Lets Jackpot Casino - Player demands to be self-excluded.

Let’s Jackpot allowed me to gamble while I was officially excluded from gambling in the Netherlands through the national CRUKS register. I lost €1150 in a very short period, and there were no checks or blocks based on jurisdiction or responsible gambling. The Terms & Conditions make no mention of restricted countries or self-exclusion. This is unacceptable and in breach of expected player protection standards. I request that my account be closed and that my losses be reimbursed.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that Lets Jackpot Casino operates under a license issued by Anjouan Gaming, which means it does not have access to the CRUKS register of self-excluded persons (used by casinos licensed in the Netherlands). If you have not informed Lets Jackpot Casino directly about your gambling addiction and have not requested self-exclusion, we won’t be able to assist with a refund of your lost deposits. However, we can still help you ensure that your account is closed properly.

When applying for a self-exclusion, it is important to:

• Clearly state the reason for your request (e.g., gambling addiction).
• Specify the exact duration of your self-exclusion (e.g., 6 months, 1 year, lifetime).
• Use a clear subject line in your email, as casino support teams often receive large volumes of messages each day.
• Save a copy of your request (sent email, chat transcript, or screenshot) for future reference in case of disputes or misunderstandings.

Example of a self-exclusion email:

Subject: Self-exclusion due to gambling addiction

Player’s info:

• First name:
• Last name:
• Date of Birth:
• Casino login:
• Email address:

Message:

"Greetings, Lets Jackpot Casino,

I’m writing to inform you that I wish to be excluded from this casino and from receiving any gambling-related marketing material, effective immediately, for a minimum period of [xxx months/years/lifetime].

The reason for this request is gambling addiction.

I acknowledge that I will not be allowed to rescind this self-exclusion during the stated period, and it cannot be lifted before the agreed time has elapsed."

Please send another email to Lets Jackpot Casino following this structure, and keep me updated on any responses or developments.

Thank you in advance for your cooperation.

Best regards,

Veronika

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.

Thank you for your response regarding my complaint against lets jackpot.

While I understand that Let’s Jackpot operates without a Dutch license and does not have access to the CRUKS self-exclusion register, I must respectfully disagree with the decision to dismiss my complaint solely on that basis.

I would like to highlight that:

letsjackpot openly markets itself as a "licensed Dutch casino" and refers to itself as "the ultimate adventure for Dutch players" in Dutch-language promotional content.

The website is fully accessible in Dutch, offers support for Dutch payment systems (iDEAL), and does not warn or restrict users from the Netherlands during registration or gameplay.

This creates the false impression that the casino is legally available to Dutch players and potentially even affiliated with the Dutch regulator, which constitutes deceptive conduct under EU consumer protection law.

I understand that you may have limited options when dealing with unlicensed operators. However, I believe it is important to recognize the intentional targeting and misleading behaviour on the part of letsjackpot. Whether or not they have technical access to CRUKS does not change the fact that they allowed a self-excluded Dutch player to gamble, while falsely presenting themselves as a licensed and trusted platform.

I kindly ask that you reconsider the position or at least reflect these findings publicly on your site, as this could prevent further harm to vulnerable players.

Thank you for your attention, and I appreciate the important work you do in helping players navigate unsafe platforms.

This is the same for the other two cases I opened, with wildrobin and kokobet. I added proof of the targeting on Dutch players.

Thank you for your follow-up and for sharing your concerns with us. We understand how upsetting this situation must feel and appreciate the time you took to provide additional context.

That said, we would like to clarify once again that our role at Casino.Guru is to assist players in resolving disputes related to specific issues—such as delayed withdrawals, denied bonuses, or account closures—when there’s a chance of direct resolution between the player and the casino. However, we are not a regulatory authority and therefore do not have the power to investigate or judge license-related concerns or claims of misleading marketing practices.

We fully acknowledge the seriousness of your claims and understand why you feel that the operator may have misrepresented itself to Dutch players. Unfortunately, this is not something we can resolve through our complaint resolution platform. We encourage you to report such behavior to your local gambling authority or consumer protection agency, which is better equipped to take action in cases of potential regulatory violations or deceptive conduct.

Because this case is based on license-related matters and does not involve a dispute that we can help mediate, we will now close this complaint.

Thank you for bringing the issue to our attention. Even though we cannot assist further here, your experience and the supporting information you provided will remain visible in this complaint for other players to consider when deciding where to play.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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