The player's requesting a refund of her deposits as she is self excluded in a sister casino. The casino explained they learned about the player's gambling problem only after the player played down the balance and blocked the account. The player will seek further help with the gaming authority, but unfortunately we were forced to close the complaint as rejected.
Jet Casino - The player's requesting a refund of his deposits.
Amount: Mex$36,800
Jet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have a self-exclusion due to gambling problems at a sister casino: Sol Casino, some time later I opened an account at Jet casino, said account was opened with the same email, same phone number and everything was the same as the account I opened at Sol Casino, check the account with the same documents credential etc, it is assumed that I was self-excluded in their sister casino and since the verification they must have rejected me and they did not allow me to continue making multiple deposits and when I no longer deposit they closed my account, their explanation at the closing of my account was that sol casino told them that I had problems with the game (I have everything saved in screenshots from the live chat of jet and sol casino) because if sol casino had already warned them of my problems with the game, They allowed me to verify my account, even to deposit large amounts of money without putting a stop on me, but they put the stop on me until I had lost all my money, I ask for ree reimbursement of the losses in jet casino since it had an active self-exclusion in its sister casino
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2 years ago
Hello angelescar16 ,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account closed in Jet Casino? Did they block you right after the verification? How much did you deposit into the casino in total? When was the last time the casino responded and what did they respond?
Looking forward to your answer.
Regards,
Nick
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2 years ago
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-Could you tell us since when your Jet Casino account is closed?
My jet casino account is blocked from October 18 -20 approximately I don't know the exact answer since the casino closed my account and never notified me or anything I came to realize because I couldn't enter anymore then I contacted the chat and they told me that had been closed due to gambling problems
-Did you get blocked right after verification? No, I was able to perform a complete verification upload all my documents the same ones that I used in their sister casino SOL and make multiple deposits in several days later
-How much did you deposit in total at the casino? an approximate of 36 thousand 800 Mexican pesos
-When was the last time the casino responded and what did they respond? I contacted both casinos on jet they told me that they blocked my account because sol casino told them about my problems with the game and that the block was permanent, then I contacted sol casino and they replied this I quote: Veronica 07:54
Because you have registered on this site after being blocked from our site. As part of the license, your profile has been blocked at Jet Casino.
(Attachment screenshot)
They give me to understand that jet casino knew about my problem with the game and was notified I have ignored and let me make multiple deposits and play until I reach 0 I have screenshots of my chat with sol and jet casino of the last chats
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2 years ago
Did they mention if there's any chance for a refund of your deposits? Did you request for it?
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2 years ago
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They did not mention it but from the beginning I asked both parties first to jet casino what was the reason for blocking my account and they told me that they were informed by sun casino of my gambling addiction and that is why they closed my account permanently that was the first time then the next day i checked with sol casino again and they told me that they informed jet casino of my gambling problem and that was why my account had been closed, so jet casino knew about my problem and preferred to ignore it allow me to verify my account and make multiple deposits I consulted the jet casino chat but when I asked them why they let me deposit if they already knew about my problems with the game the chat closed and I did not see if they answered me I sent a message again but It already appeared offline, I sent them the same email when they closed my account alleging the same thing and they did not answer me to date
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2 years ago
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It seems unfair to me that if they already knew about my gambling problem they let me deposit and deposit and when I lost everything they closed my account and the reason they gave me is that they were informed by Sol Casino of my gambling problems and that the closure of the account is irreversible, so this makes me understand that they already knew about my problem and waited for me to lose everything to close it
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2 years ago
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What Sol casino told me regarding my account and that they informed jet casino to block my account in the same way words from sol casino advisors I quote: why did you register on this site (Jet casino) after being blocked from (sol casino) and as part of the license your profile has been blocked from jet casino 
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2 years ago
Hello angelescar16,
Can you please clarify the dates a little more detailed?
When did you request to close your SOL account and when did the casino close it? When did you register into Jet Casino and when did you deposit there?
