JetTon Casino - El jugador exige un reembolso tras el bloqueo de su cuenta.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JetTon Casino. We recommend you look for professional help urgently, with the help of friends and family first and foremost, as our service isn't equipped to handle the emergency you are facing promptly.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

I have mentioned gambling addiction, I have mentioned that I will take my life! They have not taken this seriously, which has led to me finding "shortcuts" to gambling. A serious company would not let me gamble. These pictures (chat and email) are only 1% of our communication.

They themselves confirmed that I blocked myself but I was still able to play again...

Jag har nämnt spelmissbruk, jag har nämnt att jag kommer ta mitt liv! Dem har inte tagit detta seriöst, vilket har lett till att jag hittade "genvägar" till att spela. Ett seriöst bolag skulle inte låta mig spel. Dessa bilder (chat och mail) är bara 1% av vår kommunikation.

Dem har själva bekräftat att jag blockerade mig själv men ändå kunde jag spela igen…

I would like to clarify my case regarding Jeton.

I want to be transparent that I do not have a specific conversation where I write exactly "I am addicted to gambling" or formally request self-exclusion due to gambling problems.

However, I believe that Jeton had several clear signals that my gambling had become problematic and that I was in a very bad situation.

I had previously asked to be blocked from playing. Jeton themselves have confirmed this in their communication where they write that my account had previously been blocked at my request.

Despite this, I was later able to regain access to my account and continue playing. During this period, I expressed strong frustration and desperation in my contact with Jeton. Among other things, I wrote that I saw no way out and used very serious formulations about my feelings. These messages were sent to their support and show that the situation was not about ordinary dissatisfaction, but about a person who found himself in a very vulnerable situation.

I believe that a responsible gaming operator should respond to such warning signs and make a careful assessment before allowing a customer to continue playing, especially when the customer has previously requested a block themselves.

I would also like to highlight that Jeton was able to see my previous history and my previous blocking request. Despite this, I was able to continue playing and lose around 1,600 euros.

I understand that I myself am responsible for my actions, but I believe that gambling companies also have a responsibility to act responsibly when they receive clear signs that a customer is at risk of harming themselves financially or psychologically.

I therefore ask Casino Guru to review whether Jeton handled the situation correctly, especially considering:

● that my account had previously been blocked at my request,

● that I expressed serious desperation in contact with their support,

● that despite this I could continue to play and make further losses.

Thank you for reviewing my case.

Jag vill förtydliga mitt ärende gällande Jeton.

Jag vill vara transparent med att jag inte har en specifik konversation där jag skriver exakt "jag är spelberoende" eller formellt begär självavstängning på grund av spelproblem.

Däremot anser jag att Jeton hade flera tydliga signaler på att mitt spelande hade blivit problematiskt och att jag befann mig i en mycket dålig situation.

Jag hade tidigare själv bett om att bli blockerad från spel. Jeton har själva bekräftat detta i sin kommunikation där de skriver att mitt konto tidigare hade blockerats på min begäran.

Trots detta kunde jag senare återfå tillgång till mitt konto och fortsätta spela. Under denna period uttryckte jag stark frustration och desperation i min kontakt med Jeton. Jag skrev bland annat att jag inte såg någon väg ut och använde mycket allvarliga formuleringar om mitt mående. Dessa meddelanden skickades till deras support och visar att situationen inte handlade om vanligt missnöje, utan om en person som befann sig i en mycket utsatt situation.

Jag anser att en ansvarsfull speloperatör bör reagera på sådana varningssignaler och göra en noggrann bedömning innan en kund får fortsätta spela, särskilt när kunden tidigare själv har begärt en blockering.

Jag vill även lyfta att Jeton hade möjlighet att se min tidigare historik och min tidigare begäran om blockering. Trots detta kunde jag fortsätta spela och förlora cirka 1 600 euro.

Jag förstår att jag själv har ett ansvar för mina handlingar, men jag anser att spelbolag också har ett ansvar att agera ansvarsfullt när de får tydliga tecken på att en kund riskerar att skada sig själv ekonomiskt eller psykiskt.

Jag ber därför Casino Guru att granska om Jeton hanterade situationen korrekt, särskilt med tanke på:

● att mitt konto tidigare hade blockerats på min begäran,

● att jag uttryckte allvarlig desperation i kontakten med deras support,

● att jag trots detta kunde fortsätta spela och göra ytterligare förluster.

Tack för att ni granskar mitt ärende.

Here comes the rest!! That's enough, I want to sue the whole company because they're making me want to commit suicide again!! How can they do this??

Här kommer resten!! Det räcker nu, jag vill stämma hela bolaget för att dem får mig att vilja ta självmord igen!! Hur kan dem göra såhär??

and still they sending me this to my email! Same time im fighting with them and my life!!

Dear HeltOkej,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

But have you read everything? I mean everything? What do you think about my case? I can't understand how they have treated me as a gambling addict

Men har du läst allt? Då menar jag allt? Vad tror du om mitt ärende? Jag kan inte förstå hur dem har behandlat mig som spelmissbrukare

Dear HeltOkej,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the JetTon Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a JetTon Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a JetTon Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

I'm here and I've been ready since the start. I've been feeling bad for a while and have been trying to make them understand without success. So I hope you can help me.

Jag är här och jag har varit redo sen start. Jag har mått dåligt en låg tid och försökt få dem att förstå utan framgång. Så jag hoppas du kan hjälpa mig

Why is nothing happening? Why aren't they participating? I have sent all the evidence I can and they owe me AT LEAST 1500 euros!! I also demand the money I lost before of 1600 back. They owe me a refund of 1600+1500 euros! They have treated me like a disgusting addict that they have taken advantage of and this is not okay!

Varför händer inget? Varför deltar dem inte? Jag har skickat all bevis det går och dem är skyldiga mig MNST 1500 euro!! Även pengarna jag förlorade innan på 1600 yrkar jag att ha tillbaka. Dem är skyldiga mig en återbetalning på 1600+1500 euro! Dem har behandlat mig som en äcklig missbrukare som dem har utnyttjat och detta är inte okej!

What's going on?? Why is no one answering?? This casino has KILLED me!!

Vad händer?? Varför svarar ingen?? Denna casino har DÖDAT mig!!

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 don't they write????

Varför skriver dem inte????

Dear HeltOkej,

I have repeatedly tried to contact the JetTon Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor