JackMillion Casino - Casino irresponsible towards player's gambling addiction.

Hello guru, here we are again... with these guys... they send me an email to reopen my account by signing a form and I do it... then I play and lose and ask again to close the account for gambling addiction and I send an email ... after many times.... they notify me with an email that it was going to be closed soon... if I had tried to play, they wouldn't have let me deposit. ..then they send me an email telling me that instead of closing the account, they have credited 50 euros for me to play... but are they encouraging people with gambling addiction to lose? Afterwards, I play and lose around 500 to 600 euros more... dear guru, I want all my money back. Please help.

Dear luxor83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll 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

Thank you, luxor83, for sharing the forwarded communication. After reviewing the casino's emails, it appears that you requested an account closure without providing a specific reason for your request. Could you kindly forward any of the emails you sent to the casino? Currently, I have only received the emails sent to you by the casino. Looking forward to hearing from you.

Additional comments from the player:

Ciao petronela glie l ho chiesto in chat più volte ...ti ho allegato la email dove dicono che mi avevano bloccato l operatività del conto...poi magicamente mi regalano 50 euro per giocare ancora. Non basta questo? Io non capisco

Cara se non puoi ordinargli a questo casino jackmillion di rimborsarmi ...le email sono chiare...mi date i contatti del loro concessionario? Questi ammazzano le persone...l email era chiara mi avevano disabilitato poi stranamente mi offrono ancora 50 euro

Certainly, I can confirm that I received forwarded emails from the casino indicating that they processed your request for account closure and not self-exclusion based on a gambling problem. In light of this, I requested you to share any correspondence from your end that explicitly demonstrates you mentioning the gambling problem during your communication with the casino.

Please understand that a simple account closure without the player stating a valid reason doesn't bond the casino to any refund.

Thank you, luxor83, for the forwarded email.

Can you kindly send it as an attachment to provide concrete evidence of the email's authenticity and ensure it remains unaltered? Thank you in advance.

Forward an email as an attachment

On your computer, go to Gmail.

Select the emails that you want.

Click More. Forward as attachment.

In the "To" field, add recipients. You can also add recipients in the "Cc" and "Bcc" fields.

Add a subject.

Write your message.

At the bottom, click Send.

Additional comments from the player:

Cara non riesco a fare la procedura di allegato....non capisco cmq ti ho mandato foto. In questo modo vinceranno sempre loro questi casino ladri del curacao. Chiedi di farmi rimborsare almeno le ultime 300 euro. Io ti ho mandato tutto quello che mi hai chiesto...altrimenti mandami i contatti del concessionario 

Could you please clarify why you can't send me the original email as an attachment?

Player's additional comments:

Ciao cara ti ho inviato screenshot originale . Siete spariti ? Questo casino mi ha rovinato 

Despite not having received the original email with an attachment yet, could you kindly clarify the exact date when your account was blocked? I'd also like to confirm whether the specified timeframe was met, and if your account was indeed closed within 48 hours from the 19th of July.

The following email indicates that you didn't state any specific reason to have your account blocked in your initial request. Have you sent any other emails after the 19th of July (12:40)?

Dear luxor83,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.