I have asked this casino to close my account multiple times, each time they make excuses or send me bonuses that keep me playing.

I have told them I have lost more than I am comfortable losing and I want the account blocked.

They keep telling me only my manager can close it and she won’t be back in for five days.

i have lost more than I can afford and I want the account closed and permanently banned and they will not do it because they are hoping I will keep losing money.

Please help me have this account locked. Thank you.

Dear Sprezzy,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

my email asked for it to be closed and blocked permanently. I sent you the email I sent, it was ignored. I was sent an email telling me I had to wait. Then I reached out on chat and they said it could only be closed by my manager on Monday. I have emailed screenshots of that.

I asked previously to have the account blocked and they gave me bonuses and I stayed and lost $20,000 more. They are intentionally delaying closure in the hopes of dragging me back in.

thank you for your help.

Sarah

Thank you for your emails.

Please note that we are only able to assist with account closure requests in cases where the player explicitly requests self-exclusion due to gambling addiction, and the casino fails to comply.

If you would like us to help you request self-exclusion on these grounds, please fill out the following template:

Email subject: Self-exclusion due to gambling addiction

Player’s information:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

Email body:

Greetings JeetCity Casino,

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (or lifetime).

The reason for this decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the self-exclusion cannot be lifted before the end of the agreed duration.

Please send this email to JeetCity Casino and keep me informed about any further developments.

Thank you in advance.

Dear Sprezzy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Sprezzy. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Sprezzy,

Am I correct in understanding that you sent the email with the template I provided only yesterday, on 1 July?

Have you received any updates from the casino regarding your account closure since then?

They replied saying they would forward it to my manager. No one is replying or closing the account.