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2 years ago
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On October 11, I requested the closure of my account in sol casino via chat, I told them that I had problems with the game and that I wanted self-exclusion, they closed my account within minutes, some time later on 14-15 I registered in jet casino with the same email as in sol casino, carry out the complete verification with the same documents as in sol casino and they accepted them within the hours they completed my verification
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2 years ago
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I deposited the same 14 I made several deposits later I deposited again days later on October 17 I deposited again and made a single withdrawal of $3000 mx then I deposited it again on October 17-18 and lost all this without jet closing my account time then I tried to enter the account I think it was on October 22-23 and my account could no longer access, I contacted the support and they told me that sol casino told them about my problem with the game and they closed my account because their license did so indicates they told me that the closure of my account was permanent and could not be reopened, that's why I come here and ask for the Refund of my deposits since they should have closed my account from the moment of registration (with the same data as in sol casino) verification (with the same data as in sol casino) they decided to ignore and wait for me to have multiple losses for now if they pay attention to their casino brother sol casino and close my account
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2 years ago
Hello angelescar16,,
Sorry for the late update as I've been out of the office for a week. I will now forward your complaint to my colleague Tomas (tomas@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello angelescar16,
I will assist you with the complaint from now on. I'll contact the casino and ask for their help with the case.
Jet Casino team,
Would you be able to comment on the issue? Will you be refunding any deposits angelescar16 made since opening the account with Jet Casino? Please let us know.
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2 years ago
Nice to meet you, Angelescar16! You registered on our website before the appearance of the ludomaniac recognition and tracking system. After its appearance in mid-October, all active accounts of ludomaniacs on our sites were blocked. You registered on the site yourself, while knowing that you had previously declared an addiction.
Sincerely,
Jet Casino!
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2 years ago
Hello all,
Thanks for the reply to the Jet Casino representative.
angelescar16,
Could you explain how SOL Casino informed you about the self-exclusion after you requested it? Could you forward any emails that confirm you are self-excluded from the casino to my email tomas@casino.guru ?
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2 years ago
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I registered exactly in the middle of October on the 14th and the reason why they blocked my account according to your own chat workers was because of a notice from Sol Casino of my problem with the game, saying that I appeared in the middle of October in their system of ludomiacs It is very illogical why I just registered a 14 and you closed my account after the 20
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2 years ago
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So you as a casino have 0 commitment to helping players with gambling problems, you don't care to take care of them and you ignore all the systems that could have thrown red flags about it, like me registering with the same data as that I verified my account and it was the same person who came from his other project (sol casino) due to problems with the explicit game
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2 years ago
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I closed my sol casino account via online chat, they kindly assisted me and within minutes they informed me of the closure of the account but they never sent me an email, but some time later I asked them if my account was blocked and they answered me in the same way via chat, I have the screenshots
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2 years ago
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From October 11 when I asked for the permanent self-exclusion of Sol
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2 years ago
Hello angelescar16,
Unfortunately, casinos don't necessarily exclude players across their network. Also, many licensing authorities don't require casinos to do so. Unless the casino expressly tells you that you are excluded across their casino network or across all casinos under the same license, such self-exclusion will be limited to a single casino only. The casino doesn't specify its approach to this issue in its responsible gambling policy or terms and conditions as far as I am aware.
I am terribly sorry this happened to you but nothing in the communication between you and the casino support suggests they excluded you both from SOL and Jet Casino at the time you requested it from SOL Casino support. I requested from the casino explanation if you are eligible for any refund on your deposits but if you deposited in the casino prior to their knowledge of your gambling problems (even if it was after your exclusion from their sister casino) there is not much we can ask them to do for you.
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2 years ago
Glead to see you, Angelescar16! We work in accordance with the license, our license recommends that we block players who have gambling problems on all our partner projects, based on personal experience, we block immediately on all projects in order to protect the player from unnecessary expenses and ourselves from further violations.
Best regards,
Jet Casino!
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2 years ago
Dear Jet Casino representative,
According to the timeline Angelescar16 described above, she registered in the Jet Casino after she self-excluded herself from SOL Casino. Could you explain if the self-exclusion block was supposed to be active for all the casinos in your network at the time she registered at Jet Casino and if as a consequence she is entitled to any deposits she made to Jet Casino to be returned to her?
