JeetCity Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

The casino has been ignoring my request for months. I've sent at least 15 emails asking them to suspend my account due to gambling addiction. They ignore it and use it for financial gain. I've already lost thousands of euros, and they still don't help me. The support and the entire organizational structure of the casino are complete nonsense.

Das Casino ignoriert seit Monaten mein Anliegen habe ich schon mindestens 15 Mails geschickt dass Sie bitte mein Konto stilllegen zwecks Spielsucht ignorieren es und nutzen es für finanziellen Zwecke habe der tausende Euros mittlerweile verspielt und sie helfen mir auch immer nicht weiter das Support so wie das Ganze organisatorische bei dem Casino ist vollkommener Schwachsinn

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Dear Rolexesh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JeetCity Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise 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,

Katarina

Good evening, I tried to self-exclude for months, but it was ignored. I documented all emails and screenshots; I can provide everything to prove that my self-exclusion was ignored, even after I explained everything honestly and transparently. However, every single time, I was offered a bonus to continue playing. The ridiculous thing is that the casino only contacted me after I filed this complaint yesterday. This means they are exploiting players with addiction problems and not listening to their concerns.

Guten Abend, ich habe Monate lang versucht mich selbst zu sperren und es wurde ignoriert ich hab alle E-Mails und alle Screenshots dokumentiert ich kann alles vorlegen und vorweisen dass meine Selbst Sperre ignoriert wurde auch nachdem ich alles so ehrlich und transparent gesagt habe wie es ist jedoch wurde mir jede einzelne Mal ein Bonus angeboten um weiterzuspielen das lächerlich an der ganzen Sache ist das erst nachdem ich gestern die Beschwerde hier eingereicht habe mich das Casino erst kontaktiert gehabt hat d.h. sie nutzen Spieler mit Suchtproblemen aus und höre nicht auf Ihr Anliegen

The casino has now permanently blocked my account. I probably won't get my money back in this case.

Das Casino hat mein Konto nun endgültig mein Konto gesperrt. -Geld werde ich in dem Fall wahrscheinlich nicht zurück bekommen

Dear Rolexesh,

Thank you for reaching out and for sharing your experience. We are very sorry for the frustration caused by the delay in closing your account and completely understand how upsetting this must have been.

We would like to confirm that your account has now been permanently closed as per your request. We sincerely apologize for the time it took to complete this process and appreciate your patience throughout.

Your feedback is very important and will be used internally to ensure that future account closure requests are handled more efficiently and respectfully.

Best regards,

Jeetcity Team

Dear JeetCity Casino,

thank you for your response and update.

Dear Rolexesh,

thank you for your reply and emails.

• Could you please confirm that your account is successfully closed?
• Have you shared all of yours self exclusion requests with me, please? If there were more, kindly forward them to my email.
• Could you please advise when was the last time the casino allowed you to deposit?

Looking forward to your reply,

Katarina

Dear Rolexesh,

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.

Yes, my account was successfully closed, but only after I filed this complaint. So apparently my money is still with you. I spent months arguing with support to finally close my account. You kept letting me deposit money and didn't close it until I filed this complaint. I want my money back.

Ja mein Konto wurde erfolgreich geschlossen aber erst ab dem Zeitpunkt wo ich hier die Beschwerde eingereicht habe somit bleibt anscheinend auch mein Geld bei Ihnen habe Monate lang diskutiert mit dem Support dass sie mein Konto endlich schließen Sie haben mich weiter einzahlen lassen und haben mein Konto nicht geschlossen erst ab dem Zeitpunkt wo ich hier die Beschwerde eingereicht habe ich will mein Geld zurück

Dear Rolexesh,

thank you for your reply.

• Could you please clarify whether you have shared all of your self exclusion requests with me? If not, kindly forward them to my email.
• Additionally, when was the last time casino has allowed you to make a deposit, please?
• Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Reply sent

Antwort gesendet

Hello Rolexesh,

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 Rolexesh,

thank you for your reply and your email.

I have carefully reviewed your entire case and, after thorough consideration, must conclude that the lack of evidence on your side presents a significant obstacle to our ability to mediate this complaint with the casino. Please understand that, in order to successfully confront the casino, verifiable evidence supporting your claims is essential. Without such documentation, we would not be able to sustain a credible argument, and any mediation efforts would be unlikely to lead to a meaningful outcome.

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 complaints@cga.cw. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I regret that, under these circumstances, I am unable to provide further assistance, and I am sorry that we could not be of more help in this matter.

All the best,

Katarina