message. I answered that I have tried to close account multiple times but no action was taken, and, of course, did not receive a response. Please see attached.

Then, on December 9, 2024 I once again contacted the casino live support, and told me that I need to state a reason. I contacted the supposed support email. See attached.

no response was given.

The only thing I received was that the KYC team has been alerted of my complaint. But no response to the account closure request. See attached.

On December 10, I tried to contact the support email again, this time the correct. See attached.

Then, on December 13, 2024, I received a response from account manager. See attached. As you can see, they once again try to make me stay, and contact via Whatsapp. Additionally, the account manager was calling me several times a day, even at my working hours. I responded that I just want to block my account. Of course, no response was provided.

Then, on December 15, I received a response from account manager, which gave me a bonus and asked again to contact me directly to my personal phone. I think it was the time when I used the bonus and won a big sum, therefore I did not respond to the message. See attached.

The next day, on December 16, I was once again reminded of the bonus. See attached.

After the bonus, I did not play the casino for some time. And then they reached out to me on December 29, saying that they miss me. See attached. And then once again on January 7. And then again on January 28. See attached.

Then on February 23 I was congratulated of becoming a VIP member after losing few thiusand of dollars. Remind you, I asked for my account to be blocked on november 24. But I am still playing and losing money, because they refuse to do anything. See attached.

Then again, on March 29, 2025, I asked to withdraw my funds quickly and block my account. No response was provided. I was only contacted by the financial department which promptly helped me. See attached.

Then, on April 3, 2025, I once again contacted them with a request to block my account.

Before that, on April 1, I tried to contact Vipteam directly. I received an answer once again that I need to continue to stay here, but if not, I need to contact live support. As the live chat as always sent me back to support email, I just decided to set a limit, as I understood that there is no way to get out. See attached.

I am also attaching an example of a conversation with live chat, so that you can better see the attitude.

Then,I started to have my suspicions about the license of the casino. I contacted the support and asked them is this even a licensed casino, and said that I will take action if this casino turns out to operate without license. I was ignored, and my account then was blocked stating it as a gambling addiction. No explanation or answer was given. This casino literally played with me, but I made my complaint already on November 24, and my account should have been blocked by then. In result, I have lost a lot of money and was not able to refrain from gambling. I would like to provide more evidence but cannot attach it here.

Dear igloooo123456,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Did you inform the casino about your gambling problem in any of your requests? If you did, please forward me this account closure request.. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina,

I have sent you the request to you email.

Hi Team,

Do you have any updates here? I have to also mention that I am still receiving promotional emails despite the account being blocked.

Hi Team,

Would like to receive updates on this case. Is anyone working on that and my email with proof has been received? Maybe you have any additional questions?

Thank you!

Thank you for your reply, igloooo123456. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

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 any issues with this or any other casino in the future.