HomeComplaintsJackTop Casino - Player's self-exclusion has not been honored.

JackTop Casino - Player's self-exclusion has not been honored.

Amount: €80,000

JackTop Casino
Safety Index:Above average
Submitted: 13 Jul 2024 | Case closed : 28 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from the Netherlands had lost €80,000 at the casino despite having an active self-exclusion. We had asked for specific details regarding the self-exclusion and the player's communication with the casino. However, the player failed to respond to our inquiries. Consequently, the complaint was rejected due to a lack of information.

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3 months ago

I lost 80k at this casino even though they knew I had registered with lCS self execution.

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3 months ago

Dear noamenbachar,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackTop Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Cold you please specify where exactly have you self-excluded?
  • Have you informed the casino directly about any gambling problems?
  • Could you please explain whether the 80 000€ represents the amount of your deposits?
  • Could you please share the self-execution request you refer to in your post? Could you please share your communication with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


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3 months ago

Dear noamenbachar,

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.

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3 months ago

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.

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