Hidden Jack Casino - Das Spielerkonto bleibt trotz Selbstausschlussantrags geöffnet.

Hiddenjack is not closing my account. Even when I am telling them I suffer gambling addiction they are not doing anything.

lost so much in here without ever making a witrawal and still they keep my account open.

i realy need help. Lets them close my account and refund my losses

also it was closed 2 years ago for the same reason but now they have reopend it.

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Dear Amnesys,

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

Self Exclusion by request:

You may also contact our support team at support@hiddenjack.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@hiddenjack.com in order to initiate withdrawal of remaining balance.

I checked the Responsible Gambling Policy and found that self-exclusion requests should be submitted to support@hiddenjack.com.

Could you please confirm whether you sent your self-exclusion request to this email address? If so, please forward the email to karla.m@casino.guru or attach screenshots directly to this complaint thread.

You also mentioned that you requested self-exclusion approximately two years ago. If possible, please send me a copy of that request as well.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Amnesys,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru