JackTop Casino - Player's account not closed despite gambling problem.

VIP manager doesn’t close my account after telling him about my gambling problem. In the end I lost quite a bit of money. Responsible gambling is 0/0 at JackTop. Predatory establishment. Even after writing it in the live chat they told me to speak to the VIP manager, the same person who wants to keep me gambling..

Hello D-Rose,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I told the VIP manager that gambling was destroying my life and I needed to stop playing. I asked him to bar me from playing. He totally didn’t care. Offering me bonuses etc.

Hello D-Rose,

Do you have any conversation saved where you did mention gambling addiction or gambling issues as the e-mails you forwarded does not contain any mention of it? If yes, please forward it to nikolas.b@casino.guru. If not, please request for self-exclusion again and mention addiction there.

Dear D-Rose,

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’ve sent the documents weeks ago to the email address you gave me.

Hello D-Rose,

Based on the e-mail you provided there is not a single mention of gambling addiction or gambling problems, therefore the casino had no obligation to self-exclude you. Please try to contact them and specifically mention addiction and let us know the outcome.

Dear D-Rose,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.