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Wild Jack Casino - Failed to stick to their own 'responsible gaming' policy

RESOLVED
Complaint Info
Disputed casino Wild Jack Casino
Reason Other
Amount € 300
luukje1234 Netherlands Message
Posted on February 6, 2017

I have a complaint about the responsible gaming policy of Wild Jack Casino. Based on the information on their website I guess it's an important aspect of their poilcy: "We are committed to creating a responsible gambling environment by implementing and maintaining eCOGRA responsible gaming requirements, for the benefit of both players and staff. To request a cooling-off period or self-exclusion, please contact our Support Center at any time. All requests to lock a casino account must be verified in writing by email. Once your written request is received, your account will be locked immediately".

Saturday I started playing and I won 150 euros. I send an e-mail and asked if it's possible to get an 7 day 'cooling-off' period in combination with my first withdrawal. I got an answer back with information about account verification but nothing about my cooling-off request. After a while I couldn't resist myself and went on playing (I know it's stupid). I lost my winnings and deposit another 300 euros. Unfortunately I lost all this money. After I while I got an e-mail from casino support "I have failed to address the issue of cooling off as you have asked".

I was not happy about this. But the story continues.

After I lost my winnings and another 300 euros I send again an email with a request, but now I asked for permant closure of my account. Soon I got an email back from casino support "As sad as it is to process a request, we will respect your decision to close the account. I have therefore placed a default lock on your casino account and need you to confirm the following information". I send the information right away. They asked for my name, date of birth, address and telephone number.

After my last mail I heard nothing back. But I was under the assumption that my account was closed.

Today (Tuesday) I found out my account was still open and there was no lock at all. Again I was not wisely and deposit money. I lost another 300 euros.

I think Wild Jack Casino has the responsibility to protect players. I asked multiple times for exclusion, but Wild Jack Casino failed badly.

I hope WIld Jack Casino can give an reason why their policy is so badly. I think it's fair that I get back (a part) of my losings.

Posted on February 6, 2017

Hi Lucas,

Please know, I am reviewing your account at the moment and hoped to have a response for you once I have gathered all the needed information.


Thank you,
Levi H
Communications Manager.

luukje1234 Netherlands Message
Posted on February 6, 2017

Hi Levi,

Thanks for your fast reply. I hope for a better solution than simply saying that the responsibility lies with me. Because this is only partly true of course.

I would like to add something to my former complaint.

Thursday (after Wild Jack Casino finally closed my account) I got an email from Wild Jack Casino: "You're still a Star to us, Lucas! We'd like to see you shining again so we have an exclusive Star offer waiting for you. Come by and re-open your account at Wild jack (...)".

I can't believe this, "re-open" my account? Why does Wild Jack Casino send me these kind of promotion-emails? I don't get the feeling that your organization takes my problem serious.

Posted on February 9, 2017

Hi Lucas,

I will look into this and get back to you. Could you kindly attach the email you received, so that we may locate where this email is coming from.

Kind Regards,

Erin

luukje1234 Netherlands Message
Posted on February 9, 2017

Hi Erin,

Good to hear that you will look into 'emailgate'. I attached the email.

But I hope Wild Jack Casino also gives a reaction to my main complaint about the responsible gaming policy and the damage it cost me. Your organization said earlier that my account is being reviewed. But this takes a long time...

Lucas.

Posted on February 9, 2017

Hey Lucas,

Thanks for getting back to me, your main query is still being looked into, I am currently reviewing the emails and the actions taken by the agents, this regrettably does take some time.

I thank you for the email, I will look into why an email was received when your account was locked. I have gone ahead and taken the email that you have sent to support, as we should have one communication channel.

Kind Regards,

Erin

luukje1234 Netherlands Message
Posted on February 9, 2017

Hi Erin,

Okay, I wait some more.

Lucas

Posted on February 13, 2017

Hi Lucas,

I hope that you that you had a great weekend?

I have some feedback regarding your query.

In regards to the email that you received I have un-subscribed you so that you no longer receive any further communication. With locking the account, this does not un-subscribe you from any promotional emails. Should you wish to receive these in future you are welcome to advise me and I will subscribe you once again.

In regards to your funds that you deposited while the account was meant to be locked, we will be allocating 300 EUR cash to your casino account.

In order for us to process everything, can you please confirm your details, (email address, contact number, date of birth and physical address) via a private message?

Can you confirm whether you would like to play or withdraw the funds as we would be required to unlock the account so that you can register your preferred method of payment should you wish to withdraw.

Should you wish to lock your account in future in order to save your winnings, best practice would be to come through via our chat link that you can locate on our “Contact Us” page.

Look forward to hearing back from you
Erin

luukje1234 Netherlands
Posted on February 13, 2017

Hello Erin,

Good to hear your final decision. I would like to withdrawal the 300 EUR right away. I don't want to play anymore. Is this possible without opening my account?

I send you my details via a private message or a mail to your support-team.

With kind regards,

Lucas

luukje1234 Netherlands Message
Posted on February 14, 2017

Hi Erin,

Good morning. Yesterday I contacted support from Wild Jack Casino to give them my details. I got a confusing back (you can read it below). The 300 EUR cash is not a bonus, right?

This case took a long time to investigate. I hope this process (refunding 300 eur back) goes faster.

With kind regards,

Lucas

Mail from Casino Support Wild Jack Casino:

"Hi Lucas,

Kyle here from Wild Jacks Casino

The bonus would only be added should the account be re-opened again however I would need you to forward that message you got so we can review that offer for you.

Please also note that a bonus cannot be withdrawn and can only be played on the casino.

Please let me know if we can offer any additional information or assistance.

Kind regards

Kyle"

Posted on February 14, 2017

Hi Lucas,

I have received your email confirming your details, please ignore the response you received from the agent as they are not aware about our conversation.

I can confirm that your 300 EUR is currently with the payments department. They will be releasing payment within the next 24 hours.

Once we have processed your withdrawal you will receive your monies within 3 - 5 working days worst case scenario.

The account is locked therefore you will not be able to access it.

I would again like to apologize for the service that you received, the agent in question will be dealt with accordingly to ensure that it does not happen in future.

Should you need anything further please do not hesitate to contact me.

I do hope that you have a great day further.

Kind Regards
Erin

luukje1234 Netherlands
Posted on February 16, 2017

Wild Jack Casino tells me they are progressing the transaction of 300 euro. Until now I didn't receive a message that the payment is accepted. I hope this happens tomorrow.

With regards,

Lucas

Posted on February 17, 2017

Hi Lucas,

Thank you for your response.

I can confirm this morning that the payment has been released to your Swift account. We are just awaiting confirmation that it has gone through successfully.

It generally takes 5 - 7 working days to reflect on your side once we have released the payment. It could be sooner however 5 - 7 working days is the worst case scenario.

I do hope that you have a fantastic weekend. :)

Kind Regards
Erin

luukje1234 Netherlands
Posted on February 20, 2017

Hi Erin,

Today I received the 300 EUR back on my bank account. Thank you for your help.

I hope Wild Jack Casino learned from this case and improves her responsible gaming policy. I wish this never happens to anyone. Maybe you can improve your website and make it possible that gamers could "close-out" themselves. Mailing to a helpdesk for a time-out-period is to old-school and not 2017-policy. Your customers deserve better.

With kind regards,

Lucas Peeters

AskGamblers
Posted on February 20, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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