JackPoker Casino - Player's account remains open despite closure requests.

Hello, I've read about this before on this site, others have had similar problems with the site. Unfortunately, I didn't find anything there that could help. Unfortunately, sometimes it happens that I play more than I want and I need some kind of restriction in this regard. It works on several sites, self-exclusion or deposit limits, which would protect players and me. This doesn't work at all on the site, I have asked for my account to be suspended or closed several times, but to no avail. I have spoken to customer service several times, where they assured me that I would not be able to reopen my account, which I managed to do without any problems after a few days. I have asked for my account to be permanently blocked several times, I asked for a deposit limit, but after the promises everything worked without any problems. I have written to them several times that I have a problem with gambling, that I need more time, but despite the promises I was still able to use the site. Is there any solution to this?

Dear dudasrobi11,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing.

When applying for self-exclusion, it’s important to clearly state the reason for your request and specify the desired duration of the exclusion. Additionally, ensure that the email subject line is clearly marked and easily recognizable, as casino support teams receive numerous requests daily. A well-marked subject line increases the likelihood of your request being processed promptly.

Example email format:

Subject: Self-Exclusion Request

Player Information:

First Name: [Your First Name]

Last Name: [Your Last Name]

Date of Birth: [Your DOB]

Casino Login: [Your Username/ID]

Email Address: [Your Email Address]

"Greetings [Casino Name],

I am writing to request immediate self-exclusion from your casino and all gambling-related marketing materials for a minimum period of [XX months/years or lifetime].

The reason for my decision is [state your reason].

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and I understand that it cannot be lifted before the end of the agreed timeframe.

Thank you for processing my request promptly. Please confirm once my self-exclusion has been applied."

Please send your self-exclusion email to legal@jack-poker.com and feel free to copy me at petronela.k@casino.guru. Keep me updated on any further developments.

If alternative contact options, such as live chat or WhatsApp, are available, I recommend using those as well. Be sure to save screenshots of any relevant communication as evidence.

Thank you in advance for your cooperation.

Best regards,

Petronela

Thank you for your reply. Unfortunately, I have already written a message here before, but I have not received any response. Contact is via help@jack-poker.com, from where you are redirected to Telegram VIP customer service, where the thing shown in the screenshot happens and everything continues. I have also written to Curacao GamingLicensing, but I don't really think I will achieve anything with it.

Hi dudasrobi11,

Thank you for your message and for keeping me updated on your efforts to resolve the matter.

I wanted to let you know that I received a copy of the email you sent to the casino on January 12th, in which you informed them about your gambling problem and requested a 1-year self-exclusion.

• Could you please confirm whether you received any reply or acknowledgment from the casino regarding this request?

If you have any further updates or additional communication with the casino, please let me know.

I’m here to assist you as best as I can.

thank you very much for taking care of my case. Unfortunately, I did not receive any response to the message sent to legal@jack-poker.com. as I wrote before, I can get in touch with them (help@jack-poker.com, telegram) they answer within a few minutes, but unfortunately, even though I ask for self-exclusion, it is easily removed later, no matter what they promise. 

Thank you very much, dudasrobi11, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank U so much

Hello dudasrobi11,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear JackPoker Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear dudasrobi11,

I am trying to reach a casino representative internally, outside of this thread. I will let you know with any updates.

Thank U So much! U are very helpful

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V