The player from Hungary, who self-identified as an addict, had alleged that the casino had allowed him to create multiple accounts and continue depositing funds, despite his acknowledgment of his addiction and repeated requests for a ban. He had deposited a total of 4000 USDT and was then seeking a refund. We had reviewed the case and found that, although the casino could have implemented more stringent responsible gaming and self-exclusion measures, the player had created all accounts using different email addresses, which was the only personal detail required at the point of registration. All player's accounts were closed per his request, but the funds he had deposited and lost could not be refunded. We had advised the player to contact the licensing authority and seek professional help for his gambling addiction. The complaint was subsequently rejected.
Jackbit Casino - Player's criticizing responsible gambling practices.
Amount: 1,000,000 Ft
Jackbit Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hello!
My story is long with the casino. I am an addict. I had multiple profiles (more than 10 I think) The recipe was that: register, deposit, lose, request permanent ban. And repeat. I begged them each time to block my crypto wallet or/and my IP. They didn't do anything except close my actual profile. They clearly knew that I am an addict. Last time they even verified my profile with ID and let me deposit additional 4000 usdt from the same crypto wallet which I Requested to ban several times. I asked a refund. But they even didn't answer me.
I attached the beginning of my calvary with my first three profiles (I had multiple with one-used emails which I even don't know)
And my newest profile - same wallet everytime. They never refund me a single cent. I want back my money. It's clear they had the information that I am an addicted and I want a block.
But on my newest verified(!!!) profile they accepted 4000usdt more from same wallet. (it's not allowing to upload all transactions on newest profile)
I really want a refund, it's highly unfair and seems illegal.
Dear usdtcb,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
"Self-Exclusion
If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self-exclusion for a period of between 6 months and 5 years."
Could you please clarify when exactly you informed the casino about your gambling problem for the first time? How many accounts have you created since then? Do you still have access to any of your accounts?
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,
Kristina
Thank you for your reply, usdtcb. Could you please clarify when was your newest account created? Do you have access to any of your casino accounts at the moment?
No I don't have access anymore. I registered the newest one on October 11th.
They verified the profile on 20th. (even if they knew I requested those things in my email which I sent you the screenshot) - you can see my email - name, ip, crypto wallet was the same. And this responsible site didn't want to identify me on summer. To let me lose more. 🙂 It's clear. What do you think is this legit to expect refund?
I reviewed the whole case and I am afraid that we are not able to support you further. Although we believe that once a player clearly indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses. Since the casino offers quick registration without providing any personal details and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account.
Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.
I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.
Your latest account (and most likely all other related accounts) was closed per your request, and the creation of other accounts was solely your responsibility. Unfortunately, at this point, there is not much that can be done in regard to the funds you have deposited and lost in the casino.
I can only recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.
Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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