Jackbit Casino - Player’s account was closed and then unjustly reopened.

I have big issue with Jackbit casino

i was playing with Jackbit lot and I have depositing a lot of money and lost a lot couple months ago I have asked them to closet my account permanently and they did probably a month later I ask vip team to reopen my account they can’t because my account was permanently closet whatever last week I ask live chat to reopen my account and they did open and I have lost over £1300 my account was closet permanently and they shouldn’t open again but they did I have emailed them couple of times they don’t care they should refund me full £1300 or I have to made a complaint to egaming

Dear Tanleku,

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 problem).

• Have you asked the casino for a refund of lost funds already? With what result?
• Is your casino account currently accessible to you?
• Could you please specify the reason for closing your account given initially to the casino?
• Could you please describe the circumstances that led to your account reopening in more detail?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

I have asked them to closet my account permanently I’m gambling addicted and they did closet over 3 month ago last week I ask them to reopen my account and they reopened which they should not reopen because my account was closet permanently they reopen my account and deposited last week over £1300 and I ask them to refund me but nothing happened so far they should refund me full of my loses

Thanks for your email.

From the conversation, it's not apparent you requested your account to be previously closed due to your gambling problems.

• Are you able to provide proof of your initial account closure request?
• Are you able to provide your conversation from the time you requested your account to be reopened?

Please forward this information to my email at tomas@casino.guru I apologize for the inconvenience.

I have sent all screenshots what I have cheated with live support on your email I do t have anymore my account was reopened by live chat and I don’t have it and it was closet permanently long time ago by email to vipteam thank you

Look like nothing been sorted out so far u should reply something back over 2 weeks same story just waste of time ?

I apologize for the late reply.

Unfortunately, the live chat you provided proves only you informed the live chat about gambling addiction after your account was reopened. To request a refund of your lost funds, we would need proof you informed the casino about your gambling problems before your account was closed initially.

Please provide me evidence your account was initially closed due to you informing the casino of your gambling addiction. I apologize for the inconvenience.

Looking forward to your response.