JeetCity Casino - Player's account is at risk of being closed.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion

In case you wish to block access to your account on our website, then you can self-exclude yourself from accessing your gaming account on jeetcity.com for a desired period.

To enable self-exclusion, please visit the "Responsible Gambling" section in your account. You also can contact our Customer Service via chat ("Chat now") or sending us a message when Support staff is not online by using the "Leave us a message" function at the bottom of the site.

Have you tried setting the self-exclusion via your account? Could you please 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,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

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.

 

This was not resolved!! Jeetcity still will not close my account! They asked me to take my comments off and they would give me $200 of play. Just a way to reel a gambling addict back in!

This is the email I just received from the VIP manager AGAIN..

I honestly do not know what to do to get this casino to close my account 🙈🙈

is this even legal??

and this continues … this is the VIP manager that is suppose to have my best interest in consideration!!! This is absolutely dangerous ‼️⚠️

Thank you very much for your reply. Perhaps I have missed it, but could you please forward the message in which you informed the casino about your gambling problem to [email protected]? Alternatively, you can post it here. Thank you in advance.

Kristina , I have sent everything on the 15th. But re sent it all to you again.

i feel like this matter is not being looked at seriously. As well the screen shots are also posted here

Why is no one getting back to me?

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints, and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back to you as soon as possible. Please bear with us. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Hello kash2025, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of JeetCity Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for reaching out and for the opportunity to clarify this case.

We sincerely apologize for any delays the player may have experienced during the self-exclusion process. Please note that the player’s account has now been successfully closed in accordance with her request. We understand how critical it is to handle such matters with urgency and care, and we regret that our response time may have caused concern.

We remain committed to responsible gaming and to full transparency throughout this process.

Best regards,

Jeetcity Team

Thank you, Jeetcity Team for confirmation.

I would like to ask if there is any reason the VIP manager has not investigated the distressed messages sent to her by the player on 3rd August? While they do not count as official self-exclusion request, it is strange that mentions of mental health issues, losing money and casino gambling causing marriage problems were seemingly ignored. Especially when the player requested regular account closure afterwards, getting more and more distressed. I would expect the manager to inquire and even pre-emptively suspend the account until it is clear what is happening.

Please, feel free to respond here, or if necessary, you can send me a message directly at [email protected]. Thank you.

Dear Matej,

Thank you for your follow-up and for raising these concerns. We appreciate the opportunity to clarify the situation further.

Firstly, we would like to emphasize that our team takes Responsible Gambling obligations very seriously. We never intend to ignore or dismiss any player’s concerns, especially those related to mental health or gambling-related harm.

At the same time, we must highlight that the communication with this player has been inconsistent and at times contradictory. While the player did mention personal difficulties and occasionally expressed a desire to close the account, they also repeatedly requested specific bonuses or cash amounts and indicated willingness to continue playing if certain conditions were met. In several instances, the player explicitly stated they did not want their account closed as long as particular offers were provided.

This created genuine difficulty in assessing whether the player’s intention was a firm, final request for self-exclusion or rather part of ongoing bonus negotiations. Our VIP manager continued communication in good faith, addressing the player’s requests while still monitoring the situation carefully.

Once the player’s request was clearly and definitively confirmed as a self-exclusion due to gambling problems, we acted without hesitation and closed the account permanently in line with our Responsible Gambling policy.

We regret if any delay or misinterpretation caused the player additional stress, but we wish to underline that at no point did our team disregard their wellbeing deliberately. On the contrary, our responses aimed to balance the player’s varying requests with our obligation to act responsibly.

We remain fully committed to transparency and Responsible Gambling principles and welcome any additional recommendations from your team to further improve our processes.

Best regards,

Jeetcity Team

This is complete nonsense!!! Yes I did ask for bonuses after loosing thousands of dollars. I expressed in at least 15 emails, chats that I wanted my account closed permanently, I also expressed that I had become a gambling addict and was loosing everything including my house and family!!!! !!!! Which was NEVER done… I have all the emails and chats from , STELLA ( vip manager) I also asked to have someone else to deal with and they kept telling me Stella was the only one who could do this!!!

you only closed my account about a week ago when Matej messaged you!!

My son has also got involved and tried to intervene due to my mental health state from loosing soo much money and he was told that they would not deal with him!!

My son has also seemed legal representation as this is not just a few dollars but thousands and thousands!!!

I feel that Stella was trying to get me to a certain dollar amount lost ( so she could be rewarded!!!

I am not dropping this situation, I am and will be going on every platform to warn and advocate for people that have been come addicted to this site!!

THIS IS NOT RIGHT!!!

Thank you for the further details, JeetCity Casino. Could you please send me some examples of the behaviour you have mentioned in your previous post at [email protected]? Thank you.

Dear kash2025, while waiting for the casino's reply, I just have to point out that from the evidence you have provided yourself, not once you have openly stated gambling addiction. While I agree that casino with 8+ rating on our website should have VIP managers investigating any signs of distress related to gambling (and I will be investigating this further before closing this complaint), it is still not an industry standard.

Moreso the Responsible gambling page clearly states how to request self-exclusion, which you never did. As long as self-exclusion is not requested and gambling issues mentioned, casino has the right to try retaining the player and do what they can to keep the account opened. Many players adds unnecessary workload onto the admin team by constantly asking for account closure after a hefty loss, just to request reopening a few days later once the anger cools off. This is also the main reason why regular account closures take time. Last but not least, at that point it is assumed the player is in full possession of their faculties and can simply stop playing and depositing at the casino.

if this doesn’t scream HELP,,, I’m not sure what else I could do!!

Dear kash2025, as mentioned in my previous message, you should have followed the live chat agent's advice and/or read the Responsible gambling page of the casino, that shows exactly how to get self-excluded in the casino. If you have sent at least one such request and clearly stated your gambling addiction, that would make this case way easier to deal with.

Since you continued to ask for bonuses and only requested what is considered a "regular" account closure, now we are in the murky waters of "should have/could have" and that is not a strong position for negotiation.

I still believe Stella should have investigated potential gambling addiction instead of offering you the bonuses, but it all comes down to semantics and whether the casino is willing to accept my view point. Once i hear back from the representative, I will let you know.

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.

Why are my comments not being posted here?

why does the casino keep getting extensions or let off the hook for this??? Obviously it’s a Hugh problem with Jeetcity.. as many other people have had the same complaint!!!

Dear Matej,

Thank you for your follow-up!

We would like to inform you that we have contacted you directly via email and provided you with all the information.

Thank you for your cooperation!

Best regards,

Jeetcity Team

Thank you for the provided evidence, Jeetcity Team. I have responded back with suggestions on how to proceed further with this case.

Dear kash2025, I am not sure what do you mean. I have not deleted single post of yours. Only thing I did was mark your screenshots as "sensitive information". Those screenshots often shows your name or other personal details. And with the amount of data gathering bots and scammers that are usually present on casino platforms, this is for your own protection. If you post a screenshot without exposing your personal details, those always stay visible for everyone.

Also casino is not getting any "extensions". This is all the usual procedure. Casino has always 2 weeks to respond to the complaint. So do you yourself - you also have 2 weeks to respond to my inquiries or provide evidence if needed, and after the first week you would get automatic reminder as well. It's just me that have only 7 days to reply to either players or casinos. I think that's quite fair, isn't it?

Since now I am waiting for the casino management to come back with their final decision, I will be again moving the timer towards them, and their 2 weeks to reply. However, I am pretty sure we will hear back from them next week, as this casino so far has been responding to my messages within few days.

If you have any further questions about our mediating processes or anything else related to your complaint, please do not hesitate to ask.

Dear Matej,

Thank you for your cooperation.

Please be informed that we have sent a response to your letter via email, and we are awaiting your feedback.

We appreciate your understanding.

Best regards,

Jeetcity Team

I really hope that jeetcity does the right thing In This matter 🤞🙏

Apologies for late response, but the situation here is not as clear cut as is the usual case. I have requested cashier history from the casino and I believe it will help me find the best outcome, fair to both sides. Once I get the details, I will post an update in this thread.

Dear Matej,

Thank you for your collaboration.

We would like to inform you that our reply to your letter has been sent via email, and we are looking forward to your feedback.

Thank you for your kind understanding.

Best regards,

Jeetcity Team

Dear Jeetcity Team, I have not received the cashier history or any further reply yet.

I have all o the deposit receipts for the last 6 months if you want me to send them?

Dear Matej,

Thank you for your continued cooperation.

Please note that we have already sent our reply to your letter by email, and we look forward to hearing your thoughts on it.

We sincerely appreciate your understanding.

Best regards,

Jeetcity Team

Thank you. I have provided the response and I believe an understanding can be reached, and this complaint resolved shortly. I will post an update once I have all the information needed.

Could Matej, please email me?

thank you!

I have replied to your last message and also e-mailed to the casino. I am hopeful their next reply will allow me to move this case closer towards the resolution.

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.

Dear Matej,

Hope you`re doing well!

We have provided you with all the documents related to this case and are waiting for your feedback.

Thank you for your cooperation.

Best regards,

Jeetcity Team

After negotiation with the JeetCity Casino team, it has been agreed the player will receive a refund of 3,778 CAD, which is the sum of all the deposits made in the time we believe the account should have been already closed due to the distress and issues caused by gambling addiction.

I would like to ask the JeetCity Casino to let us know if there is anything they need from the player to ensure speedy processing of the payment. And to consider this case truly resolved, I would like to once again ask that any and all marketing communication towards this player to be ceased.

Once kash2025 confirms that the money have been received and the marketing messages have stopped, this complaint will be closed.

Dear Matej,

Hope you`re doing well!

We would like to inform you that the refund process has been successfully completed on our side.

The player will receive their funds back very soon.

Thank you for your assistance in resolving this case.

Best Regards,

Jeetcity Team

I would like to thank the JeetCity Casino for a speedy expedition of the refund.

Dear kash2025, please let us know once you receive the money. Thank you.

I have received an e-mail confirmation from kash2025, that the refund has been received. Sine the account has been closed and the marketing communication stopped, this complaint will now be closed.

However, since we do not consider cases where the player is dissatisfied with the result as successfully resolved, this case will now be marked as "rejected" instead. I am sorry we could not be of more help in this case. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Once more, I would strongly recommend to kash2025 installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.