JeetCity Casino - Player’s account requests are being ignored.

Das Konto ignoriert meine Anfragen zur Kontosperre

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Dear Reynis,

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 problems).

Could you please specify the reason for closing your account? 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,

Katarina

Dear Reynis,

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.

Dear Katarina,

We sincerely apologize for the delay in our response.

We would like to inform you that the player’s requests to block the account were responded to in a timely manner; however, he never provided a reason and subsequently stopped responding to us.

We hope for your understanding.

Best Regards,

Jeetcity Team

Das Casino fragte nie nach einem Grund, sondern versuchte die Anfrage zu verschleppen und mich mit Bonusangeboten zum Weiterspielen zu bewegen. Entsprechende Mails habe ich an [email protected] gesendet.

Mit freundlichen Grüßen

Hello Reynis,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear JeetCity Casino,

thank you for the update and information provided.

Dear Reynis,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance or unnecessary delays. Since your account has been successfully closed, it appears there is little further action required, particularly as no issues related to gambling addiction have been raised. Therefore, I am concerned that a refund may not be possible in this case.

While casinos, like any business, may use persuasive tactics to retain customers, I encourage you to remain firm in your decision. It seems you have the self-discipline to manage this process independently.

Given these circumstances, I must proceed to close this complaint. I regret that I could not provide more direct assistance, but I appreciate your understanding.

We understand that this outcome may be disappointing, and we regret that we are unable to offer further assistance in this matter. If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at [email protected]. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

All the best,

Katarina