JackMillion Casino - Player's request for self-exclusion ignored.

I have requested self-exclusion from the Jackmillions casino, and I've done so through the email they provided. They responded, asking me why, to which I explained. After much insistence, they replied that they will exclude me for 7 days, and if I request it again after these days, they will exclude me for another seven. I find this unbelievable and, if possible, I would like to ask for some contact with them. I believe I have the right to request exclusion, and I cannot understand their stance. Thank you very much.

Dear Gisre17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the responsible section on the website, and this is what I found (here):

Self-Exclusion

Gaming should be fun and we want you to enjoy playing with us. You can win, but you can also lose. Winning and losing are part of the game, and it is important to be prepared for both occurrences. If your gaming gets out of hand, and/or you might feel like you are becoming addicted, and/or you are losing the sense of time spent gaming, we encourage you to get in touch with us to take a break.

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.

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) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Good morning,

I just responded to an email to you, I have achieved permanent self-exclusion, thank you very much!

Player's additional comments:

Good morning,

In the end I managed to get them to accept the exclusion, it had to be permanent because other solutions they proposed did not work for me. It took a while but in the end I achieved it.

Thank you very much for your attention and sorry for the inconvenience.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Gisre17, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru