The player struggles to reset his password as the reset page is not working. After a closer examination, it came to light that the player registered and used more than one account in the casino. The player was happy with the return of their last deposit which we were able to manage with the casino. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Jackie Jackpot Casino - The player struggles to reset his password.
Amount: €35
Jackie Jackpot Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I created an account at this casino with a password which I unfortunately forgot to write down.
I've tried resetting my password using the casino's password reset function, but this function just doesn't work. No matter what I use for a password and no matter how good it is, I always get the error "Password must contain 8 characters"
I've been trying for 3 days now and it just doesn't work, the absolutely incompetent support can't help either, and only sends me to the password reset page every time, which doesn't work as described!
one of the support staff even told me my account didn't exist, so i tried to create a new one and it said my email is already being used, so that's complete nonsense too.
So I can't get into my account and I can't do anything about it. Although there are 35 € + bonus credit.
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1 year ago
Hello loidcasino1337,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackie Jackpot Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account was verified? Since when is this issue ongoing? When was the last time you spoke to the casino and what was it about?
Please be sure to not do any action on your second account as the casino may block your forever for multi-accounting.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
I write to support every day and just get no help.
the problem has existed for 5 days now.
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1 year ago
Thank you loidcasino1337 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Translation
Up to now still no solution. Apparently my case was forwarded and I'll get an email soon.
Let's see.
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1 year ago
Hello loidcasino1337,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Jackie Jackpot Casino to join the conversation.
Dear Jackie Jackpot Casino,
Can you please help the player to reset their casino account password?
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1 year ago
Hey loidcasino1337,
We are really sorry to hear that you experienced difficulties with our casino.
In relation to your complaint, please let us inform you that your account was not verified, and we have reached out to you via e-mail to inform you regarding that.
Can you please reach out to us on Live Chat so we can easily resolve your issue with the verification of the account and password reset.
Let us know here too when you successfully verify your account, so we can provide you with appropriate bonus offer.
Thank you for your understanding.
Jackie Jackpot Casino Team
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1 year ago
Translation
Thanks for the reply, but unfortunately I didn't get any email from you on this topic!
Furthermore, the support chat still can't help me, I'm just fobbed off with a password reset email every time.,
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1 year ago
Translation
All I'm asking is that they revamp their password reset page as it's not working!!!
How hard can that be?
In their support chat I was told my account was verified! 
Edited
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1 year ago
Thank you for the response and the screenshots, loidcasino1337.
Dear Jackie Jackpot Casino,
As can be seen in the screenshots the live chat operator "Tori" informed the player that their account has been verified and no other documents were required at the moment, so why can't the player's account password be reset?
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1 year ago
Translation
I still haven't received the email mentioned, let alone any form of help.
Really unspeakable how this casino acts! after all, it's just about resetting my password if the casino can't even do something like that then I don't know what is. 👎
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1 year ago
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.
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1 year ago
Hey loidcasino1337,
Please be informed that we are working on resolving your issue as soon as possible.
Once again, let us apologize for the inconvenience and thank you for your patience and cooperation.
Jackie Jackpot Casino Team
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1 year ago
Translation
As quickly as possible?
I want to change my password and I've been waiting for it for almost a month now?
What kind of answer is that after I've been waiting here in the forum for 2 weeks? 🤣🤣
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1 year ago
Dear loidcasino1337,
I have to agree with you that this situation is rather strange. Usually, the password reset can be done within a few minutes, but it looks like the casino has some unexpected issues with its system. I can't speak for the casino as I'm waiting for clarification as well, but sadly at the moment, there is not much that can be done other than wait.
I understand your frustration, but for now, I can only ask for your patience.
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1 year ago
Translation
I have now received an e-mail from the casino containing an absolutely unhelpful message, so I should now try again and change my password, but this time without using a "special character". (As if I hadn't done that in my 50+ tries)
Of course, the system then tells me I should use special characters for my password (see screenshot) 
So slowly I'm really giving up, waited 2 weeks for such a message again, the incompetence of this casino cannot be put into words.
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1 year ago
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.
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1 year ago
Translation
If they don't manage to reset my password, then at least we transfer the 35€ I deposited back to my bank account immediately!!! I am happy to leave my IBAN here and any data that is necessary for it!
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1 year ago
Dear loidcasino1337,
I have not received clear information on why your password reset issue was still not solved, but it appears that there are some other issues with your account. I am waiting for more information from the casino, so I will extend the timer for additional 7 days.
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1 year ago
Dear loidcasino1337,
I still have not received clear information from the casino about what is going on with your account, however, you should receive your deposit back.
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1 year ago
Hey Loid1337,
The support team has requested documents from you and as soon as you provide them your deposit will be refunded.
Unfortunately since you have two accounts created on the casino this is a breach of the Terms of agreement and we are forced to close both accounts.
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1 year ago
Translation
I opened 2 accounts because one of your support staff told me that I didn't have an account with my email address 😂.
But whatever! The main thing is that you send me my money back and I never have to have anything to do with you again!
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1 year ago
Dear loidcasino1337,
Have you successfully received your deposit back? Can we consider your complaint to be resolved?
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1 year ago
Translation
No, I haven't received my deposit yet, even though I sent the casino my bank details over a week ago.
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1 year ago
Dear loidcasino1337,
I was informed by the casino representative that they are waiting for you to submit some required documents to proceed with the deposit refund, you should have received an email about this. Please check your inbox.
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1 year ago
Translation
I have now made the requested bank statement available to the casino.
Hopefully I'll get my money now.Automatic translation:
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1 year ago
Dear loidcasino1337,
Thank you for the update, hopefully, the refund will be processed quickly your way. Let me know once you receive it, please.
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1 year ago
Dear loidcasino1337,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
I received my money, thanks for the help ✌
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1 year ago
Great news, loidcasino1337. I'm glad to hear that you successfully received your deposit back.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
