Firejackpots Casino - Player's account closure request ignored.

I am filing a formal complaint against Fire Jackpots for a severe breach of responsible gambling regulations and a total failure to honor a self-exclusion request due to gambling addiction. I want to confirm that I possess full, undeniable screenshots of all email evidence and my complete account deposit history ready to provide to your team.The Timeline of Events:August 19, 2026 (3:30 PM):

I sent a clear email to Fire Jackpots support explicitly declaring my severe gambling addiction and demanding an immediate, permanent self-exclusion.Exact Email Text sent: "I would like to close my account immediately please. I have a gambling addiction and problems with this addiction and I keeping loose all my money. I need this account closure or permanently self-exclusion."

August 19, 2026 (3:39 PM):

Instead of locking my account immediately to protect me, their support system sent a deflection message telling me to email a different inbox: victoria@firejackpotscrm.com . I followed their instructions and forwarded my addiction notice to Victoria at 3:49 PM on the exact same day .The Breach: Fire Jackpots completely ignored my emails, failed to apply any responsible gambling tools, and left my account fully active.August 27 & 28, 2026: Because they failed their duty of care and left the account wide open, my addiction took over and they successfully accepted an additional £1,059.20 in deposits from me

My internal casino account history and automated deposit receipts prove these transactions were processed long after my self-exclusion request Predatory Practices: Furthermore, the website actively targets vulnerable users by displaying aggressive promotional deposit bonuses and free spins on the dashboard upon login . They also enforce a predatory minimum withdrawal limit of £86, which physically trapped my remaining funds and forced my addiction to keep playing until my balance hit zero

Desired Resolution:Fire Jackpots operated in absolute bad faith, ignored a direct declaration of addiction, and actively profited from my vulnerability. I am seeking a full refund of the £1,376.26, or at the absolute minimum, a full reimbursement of the £1,059.20 deposited after my clear self-exclusion request on August 19th

regards

Emerson

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Please send your request addressed to the casino's agent with the sender's email and the casino's email visible. My email is tomas@casino.guru
• After you learned the casino didn't process your self-exclusion request, did you contact the casino's live chat?
• Has the casino responded to your refund request already? What did the casino reply?

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

Thanks for your reply.

Did the casino finally close your account after your interaction with the live chat?

Please let me know.