Jackbit Casino - Player relapsed after receiving promotional emails.

I excluded from this site around December (informed them I had a gambling addiction). In March they decided to start emailing me promotional emails which led to me making a new account and relapsing.

Dear Lucasg,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino sent the promotional material to the email address you previously used in the casino?
• Could you please provide evidence that this account was previously blocked due to self-exclusion?
• Have you contacted the casino regarding the issue? Have you received any response?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes it was the same email. I excluded using live chat so I don’t have evidence that I excluded. I did contact the casino and they said this happened because ‘promotions may be sent automatically due to the subscription’

Haven't you received any confirmation regarding a permanent self-exclusion from the casino?

Is your original account still blocked?

Could you please contact the casino and ask for their acknowledgment the email address you are referring to was self-excluded due to a gambling addiction in the past?

You can share it with me in the complaint thread or send it to my email at tomas@casino.guru

They are being very unhelpful over email but I managed to get the live chat agent to confirm that the account was excluded on the 1st January 2024

Thank you very much, Lucasg, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Lucasg,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Lucas,

Please provide us with the screenshot of the promotion you received from Jackbit Casino after self-excluding, as well as the new account username and email, which you claim to have created after relapsing.

Best Regards,

Hello,

I had already emailed you the screenshot but I will post it again here.

I never claimed I had made a new account on Jackbit, I said I was triggered into a relapsing as a result of you emailing me promotional content.

In the days after I received this promotion I lost money on cosmobet (which is owned by your company) and also roobet.com I can provide evidence of these losses if you wish.

You still have not provided any explanation of why I was sent promos 3 months after I had self excluded due to a gambling addiction.

Dear Casino Guru,

The user's account has been self-excluded permanently, per their request. Following this action, no associated accounts have been created on Jackbit Casino as of now, and promotional emails are already unsubscribed from the user's registered email address.

Regarding the other mentioned casinos, we can clarify that we do not claim any connection with them. Consequently, we cannot take responsibility for any actions that may have occurred with them.

Sincerely,

You seem to be failing to address or comprehend what this complaint is about

Dear Jackbit Casino team,

Thank you for your cooperation. Please, can you clarify how the player managed to create an account using the same email address? Do you have any measures in place to prevent addicted players from returning late and creating a new account with the same credentials?

Dear Jozef,

As previously mentioned, the user's existing account has been permanently blocked, per their request. As of now, no account has been created at our casino with the same email address or credentials. The information has been confirmed above by the player as well.

Regarding the measures to prevent gambling addicts from creating new accounts, we have specific tools to handle each case accordingly.

Sincerely,

It seems my complaint has been misunderstood so I will go into more detail.

This might be a bit long winded sorry but I have to expose the disgusting tactics this company has used to prey on me. I have excluded and informed them I have a gambling addiction 5 times and yet they continue to prey on me.

On the 14th August 2023 I created an account on the casino MyStake.com. I used the username lucasgunatilleke and the email lucasgunatilleke1500@gmail.com and completed KYC using my passport and driving license.

MyStake.com is owned and operated by SANTEDA INTERNATIONAL B.V and regulated by the government of Curacao under gaming license NO 1668/JAZ

After I exposed them the company removed or altered this information on all of their websites (seems like an admission of guilt to me) but I have screenshots which I will include

After playing on MyStake I realised that I was addicted to gambling and that it was having a really negative impact on my life so I informed them of my gambling addiction and had them close my account.

Unfortunately I was then led to create a new account on the casino Goldenbet.com. I again used the username lucasgunatilleke and the email lucasgunatilleke1500@gmail.com and completed kyc using my passport and driving license.

Goldenbet.com is operated by the exact same company SANTEDA INTERNATIONAL B.V and regulated by the government of Curacao under gaming license NO 1668/JAZ. Goldenbet is an identical casino to MyStake, what this company does is they host their casino on 7 different web domains under 7 different names making it impossible for gambling addicts to effectively exclude themselves.

So after losing a substantial amount of money on Goldenbet.com I informed them I had a gambling addiction and had them exclude my account. Unfortunately I was then led to create an account on Velobet.com which is an exact replica of the previous two websites and again is owned and operated by SANTEDA INTERNATIONAL B.V and regulated by the government of Curacao under gaming license NO 1668/JAZ.

I again used the username lucasgunatilleke and email lucasgunatilleke1500@gmail.com and completed kyc using my passport and driving license. Again after big losses I informed them of my gambling addiction and had them exclude my account.

I then unfortunately created an account on Rolletto.com which is another replica of the exact same casino website which is owned and operated by SANTEDA INTERNATIONAL B.V and regulated by the government of Curacao under gaming license NO 1668/JAZ. Once again I used the same username, Lucasgunatilleke and the same email lucasgunatilleke1500@gmail.com, completed KYC with my passport and driving license lost a ton of money and then had the account excluded.

I then came to create an account on Jackbit.com which once again was an absolute replica of all the previous mentioned casino websites. Now interestingly Jackbit.com claims to be owned by a different company Ryker B.V however still regulated by the Curacao government under gaming license NO 1668/JAZ. It’s very strange how two different companies are sharing the same gaming license and led me to suspect that Jackbit.com was actually owned by the same company as all the other websites.

These suspicions were confirmed when while contacting live chat they directed me to email support@mystake.com and then when I pointed out this was the wrong website the support agent responded ‘sorry misclicked’ (screenshot of this is included).

So anyway at the start of the new year I decided that I would really try and quit gambling and I excluded my account on Jackbit.com.

After this I then abstained from gambling for 3 months. Clearly SANTEDA were very unhappy about losing one of their high roller clients because they then STARTED EMAILING ME PROMOTIONAL EMAILS TO THE EMAIL THAT ALL MY EXCLUDED ACCOUNTS WERE CONNECTED TOO.

From when I excluded from Jackbit.com and informed them of the gambling addiction which was on January 1st up until March 15th I did not receive a single promo email from Jackbit so clearly they had removed me from the mailing list. And then on March 15th I started receiving the promo emails again. This means someone had made the decision to go and put me back on the mailing list.

Subsequently I then relapsed using the site Cosmobet.com which believe it or not is an exact replica of all the previous mentioned websites and is owned and operated by SANTEDA INTERNATIONAL B.V under gaming license NO 1668/JAZ

I reached the maximum attachments for that post but here is the screenshot of a live chat agent on Jackbit.com telling me to email support@mystake.com

Dear Casino Guru,

We can confirm that the reason for the complaint has been addressed appropriately, and the issue is no longer applicable. The user's email subscription is already canceled, and as of present, no account has been registered at Jackbit Casino using the same username, email address, or credentials.

We kindly request the complaint to be marked as resolved.

Thank you for your attention to this matter.

Sincerely,

So the owners of Jackbit also own another casino called Freshbet which I used to play on and excluded from months ago and informed them of my gambling addiction.

And today I just received another promotional email offering me 100 free spins. I thought this might have been a phishing scam but I contacted the live support and they verified the email was legitimate.

If you read the Curacao e gaming commissions responsible gaming regulations you can find the following,

‘It is strictly prohibited to send targeted mailings, telemarketing promotions, player club materials, or other promotional materials related to gambling activities to self excluded or involuntarily excluded persons. Therefore all licensees must set up relevant procedures and policies to prevent such persons from receiving promotional materials’

Two casinos owned by your company have now sent me promotional material months after I have excluded. If I take this complaint to the commission it’s going to be upheld so it would be much easier if you would just resolve it here

Dear Lucasg,

thank you for the detailed explanation and all the information. I am very sorry about the situation, but based on your statements, I am afraid you are not entitled to receive a refund. 

Although it is not okay that you started to receive promotional emails from the casino team again, and I very hope that they apologized for this inconvenience, it is not a reasonable ground to receive compensation. It was clearly a technical issue and not a motivation to get you to their casino.

Additionally, please be aware that self-exclusion applies only to the casino you self-excluded from, with the exception where you clearly receive information that self-exclusion applies to all casinos owned or operated by the same company.

Also, please note that JackBit casino does not hold a Curacao license, but all indications suggest that they are licensed in Comoros.

Concluding all the information above, I am forced to close your case as rejected. If you need advice on how to contact their regulator or have any questions, feel free to reach me at my email address mentioned below.

Best regards, Jozef

jozef.k@casino.guru