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2 years ago
Nice to meet you, Tomas! The system of automated identification of players with gambling addiction who have ever declared their addiction appeared with us in mid-October, after the player had registered on JET and made bets, while withdrawing funds, because before that such moments were not tracked manually, it was difficult to notice that the player had created a new account, but this program tracks players with similar e-mail and data. The funds cannot be refunded because the player, being blocked on one project due to gambling addiction, should not have registered on another project, under his own responsibility, but the player registered and started betting, withdrawing funds, as soon as our program for automated identification of players with addiction was implemented, the player's account was blocked without the possibility to return the funds, because the player already spent them on his own, knowing that it has problems with addiction. Also, we draw your attention to the fact that if, when blocked on the SOL project due to gaming addiction, the player had an account on JET, it would have been immediately blocked, but since the player started an account after being blocked on SOL, we could not track it manually on JET until our program appeared in mid-October.
Sincerely,
Jet Casino!
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2 years ago
Dear Jet Casino representative,
Thanks for your replies so far.
Could you explain the reason why Angelescar16's account was blocked on SOL Casino on October 11th? Was the reason for blocking a gambling problem or not? Please let us know what was your conclusion about the player's decision from that time.
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2 years ago
Hello, Tomas! Angelescar16's reason of blocking the profile on SOL Casino was gambling problems.
Best wishes,
Jet Casino!
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2 years ago
Dear Jet Casino representative,
thanks for the detailed explanation. Could you advise what was the player's balance on the Jet Casino account at the moment of the block?
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2 years ago
Dear Tomas, the player's balance at the moment of the block was 0.00 MXN on JET Casino.
Best regards,
Jet Casino!
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2 years ago
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jet casino is lying when they say, our license recommends that we block players who have gambling problems from all our partner projects, based on personal experience, we immediately block all projects to protect the player from unnecessary spending and us same of future infractions.
Since they allowed me to register, the same information and carry out an account verification and they never denied me to play in their casino, it was some time later until I had lost a lot of money, it is incredible that a casino lies in this way and contradicts itself so much
and then to say that your system for automatic identification of gambling addicted players who have ever declared their addiction appeared with us in mid-October, after the player registered with JET and placed bets, while withdrawing funds, because before that those moments were not tracked manually
I only made 1 withdrawal and then I bet it again and lost, if they are supposed to have an automatic system why did it take more than 10 days to block my account after registration, verification, deposits and 1 withdrawal, I hope players notice that in the jet casino and sister casinos do not take gambling seriously and they change the rules for convenience.
sol casino confirmed the first time I asked why they closed my account in their sister project jet casino and their answer was this, they make it clear that due to their license they have to block all partner casinos
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2 years ago
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Unbelievable contradictions in these paragraphs (our license recommends that we block players who have gaming problems in all projects of our partners, based on personal experience, we immediately block in all projects to protect the player from unnecessary expenses and us) themselves from future violations ) (automatic identification system of gambling addicted players who have ever declared their addiction appeared with us in mid-October, after the player registered with JET and placed bets, while withdrawing funds, because before from that those moments were not tracked manually, only It was difficult to notice that the player had created a new account, but this program tracks players with email and similar data)
How can they say that, if they allowed me to register and VERIFY myself using my same information and email address, including the same official identification photos, proof of address and selfie with identification, and at no time did they stop me for my gambling problems registered in sol casino, it is a mockery for all of us who have gambling problems to say that the system then detected me for 1 withdrawal, are you kidding jet casino? In other words, you let players with gambling problems play all their money without a problem, but if there is a record then their alert goes off and then they realize that they have a self-exclusion with their sister casino and then they block the account, incredible everything that you comment only lie and lie and do not comply with what they say in those paragraphs or what their license dictates.
Tomas, I would really appreciate it if you could give me the email or page where I can contact the jet casino license to be able to present my complaint officially with them. I would really appreciate it.
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2 years ago
Hello Angelescar16,
I noticed these might seem like contradictions. The problem lies in how the casino systems were set up and it seems due to this, when it comes to your Jet Casino account they were only aware of your gambling problems after the implementation of these new systems, and subsequently, they acted correctly and blocked you. Ideally, the preventive measures the casino representative described would apply to your case, but it seems they didn't.
If the SOL Casino support didn't explicitly tell you you are blocked from additional websites, it's reasonable to say no block other than for your account in the SOL Casino was active. Under these circumstances, we can't insist on Jet casino returning your deposits.
Please contact the Curacao Antillephone gambling authority at certria@gaminglicences.com if you wish to pursue this issue further. Let me know how they responded. (tomas@casino.guru)
It pains me that I can't do more for you, but this complaint will be closed.
