Jackpotter Casino - La cuenta del jugador ha sido reabierta y él solicita un reembolso.

Hello,

I am a gambling addict. I have self-excluded from every single casino I have ever had an account with and I'm signed up to the local registry for gambling addicts.

On Thursday July 23rd, I got the itch to play again. I looked up Jackpotter, a casino where I had an account in the past but had it self-excluded due to gambling addiction permanently since Wednesday December 17th, 2025. I haven't gambled since 2025.

I contacted Jackpotter customer support on the 23rd of July and asked to have my account reopened. The customer support agent said they'd do it as a "one time exception" but something tells me they do it more than just this one time..

I deposited all the money I had left for the month, about 0.0169572 BTC which is almost €1000. I quickly lost it. I couldn't chase my losses, I couldn't do anything. I was and am broke. I rralized what I had done and after a while to come to my senses, I sent them an email saying I had a complaint and wanted two things: to be PERMANENTLY permanently self-excluded due to gambling addiction as I'm a problem gambler and cannot gamble again under any circumstance.

My second request was for a refund, as I believed Jackpotter failed me with their responsible gambling mishap. My account should never have been reopened, as I very clearly emailed them on December 17th 2025 that I needed my account self-excluded permanently due to gambling addiction. I've been in touch with Jackpotter through live chat and I was told over the weekend I'd receive a response on Monday, but no response came. Then they said the case was still being reviewed.

I hope Casino Guru can help me with this case.

Best regards,

Tommerman

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you receive any replies from the casino to your self-exclusion request from December 17, confirming that your account was permanently closed? If so, kindly forward me the response you received at veronika.f@casino.guru.
• Am I correct in understanding that you did not access your account at Jackpotter Casino at all between December 17 and July 23?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

No, I did not receive a response from the casino that they permanently closed my account, they just closed it without sending me confirmation.

I did not have access to my account between December 17th and July 23rd, no. In order to regain access I had to contact customer support, who opened it, as you can read in the chat logs.

Best regards.

Hello,

The casino has reached out to me and refunded me in full, along with apologies. This case is closed, I'll mark the issue resolved. They handled this well.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tommerman,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika