JackpotCity Casino - Player’s account is 'self-excluded' without her request.

On the 18th August I was playing on Jackpot City and I woke up the next morning with an issue. They are the first ever casino Ive made an account with. It has been an active account for about 2 years nearly. I received an email on the 19th august saying " we have received your self-exclusion request and it has been successfully applied. " I was so angry while reading this email because I never requested this as I had $588.00 in my account still remaining from the night before(18/08) . I have been trying for a whole week to get back into my account and nothing has worked I also have been trying to contact Jackpot City everyday since this situation has happened and they have been difficult to get ahold of. Eventually tonight (26/08) I was successful in reaching them. But when I discussed from my point of view what had happened they said they can't remove the self-exclusion until the 6 month period has ended no matter what. Ive tried to explain to them that I wouldn't request an exclusion when I have an active balance of a high amount in there. I asked them if they can provide me with an IP address of the device that the person was on when the self exclusion was made, they said they don't hold that information. But I disagree I think they just don't want to help me. So that's why Im reaching out to you guys to help me please.

Dear natz17,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with JackpotCity Casino? Could you please advise if you have self-excluded yourself from any other casino in the past? Was your account previously verified?

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,

Petronela

Dear natz17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi no I haven’t requested any closure or gaming problems nothing of the sort and i did not request a self exclusion on any casino of mine I fell asleep put my phone down and woke up in the morning and it said my self exclusion was successful. I wad shocked at the email.

Has your account been verified in the past? If we were to request a refund of your remaining active balance from the time of the casino's implementation of self-exclusion, would your account need to undergo verification, or has it been successfully verified before?

Hi my account has definitely been successfully verified before as I have withdrawn funds from Jackpot City in the past on more than 1 occasion.

I hope this helps you to be successful in getting my balance of $588.

Many thanks

Thank you very much, natz17, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear natz17,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear natz17,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru