JinxCasino - Player’s self-exclusion request has not been honored.

I joined this site a few months ago as it was non gamstop, after losing a lot of money i decided to close the account, so I went onto chat and asked to close the account permanently with no option to ever reopen it, self exclude.

A few days/week later I tried to sign in again, account closed . So went on chat to get told it can't be opened as I requested to close it permanently, which is correct as I instructed this, also this is protecting the players who have to use non gamstop sites.

So I thought I send an email to my vip manager, low and behold he reopened it straight away, the same happened at least 4/5 times, I think I lost around 14k. I got took into hospital last weekend with irregular heartbeat, down to stress. My partner eventually found out about the gambling and took it upon herself to email the casino, a lot of email too and throw.

Nobody is answering me know, as I asked about protecting players. Yes I know I spent the money but I asked on various occasions to close this account permanently, no option to reopen. If they had honoured my request I wouldn't be in this situation right now.

surely they have a responsibility to there players, when a player requests permanent closure this should be honoured, not send an euro vip manager and it's open within minutes.

The casino has to know that there players join these non gamstop sites as they have self excluded from others.

Dear pabooth69, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi

All account closures was done over chat, but I clearly stated 'close account permanently with no option to reopen, self exclude' Jinx have now blocked the account as I have been emailing them constantly

Thank you very much, pabooth69, 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 pabooth69,

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

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.

I have tried multiple time to contact the casino, I get no response at all.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear pabooth69,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed and has a very low safety index on our site.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru