JackTop Casino - Player receives no response from casino.

I get no respond from the casino

Dear C078,

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

To better understand and assist with your case, could you please provide more details regarding the following:

• How long have you been waiting for a response from the casino?
• Have you tried contacting them through different channels (e.g., email, live chat, phone)?
• What specific issue or query did you contact the casino about? Could you provide details or screenshots of your communication attempts?
• Have you received any automated responses or ticket numbers that might indicate your complaint was received by the casino?

If you have any relevant communication or additional details, please forward them to petronela.k@casino.guru.

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

ik heb alle mogelijkheden van contact geprobeerd en ik wacht al maanden voor een antwoord aleen met een ander email adres krijg ik antwoord maar waneer ik mijn eigen mail moet geven wordt ik weer genegeerd

Dat was het laatste bericht weer aan het lijntje gehouden

Hi C078,

• Could you please clarify the specific issue or query you contacted the casino about?

Thank you.

Ik wil graag mijn player nummer weten en ik wil graag dat er een compensatie komt voor het feit dat ik meer als een jaar ben voor gelogen

Geen reactie na maanden wachten en…

Geen reactie na maanden wachten en proberen 

Datum van ervaring: 03 juli 2024

Bewerk

Antwoord van Jacktop Casino

3 uur geleden

Dear,

Thank you for bringing this issue to our attention. We sincerely apologize for any difficulties you've experienced in reaching our support channels. Your feedback is crucial to us, and we're committed to resolving any communication challenges promptly.

Please accept our apologies for the inconvenience caused. We encourage you to try reaching out to us again through any of these channels, as we are eager to assist you and ensure a positive resolution to your concerns.

Thank you for your patience and understanding. We look forward to hearing from you and resolving this matter promptly.

Kind Regards,

Jacktop Casino Team

always the same answer

Hi C078,

• I'm still unclear about the basis for your refund request. Could you please provide more details about the issue?

Thank you.

ik heb heb aan gegeven dat ik ingeschreven stond bij cruks hun hebben mij desondanks tog laten storten niks uit laten betalen en ik wordt ook aan het lijntje gehouden nu komt de affliate partner boomerang naar nederland hun negeren mij overigens ook ben der inmiddels wel klaar mee

Hi C078,

Unfortunately, JackTop Casino doesn't share the registry with the Cruks as they hold Curaçao license.

Control your gambling behavior with a gambling stop

No longer in control of your gambling behavior? Then take a gambling stop. The gambling stop applies to gambling sites, arcades and casinos with a Dutch license. The gambling stop always lasts at least 6 months. Cruks is a list of players who take a betting stop.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings JackTop Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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

Please send another email to support@jacktop.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

What means dob

Hi C078,

DOB stands for Date of Birth.

I see that you sent an email to the casino as instructed. However, you did not specify the duration for which you wish to close your account or the reason for the closure.

Please send another email, ensuring you follow all the instructions I provided in my previous reply.

Thank you.

Hi C078,

I recommended that you send another email to the casino, clearly stating why you want your account blocked and specifying the duration.

• Have you sent that email? If so, please forward it to petronela.k@casino.guru.

The screenshot you forwarded in your last reply is not the email I requested but a Trustpilot review, which is not relevant to this case.

Thank you.

Ik wil hem niet laten blokkeren ik wil juist dat ik een reacties krijgt

Response to what request?

I'm lost completely.

Jij zei tegen mij dat ik mijn account moet blokeren maar dat is hij al

Hi C078,

To negotiate a refund of your deposits, I will need supporting evidence.

If you previously contacted this specific casino to have your account blocked due to a gambling problem and your request was overlooked, please forward that communication to me as soon as possible.

So far, I have not received any evidence that you contacted the casino to have your account blocked or mentioned a gambling problem. I also need to know the timeline of when you first contacted the casino and when your account was blocked. Your cooperation is essential to understand the issue and help resolve it.

Thank you.

Dear C078,

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.

i ask in the live chat for it couple times

Hi C078,

As mentioned earlier, in order to proceed with your case, we require supporting evidence to substantiate your complaint. This is the final request for you to provide the necessary documentation. Without this evidence, we will have no grounds to continue with the investigation and will be compelled to reject your complaint.

We understand that gathering evidence can be challenging, but it is crucial for us to assess and address your concerns effectively. Please submit the required documents at your earliest convenience to ensure that your case can be thoroughly reviewed.

Thank you for your attention to this matter and for your understanding.

where can i see it that or find it

and why if its ilegal in the Netherlands why i can t go to their site on an American vpn

Hi C078,

Since the complaint was submitted on July 1st, we haven't made any significant progress. I've repeatedly asked for supporting evidence that you previously informed the casino of your intention to have your account blocked. While I understand that your account is now finally blocked, if you are seeking a refund of your lost deposits based on the claim that your initial request for self-exclusion was ignored, you need to provide that evidence. Unfortunately, as of today, no such evidence has been provided, leaving me with no choice but to reject your complaint.

However, if you do come across any relevant communication that could help us move forward with this case, you are welcome to request the reopening of this complaint.

I genuinely wish I could have been of more assistance. I’m sorry that we couldn't resolve this case, but please don’t hesitate to contact us if you encounter any issues with other casinos in the future. Given the circumstances, I will now proceed to reject this complaint.

Thank you for your understanding.