The player from Manitoba struggled with account closure options due to his addictive personality related to ADHD, having spent thousands of dollars on the casino site. He expressed a desire to close his account permanently but found no available option, which led to ongoing concerns about responsible gambling. The Complaints Team was unable to resolve the issue as the casino refused to cooperate due to strict GDPR regulations. Consequently, the complaint was closed as 'unresolved,' and the player was advised to avoid JackpotCity Casino in the future.
JackpotCity Casino - Player's account cannot be closed.
Black points: 495
Amount: Can$10,000
JackpotCity Casino
Safety Index:Above averageSafety Index
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7.9
JackpotCity Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
I have been playing here for sometime now and being a person with a recognized disability ADHD I have a very addictive personality and have spent 1000,s of dollars I’ve wanted to close my account on several occasions but there is no option for this on this site I could self exclude but it’s a short term fix and would be back in no time making deposits I have won on occasion and I’m just wanting there to be something that should be. Done for other player like myself I’m not sitting and here and blaming anyone but if the option was available I would have closed my account and possibly saved my self thousands of dollars not sure what to do with this or if anything can be done about this
Public
Public
3 weeks ago
Hello c2voice,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JackpotCity Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you request for self-exclusion through the casino support?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
3 weeks ago
Yes I’ve been verified since aug10 2024 and I haven’t spoken to anyone for a long time I can’t actually remember if I have and self exclusion I can’t remember when or if I have done
Public
Public
2 weeks ago
Dear c2voice,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from JackpotCity Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Best regards,
Nick
