Wild Jack Casino - Claimed I am under self-exclusion in another casino, but refused to refund my deposits

kondia569 Canada
posted on April 4, 2015.

I made several deposits in this casino the other night, totalling approx .$450. Then mid play they locked my account saying I had asked for self exclusion, which I had not on this site. If it was an affiliate site they were basing it on then why were they happy to take my money. I emailed them and they kept saying they unlocked my account, but it remains locked. I then tried live chat and was disconnected 2 times in the period of an hour thst I waited. The only thing thry said is thst the money on my account is safe with them for the next 6 months. I can then play again. I don't want to play again with them and since their system seemed to have a problem I would like all my deposits refunded. These places pray on vulnerable people and I find it appalling thst they should be able to get away with it. We all need to be responsible for our own actions, but when these comoanies dont follow reasonable business practices, they need to be accountable.

posted on April 5, 2015.


Wild Jack, like All Slots, where you had originally requested a self-exclusion period, is part of the Jackpot Factory group. Therefore, the self-exclusion applies to all of the casinos within the group. Because it takes some time to confirm that a new account is linked to another Jackpot Factory group account, you had a window of opportunity of approximately an hour and a half to deposit and play before your account was locked. This is not meant to take advantage of you. By allowing this window of opportunity, we give our players the benefit of the doubt and allow everyone to start playing. But in cases such as yours, we move as quickly as possible to prevent any unwanted violation of your self-exclusion.

Regarding the money that's left in your Wild Jack account, it is below the minimum withdrawal amount. Therefore, there is nothing to do but wait out the 6-month period, and then you will have the opportunity to access your account again. We do not refund played deposits.

I hope this clarifies things. Please let me know if you have any further questions.

Best wishes,

posted on April 9, 2015.

Is this complaint resolved, can we close it?

posted on April 11, 2015.

This complaint will be unresolved. We think that casino need to refund player's deposit if they self-exclude him from a casino.