JackMillion Casino - Player’s attempts to close his account were overlooked.

Good morning. I have been playing with them for more than 2 years and I have lost a lot of money.

More than 1 year ago I wanted to cancel the account but it is not possible with them. They do not do it. they do not want to.

With the problem I have, I have continued to play (requesting the cancellation many times) and since I requested the closure, I have spent more than €100,000.

I don't know how I can claim it or how to reach an agreement with them.

Can you help me?

Dear juan2625,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.

Could you please advise what was the casino’s usual reply to your attempts to close your account? Did the casino instruct you on how you can close your account or not? Could you please forward any relevant communication between you and the casino to tomas@casino.guru? Is your account in the casino still open?

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,

Tomas

they never closed it. they give you long and nothing

I have sent in the last year and a half more than 30 emails similar to the following:

"Please permanently delete my account without the option to open it. I want the account to be deleted so that it cannot be reopened"

the account has not yet been deleted.

I don't know if they really have an obligation to do it but they haven't.

Can they be claimed in any way?

regards

Hello juan2625,

I've reviewed the casino's responsible gambling policy and I found this https://eu.jackmillion.com/self-exclusion/

Contact our customer support to suspend your account for a definite or an indefinite period of time. We believe that a minimum of a 7 day break will help you identify your fun factor while using our site. If you feel like 7 days is not enough, do let us know your preferred suspension timeframe. Please note that during this suspension period, you won’t be able to log in to your account, and your account won’t be reactivated during this cooling off period. Your account will be reactivated after your set break period unless an indefinite period is opted for.

Was your account at any time suspended for 7 days or any longer period of time since you started sending the requests? Could you please forward to me the oldest original message you sent to the casino with a request to close your account you can find? Send it to tomas@casino.guru

Hello

They never closed my account for 7 days.

regards

Did you at any time mention to casino support that you have a gambling problem? Did you send your requests to support@jackmillion.com?

Hello. I told them on several occasions that I had lost a lot of money and needed to delete the account.

I sent it to the support email and they sent me to send it to vip and neither one nor the other.

there was no way

and they don't want to answer by phone either.

it's desperate

Dear juan2625,

Please let me explain the difference between closing an account and self-exclusion:

Some casinos use lots of tools for responsible gambling. What a player can do if they're unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes only under particular circumstances. (after cooling off period and this cannot be done for players with gambling problems)

In the case of self-exclusion, if the casino failed, a player may ask for a refund.

Unfortunately, we can't help recover your deposits if you haven't mentioned the gambling problem to the casino or don't have any supporting evidence of this.

Is your casino account still open? We can assist you if the casino failed to close your account or if you wish to self-exclude.

I'll look forward to your reply.

hello. my account is still open.

if you can help me to self-exclude myself forever

Dear juan2625,

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings xxx,

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 for my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the 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 tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

ok

Dear juan2625,

have you received any reply from the casino regarding your self-exclusion? Was it successful?

Nothing. I have not got an answer. keep everything the same

Thank you very much, juan2625, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello juan2625,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite JackMillion Casino to join the conversation and participate in the resolution of this complaint.

Dear JackMillion Casino,

Can you please explain why the player can not get a response to their request for self-exclusion?

Kind regards,

Adam

Dear juan2625,

There has been no response from the casino, I will attempt to contact them once more.

We would like to ask JackMillion Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Good afternoon

We would like to inform you that the account associated with this complaint has now been closed as per player's request.

Should you require any further assistance please do not hesitate to contact us.

Kind regards

Jack Million Team 

Hello good

They do the same as always. It is closed but reopens. they ignore the self-exclusion. I want to delete the account forever. and they also continue to send emails and sms with promotions. I've been with them for 2 years...

Dear juan2625,

Can you please confirm that you no longer have access to your account? Has the casino sent you any form of confirmation that your account has been permanently closed?

Kind regards,

Adam

They have sent me an email saying that it is closed, but if you go to the jackmillion page, you can reopen it and you can enter. The self-exclusion was requested forever and that it can never be accessed. but they have not listened. So I've been with them for 2 years

Dear Jack Million Team ,

The player states that they are still able to reopen and access their account, can you please explain the situation?

Kind regards,

Adam

Hi all,

Kindly note that the player's account has remained blocked and inaccessible.

We are investigating his claim and are waiting for an update from the relevant department.

We will revert in 48-72 hours with further information, however, the player cannot access his account.

Thank you.

The JackMillion Casino Team.

Thank you for the information, JackMillion Casino Team.

We will extend the timer and wait to hear further.

Kind regards,

Adam

Hello,

Thank you for your patience.

Kindly note that our Responsible Gaming Officer has contacted the player and they have reached a conclusion together.

The player is now self-excluded and will not be able to reopen the account. To ensure the player does not receive any communication, we have also contacted our CRM department for the player's details.

Kindly allow a period of 24 hours to ensure that all communication has been seized by the system.

Thank you for your time and support.

The JackMillion Casino

Thank you very much for the update, JackMillion casino.

Dear juan2625,

Can you please confirm the above and that the matter has now been resolved?

Kind regards,

Adam

Hello

They have called me from responsible gambling to tell me that they are self-excluding me (it is time after 2 years of applying) and that they will not send me any more promotions (at the moment they continue to send me). I will confirm you.

thank you

Hello juan2625,

Thank you for the update. We will extend the timer for one more week while we await your confirmation.

Kind regards,

Adam

Hello juan2625,

Can I ask you please for an update? Do you now consider the matter to be resolved?

Kind regards,

Adam

Hello

These days they have not sent me notifications either by mail or by SMS.

It seems that it is solved

Thank you

Dear juan2625,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam