Jacks.nl Casino - The player's self exclusion failed.

I asked for complete self exclusion and company failed to comply meaning I gambled again. I asked for refund which they said they would do as they failed to act on self exclusion. They now refuse refund but in meantime asked for all my personal documents and say they’ve don’t do self exclusion and systems don’t allow it. They now refuse to comply as say they are not licensed with any gaming agency and operate with internal ruled only. They say their systems don’t allow self exclusion permanently therefore allowing gamblers to continue. They also don’t respond to complaints or have gdpr officer or legal department. They are taking identity information and using it to their advantage and sharing data with other companies.

Hello Albeeit123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jack's 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 is yes, since when exactly? When did you request for self exclusion and in what way? Is your casino account still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

It’s Jammy Jack I am reporting.

Account verified officially for 7 days. They did verify it 12 days ago and confirmed it in 2 emails and via support chat but 5 days later decided to un verify and had to re hold of documents 5 times, since been verified again.

I asked for account closure 1st September and for then to remove my contact details from their records and to stop ringing, texting and emailing. I found out via text that my account was re open so gambled. I then challenged why my account was not permanently closed and they advised they only close accounts for 30 days. I asked for refund and they said it would be processed. I had to buy a passport and upload documents and 4 weeks later they decide they won’t give me a refund.

I challenge their self exclusion process and they advise their own internal regulations only mean they lock accounts for 30 days but then I have also found out that users can re open accounts at any time using the chat function so technically they don’t operate any form of self exclusion.

I have emailed lots of time and spoke to chat agents for 6 hours and they Would not close account permanently or for a set period - they say their systems don’t allow this. I said I have gambling problems and they just don’t log in and or don’t use the chat function re open facility. Basically it’s my problem if I re open account.

My account is closed after I had to re request this but I can re open the account at any time using the live chat facility. I have asked for data to be deleted, account blocked but they refuse.

I spoke to them yesterday with lots of emails and 2 chat contact with agents asking for the refund, to close account and to establish licence arrangements, security of accounts and documents.

Please close case I don’t wish to pursue.

Please also remove any details made public and I don’t wish for my post to be on your website.

Please delete all records and delete close account

The complaint will be now closed on the player's request.