NovaJackpot Casino - Player’s Self-Exclusion Ignored.

have years ago asked permanent ban in all rabidi nv. casinos, and thus far i havent been able to play in their casinos. Now suddenly they have opened this site and even hide the owner in the site. This smells criminal to me and i will start actions immediately. Never seen a site that is not telling who the owner is. Maybe this is their strategy to get problem gamblers in their site. Found at least two other people with the same situation and one who got refund. So they give refund but dont fix the problem? This should be investigated. No responsible gambling..

Dear T11gre,

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

Please keep in mind that casinos in Curacao Antillephone are not obligated to extend the self-exclusion to associated brands.

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

• Have you informed this particular casino regarding your gambling problem?
• Do you have any proof of the self-exclusion extending to this casino as well?
• Is your account in this casino accessible to you?
• Could you please share your communication with the casino? 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

Now 3 days gone and they havent even answered. My account still open. This by far ugliest site and company i have witnessed. Luckily i have some reasoning and havent been playing there since day one. I will now use all my power to solvw this case and make sure this Rapidi N.V. takes some responsibility. They all purposely doing business with problemgamblers who ask permanent restriction.

If you dont warn people about this casino, i will. One week and they havent even answered me anything. Does this Rapidi N.V even have license anymore? You rate this casino verygood? No customer service at all, no responsible gambling at all and they purposely let problem gamblers play. How can this casino be rated this good??

Dear T11gre,

We didn't ask the casino to respond, because we asked you to reply to our questions first, I apologize if there was any misunderstanding.

Your responses to our questions are crucial in determining if and how we may assist you further.

• Have you informed this particular casino regarding your gambling problem?
• Do you have any proof of the self-exclusion extending to this casino as well?
• Is your account in this casino accessible to you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

This casino hides its license( if it even has one) and i dont get an answer in 7 days from them when sending my case via email. Now after a week you still ask me to send copies of messages. This casino should be banned. How can anyone stay playing there if they dont even answer emails when in trouble?

Guess what they did now? 10 days no answer by email. Went to chat and they promised to check my case. Without any explanation or answer just closed my account immediately. So now cant even discuss with the company. Never seen this ugly casino in my life.

I am glad to hear the casino closed your account.

If you wish to request a refund of the disputed amount of €271 from the casino, we'll need the information I requested from you earlier. Otherwise, your complaint will be rejected due to lack of evidence.

Thanks for your understanding.

They claim that their rules include that no refund is possible after bet has been made. What a joke company. In 7 years this company has done nothing to their responsible gambling. I have asked permanent ban for the whole company in over 10 different casinos. First time 2017. Now they supposely work without license and even hide the owner. How no one does anything to these criminals. They even held my account open for 10 days after my first email.

Please understand we'll need to see your requests. Please forward them to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear T11gre,

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.

This company dont answer emails. Ive been asking permanent ban for years and same thing in every site of theirs. No restrictions made and they wont even look your case. Their regulations say no refund can be made after deposit. So basically their strategy is to lure problem gamblers and they do nothing to responsible gambling. They purposely make money with problem gamblers and when something problematic occurs, they dont even discuss about the situation. Ugly company and their casinos should get 1/10.

Ps. I sent you email proofs.

Thank you for your email.

Please understand we don't deal with complaints against an entire group of casinos. Each online casino is its separate entity which under certain circumstances might share self-exclusion data with other online casinos. This is usually determined by the casino's license.

Curacao Antillephone to our knowledge doesn't enforce this.

If you haven't informed NovaJackpot Casino about a gambling problem it might not act to protect you.

Have you made any deposits between the time you informed the casino about your gambling problem and the time the casino blocked your account?

You are talking about a license but does this casino even have one cause its hidden? No responsible gambling? Wrong info in emails, answering takes weeks. Internet is full of complaints regarding delayed withdrawals. Yet you give 8/10. Misleading people

I wish I could be of more help.

From the information I gathered the casino has a valid license and offers the self-exclusion option via email. https://novajackpot2.com/en/rules

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@novajackpot.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.