The player’s attempts to close his account had been overlooked. Afer submitting the complaint, the player was contacted by a casino representative. The issue was resolved to the player's satisfaction.
JackMillion Casino - Failed self-exclusion.
Amount: ??
JackMillion Casino
Safety Index:Above averageSafety Index
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7.4
JackMillion Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
The problem is that I am asking you to self-exclude via email since that is where it has to be done according to the moderators of your chat.
But nothing, neither in Spanish nor in English I receive a response from them, nor do they block the account or self-exclusion.
The problem is that I have been with this for a long time and they neither answer nor give me a solution.
I hope you can give me some kind of solution since I repeatedly fall in the game.
Thank you
Automatic translation:
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3 years ago
Dear Juan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated 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,
Kristina
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3 years ago
Translation
Hello, I have sent you 3 forwarded emails requesting self-exclusion.
They are of varied dates until 2019 in Spanish.
Also send them in English.
Greetings and thanks
Automatic translation:
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3 years ago
Thank you very much Juan for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Dear Juan,
I’m sorry to hear about your bad experience. I looked at the forwarded e-mails and I understand the situation. I’ll try my best to resolve the issue.
I would like to kindly ask JackMillion Casino team to join this conversation and participate in the resolution of this complaint.
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3 years ago
Dear Casino guru,
We have only one player with that name on JackMillion which is marked as non depositor and we never had communication with.
There is one on SpinSamba that asked to be self-excluded and was closed on the 7th of June which is the date the complaint was put.
Thanks,
JackMillion Team.
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3 years ago
Thank you, JackMillion Casino team, for your reply. Please note that Juan forwarded 4 e-mails to us, dated:
Oct 12, 2019 – addressed to support@jackmillion.com,
Jun 27, 2020 – addressed to support@jackmillion.es,
Dec 21, 2020 – addressed to vip@jackmillion.com,
Mar 19, 2021 – addressed to support@jackmillion.com.
In all of these e-mails, he quite clearly states he is requesting self-exclusion or permanent closure of his gaming account at JackMillion Casino.
I’d like to kindly ask you to thoroughly review the situation and comply with Juan’s request.
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3 years ago
Translation
Additional comments from the player:
" Hello, I have read the reply of one of the members of Jackmillion.
They say that this user is a non-depositor?
Whenever they want, I show them the card payments that I made every time I played.
In addition, I spoke personally by phone with the Manager of Jackmillion Armando.
That person on the phone asked me for documentation to be able to make money withdrawals when I already sent the required documents, so and everything, I sent them everything again and after that I no longer received a reply.
I would tell them that I wanted self-exclusion, they would send me a real money bonus (€ 50 or € 100) sometimes to keep playing.
To this day I continue to receive SMS offers in bonuses or real money.
Therefore, if they have me as a depositor, they also made me a VIP (that would also have to be remembered in an answer to the complaint).
The other page that says that account was closed, I have no idea what it is.
I have read their reply and I have been surprised not to know if they have made a mistake with the Nick or that they do not want to know anything about this issue.
Another thing, they have not sent me any message or email accepting the self-exclusion either.
Many thanks for your work.
Greetings "
Automatic translation:
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3 years ago
We would like to ask JackMillion Casino to reply to comment on Juan's statements. We are extending the timer by 7 days. If the casino fails to reply or provide the necessary information in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
They no longer need to respond if they wish.
Today the main manager has personally contacted to fix and give a solution to this matter.
Very kind and correct, listening to me, understanding my case and what happened (because then another manager called me to see if it had been solved).
Personally verifying all chat conversations, income and withdrawals themselves.
Good communication, but above all the perfect customer service received.
They have closed my account as requested, instantly.
For my part, the complaint can be closed (As resolved)
I am happy with the treatment finally received by Jackmillion and even more to thank the team of administrators of Casino Guru.
Thank you.
Automatic translation:
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3 years ago
Thank you, Juan, for letting us know and for using the Casino Guru complaint resolution center. As the issue has been resolved to your satisfaction, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
