Due to gambling issues, I requested an indefinite self-exclusion on June 4 which was ignored, having since lost a figure that I am not even able to quantify, having been offered bonuses ever since and delaying the meager withdrawals for more than 48 hours, taking me to lose them again.

I'd beg my money back from then on and close my account.

Debido a problemas en el juego, solicité una autoexclusión indefinida el 4 de junio que fue ignorada, habiendo perdido desde entonces una cifra que ni soy capaz de cuantificar, habiéndome ofrecido bonos desde entonces y retrasando los escasos retiros de dinero más de 48 horas, llevándome a perderlos de nuevo.

Rogaría que me devolviesen mi dinero desde entonces y cerrasen mi cuenta.

Dear Pablo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked terms and conditions, and this is what I found https://eu.jackmillion.com/terms-conditions/:

? Account Closure and General Contact

Should you wish to close your account, please email us at [email protected] and a Customer Support agent will ensure that your request is dealt with.

When requesting your account to be closed, you should receive email confirmation no more than 48 hours from the time you sent us your request. If you haven't received written confirmation within this time limit, please contact our Support team via chat or phone to ensure your account is successfully closed."

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for a self-exclusion? My email address is [email protected]. Did you specify in those requests for how long you wish your account to be closed and why?

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

Best regards,

Petronela

Good afternoon Petronela,

In all cases I have requested that I be excluded indefinitely. The answer has always been to ignore me and send me more bonuses to play again. Unfortunately, I cannot control myself, which is obvious from the money I have lost (all the money from my job, now I have nothing and I am in debt with serious problems ...), which has happened for the last time today: I requested to exclude myself two days ago and with the bonuses they sent me they encouraged me to play ... I managed to win 3000 euros but due to my problem I am not able to wait the 48 hours required to withdraw the money. Imagine: you spend a fortune that they charge you at the moment and then if you win they have 48 hours waiting for you, clearly for you to play it again, which shows manifest bad faith.

What's more: I had two pending withdrawals today, one for 2,000 euros and another for 1,000 euros. I cancel only the 1000 to play (I insist: I am not able to control myself, unfortunately), and the system cancels both withdrawals so that you end up playing everything.

Right now, half an hour later, I have nothing.

This was the email I sent the day before yesterday:

The answer was to send me 3 promotions on the same day:

In addition to two other SMS to the mobile, "giving me" € 50 that same day in the afternoon.

I attach two other messages that I sent requesting self-exclusion earlier:

Buenas tardes Petronela,

En todos los casos he solicitado que se me autoexcluya de manera indefinida. La respuesta siempre ha sido ignorarme y enviarme más bonos para que vuelva a jugar. Por desgracia, no puedo controlarme, lo cual es obvio a raíz del dinero que he perdido (todo el dinero de mi trabajo, ahora no tengo nada y estoy endeudado con graves problemas...), lo cual ha ocurrido por última vez hoy: solicité autoexcluirme hace dos días y con los bonos que me enviaron me incitaron a jugar... Logré ganar 3000 euros pero debido a mi problema no soy capaz de esperar las 48 horas que exigen para retirar el dinero. Imagínate: gastas un dineral que te cobran en el momento y luego si ganas te tienen 48 horas esperando, claramente para que te lo vuelvas a jugar, lo cual demuestra una mala fe manifiesta.

Es más: tenía dos retiros pendientes hoy, uno de 2000 euros y otro de 1000 euros. Cancelo sólo el de 1000 para jugar (insisto: no soy capaz de controlarme, por desgracia), y el sistema te cancela los dos retiros para que acabes jugándotelo todo.

Ahora mismo, media hora después, no tengo nada.

Este fue el correo que envié antes de ayer:

La respuesta fue enviarme 3 promociones en el mismo día:

Además de otros dos SMS al móvil, "regalándome" 50 € ese mismo día por la tarde.

Adjunto otros dos mensajes que envié solicitando la autoexclusión anteriormente:

I continue with the previous message:

The answer to my previous email was to encourage me to play more:

Another example was the following:

I would like to add other circumstances to consider:

• If I have not insisted more on excluding myself, it is because gambling makes you hope to regain what you lost over and over again. Deciding to write the email that ends the relationship with the casino is tremendously distressing because it means accepting all losses. It is more cruel and inhumane to continue encouraging you to play knowing that you are asking for "SELF-EXCLUSION" which means "avoid me playing because I, by myself, am not able to control myself". I think it is not necessary to specify "gambling" in the mail, the reason is clear when requesting "SELF-EXCLUSION".
• In addition to ignoring me in my requests, they have done a number of other things to me:
• Not validating my account by asking me for a copy of the card even after sending it several times: I have these emails, in which I have requested that the account be validated, because otherwise you cannot request the withdrawal of the prizes. Obviously, it is not just that they usually force you to wait 48 hours (it is IMMORAL), but if they put this trip on you, it is delayed further increasing the chances that you end up playing everything, which is another thing that has happened to me .
• Deliberately deceiving with language or not advising of certain conditions (I have everything in the mail, too):
• "Everything you play today is insured with a refund of XX% ..." or "you will have a cashback": insurance or refund is understood. Then, when you request it, they tell you that if they don't specify "real money" in the email, it's a bonus (again, bad faith ...).
• In the event that they do say about real money, they do not specify that you must play an amount of what you receive for the system to recognize it in order to withdraw it. They tell me this after losing it again.

Finally, add one last circumstance:

I have fallen into gambling due to the confinement that has happened in Spain for 3 months. The Government EXPRESSLY PROHIBITED gambling houses from sending you advertising or giving you gifts to encourage gambling. It is obvious that, in my case, I have been bombarded day in and day out.

In addition, it should not be possible to deposit to play more than € 600 a day by law in Spain (and, therefore, according to the European legislation to which this casino is accepted, as it must respect national law). The fact is that there have been days that I have deposited - and lost - between € 4,000 and € 6,000.

CONCLUSION:

Before having to go to court, I would like to solve this, through your mediation, in a friendly way. I no longer ask for my winnings to be refunded, but for everything I have deposited to be returned to me by taking away the few prizes I have won and I was able to resist the temptation to play again and finally close my account and establish a definitive self-exclusion as I have requested.

Thank you very much,

Paul.

Continúo con el mensaje anterior:

La respuesta a mi anterior correo fue incentivarme a jugar más:

Otro ejemplo fue el siguiente:

Me gustaría a?adir otras circunstancias a tener en cuenta:

• Si no he insistido más en que me autoexcluyan es porque la ludopatía te hace tener esperanza de recuperar lo perdido una y otra vez. Es tremendamente angustioso el decidir escribir el correo que ponga fin a la relación con el casino debido a que supone aceptar todas las pérdidas. Más cruel e inhumano es seguir incentivándote a jugar sabiendo que estás pidiendo "AUTOEXCLUSION" que significa "evítenme jugar porque yo, por mi mismo, no soy capaz de controlarme". Creo que no hace falta especificar "ludopatía" en el correo, el motivo es claro al pedir "AUTOEXCLUSIóN".
• Además de ignorarme en mis solicitudes, me han hecho otra serie de cosas:
• No validarme la cuenta por pedirme copia de la tarjeta aun habiéndola enviado varias veces: dispongo de dichos correos, en los que he solicitado que me validen la cuenta, porque sino no puedes solicitar el retiro de los premios. Obviamente ya no es solo que te obliguen a esperar de ordinario 48 horas (es INMORAL), sino que si encima te ponen esta zancadilla, se retrasa más aumentando las probabilidades de que acabes jugándotelo todo, que es otra de las cosas que me ha ocurrido.
• Enga?ar deliberadamente con el lenguaje o no avisar de determinadas condiciones (todo lo tengo en correos, también):
• "Todo lo que juegues hoy está asegurado con un reembolso de XX%..." o bien "tendras un cashback": se entiende seguro o devolución. Luego, al solicitarlo, te dicen que si no especifican "dinero real" en el correo, es que es un bono (de nuevo, mala fe...).
• En el caso de que sí digan lo de dinero real, no te especifican que debes jugar una cantidad de lo que recibes para que el sistema lo reconozca para poder retirarlo. Esto me lo comentan después de perderlo de nuevo.

Por último, a?adir una última circunstancia:

He caído en la ludopatía debido al confinamiento que ha sucedido en Espa?a durante 3 meses. El Gobierno PROHIBIó EXPRESAMENTE que las casas de juego te envíen publicidad o te hagan regalos para incentivar al juego. Es obvio que, en mi caso, me han bombardeado día sí y día también.

Además, no se debería poder depositar para jugar más de 600 € al día por ley en Espa?a (y, por tanto, según la legislación europea a la que se acoge este casino, pues debe respetar la ley nacional). El caso es que ha habido días que he depositado -y perdido- entre 4.000 y 6.000 €.

CONCLUSIóN:

Antes de tener que recurrir a la Justicia, me gustaría solucionar esto, a través de vuestra mediación, de forma amistosa. Ya no pido que me reintegren mis ganancias, sino que me devuelvan todo lo que he depositado detrayendo los pocos premios que he obtenido y pude resistir la tentación de volver a jugar y, finalmente, cerrar mi cuenta y establecer una autoexclusión definitiva como he pedido.

Muchas gracias,

Pablo.

Thank you very much, Pablo, for your replies and for forwarding all the relevant communication. Please understand, that restrictions enforced by the Government in Spain apply only to casinos with the Spanish license. Unfortunately, JackMillion Casino is licensed by Cura?ao.

Could you please forward emails that you have sent to casino requesting the self-exclusion? From the screenshots I can’t confirm that they’ve been sent to the correct email address and specify the date. I would like to have an unshakable evidence that you have done everything correctly, before contacting the casino. Thank you very much in advance.

Dear Pablo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Pablo, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pablo.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the JackMillion 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Pablo.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the ADR and licensing authority of the casino . I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

www.kpvfaw.com

[email protected]

Hello there.

The player has reached us and informed us that the case was resolved.

For my part, I confirm that I have reached an amicable agreement with the JackMillion casino, as you can check in the email that I send you and I put a copy to the Manager who sent it to me.

I would ask you to close my complaint and publish that we have solved this, thanking me for the attention I have received from the Casino.

Thank you very much,

Paul

Dear Paul.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

www.kpvfaw.com

We’ve reopened this complaint as per the player’s request. We were informed by the player that the agreement was not held.

Dear pablodry20.

Could you provide us with more information, please?

Hello. I have spoken with the casino and we have reached a solution. For my part, we can close the complaint.

Thank you very much.

Buenos días. He hablado con el casino y hemos llegado a una solución. Por mi parte, podemos cerrar la queja.

Muchas gracias.

Dear pablodry20.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef