JackMillion Casino - Mislykket selvudelukkelse.

The problem is that I am asking you to self-exclude via email since that is where it has to be done according to the moderators of your chat.

But nothing, neither in Spanish nor in English I receive a response from them, nor do they block the account or self-exclusion.

The problem is that I have been with this for a long time and they neither answer nor give me a solution.

I hope you can give me some kind of solution since I repeatedly fall in the game.

Thank you

El problema es que les estoy pididendo la autoexclusion via correo electronico ya que es por donde se tiene que ralizar segun los moderadores de su chat .

Pero nada ,ni en español ni en ingles recibo respuesta de ellos ,ni bloquean la cuenta ni autoexclusion .

El problema es que llevo mucho tiempo con esto y ni contestan o me dan solucion .

Espero que ustedes puedan darme algun tipo de solucion ya que caigo repedidas veces en el juego .

Muchas gracias

Dear Juan,

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

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason 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,

Kristina

Hello, I have sent you 3 forwarded emails requesting self-exclusion.

They are of varied dates until 2019 in Spanish.

Also send them in English.

Greetings and thanks

Hola ,te he enviado 3 correos reenviados que solicitaba la autoexclusion.

Son de fechas variadas hasta 2019 en español.

Tambien envie las mismas en ingles .

Saludos y gracias

Thank you very much Juan for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Juan,

I’m sorry to hear about your bad experience. I looked at the forwarded e-mails and I understand the situation. I’ll try my best to resolve the issue.

I would like to kindly ask JackMillion Casino team to join this conversation and participate in the resolution of this complaint.

Dear Casino guru,

We have only one player with that name on JackMillion which is marked as non depositor and we never had communication with.

There is one on SpinSamba that asked to be self-excluded and was closed on the 7th of June which is the date the complaint was put.

Thanks,

JackMillion Team.

Thank you, JackMillion Casino team, for your reply. Please note that Juan forwarded 4 e-mails to us, dated:

Oct 12, 2019 – addressed to support@jackmillion.com,

Jun 27, 2020 – addressed to support@jackmillion.es,

Dec 21, 2020 – addressed to vip@jackmillion.com,

Mar 19, 2021 – addressed to support@jackmillion.com.

In all of these e-mails, he quite clearly states he is requesting self-exclusion or permanent closure of his gaming account at JackMillion Casino.

I’d like to kindly ask you to thoroughly review the situation and comply with Juan’s request.

Additional comments from the player:

" Hello, I have read the reply of one of the members of Jackmillion.

They say that this user is a non-depositor?

Whenever they want, I show them the card payments that I made every time I played.

In addition, I spoke personally by phone with the Manager of Jackmillion Armando.

That person on the phone asked me for documentation to be able to make money withdrawals when I already sent the required documents, so and everything, I sent them everything again and after that I no longer received a reply.

I would tell them that I wanted self-exclusion, they would send me a real money bonus (€ 50 or € 100) sometimes to keep playing.

To this day I continue to receive SMS offers in bonuses or real money.

Therefore, if they have me as a depositor, they also made me a VIP (that would also have to be remembered in an answer to the complaint).

The other page that says that account was closed, I have no idea what it is.

I have read their reply and I have been surprised not to know if they have made a mistake with the Nick or that they do not want to know anything about this issue.

Another thing, they have not sent me any message or email accepting the self-exclusion either.

Many thanks for your work.

Greetings "

Additional comments from the player:

"Hola ,he leído la contestación de uno de los componentes de Jackmillion.

Dicen que ese usuario esta como no depositante?.

Cuando quieran les demuestro los pagos con tarjeta que realizaba cada vez que jugaba.

Ademas que hable personalmente por teléfono con el Gerente de Jackmillion Armando .

Esa persona por teléfono me pidió documentación para poder ralizar retiradas de dinero cuando yo ya envie los documentos requeridos,asi y todo ,les volvi a enviar todo y después de eso ya no recibi contestación.

Les decía que quería la autoexclusión ,me enviaban un bono de dinero real (50 o100€) en ocasiones para que siguiera jugando.

A dia de hoy sigo recibiendo SMS de ofertas en bonos o dinero real .

Por consiguiente si me tienen como depositante ,además que me hicieron VIP .(eso también se les tendría que recordar en una contestación de la queja ).

LA otra pagina que dicen que se cerro esa cuenta ,no tengo ni idea cual es .

He leído la contestación de ellos y me he quedado sorprendido de no saber si se han equivocado con el Nick o esque no se quieren saber nada de este tema.

Otra cosa ,ellos tampoco me han enviado ningún mensaje o correo electrónico aceptando la autoexclusión .

Muchas gracias por vuestro trabajo.

Saludos"

We would like to ask JackMillion Casino to reply to comment on Juan's statements. We are extending the timer by 7 days. If the casino fails to reply or provide the necessary information in the set time frame, we will close the complaint as ‘unresolved’.

They no longer need to respond if they wish.

Today the main manager has personally contacted to fix and give a solution to this matter.

Very kind and correct, listening to me, understanding my case and what happened (because then another manager called me to see if it had been solved).

Personally verifying all chat conversations, income and withdrawals themselves.

Good communication, but above all the perfect customer service received.

They have closed my account as requested, instantly.

For my part, the complaint can be closed (As resolved)

I am happy with the treatment finally received by Jackmillion and even more to thank the team of administrators of Casino Guru.

Thank you.

Ya no es necesario que respondan si lo desean .

Hoy se ha puesto en contacto personalmente el gerente principal para arreglar y dar una solucion a este asunto.

Muy amables y correctos ,escuchandome ,entendiendo mi caso y lo sucedido.(porque seguidamente ,me ha llamado otro de los gerentes para ver si se ha solucionado).

Verificando personalmente ellos mismos todas las conversaciones de chats,ingresos y retiros.

Buena comunicacion ,pero sobretodo la perfecta atencion al cliente recibida.

Han cerrado mi cuenta como pedia ,al instante .

Por mi parte se puede cerrar la queja (Como resuelta)

Estoy contento con el trato recibido finalmente por Jackmillion y mas aun de agradecer al equipo de administradores de Casino Guru.

Muchas gracias.

Thank you, Juan, for letting us know and for using the Casino Guru complaint resolution center. As the issue has been resolved to your satisfaction, we will now mark your complaint 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.

Best regards,

Andrej, Casino.guru