GJ Casino - Pelaajan varat takavarikoidaan.

KYC has been completed, and there is a deposit and withdrawal history.

We are unable to provide the transaction records.

Please contact the casino immediately.

I deposited $1,000 into this casino and started playing with $2,500, including bonus money, but due to a casino error, almost all games became unplayable.

As a result, the bonus was forfeited, and since I cannot place bets, I am unable to withdraw my funds.

I have already submitted a large amount of evidence showing that I cannot play various games, but the casino refuses to acknowledge the mistake and insists that if I do not place bets, they will withdraw my funds after charging a 20% fee.

Please have a casino representative come here immediately. 

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Dear andandjonnyx,

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

To better understand your situation and assist you effectively, could you please provide more details regarding the following:

• What specific error occurred that made the games unplayable?
• Have you received any communication from the casino regarding their refusal to acknowledge the mistake?
• What evidence have you submitted to the casino, and how did they respond?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

When I try to open the slot games, I get an error and can’t access them, and my bets in the live casino are being invalidated.

I reported this to the casino, but they’re making a joke of it, saying that since it works fine in Canada, I should just use a VPN.

(I’ve used this casino before, and I didn’t need a VPN then.)

If a system change has made it so that I can’t play without a VPN, they should have notified users of this before they made deposits.

The error has been resolved, but the issue with the bonus disappearing remains unresolved.

The casino representative claims that the error never existed in the first place, but continues to refuse to explain the error screenshot we submitted.

Please summon the casino representative here and have them provide "proof that no errors occurred when accessing the site from Japan during the week following the deposit."

Thank you for your reply and for providing the previous details, andandjonnyx.

To better understand your case, could you please provide the following:

• Do you have any specific deadline for the Bonus granted?
• Could you provide your Bonus history and transaction history, if possible?
• Could you share any additional communication you’ve had with the casino? This may include screenshots, emails, or chat records.

You can send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

There is nothing to submit. The casino has instructed CasinoGuru to contact them immediately.

Dear andandjonnyx,

Please understand that without relevant evidence, it is difficult for us to assess the case. For us to proceed successfully with the resolution, we need at least some communication with the casino, as this is essential to the process.

• Could you therefore provide any communication you have had with the casino that is relevant to this case?
• Could you also provide the link to the bonus in question?
• Additionally, could you please clarify when you deposited the funds?

Thank you very much in advance for your reply.

It is impossible to obtain that information because the casino is refusing to provide it.

The casino states that it will provide information only upon receiving a formal request from Casino Guru.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to GJ Casino to participate in this discussion.

Dear GJ Casino,

Could you please clarify why, as the player indicated, they encountered errors when attempting to open slot games and were unable to access them, and why their bets in the live casino were invalidated, as shown in the screenshots above?

Based on the information available, it appears that the player was not able to use the bonus under normal conditions, which ultimately led to its expiration. In such circumstances, it may be appropriate to consider reissuing a similar bonus. I would appreciate it if you could review this possibility.

If there are any additional factors relevant to this case that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru for an independent review.

Since the casino wouldn’t provide the information, I managed to obtain it on my own.

I believe I deposited $1,000 on March 27 using a 150% deposit bonus.

However, as shown in the screenshot, I was unable to play the games, so I submitted evidence and requested a refund. The casino refused to issue a refund and stated that they would charge a 20% fee for withdrawals made without playing.

As a result, I filed a complaint with CasinoGuru. After that, on April 12, I was able to play the games, but naturally, the bonus had expired.

Furthermore, the casino claims that there was no error from the start.

I want the casino to provide objective evidence showing that there were no errors in the access environment from Japan between March 27 and April 12.

The casino is refusing to provide this evidence, citing security reasons.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andandjonnyx,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As GJ Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru