JeetWin Casino - Player struggling to close account.

Hi, I need your help in closing my account. I spoke to the live chat but they said they can’t help me and I should mail, then I tried mailing them as well but still they haven’t blocked my account. I’m losing money because of it, kindly help.

I’m attaching screenshots of the same, kindly make sure you don’t post my Government ID here.

Dear akshayymathur9,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulty you're experiencing in closing your account with the casino. To assist you further, could you please provide more details about the following:

• When did you initially request the closure of your account through live chat?
• Do you have any reference numbers or transcripts from this conversation?
• Could you specify the date and time when you sent the email requesting account closure?
• Have you received any acknowledgment or response from the casino regarding this request?

I see that you sent your self-exclusion request to the correct email address, support@jeetwin.com.

• Could you please advise the exact date when you sent your request?
• Could you confirm if the casino subsequently requested verification of your identity, but meanwhile, your account remained open?

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

Best regards,

Petronela

I requested the self exclusion on 18/06/2024 at 2:03AM IST. What is surprising is their most recent mail in which they are asking me to go to some website for help "www.cybersitter.com".

You need to ask the casino to compensate me INR 5000/- that I have deposited post my mail of telling them to permanently self exclude myself. Rather than closing my account they referred me to get help from some weird website, kindly get me justice in this case CasinoGuru.

Hi akshayymathur9,

• Could you please share with me the most recent communication as well? I'd like to see the casino's reply. My email address is petronela.k@casino.guru.

Thank you.

I have forwarded all the mails to you, kindly check and get back to me as soon as possible. Thank you.

Hi akshayymathur9,

Thank you for sending the communication. Just to confirm, is your account still accessible? If so, please send a screenshot of your cashier history to petronela.k@casino.guru.

Looking forward to hearing from you.

Sure, I’m attaching the screenshot of deposits and withdrawal. Please get me my lost money back 🙁

And yes my account is STILL active. It’s a shame how this casino talks about "Responsible Gambling" but then pulls these cards.

I’ve forwarded the same on mail as well. Kindly check and get back to me soon. I don’t want to lose more money.

Thank you very much, akshayymathur9, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear akshayymathur9,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

I have records of me losing approx 15,000/- post me submitting my self exclusion. Kindly ask the casino to give me my money back, this is so unfair.

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Hi Jozef, I have mailed them and all added your CC. I have also asked them to refund me my money that I lost due to their support team not responding adequately and in time. Kindly make sure I get my refund back.

The reason I chose this casino to begin with was because CasinoGuru had given "High Safety Index" to them. So now it’s upto you as well to get me my refund back.

I have forwarded you their absolutely stupid reply, please check.

Dear akshayymathur9,

I am very sorry about this situation. Although they finally managed to close your account, they failed to react promptly or cooperate effectively in this case. There were accusations that you did not fully complete the self-exclusion process; however, they failed to support these accusations, despite following all their recommendations. Considering these facts, I am forced to close this case as 'unresolved'.

An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef