JacksPay Casino - The player's self-exclusion failed.

To whom it may concern,

I am writing to file a complaint because I have a gambling addiction. I OWN that! This casino certainly didn’t create my problem but I can tell you what has ruined my life.

As I’m struggling with this addiction I asked the casino to close my account because I had a gambling addiction. I’m trying desperately to stop this addiction and help myself that’s why I told him about it I figured it would be closed forever.

Lo and behold you let me open / reopen two additional accounts even though I asked for no option to re-open. I have lost my savings account, my 401(k) and now I’m losing my house.

I hold his casino responsible because you were not following the responsible gaming rules.

I did not change my name, I did not change my date of birth, I did not change my cell phone number, I did not change my physical address, I did not change my Social Security number. You just wanted my money!

I asked one agent for a refund and his response was, Hey we’re not giving you a refund. What an answer!

I would like a refund from the time I was allowed to re-open/open the second account and the third account. Otherwise I am going to the Responsible Gaming Commission.

To be honest I had to write in amount in but I don’t know the exact amount.

Respectfully,

Dianne

Hello Dianne,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issues with JacksPay Casino. Please allow me to ask you a few more question to clarify the case as much as possible.

Do I understand it correctly that you opened multiple accounts in the casino using the same name and birth date - or did you use different details with every new account. How long after you created your other accounts were they blocked and were you allowed to verify yourself with them?

Please note that we take self-exclusion also very seriously and as long as the casino was aware that you had gambling addiction and they allowed you to deposit with your other accounts, you should get refund of the deposits since your main account got closed.

Also please if you have any relevant proof or communication between you and the casino regarding your case, forward it to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Casino.guru

Hello Nick,

Thank you so much for getting back to me.

That is exactly the case. It’s happened to me with a number of different casinos. I own when I first opened these accounts but when I closed them and asked / begged them to give me "no options to reopen" I wish they would taken it serious as I stated I had a gambling problem but no one seems to care. It’s all about the money.

Something bad happened in my life last year along with losing my job . I started gambling to take my mind off of everything else and I’ve lost my whole savings account, my 401(k) and I’m in the process of selling my house. Very sad. I wouldn’t wish this on anybody. I’m a 64-year-old grandmother. Ive made a lot of bad choices this year

I absolutely never would change any of my personal information. Yes I have the same name, same DOB, same physical address, same cell phone number.

I hate these casinos it wouldn’t follow the responsible gaming regulations to help people like myself. What should I do next? Help!

regards,

Dianne S*****

The Casinos blame everything on the players/ the addicted. They take no responsibility. If you can see by this chat that I happened to screenshot, as I’m saying why did you re-open my account instead of just closing it , they’re "asking " me. I’m stating I have a serious problem and they’re asking me if I want it to be closed again. Doesn’t seem right and doesn’t seem like they’re following responsible Gaming Commission rules and regulations.

Thank you Dianne for providing additional information. I'll now forward your complaint to my collegue Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Thank you. Stay safe

Hello Dianne,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite JacksPay Casino to join this thread.

Dear JacksPay Casino team,

Could you please comment on Dianne’s complaint and explain why was her gaming account reopened despite the fact that she had previously requested its permanent closure due to gambling addiction?

Andrej,

Thank you for your help.

Best Regards,

Dianne

Dear Dianne,

We got in touch with a casino representative, but unfortunately, we have not yet received any response relevant to your case.

We would like to ask JacksPay Casino to reply to this complaint or provide the necessary information via e-mail. 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’.

That’s sad. If they don’t respond, it’s a done deal? Doesn’t seem right.

Thank you anyway. I appreciate your trying.

Best,

Dianne

Dear Dianne,

I’m afraid so. Unfortunately, we still haven't received any relevant response from the casino, therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. As you might know, JacksPay Casino received a ‘Zombie reputation’ from us, which means we would not recommend players to choose this casino under any circumstances. I strongly recommend you only choose casinos that received at least a ‘Very good reputation’. You can check the list of the casinos we recommend <here>. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Dear Dianne,

Please be informed that the casino team has provided us with additional information regarding your case. One aspect of the matter was brought to our attention, which leads us to a question.

Could you please advise if, when requesting the closure of your first gaming account, or at any other time before you were allowed to create the additional accounts, you mentioned in any way your concerns regarding gambling addiction to the representatives of JacksPay Casino?

In case you're experiencing any issues replying to this thread, please feel free to contact me via e-mail (andrej.p@casino.guru).

Looking forward to hearing from you.

Dear Dianne,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Dianne hasn’t responded to our messages and questions. Without her cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.