JackMillion Casino - Player's cashback request unanswered.

Hello, I opened my account a month ago at Jackmillion Casino, as well as at SpinSamba, which are owned by the same company.

My usernames are alex1319 and alex1913 respectively.

I informed them that I wanted to close my account, and they did so, but they continue to bombard me with messages (which is a different issue).

They did not inform me that I was entitled to a cashback, although I deposited over 40,000 euros between the two accounts, and now that I’m aware of my rights, I'm speaking with lawyers who promise to secure a partial refund on my bets.

I have sent them an email to sort this out and for them to give me my cashback without involving lawyers, but I have not yet received a response.

In total, they owe me between 4-6 thousand euros, as they offer a 10-15 percent cashback.

I requested them to reopen my account so that I can receive my cashback, but there has been no response, and they continue to send me messages. This is liable for legal action as I have opted out, and I can demand compensation.

All I want is for them to give me what they should have initially informed me about.

I hope this gets resolved. Thank you

Attached are the emails from when I closed my account and how they continue to send me messages.

Dear Alex1319,

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 can understand the whole situation completely. Can you please provide the reason for closing your account? According to the casino's email, they state that your account won't be reopenable in the future. Did you mention a gambling problem when requesting the account closure?

If there’s any relevant communication, please forward it along with your bonus history to petronela.k@casino.guru.

Please be aware that once you close your account, you are no longer eligible for any cashback bonuses, as your contractual relationship with the casino has been terminated. Additionally, it's important to note that bonuses, including cashback, are not automatically guaranteed to players. The casino retains the discretion to decide whether a player will be rewarded with a bonus or not.

Thank you in advance for your reply.

Best regards,

Petronela

Hello! I sent them a couple of emails asking them to close my account, but since they didn't close the account; I had to send a more serious email, commenting on problems with the game to get my account closed. Still, they keep texting me. Just today, they sent me another one. I have screenshots of emails and sms to corroborate it. This is a reportable event and compensation for damages and prejudices can be requested, and it is what I am working on with my lawyer.

Although, before taking legal action, I would like to solve it this way.

The casino should have told me that I was entitled to a cashback of 10-15% of the deposit (which is more than 30k).

One way or another I will get part of the money deposited, as my lawyer has indicated to me. If I do not get it this way, I will prepare to file a complaint before the European authorities, Malta and Curaçao.

Thanks in advance for the help casino Guru, I hope a solution is found.

Unfortunately, our ability to help you in this matter is limited. We do not engage in negotiating for compensation in cases of damage or prejudice, and considering your mention of a gambling issue, we fully endorse the casino's decision to maintain the closure of your account moving forward.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

No gambling problem, rather I had to say that to get the account closed like many other people at this casino or spinsamba as it appears from other people's reviews.

The problem is that they should have notified me of the cashback that belonged to me before closing the account, for what they want they do notify me and that is acting in bad faith.

How the casino ignores it is already in the hands of a lawyer.

thank you

I regret to inform you that by requesting the closure of your account, you also implicitly consented to the discontinuation of all promotional offers. If the situation were reversed, and the casino were to reopen your account following a closure request, we would certainly support your position. However, in this instance, we are unable to pursue this matter and compel the casino to reactivate the account that you had initially wished to close.

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.