JackMillion Casino - Account closure and refund request from a player.

My account has been closed but the money that I lost on the site has not been returned to me. I have a gambling problem and they should be assisting me with this instead of shutting the doors in my face. I am waiting for a response, hoping that they will reopen my account and refund my money without resorting to litigation

Dear Sefyu24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Dear Sefyu24,

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.

I have sent all the self-exclusion documents to the email Thank you

Thank you, Sefyu24, for your email and for forwarding your RGIAJ self-exclusion documentation. I’m sure that you are aware of the geolocation of DGOJ operation:

"What is self-prohibition?

If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."

Since you have chosen a casino with a Curaçao license, it will be very difficult to resolve this case to your satisfaction.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings JackMillion Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@jackmillion.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Dear Sefyu24,

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.

They should have blocked me automatically and let me enter 3 thousand euros or 2 thousand and something so they blocked me without any response I need my money back

I sincerely apologize, but as of today, I have not received any corroborating evidence indicating that you have submitted a self-exclusion request, either previously or recently, to inform the casino about your gambling issue. This is the final opportunity to provide such documentation; otherwise, we lack the means to address the matter with the casino. Thank you for your understanding.

But they have closed my account, I cannot access my data, there I have all the receipts and everything I have discussed with them, they have closed my account, I cannot access it, and on top of that, they are the same casino as you are, and they should know the whole problem. I had casino midas and they wouldn't let me bet

I regret to say that the accessibility of your account does not impact the necessity of having an email confirming your account closure or self-exclusion request. It is crucial to understand that without concrete evidence of your self-exclusion request being sent and ignored by the casino, we are unable to assist you. As mentioned earlier, it is important to save relevant communications each time you request self-exclusion to provide necessary documentation in case of future disputes with the casino.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.