JackPoker Casino - La cuenta del jugador sigue reabriendo a pesar de su autoexclusión.

Hello, despite my gambling addiction, you always reopen my account after 1 to 2 weeks. And you know well that I have a gambling addiction.

Hallo trotz meine spielsucht öffnen sie immer nach 1 bis 2 wochen mein account.Und sie wissen es bescheid das ich eine Spielsucht habe.

Dear pippibundi89,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. 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 a gambling problem). 

Could you kindly forward me the first account closure request you sent to the casino as well as the casino's reply? My email address is veronika.l@casino.guru.

Thank you very much in advance. 

Best regards

Veronika

Dear pippibundi89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.