MrJones Casino - Player's account has been reopened against his wishes.

My name is John, I requested Mr jones casino to close my account on the 12th March 2025 as I was experiencing problematic gambling problems, I had my account successfully closed due to problematic gambling, then on the 5 of November 2025 I received email to say my account had been sussessfully reopened, I did not request this to happen, mr jones casino did this of there own accord, I have tried to resolve this issue with jack the casino manger, with no success. I was an still am experiencing problematic gambling problems and have no control over my gambling habits, that is why I took the step to close my mr jones account due to problematic gambling, I feel let down and failed by mr jones casino, I lost near £400 on a site I excluded myself from due to problematic gambling.

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Dear jmckinney1661,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrJones 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?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

Dear jmckinney1661,

thank you for your reply and emails.

Could you also share your initial self exclusion email from March, please?

Kindly forward it to my email katarina.d@casino.guru.

Looking forward to your response,

Katarina

Hi katarina, i just forwarded you a screen recording of email from the 12 March 2025 requesting self exclusion due to problematic gambling

Dear jmckinney1661,

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, Igor (igor.p@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,

Katarina

Thank you katarine for your help so far with my complaint, it's very much appreciated, i look forward to hearing from Igor, and hope to get this issue resolved, thanks again katarine

Dear jmckinney1661,

I am sorry to hear about your problem with MrJones Casino.

I will now try to contact a MrJones Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a MrJones Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello Igor, thank you for helping to try to resolving this issue! Much appreciated.

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.

Hi Igor, thank you for extending. It maybe worth while reaching out to Jack the manger at casinomanager@wizardslotgames.com. he did correspond with me at the start but stopped.

Jack is the manger attached to Mr jones casino

Hello everyone,

I would like to inform you that I have managed to get in touch with the casino representative.

We are currently finalizing their access to our system, so they will be able to reply by themselves.

Thanks Igor, thanks for getting intouch, it's much appreciated.

Dear Igor,

Dear John,

Thank you for your patience while this matter has been reviewed.

Following a detailed internal review of the account history, communications, and responsible gaming records, we can confirm the following:

The player account is now permanently closed and remains inaccessible.

The permanent closure was applied taking into account the player’s previous gambling related closure earlier this year, as well as the risk factors described in recent correspondence.

The account will not be reopened under any circumstances.

With regard to the refund request, this was carefully assessed in line with the account history, transaction records, and applicable responsible gaming and operational policies. After review, the request was declined, and the final decision has already been communicated to the player.

Please note that any historical account status changes are subject to defined system rules and review processes. These have been examined as part of our internal investigation. As such, no further action is required from the player at this stage.

MrJones Casino remains fully cooperative with Casino Guru and is available to provide any additional clarification required to assist in bringing this complaint to a conclusion.

MrJones Support Team

Dear MrJones Casino,

Thank you for your reply and for providing additional information regarding this complaint.

Dear jmckinney1661,

According to MrJones Casino, they have communicated their decision not to issue a refund.

Do you feel that the casino has sufficiently explained and clarified its point of view?

If you have any questions or concerns, please feel free to share them.

The complaint will remain open until your satisfaction

Thanks Igor for the opportunity to respond to Mr jones, as my complaint states I closed my account earlier in the year, March 2025, because of problematic gambling which they clearly have accepted, responsible gambling regulation comes to mind here, what casino reopens a previous gamers account, off there own back when the previous account holder requested an a account closure due to problematic gambling problems. They are doing what most casinos do, deny deny deny, but the difference here is they except they reopened my previous account that was closed due to problematic gambling problems, which I did not have control over my gambling habits and still don't, and they put me harms way when I trusted Mr Jones to take that control away from me as I was, and still am experiencing gambling issue. They are at fault Igor, as experienced gambling complaint specialist, how do find there response?

Dear MrJones Casino,

Could you please clarify why the player’s account was reopened after his initial request in March?

Thank you for your query.

The account was reopened because the original request resulted in a temporary restriction being applied, which is designed to pause access rather than permanently close the account.

In line with our responsible gambling policy and system controls, temporary restrictions automatically expire once the defined period ends. As there was no follow up request from the player to extend the restriction or convert it into a permanent closure, the account was reinstated automatically.

This process is standard, policy driven, and applied consistently across all player accounts.

MrJones Support Team

I'm sorry for interrupting your response Igor/Casino Guru, every Casino, well responsible Casino site, will terminate your account/permanently close when problematic gambling is stated, so in other words, mr jones casino will pause your request and even if you are any other players have problematic gambling addiction we will unpause that players account if they want to, also i never even requested to have it reopened, i stated i had problematic gambling problem what do you think is going to happen this situation, there is no other online Casinos that operates in this manner, truly negligence at its best

Dear MrJones Casino,

If I’m not mistaken, in the player’s self-exclusion request from March, the player didn’t specifically state the requested duration of the restriction.

If that’s indeed true, on what basis was the length of the self-exclusion determined?

And was the player informed that it was not permanent?

Dear Igor,

Thank you for your follow up questions. We are happy to clarify and provide full transparency.

Following a review of the player’s original email from March 2025, we can confirm the following facts:

1. Duration of the self exclusion

The player’s March request did not specify any duration, nor did it explicitly request a permanent self exclusion or irreversible account closure.

When a player requests self exclusion without defining a time frame, MrJones Casino applies a standard predefined temporary self exclusion period, in accordance with its Responsible Gambling Policy and internal system controls. This approach is designed to provide immediate protection while respecting player intent and avoiding imposing permanent restrictions that were not requested.

The length of the exclusion applied was therefore policy driven and system defined, not discretionary.

2. Whether the player was informed it was not permanent

Yes. At the time the restriction was applied, the player was informed that the self exclusion was temporary, and that the account would automatically reopen once the exclusion period expired, unless the player contacted the casino to request an extension or permanent closure.

The player was also advised that they could request a permanent closure at any time during or after the exclusion period.

No such request was received.

3. Reopening of the account

The account was not manually reopened by the casino, nor was any decision taken to override responsible gambling safeguards.

The reopening occurred automatically once the predefined exclusion period expired, as designed under the system and policy in place at the time. This is a standard, non discretionary process applied consistently across all player accounts.

4. Subsequent actions

Once the player contacted the casino again and confirmed ongoing gambling related concerns, the account was immediately and permanently closed. It remains permanently closed and will not be reopened under any circumstances.

5. Refund request

The refund request was reviewed separately and carefully, based on transaction records, timing, and the account status at the time of deposits. As the account was open, unrestricted, and operational in line with policy at the time the deposits were made, the request was declined. This decision was communicated to the player and remains final.

Conclusion

There was no policy breach, negligence, or discretionary reopening of a gambling restricted account.

The initial exclusion was temporary due to the absence of a specified duration or permanent request. The reopening was automatic and system driven. The casino acted appropriately and proportionately at every stage, and applied a permanent closure as soon as the player reiterated gambling related concerns.

We trust this clarifies the matter fully and assists in bringing the complaint to a conclusion.

Kind regards,

MrJones Support Team

Once again Igor I apologise for jumping a head of your response!

Firstly Mr jones casino, when I requested account clos3due to problematic gambling i did specify I was experiencing problematic gambling problems, I not sure what kind of responsible gaming policy you are operating under.

Your response mr jones casino would be fine if a player has requested a time out, and not experiencing problematic gambling problems which I outlined im my email in March 2025

Secondly I did not receive an email outlining my problematic gambling account closure request was only temporarily, further to that I ask you provide an email of this that you sent to me!

I received an email of acknowledgement/ reference number of my request to close account due to problematic gambling problems

Thirdly regarding refund, Mr Jones casino reopened an account that under usual responsible gambling responsibilitys would be closed permanently, I don't know how Mr jones casino can respond like this, you mr jones casino put me a problematic gambling in a dangerous environment, that i choose to exclude myself permanently away from due problematic gambling.

Take responsibility Mr jones casino for the mistake that was made

I am requesting a full refund once again

Dear MrJones Casino,

Could you please forward me the email in which the player was informed that his self-exclusion would be only temporary?

Thank you in advance.

Hello Igor I have just forwarded yourself an email of a screen recording of a promotional email I have received today from Mr jones casino that I am prematurely excluded from due to problematic gambling problems, once again demonstraing irresponsible gambling responsibilitys

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.

John, Igor,

Thank you for the information provided. After completing a full review of the March 2025 request, account status, system logs, and deposit history, our position is final:

The March request did not specify a permanent closure or duration, so a standard temporary exclusion was applied.

The account reopened automatically when that exclusion expired. It was not manually reopened by staff.

Once ongoing gambling concerns were restated, the account was permanently closed the same day.

At the time deposits were made, the account was active and not under a permanent exclusion. For that reason, the refund request is declined and will not be reconsidered.

The account is now permanently closed and will not be reopened. We have no further updates to provide, and this matter is concluded from our side.

MrJones Support Team

Dear MrJones Casino,

I have asked if you could please forward me an email in which the player was informed that the self-exclusion is temporary only.

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.

Hello Igor, I was wondering and hoping we could get this complaint extended for another 7 days, I have just forwarded email to Jack the casino manger, with taking christmas and new year holiday period in consideration plus the fact they have interacted with this issue previously, I feel they deserve an opportunity to reply with another 7 day extension, it would be very much appreciated Igor

Dear jmckinney1661.

If you wish, I will extend the timer for an additional four days, until the end of this week.

However, if the casino fails to respond within the set time frame, we will have to close the complaint as "unresolved."

I much appreciate your response Igor, and thank you for extending timer.

Dear jmckinney1661,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there ware an initial responses, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

Thank you for your understanding.

Best regards,

Igor