The player from Canada had won 10,000 but had only received 3,500 before his winnings were confiscated and his account was closed due to issues related to his U.S. passport, despite not being in the United States while playing. The player had registered his account in Canada but had permanent residency in California and had used a U.S. passport for verification. Despite attempts to clarify the situation, the player failed to respond to multiple inquiries from the Complaints Team. Consequently, the complaint was closed due to lack of communication, with the option for the player to reopen it in the future.
JustCasino.io - Player's winnings have been confiscated and account closed.
Closed
Our verdict
Player stopped responding
Amount: 6,500 BTC
JustCasino.io
Safety Index 6.4 Below averageCase summary
Discussion
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3 weeks ago
i won 10000 they gave me 3500 and after i submitted verification they confiscated my winnings and closed my account because my passport is from the united states when i wasn’t in the united states when i was playing
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear suckmyclip,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me a few questions so I better understand the situation.
- What country did you specify in your player profile when registering your account?
- Where is your permanent place of residence?
- When did you register and when was your account blocked?
- Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
I hope we will be able to help you to resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 weeks ago
canada
my permanent resident is in california but i visit my cousins here in canada regularly and on justcasino website they advertise to set your vpn on new zealand for the best results when your not using a vpn and my account was registered on the 10th of june and closed about 5 -7days later and a passport is what i submitted to verification
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2 weeks ago
Could you please let me know what country you specify in your player profile when registering your account?
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1 week ago
Dear suckmyclip,
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.
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2 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
