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Hi I have a problem with jupi casino I practically sent several emails to close the game account and they told me that they can't close it according to their regulations but it seems absurd to me can you help me to close it please I send you a screen shot of the email they sent me in reply.

Thank you

Salve ho un problema con jupi casino praticamente ho inviato diverse email per la chiusura del conto gioco e mi hanno detto che non lo possono chiudere in base ai loro regolamenti ma a me sembra assurdo potete aiutarmi a chiuderlo per favore vi invio uno screen shot dell' email che mi hanno inviato come risposta .

Grazie

Dear lucarm83,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Jupi Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@jupicasino.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Player's additional comments:

"Hi, I have never asked for self-exclusion but I asked that I wanted to close the account specifying the reason it was they who wrote to me that I can only do self-exclusion what can I do I just want to close the accounts game thanks a lot good evening"

Player's additional comments:

"Salve io non ho mai chiesto l auto esclusione ma ho chiesto che volevo chiudere il conto specificando il motivo sono loro che mi hanno scritto che posso fare solo l.autoesclusione cosa posso fare io voglio solo chiudere i conti gioco grazie mille buona serata"

For how long do you wish to close your account, please?

I want to close my account permanently x forever, it's the jupi casino who said it's not possible according to them I can only self-exclude for three months. but I don't want self-exclusion I want to close my account x forever thank you

Io voglio chiudere il mio conto in maniera definitiva x sempre ,e' il casino jupi che ha detto che non e' possibile secondo loro posso solo fare l auto esclusione per tre mesi .ma io non voglio l autoesclusione voglio chiudere il mio conto x sempre grazie

Please send an email to the casino directly as I described in my previous reply. If you sent it already, please forward that email to petronela.k@casino.guru. Thank you in advance.

Dear lucarm83,

From the forwarded screenshot I understood that you still didn't specify that you wish to have your account closed permanently. Could you please send one more email and clarify how long you wish to stay away from gambling in this specific casino?

Thank you.

Good morning, I had already sent you an email asking for definitive closure but they replied that they couldn't close the account, the most they could do was self-exclusion for three months and that's why I contacted you

Buongiorno io l avevo già mandata una mail in cui chiedevo la chiusura definitiva ma mi avevano risposto che loro non potevano chiudere il conto il massimo che potevano fare era un autoesclusione per tre mesi ed e' per questo che mi sono rivolto a voi

I understand that you have sent already a message to the casino that you wish to close your account indefinitely. However, could you please send one more email with all the information (reason for the closure, time period)? If the casino doesn't accept your request with all the relevant information we will intervene. Thank you in advance for your understanding and cooperation.

Dear lucarm83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Hi, I wrote to you a long time ago about the account closure requested at the casino via email but their answer is always this:

"Dear Luke

We would like to inform you that we don't offer an option for permanent closure based on our T&C's.

We can confirm that your account is now closed for 3 months, as this is the maximum we can set based on our T&Cs.

Upon expiration of the above period your account will automatically be re-activated.

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,"

I don't know what to do anymore, I'm desperate

I read their contract and it said that I could close it at any time. They have all my card and account details and I'm afraid they can credit me money without my will.

Thank you, lucarm83, for getting back to us. Could you please forward the original email in which you informed the casino about your gambling problem and requested a permanent self-exclusion?

My email address is petronela.k@casino.guru.

Thank you, lucarm83, for your emails. As I can see you haven't mentioned the gambling problem as advised previously. Have you saved any screenshots where would be visible that the casino was informed about your gambling problem? If not, please send the request again as I advised you in the past.

Hello, maybe I didn't explain myself well, I asked the casino to close my account because I wasn't satisfied with their casino by sending them my data, but as can be read from the email, they wrote to me that at most they can only self-exclude and that their account they don't close it. Basically according to them I have to remain registered against my will they set the self-exclusion but I never asked for it that's why I contacted you this story has been going on for months and every time they tell me the same things

Buongiorno forse non mi sono spiegato bene io ho chiesto al casino di chiudere il mio conto perche non soddisfatto del loro casino inviandogli i miei dati ma loro come si legge dall email mi hanno scritto che al massimo possono fare solo l autoesclusione e che il conto loro non lo chiudono.Praticamente secondo loro devo rimanere registrato contro la mia volonta' l autoesclusione l hanno messa loro ma io non l ho mai chiesta per questo ho contattato voi questa storia va avanti da mesi e ogni volta mi dicono le stesse cose

I see your point, and as a result, I suggest that you inform the casino that you would like to close your account permanently due to a gambling problem. This is a valid reason for the casino to apply a permanent self-exclusion.

I recommend following my instructions and contacting the casino with your request. If, for any reason, the casino does not honor your request due to a gambling problem, please let me know and I will intervene on your behalf.

It is important to take responsible gambling seriously and to seek help if you feel that you have a gambling problem. By following these steps, you can ensure that your account is closed permanently and that you receive the necessary support. Looking forward to hearing from you.

Ok, I'll do it right away and I'll send you the reply email as soon as I receive it, thank you very much

Ok provvedo subito e le invierò l email di risposta non appena la ricevo grazie mille

Perfect. You can even include me ( petronela.k@casino.guru ) in the copy of that email.

Player's forwarded email:

Thank you very much, lucarm83, for the forwarded email. I can see that your account has been self-excluded indefinitely. Could you please confirm that the problem is now resolved or if there's anything else we could try to help you with? Looking forward to hearing from you.

Hi, thank you very much for your assistance, the problem has been solved. You are number one

Good day and good work!!!!

Salve vi ringrazio tantissimo per l'assistenza ,il problema e' stato risolto .Siete i numero uno

Buona giornata e buon lavoro!!!!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, lucarm83, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Petronela

Casino.Guru