FortuneJack Casino - 플레이어의 계정은 해결책 없이 폐쇄되었습니다.

I am filing this complaint against FortuneJack due to their severe failure to implement my clear and repeated requests for account closure or protective restrictions, which directly led to significant financial losses on their platform.

Timeline of Events:

May 20, 2025: I sent an initial email from my registered address explicitly stating: "I request the immediate closure of my account. I also demand the early credit of my cashback bonus..." This was a clear and unequivocal request for account termination.

FortuneJack's Reply to May 20: FortuneJack responded asking for confirmation of the closure request ("Accordingly we kindly ask you to confirm the account closure request in order to take further actions.") This introduced an unnecessary delay to a direct request for closure.

May 22, 2025 (Morning): I sent a follow-up email to confirm my intention to close the account, reiterating: "My intention is to receive all pending bonuses (specifically the monthly cashback) now, so I can proceed with the immediate closure of my account... I will not be making any further deposits."

May 22, 2025 (Later): Recognizing my vulnerability and struggle with gambling addiction, I proactively sought an immediate protective measure. I explicitly asked FortuneJack: "So can you prevent me from depositing or playing in your site until I receive the cashback bonus?"

FortuneJack's Reply to May 22: FortuneJack responded: "Unfortunately, we can not do that. We do not have such restriction like that."

Violation of Responsible Gaming Policies:

FortuneJack's response on May 22nd is unacceptable and, I contend, a direct contradiction of their own "Self-Exclusion Terms." While they claimed not to have that specific conditional restriction, their stated terms clearly allow users to "restrict their ability to place bets or game on our platform for a period of 1 week, 1 month or 6 months" or "close Your Account permanently." My clear communication on May 20th was for immediate closure, and my follow-up on May 22nd was a desperate plea for any protective measure to prevent further play and deposits. Their outright denial of any restriction, despite viable options existing within their own policy, constitutes a serious breach of their duty of care.

Direct Resulting Losses:

Due to FortuneJack's negligence in honoring my explicit requests for account closure or implementing protective restrictions, and owing to my struggle with gambling addiction, I proceeded to deposit and lose over $6,000 USD on their platform after May 22, 2025. These losses are a direct consequence of their failure to act responsibly and in accordance with my clear instructions and their own stated policies.

FortuneJack's Latest Response:

I have since contacted FortuneJack directly requesting a refund, but their latest response states: "We would like to inform you that due to company's decision, refund of all deposits is not possible currently. Kindly be assured that the decision is final and not eligible for any further discussion." This dismissal of my valid complaint is unacceptable.

Conclusion:

I demand a full refund of all deposits made to my account from May 21, 2025, onwards. These funds were deposited and lost during a period when my account should have been either permanently closed or subject to a self-imposed restriction, based on my explicit and timely requests. I believe FortuneJack failed significantly in its duty of care and responsible gaming obligations.

8. Supporting Documents:

I have comprehensive evidence to support my claim, including:

All email correspondence with FortuneJack from May 20, 2025, onwards.

Screenshots of my deposit/loss history on FortuneJack's platform, highlighting the transactions after May 22, 2025.

A copy of FortuneJack's "Self-Exclusion Terms" as available on their website at the time.

I am prepared to provide these documents upon request.

Thank you for your assistance in resolving this matter.

Sincerely,

Jorge

Dear ghostingura,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Following a review of your email correspondence with Fortune Jack casino, it is evident that a request for self-exclusion was not explicitly made at that time. While you expressed valid concerns regarding your experience as a potential high roller, the absence of a stated gambling problem meant the casino may not have fully recognized the urgency of your situation.

To clarify, are you currently experiencing difficulties with gambling and require immediate self-exclusion? Or does your complaint primarily concern dissatisfaction with the user experience at Fortune Jack casino? Please specify the reason for closing your account.

Thank you very much in advance.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Katarina,

Thank you for your response and for clarifying the distinction between account closure and self-exclusion. I understand the nuances you've outlined.

To directly answer your question: Yes, I am currently experiencing difficulties with gambling and required immediate protective measures, which FortuneJack failed to provide. My complaint is absolutely not about mere dissatisfaction with the user experience. It is a serious complaint concerning FortuneJack's direct failure to uphold their responsible gaming obligations and act on clear signals of my struggle.

While I may not have used the precise term "self-exclusion" in my initial emails, my communication on May 22, 2025 (later) was an unequivocal plea for a protective measure due to my gambling issues. As stated in my complaint, I explicitly told FortuneJack: "Recognizing my vulnerability and struggle with gambling addiction, I proactively sought an immediate protective measure. I explicitly asked FortuneJack: 'So can you prevent me from depositing or playing in your site until I receive the cashback bonus?'"

My mention of "vulnerability and struggle with gambling addiction" combined with a direct request to "prevent me from depositing or playing" should have immediately triggered FortuneJack's responsible gaming protocols and prompted them to offer the self-exclusion options clearly outlined in their own "Self-Exclusion Terms." Their reply, "Unfortunately, we can not do that. We do not have such restriction like that," was a direct contradiction of their own stated policies, which do allow users to "restrict their ability to place bets or game on our platform for a period of 1 week, 1 month or 6 months" or "close Your Account permanently."

Furthermore, my initial request on May 20, 2025, for "immediate closure of my account" should have been treated with the utmost seriousness, especially when followed by my subsequent communications revealing my vulnerability.

The significant financial losses incurred after May 22, 2025, are a direct consequence of FortuneJack's failure to acknowledge my explicit request for protection and to implement the available responsible gaming tools. I clearly communicated my need for intervention.

Therefore, my complaint primarily concerns FortuneJack's severe breach of their duty of care and responsible gaming policies, leading directly to my substantial losses. I reiterate my demand for a full refund of all deposits made from May 21, 2025, onwards.

I have all supporting email correspondence and screenshots of my transaction history to demonstrate these points, and I am ready to provide them.

Thank you again for your assistance.

Sincerely, Jorge

Dear ghostingura,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hi Katarina,

I've just sent all the communications (emails) to [email protected]. There are four attachments in total.

Let me know if you need anything else.

Thanks!

Dear ghostingura,

thank you for your reply and for your email.

Having reviewed your correspondence with the casino, I note that your initial message appeared to request only account closure. Furthermore, your communication from June 3rd seems to be the first instance where a gambling problem is mentioned. Have you responded to the casino representative's last email to confirm your self-exclusion request based on gambling problem?

It is important to acknowledge that online casinos are businesses focused on customer retention through marketing and other strategies. While this may not align with responsible gambling support, the casino's ability to recognize potential psychological harm is limited unless you explicitly communicate your gambling struggles. Therefore, the casino may not bear full responsibility for your financial losses if you do not clearly express your concerns.

ghostingura, could you confirm whether your player's account been successfully closed?

Have you made any deposits after June 3rd, please?

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you again for your continued assistance and for reviewing my case.

To clarify my account status and address your questions:

My account is now closed, but this closure occurred after the significant losses I am claiming, and not at the time of my initial, clear requests for account termination or protective restrictions. The core of my complaint is that FortuneJack failed to close my account or implement any restrictions when I first requested them on May 20th, and again on May 22nd.

Regarding your specific points:

1. Initial Account Closure Request (May 20th & May 22nd Morning): My initial email on May 20, 2025, explicitly stated: "I request the immediate closure of my account." This was an unequivocal request for termination. FortuneJack's response, asking for confirmation, introduced an unnecessary and harmful delay to what should have been an immediate action based on their own self-exclusion policies allowing for permanent closure. My follow-up on May 22, 2025 (morning), further reiterated my intention to "proceed with the immediate closure of my account."
2. Explicit Mention of Gambling Problem / Request for Protection (May 22nd Later): You mentioned the importance of explicitly communicating gambling struggles. While I may not have used the precise term "gambling addiction" in every communication, my actions and specific requests demonstrated a clear need for intervention and protection. Crucially, on May 22, 2025 (later in the day), recognizing my vulnerability and struggle, I explicitly asked FortuneJack: "So can you prevent me from depositing or playing in your site until I receive the cashback bonus?" FortuneJack's response to this direct plea for a protective measure was: "Unfortunately, we can not do that. We do not have such restriction like that." This denial is a direct and serious contradiction of their own published "Self-Exclusion Terms." Their terms clearly state that users can "restrict their ability to place bets or game on our platform for a period of 1 week, 1 month or 6 months" or "close Your Account permanently." I was not asking for a conditional restriction that was outside of their policy; I was asking for any available measure to prevent me from depositing or playing while awaiting my bonus. Their outright refusal to implement any form of restriction, despite their policy clearly offering multiple self-exclusion options, constitutes a fundamental failure in their duty of care and a breach of their responsible gaming obligations. They knew my condition, based on my clear request for a preventative measure, and they took no action. Regarding chat communications: I recall expressing significant stress and clear signals of unhappiness with my losses, and believe I discussed my struggles on chat prior to May 20th. Unfortunately, I no longer have access to those chat logs to confirm the exact phrasing or dates. However, the indisputable evidence lies in the email correspondence: my direct requests to be prevented from playing/depositing and FortuneJack's categorical denial, despite their own terms.
3. Deposits After May 20th: Yes, all deposits and subsequent losses I am claiming occurred after my initial request for account closure on May 20, 2025, and critically, after their explicit denial of my request to be restricted from depositing/playing on May 22, 2025. These losses are a direct consequence of FortuneJack's negligence in honoring my explicit requests for account closure or implementing any available protective restrictions.

I am seeking a full refund of all deposits made to my account from May 21, 2025, onwards, as these funds were deposited and lost during a period when my account should have been either permanently closed or subject to a self-imposed restriction, based on my explicit and timely requests documented in our email correspondence.

I have all comprehensive email correspondence with FortuneJack from May 20, 2025, onwards, as well as screenshots of my deposit/loss history, and a copy of FortuneJack's "Self-Exclusion Terms" to substantiate my claims. I am prepared to provide these documents upon request.

Thank you for your continued support in this matter.

Dear ghostingura,

thank you for your reply.

I understand your frustration and disappointment. It is understandable that you feel unheard and ignored, particularly when seeking assistance during a vulnerable time. I sincerely apologize for the experience you had. However, I am pleased to hear that your account has now been successfully closed.

However, I must clarify that I am unable to assist in recovering funds from the date of your initial account closure request. As the initial request did not explicitly mention a gambling problem, it may be difficult to substantiate further claims with the casino.

While I sympathize with your situation and acknowledge the disheartening nature of your treatment, I am concerned that our options are limited at this point. I concur with your assessment regarding the irresponsibility and lack of awareness displayed when you requested deposit limits on the site. The error appears to have originated with the casino support team.

However, there is a possibility to recover your funds you have deposited after June 3rd.

• We would like to confirm if the cashback bonus you were expecting has been successfully applied to your account balance?
• Do you currently have any funds left in your player's account, please?
• Would you be able to provide your deposit history dating from the June 3rd until the day of your account's closure, please? Kindly forward it to my email [email protected].

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for your continued assistance and for reviewing my case.

Regarding your latest questions:

Yes, the cashback bonus I was expecting has been successfully applied to my account balance. No, I do not currently have any funds left in my player's account.

I forwarded my deposit history dating from my account closure request until the day of my account's closure to your email at [email protected] shortly, as requested.

I understand your clarification regarding the recovery of funds from the date of my initial account closure request. However, I must strongly reiterate that my communication on May 22, 2025, clearly indicated my "vulnerability and struggle with gambling addiction" and included an explicit plea: "So can you prevent me from depositing or playing in your site until I receive the cashback bonus?". Fortunejack's direct denial of this request, stating "Unfortunately, we can not do that. We do not have such restriction like that," was a direct contradiction of their own published "Self-Exclusion Terms," which clearly allow users to "restrict their ability to place bets or game on our platform for a period of 1 week, 1 month or 6 months" or "close Your Account permanently".

My subsequent deposits and significant losses, exceeding $6,000 USD , occurred after May 20, 2025 , and are a direct consequence of Fortunejack's failure to implement any protective measures despite my clear communication of a gambling problem and explicit request for intervention. I was not asking for a conditional restriction outside their policy, but for any available measure to prevent me from depositing or playing. Their denial, despite viable options existing within their own policy, constitutes a serious breach of their duty of care and responsible gaming obligations.

