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I have a serious issue with JackpotFrenzy.com regarding responsible gambling violations. I have been self-excluded since 2022, yet the casino allowed me to deposit and gamble €100 in clear violation of responsible gaming regulations.

Key Issues:

1. Self-Exclusion Ignored – Despite my exclusion, the casino accepted my deposits and allowed me to play.

2. Violation of Gambling Laws – Accepting deposits from a self-excluded player is illegal and requires a full refund.

3. Lack of Response – I contacted their support requesting an immediate refund and permanent self-exclusion, but they have not complied.

Requested Resolution:

Full refund of €100 as per responsible gambling laws.

Immediate and permanent self-exclusion to prevent further violations.

If the casino refuses to refund my money, I will escalate this matter to financial institutions, gambling regulators, and legal authorities. I urge Casino Guru to intervene and assist in resolving this matter fairly.

Hello brunomeirinhas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpot Frenzy Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when exactly did you request for exclusion in Jackpot Frenzy Casino?
• For what period have you excluded your account?
• Did you contact them now again to inform them regarding your gambling issues?

Please forward an evidence of your first request made with Jackpot Frenzy where you have mentioned gambling issues/addiction to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Please help me. They even don't reply to my emails. Help me getting this refund.

Hello brunomeirinhas,

You have to forward the exclusion you sent to the casino in 2022 to nikolas.b@casino.guru otherwise we won't be able to proceed in resolving this matter as it is a mandatory evidence in such cases.

Regards,

Nick

The self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.

A autoexclusão em 2022 não foi para este casino em específico mas sim para TODOS os casinos que operem de forma legal em Portugal (licenciados pela SRIJ) que infelizmente não é o caso deste e de muitos outros casinos, que continuam a operar de forma ilegal em Portugal, permitindo registos e depósitos fáceis, sem verificação de identidade, permitindo que jogadores autoexcluídos e até crianças possam registar, depositar e perder dinheiro de forma bastante fácil e rápida.

Hello brunomeirinhas,

Unless you have requested for self-exclusion directly from the casino, you are not entitled for any kind of refund.

Is there anything else we could assist you with?

Regards,

Nick

I also requested self-exclusion from the casino as soon as I registered

Eu também pedi autoexclusão ao casino logo após o registo

Attached

Segue em anexo

Please help me getting this refund. The casino is operating ilegally in Portugal since they don't have a license on SRIJ. Therefore they must refund the full amount.

Hello brunomeirinhas,

Can you please advise if your account is now closed and since when exactly?

Keep in mind that no deposits prior to your request on 6th of March is refundable.

Regards,

Nick

My account was closed only after my self-exclusion request on March 6, 2025.

However, the problem is not just the timing of the account closure, but the fact that JackpotFrenzy allowed a self-excluded player from 2022 to register, deposit and play, without any prior identity verification.

Regardless of the date of the deposits, the casino should never have accepted any of these transactions, as it had an obligation to prevent access by self-excluded players. This constitutes a violation of Responsible Gaming regulations.

I therefore demand a full refund of the €100 as it was wrongly accepted, making such a refund a legal obligation.

Minha conta foi encerrada somente após minha solicitação de autoexclusão em 6 de março de 2025.

No entanto, o problema não é apenas o momento do encerramento da conta, mas sim o fato de que a JackpotFrenzy permitiu que um jogador autoexcluído desde 2022 se registrasse, depositasse e jogasse, sem qualquer verificação de identidade prévia.

Independentemente da data dos depósitos, o casino nunca deveria ter aceitado nenhuma dessas transações, pois tinha a obrigação de impedir o acesso de jogadores autoexcluídos. Isso constitui uma violação das normas de Jogo Responsável.

Portanto, exijo o reembolso integral dos 100€, pois foram aceitos indevidamente, tornando essa devolução uma obrigação legal.

Hello brunomeirinhas,

As previously explained, if you did not request self-exclusion directly from the casino, your country-specific exclusion has no effect in this case. Since your account was closed after you contacted the casino, they acted in accordance with their policies, and you are not eligible for any refund.

Please note that unless a casino holds a specific license that recognizes your country’s exclusion system, you must contact them directly to request self-exclusion. Without this step, a refund will not be possible.

We will now proceed to close the complaint for the reasons outlined above.

Regards,

Nick