JackTop Casino - Player's asking for a deposit refund.

In December 2022 I joined this casino its sister casino Wizebets and requested a permanent self-exclusion to be applied on all brands of the owner Fair Game Software.

However, I was able to join Jacktop.com and lose an total amount of €1000,- which should be unable if you request an operator wide self exclusion and if the casino confirms the closure and does not say it won't be able to fulfill such request.

My complaint has also be sent to their Licensor Gaming Curacao, but as that will take some weeks/months I want to post it here too as it might get resolved earlier then with the Licensor.

Dear Youssf ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the responsible gambling section, and this is what I found:

"• Self-exclusion request: you can contact Support Service Team via e-mail: support@jacktop.com, and we will close your account within the next 24 hours. It's the player's responsibility to notify jacktop.com of any other accounts the player might have and promise not to open any other accounts. jacktop.com will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. jacktop.com cannot be held accountable for potential losses on other accounts;"

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from JackTop Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I do not agree on this argument as this is not my problem. The player requested Wizebets.com to set a permanent self-exclusion and asked them that this must be applicable on all casino brands owned by that particular operator!

The player did not just ask for a self-exclusion on one casinobrand and expected the casino to inform the sister casino's that they should also set a self-exclusion on my personal details. The player asked explicitly that he wanted a permanent self-exclusion and that it must be set on all other casino brands owned by the same operator.

Since the casino responded on my request confirming a closure and did not say they are unable to fulfill my request it would be fair to say that as player I can assume that the casino has taken measures regarding my request. And if that did not happen the mistake is made by the casino..

If needed I can attach the mail I sent and the request I made to understand that I did not ask for a self exclusion on one casino brand and expected them to set it on all casino's, but I asked for this very clearly leaving no doubt.

Thank you for your reply, Youssf. I am afraid that you are not correct. Some casinos are not obliged to self-exclude you from the whole group of casinos.  Please note that there is nowhere on the casino website mentioned that self-exclusion is active in all sister casinos. Furthermore, this casino has a Curacao license which doesn't legally bind all associated casinos to self-exclude players from the whole platform. Unless the casino has MGA or UK license, we do not proceed with complaints regarding self-exclusions like this. If Curacao casinos decide to do it voluntarily, that is great, but we do not insist on it.

I apologize but if you haven't requested the self-exclusion from JackTop Casino directly we won't be able to help you. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi Kristina,

But if you request the casino a permanent self-exclusion operator wide and they don't say that they are unable it would be fair to say that they have executed my request otherwise it would be fair to inform me about this so I am informed/responsible for this.

The way I see it is that Curacao based casino's are not fair and even if you take the measures to prevent harm they are still not required to take care of it which is very unfortunate

Unfortunately, we are not in a position to ask for a refund if the casino wasn't aware of your gambling problem prior to making the first deposit. This is a standard practice in Curacao-licensed casinos and we cannot penalize this specific casino for not closing your account automatically.

If you still have access to your casino account and you want to close it, my best advice would be to request self-exclusion again and properly this time. 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction/problem)

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 the casino support and keep me informed about any further developments. Thank you in advance.

Hello Kristina,

And if I can proof that the casino was aware of the situation and allowed me to play? Would that change the situation or is the policy still the same?

In order to proceed with this case, you need to provide a self-exclusion request sent directly to this casino. Since you yourself indicated that you have not requested self-exclusion here, I am afraid that there is not much more we could do.

Hello Kristina,

Thanks but I will forward my case to Gaming Curacao so they can step in and intervene. This might probably help to resolve my issue as this casino has zero policy.

I understand. I hope they will be able to help you with this case and I wish you good luck.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.