While I appreciate your sympathy and acknowledgment that the error appears to have originated with the casino support team , I firmly believe that the casino bears responsibility for all losses incurred after my explicit and timely requests on May 20th and especially May 22nd, when I clearly communicated my need for protection. My initial email on May 20, 2025, was an unequivocal request for account termination , and Fortunejack's response asking for confirmation introduced an unnecessary and harmful delay to what should have been immediate action.

Furthermore, I have requested my full transaction history and chat history some weeks ago directly from Fortunejack, and these requests have been ignored.

Thank you again for your continued support in this matter.

Dear Katarina,

Following up on my previous message, I want to further reinforce a critical point regarding Fortunejack's failure to act on my requests.

I am 99% certain that I mentioned my health condition, specifically my struggles with gambling, in chat support conversations prior to my emails on May 20th and 22nd. Unfortunately, as I previously stated, Fortunejack has ignored my requests for chat logs, so I cannot provide concrete evidence of this at this time. However, even without the exact phrasing from chat, my email on May 22, 2025, where I explicitly stated "Recognizing my vulnerability and struggle with gambling addiction, I proactively sought an immediate protective measure. I explicitly asked Fortunejack: 'So can you prevent me from depositing or playing in your site until I receive the cashback bonus?'" should have been more than sufficient to trigger their responsible gaming protocols.

It is important to note that Fortunejack's terms and conditions do not state that a specific "pass code" like "I suffer from gambling addiction" is required to initiate self-exclusion or protective measures. They did not ask me for any specific reason or further clarification regarding my request for restriction. Instead, they outright rejected my clear and desperate plea, stating: "Unfortunately, we can not do that. We do not have such restriction like that." This denial is a direct contradiction of their own "Self-Exclusion Terms," which clearly allow users to "restrict their ability to place bets or game on our platform for a period of 1 week, 1 month or 6 months" or "close Your Account permanently."

My request was simple: to prevent me from depositing or playing on their site until I received my cashback bonus, so I could then proceed with withdrawing my funds and closing my account. This was a clear cry for help and a request for a protective measure that was well within their stated policy. Their denial directly led to significant financial losses on their platform after May 22, 2025.

I believe this further highlights Fortunejack's severe breach of their duty of care and responsible gaming

obligations, which directly resulted in my substantial losses.

Thank you again for your continued efforts to resolve this matter.

Hello, is there any update on my case? can you contact Fortunejack in my behalf?

Thank you very much, ghostingura, for your cooperation. I will now transfer your complaint to my colleague Jakub ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello again ghostingura,

Following a thorough review of your correspondence with the casino, I’d like to clarify our position, as my colleague Katarina has already outlined.

Your emails dated May 20 and May 22 do not contain any indication or explicit mention of a gambling problem or an intention to self-exclude on the basis of such concerns. Instead, your communication focused on dissatisfaction with the platform, particularly around uncredited bonuses and a perceived lack of value compared to other operators. You requested that your monthly cashback be credited ahead of schedule so that you could then close your account.

In these messages, you emphasized your intent to receive all pending bonuses prior to account closure and expressed frustration over bonus-related issues - not over a gambling addiction. At one point, you inquired whether the casino could prevent you from depositing or playing until the cashback was credited, but this was framed more as a condition tied to bonus receipt, rather than a request for self-exclusion due to problem gambling.

The casino responded by clarifying their cashback policy - that cashback is credited at the beginning of each month - and also informed you that they do not offer the option to restrict deposits pending cashback credit. While this may seem unaccommodating, it's important to note that deposit restrictions and similar responsible gambling tools are implemented at the discretion of each operator, and their use is not mandated across all platforms.

Additionally, please understand that under our policy, once a gambling problem is formally disclosed, the operator must ensure that the individual can no longer incur losses - but likewise, no further winnings can be claimed either. Statements such as "I’ll claim the bonus first and then I’ll self-exclude" undermine the integrity of responsible gambling frameworks and are treated as a misuse of the self-exclusion system. This approach not only weakens the credibility of genuine disclosures but is considered a violation of our guidelines.

Could you please confirm the exact date on which your account was closed?

Thank you.

Best regards,

Kubo

Dear Kubo,

My account was successfully closed on June 6, 2025.

I must strongly dispute your assertion that my communications prior to June 3rd lacked explicit mention of a gambling problem.

My emails clearly show my intent:

• On May 20, 2025, I requested "immediate closure" of my account.
• On May 22, 2025 (later), "recognizing my vulnerability and struggle with gambling addiction," I explicitly asked Fortunejack: "So can you prevent me from depositing or playing in your site until I receive the cashback bonus?". Their denial – "Unfortunately, we can not do that. We do not have such restriction like that" – directly contradicted their own "Self-Exclusion Terms" which allow for account restrictions or permanent closure.

Regarding the bonus, the cashback bonus was awarded for previous losses, not as a winning. It was a 5% lossback from a prior deposit loss sum, and it was simply a matter of waiting approximately 10 days to receive it. My intention was to receive this already-earned bonus while preventing myself from spending it, or critically, from depositing and spending more funds, until the bonus arrived. This was not an attempt to misuse the self-exclusion system; I would have preferred not to receive such a bonus at all if it meant my account could have been permanently closed immediately on the day of my request.

Furthermore, I explicitly stated in chat support on multiple occasions that I suffered from addiction and needed Fortunejack to prevent my deposits and play. I reiterated this in an email to Fortunejack on

June 1, 2025, stating: "I stated many times in chat support that I suffered from addiction and I needed to fortunejack prevent my deposits and play. I wanted to shut down my account until I got the monthly cashback bonus and you did nothing. Fortunejack is responsible for the losses I had since 17th May. I requested for it. Please refund my deposit sum since that day, otherwise I'll fight for it on socials and on your regulator" . I have requested copies of these chat logs from Fortunejack, but they have ignored these requests.

The very act of repeatedly requesting limits on betting and depositing makes no sense if a player is truly in control of themselves; it is an inexplicable action unless one is struggling with addiction or a health issue.

My significant losses, exceeding $6,000 USD , occurred after May 22, 2025 , and are a direct consequence of Fortunejack's failure to act on my clear requests for protection and to implement their own available responsible gaming tools. These funds were deposited and lost during a period when my account should have been either permanently closed or subject to a self-imposed restriction, based on my explicit and timely requests. I demand a full refund of all deposits made from May 22, 2025, onwards.

Dear ghostingura,

As much as I would like to assist you with your case, I must emphasize that the possibilities for further action appear to be very limited.

Approximately four months ago, a similar complaint you submitted on our platform was rejected. The reason was clearly explained: you did not disclose a gambling problem at that time - a critical requirement for us to consider a self-exclusion request valid and to expect the casino to take appropriate action.

Despite this, you are again attempting to argue that your previous communications should have clearly indicated such an intent. However, this is not the case. The language used must be explicit. For example, a request for "immediate closure" does not equate to a declaration of a gambling problem. It does not, by itself, imply any obligation on the casino's part regarding self-exclusion.

In another instance, you requested deposit and gameplay restrictions. While you may interpret this as a disclosure of a gambling issue, from the standpoint of the casino, ourselves, or likely any third party, the message lacks the clarity and explicitness required to trigger protective measures.

You have also mentioned disclosing your gambling problem multiple times via live chat. However, to date, you have not provided any evidence to support this claim. As you know, documentation and evidence are essential for a fair and thorough resolution process.

Dear FortuneJack Casino,

Could you please review and respond to the complaint submitted by the player? I would appreciate a detailed explanation of the situation, including your assessment of the player’s claims.

Additionally, I kindly request that you provide the full chat transcripts between the player and your support team from May 17, 2024, up until the closure of the player’s account. You may send the file to my email at [email protected].

Thank you in advance for your cooperation and assistance in this matter.

Dear Kubo,

I must reiterate my stance on Fortunejack's failure to uphold their responsible gaming obligations. On May 22, 2025, I explicitly asked them: "So can you prevent me from depositing or playing in your site until I receive the cashback bonus?". This was a clear plea for a protective measure due to my "vulnerability and struggle with gambling addiction".

Their response, "Unfortunately, we can not do that. We do not have such restriction like that," directly contradicted their own "Self-Exclusion Terms". These terms clearly allow users to "restrict their ability to place bets or game on our platform for a period of 1 week, 1 month or 6 months" or to "close Your Account permanently".

It makes no sense for someone with self-control to request limits on their betting and depositing. My request was a clear signal of my struggle. The significant losses I incurred after May 22, 2025, exceeding $5,500 USD, are a direct consequence of their failure to act on my explicit request for protection and to implement their own available responsible gaming tools. These funds were lost during a period when my account should have been either permanently closed or subject to a self-imposed restriction.

My email from May 22, 2025, is undeniable written evidence of my request for protective measures due to a gambling struggle.

2.9. We will block and terminate Your account if You notify us or We have reasonable doubt to suspect that you are gambling-addict. You will be able to withdraw any remaining balance to your other account before such termination, however, You expressly covenant that You shall not have any claim in relation to any previous activity held on Your account, including, but not limited to losses or winnings as the result of these activities. We reserve the right not to reopen or validate Your Account once closed in accordance with this clause.

Given the context of section 2.9, there isn't a plausible reason, apart from gambling addiction or a related struggle with self-control, for someone to request their account be closed, or two days later, explicitly request their ability to deposit or play be limited.

Section 2.9 itself states, "We will block and terminate Your account if You notify us or We have reasonable doubt to suspect that you are gambling-addict." This clause directly links account blocking/termination to a suspicion or notification of gambling addiction.

A request to "limit the account, or to deposit or to play" directly indicates a desire to curb one's own activity. If a player had self-control and was not struggling with gambling, they would simply stop playing or depositing on their own. They wouldn't need the casino to enforce a limit. Therefore, the very act of requesting such a limitation strongly implies an underlying issue with gambling behavior.

Dear Kubo,

Thank you for following up.

We would like to confirm that this case has already been thoroughly reviewed internally. The user dypperpt was found to have breached our Terms & Conditions, and appropriate action was taken in accordance with our policies.

We understand a second review was requested; however, we must respectfully inform you that our decision is final and will not be subject to further reconsideration.

As requested, the transcript of the chats between our support team and the player has now been sent to your email for reference.

We appreciate your understanding.

Best regards,

roronoa

community manager

FortuneJack Team

Dear Roronoa,

I must respectfully challenge your assertion that I, dypperpt, breached FortuneJack's Terms & Conditions. I have thoroughly reviewed my actions and interactions on your platform and I am confident that I have never violated any of your terms.

For your decision to be final and for me to accept it, I require a clear and detailed explanation of which specific term(s) I allegedly violated and the exact date and time of each alleged violation. Furthermore, I have never been notified of any breach prior to this email, which is concerning. Transparency in such matters is crucial, and without specific details, your claim of a "thorough review" is unsubstantiated.

I look forward to your prompt response with the requested information.

Dear FortuneJack Casino,

Thank you for providing the requested chat transcripts.

Dear ghostingura,

I understand that you disagree with my previous statements; however, they reflect our position on the self-exclusion policy. As I mentioned earlier, referencing a gambling problem in your account closure request is essential for us to address any responsible gambling concerns.

After reviewing the chat transcripts, I acknowledge that you did mention your gambling addiction during a conversation with the casino on June 1. At that point, you were appropriately advised to submit a formal request via email, which you did on June 3. However, your email primarily focused on complaints regarding the casino’s prior actions and included an immediate refund request. As a result, it was not immediately identified as a self-exclusion request, and your exclusion was applied on June 6.

Since the casino handles self-exclusion requests manually, a short processing delay can be expected. In this case, the request was addressed within a reasonable timeframe according to our policy.

Additionally, records indicate that you did not make any deposits after May 30. Therefore, even if the self-exclusion had been implemented immediately, you would not be eligible for a deposit refund.

For these reasons, I must regretfully reject your complaint as unjustified.

Thank you for your understanding. I’m sorry I couldn’t offer a more favorable outcome in this case. Should you face any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Additional help:

As part of our Global Self-Exclusion Initiative, we’ve partnered with Bet Blocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to more than 93,000 gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports multiple languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• Bet Blocker Website

Please note: Bet Blocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Best Regards,

Kubo