JeetCity Casino - Player's account closure request is ignored.

Hallo zusammen,

Bitte helfen Sie mir. Leider bin ich spielsüchtig und hatte einen Rückfall.

Ich habe nun am 12.08. versucht mein Konto beim Casino zu schließen. Meine Anfrage wird aber ignoriert bzw. nicht bearbeitet.

Ich möchte, dass das Konto sofort und dauerhaft geschlossen wird. Außerdem möchte ich die Erstattung meiner Einzahlungen.

Mit freundlichen Grüßen

rese989

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with JeetCity Casino. I have checked the Responsible Gambling section on the casino's website and have found the following information:

Requesting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. To enable self-exclusion and inform us about your decision to stop gambling at the Website for a certain period of time or forever, please contact our support team via email.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you contact the casino to inform them about your gambling addiction for the first time?
• Would you be so kind as to forward me all self-exclusion requests that you sent to the casino? My email address is [email protected].
• Have you attempted to reach the casino support via other channels, e.g. in live chat?

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,

Natalia

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hallo Natalia,

das Konto wurde nun anscheinend bereits geschlossen.

Könnten Sie mich dabei unterstützen, die eingezahlten Gelder (seit Anfrage der Schließung) wieder zu erhalten?

Ich habe die entsprechenden Nachweise mit eingereicht, kann sie aber gern noch ein per Mail schicken.

Ich habe nur E-Mails geschrieben, da auf der Casinoseite steht, dass man dies per E-Mail tun soll. Es gibt einen VIP Zugang, es wurde von verschiedenen Leuten gelesen und weitergeleitet. Am 12.08. habe ich die Anfrage gestellt.

viele Grüße

rese989

Dear Casino Guru Team,

Thank you for reaching out regarding Ms. ****’s case. We would like to clarify the situation and outline the actions taken by our team.

1. Account Closure Request

Ms. **** initially contacted our VIP Support Team on August 12th requesting a permanent account closure due to gambling addiction. As per our internal procedure, VIP Support Agents do not directly process self-exclusion requests; they immediately forward them to the player’s dedicated VIP Manager, who is responsible for finalizing such actions. Unfortunately, Ms. ****’s VIP Manager was on leave at that time, which caused a delay in processing her request.

2. Activity After Request

Between the initial request and the final closure of her account (which was completed today), Ms. **** continued to access and use her account voluntarily. During this time, she deposited a total of €2,800 and withdrew €980. The deposited funds were fully wagered, and the gaming services were provided in full accordance with our Terms and Conditions.

3. Refund Request

While we understand Ms. ****’s concerns, we must emphasize that under our Responsible Gaming Policy and Terms, once funds have been wagered and gaming services have been consumed, they are non-refundable. The player’s activity after the closure request was entirely voluntary and took place before the account was restricted.

4. Responsible Gaming Measures

We take responsible gambling extremely seriously. As soon as her request was processed today, the account was permanently closed, ensuring she can no longer access our services. We regret the delay in execution and are reviewing internal procedures to ensure that similar requests are handled more swiftly in the future, even during the absence of a dedicated VIP Manager.

We hope this clarifies our position and demonstrates that we have acted in line with both regulatory requirements and our internal policies.

Best Regards,

Jeetcity Team

Ich möchte bitte nicht, dass mein vollständiger Name hier erscheint. Bitte behandeln Sie die Beschwerde persönlich unter Beachtung des Datenschutzes.

Dear player,  

We understand your concerns regarding the delay in processing your self-exclusion request. However, after reviewing the case, we found that your account was closed within a reasonable timeframe after your request. Since the casino processes such requests manually and does not have a specific policy that would guarantee an immediate closure, we consider this timeframe acceptable. The casino has the right to take some amount of time to address such requests properly. For this reason, we are unable to support your request for a refund.

In the meantime, you have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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. 

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#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia