The player from Spain had been dealing with a severe gambling addiction, which compounded ongoing psychological problems. Despite her attempts to self-exclude, the online casino had continued to allow her to play, even incentivizing her with bonuses and rewards. Consequently, she had lost over 225,000 euros. We had attempted to mediate the situation, asking for evidence of her self-exclusion requests and inquiring about the last time she accessed her account. However, the player was unresponsive to our queries and failed to provide the necessary information. As a result, we were unable to further investigate or offer potential solutions, leading to the rejection of this case.
JackMillion Casino - Player from Spain struggles to self-exclude from online casino.
Amount: €200,000
JackMillion Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Hello, I urgently need your help to address my current issue.
I request that the Jackmillion casino close my account permanently with no possibility of reopening it, and that all deposits I have made since April 2021 be refunded. That was when I first requested my account to be closed, informing them that the casino could cause me severe economic issues as I began to lose control over my gambling due to diagnosed depressive disorders and psychological issues.
In response to my message to Jackmillion support, a manager offered me the option to reduce my deposits to 1000 euros per month. This was no benefit to me at all as my intention was to stop gambling and avoid getting into economic trouble due to my loss of control. So, I responded with my demand to close the account immediately.
I received no response and my account remained accessible.
Due to my psychological condition, I resumed depositing, and in May 2021 a manager contacted me via email. He mentioned that he had noticed I requested my account be closed a couple of times, and in response had rewarded me with a bonus and elevated my player level to V.I.P.
I felt ignored, so I tried to stay away from the platform for a few months, resisting the temptation to gamble.
In October of that same year, my depressive symptoms worsened, and
I returned to depositing thousands of euros due to my addiction to the point where I needed to end my relationship with gambling altogether. Throughout the period, I sent multiple
emails to Jackmillion support requesting self-exclusion, warning them of my gambling problems which put me on the brink of serious financial issues.
I connected with my account manager Virginia and explained to her about my mental health condition, my reckless gambling during crises, and my desire for permanent self-exclusion from the casino.
Virginia advised me to reflect on my decision and proceeded to process the permanent account closure afterwards if I still wanted that.
I felt desperate all the while and I kept depositing, but a few days later I contacted her by email and told her that I wanted to self-exclude.
I needed to break the link with gambling. She responded saying that she couldn't close my account at that time as I was included in a plan offering free gifts to play at certain dates and she couldn't process my self-exclusion until after those dates.
I waited, played, deposited and
fell deeper into depression, worsened my financial situation.
Upon the expiration of this period, I emailed her with another demand for self-exclusion.
She replied, crediting me with 724 euros from the weekly refund to play, mentioned that it 'd be a waste to lose them.
I felt trapped.
I responded again, insisting on closing my account permanently, but this time, Pilar, another manager responded to me saying that Virginia was on a trip and the issue couldn't be processed until she returned.
I reached the point where I didn't know what to do anymore. I told this woman they were not complying with their T&Cs.
I turned to the chat and asked if they could reduce my weekly deposits to 50 euros since there seemed to be no other option.
A member of the support team responded that they couldn't do that but gave no further explanation.
I was even more distressed and called Jackmillion with the intention to quit gambling and seek recovery. I wanted self-exclusion, or if that wasn't available, I demanded to have my deposit limits reduced but to no avail. I was told on the phone that the only person who could do this was my manager. They said they would pass the message to the relevant department to accelerate the situation, and again they gave me another bonus of 120 euros.
I reiterated that I had a problem with gambling and that I could not wait any more.
No one contacted me and I felt lost.
At the beginning of 2022, I became gravely ill and was diagnosed with bladder cancer. They had to remove organs to save my life.
I went through several surgeries throughout 2022 and the last one was last year.
I am still recovering, but psychologically, I feel deteriorated because I continued depositing more and more during the past two years until I lost almost everything. No one processed my self-exclusion despite the fact that I informed them about my gambling problem.
My current situation is catastrophic. Since the first time I requested the closure of my account, I have deposited a total of 225,000 euros.
I am financially troubled, in debt, I have lost my health insurance, I cannot continue paying for my car, and I am selling my house.
I feel lost and I need your help.
To this day, I am in psychological treatment and it is costing me expenses that I can no longer afford. I beg you to help me recover my life and future and I request Jackmillion to provide a solution by refunding my deposits.
Thank you, regards.
Automatic translation:
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8 months ago
Dear Zafiro555,
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?
- When was the last time you accessed your JackMillion Casino account?
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
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8 months ago
Translation
Hello Petronela,
Thanks for your reply,
Send all documentation to email.
My last access to my jackmilion casino account was about 10 days ago.
In response to your other question, you can see in my emails how I inform you of my problem, how my situation could end, and you can see the details you ask of me.
Thanks again, best regards.
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8 months ago
Hi Zafiro555,
I have received all 19 emails from you and have thoroughly reviewed our entire communication. Unfortunately, I did not find any recent correspondence; the emails seem to date back to 2021. Could you please forward any recent emails you may have?
Thank you.
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8 months ago
Translation
Good morning Petronella,
Exactly, all my emails sent to jackmillion requesting my self-exclusion, informing them about my gambling problem and the possible financial misfortune that could result for me if they continued allowing a gambling addict who couldn't control himself and needed his account to be closed immediately, are from the end of the year 2021 just months before falling ill with cancer. As you will understand, it is a hard disease with a long process in which she did not know if she was going to live or die and she was already addicted to gambling, as she informed the casino.
Exactly, the self-exclusion emails are from 2021.
Can you explain to me why today in 2024, this fair and safe jackmillion casino continued to allow access to a gambling pad and deposit so many thousands of euros?
Can you tell me why as of today, 2024, no one has processed the closure of my account despite several attempts?
As you can see in my emails, can you explain to me why my manager told me that I couldn't close my account (being addicted to gambling) until I played those casino bonuses that he wanted to give me that same day when I already had to process the closure?
How many emails does a gambling addict have to send to be taken seriously and process account closure?
Should I have sent more updates on the progress of my gambling disease and more emails requesting self-exclusion in later years?
Are you telling me that a gambling addict who has no control with his game has to wait for his jackmillion casino manager to return from vacation 3 weeks later to be able to reduce his weekly deposit limit to 50 euros? Seeing as I also had to wait for my manager's vacation to end for self-exclusion...
Any addicted gambler should be able to close their account and process their self-exclusion once they report their condition to a fair and safe casino.
If you don't take it into account, you get dizzy,
And excuses are made, they are taking advantage of a player's illness and vulnerability.
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8 months ago
Translation
Unfortunately, the only recent email I have is from a few days ago in which I tell them that I just woke up from an economic nightmare and that I am not going to play anymore when they ask me why I don't show up at the casino. (in other words: because I don't continue depositing)
I post my answer and
I publish the response of the jackmillion casino with another "Gift" of 1000 euros.
That obviously "would not worsen a player's gambling condition in 2024 since his gambling expired in 2021." (when he informed the casino about his gambling problems in those emails.
If a gambling addict is rewarded with bonuses and gifts every time he tries to stop playing. Isn't it torture for that person and get them more hooked on the game?
If I could not self-exclude in 2021 because I exhausted all the resources available to me from this casino in accordance with its responsible gaming policy. (Emails, chat, support, VIP, phone call, however I send you by email) The casino is failing me in every way.
How do you ask casino guru if I have any other more recent self-exclusion requests?
Is it fair and safe that after requesting self-exclusion due to gambling problems they let me deposit so much money?
I need you to help me get my deposits back subtracting withdrawals after I have reported gambling problems to you by requesting my self-exclusion.
Since every deposit made in this casino after they know my condition is BENEFITING FROM A DISEASE THAT A PATIENT GAMBLER CANNOT CONTROL ON HIMSELF.
Automatic translation:
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8 months ago
Dear Zafiro555,
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).
Meanwhile, could you forward your full cashier history to petronela.k@casino.guru?
Thank you.
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8 months ago
Translation
Good morning Petronella,
I have just sent you the information you requested and a CC of the self-exclusion request sent to the casino by email.
All the best.
Automatic translation:
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8 months ago
Hi Zafiro555,
I've noted that you submitted a formal self-exclusion request to the casino on February 29th, seeking a permanent ban. The casino officially confirmed this on March 4th, and consequently, your account was successfully closed.
As the previous communication took place place back in 2021 it is very difficult for us to proceed with the investigation.
- Could you kindly confirm whether you received any response from the casino in 2021 that provided guidance on how to effectively self-exclude from their services?
Thank you.
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7 months ago
Dear Zafiro555,
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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7 months ago
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.
