Jackbit Casino - プレイヤーのアカウントは閉鎖され、その後不当に再開されました。

I have big issue with Jackbit casino

i was playing with Jackbit lot and I have depositing a lot of money and lost a lot couple months ago I have asked them to closet my account permanently and they did probably a month later I ask vip team to reopen my account they can’t because my account was permanently closet whatever last week I ask live chat to reopen my account and they did open and I have lost over £1300 my account was closet permanently and they shouldn’t open again but they did I have emailed them couple of times they don’t care they should refund me full £1300 or I have to made a complaint to egaming

Dear Tanleku,

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 gambling problem).

• Have you asked the casino for a refund of lost funds already? With what result?
• Is your casino account currently accessible to you?
• Could you please specify the reason for closing your account given initially to the casino?
• Could you please describe the circumstances that led to your account reopening in more detail?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]

Thank you very much in advance.

Best regards,

Tomas

I have asked them to closet my account permanently I’m gambling addicted and they did closet over 3 month ago last week I ask them to reopen my account and they reopened which they should not reopen because my account was closet permanently they reopen my account and deposited last week over £1300 and I ask them to refund me but nothing happened so far they should refund me full of my loses

Thanks for your email.

From the conversation, it's not apparent you requested your account to be previously closed due to your gambling problems.

• Are you able to provide proof of your initial account closure request?
• Are you able to provide your conversation from the time you requested your account to be reopened?

Please forward this information to my email at [email protected] I apologize for the inconvenience.

I have sent all screenshots what I have cheated with live support on your email I do t have anymore my account was reopened by live chat and I don’t have it and it was closet permanently long time ago by email to vipteam thank you

Look like nothing been sorted out so far u should reply something back over 2 weeks same story just waste of time ?

I apologize for the late reply.

Unfortunately, the live chat you provided proves only you informed the live chat about gambling addiction after your account was reopened. To request a refund of your lost funds, we would need proof you informed the casino about your gambling problems before your account was closed initially.

Please provide me evidence your account was initially closed due to you informing the casino of your gambling addiction. I apologize for the inconvenience.

Looking forward to your response.

Is clear on live chat where I cheating with agent where I ask him for how long my account was closer and he answered clearly my account was closer permanently and he don’t have a clue how have been reopened again what I have told u on last email that’s all what I have I was to have emails where I ask vip team to reopen my account and they told me we can’t because account is closet permanently but I have deleted that email thank you

Thanks for your reply.

I went through the communication again, however the evidence is not sufficient for us to ask for a refund on your behalf.

We can only request a refund in failed self-exclusion cases if we have proof you informed the casino of having a gambling problem.

Our recommendation for players who request a self-exclusion due to gambling problems is to keep the communication of the initial self-exclusion and any confirmation received from the casino.

You may want to try to restore the emails sent to the casino, as some email providers provide this option within a certain time.

Without significant evidence, we are unable to confront the casino. Thanks for your understanding. If you happen to retrieve the evidence, don't hesitate to request the complaint to be reopened and we'll try to assist you further.

Please check further resources related to responsible gambling found on Casino.Guru and beyond:

If you are not yet registered on Gamstop, a UK residents' self-exclusion scheme, I would recommend you register as soon as possible:

https://www.gamstop.co.uk/register

If you have accounts open in any other online casino not covered by Gamstop 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.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.