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Dear CasinoGuru,

I contact you in hopes of receiving some support from you to resolve a dispute with online casino JulieBet. On 3rd of April 2026, during Easter, the casino sent me an email offer of 100% Easter bonus up to 100€. I carefully read the terms mentioned in the email and also the general bonus terms and conditions (both email and the bonus terms are attached to the claim) and decided to play the bonus.

I manage to hit very big on Relax Gaming's Snake Arena slot and the end balance before the last spin of the wagering was 10 741,53 € (also attached to this claim). I always take a screenshot of the balance before the wagering is over exactly for the reason of protecting myself against what happened next. After the last spin of the wagering the balance dropped down to 600 euros.

There is no mention anywhere of maximum win cap for this bonus. I went immediately to the chat to ask about it and even the person working on the chat took my side and said that this shouldn't be the case and it should be mentioned. Eventually he promised to take the matter to higher level and they would get back to me by email.

This however, has not occurred and today I went to the live chat against to meet another agent who was way more reluctant. She told that there is max win cap for the bonus and that this is how casinos work and she suggested me to read the terms and conditions in the future to avoid misunderstanding. Then she pointed to the promotions page and for me to go there to see that all of the bonuses have max win cap. But the fact is that this bonus was not listed there and nowhere was it mentioned that there is a win cap for this bonus.

Also, the general bonus terms do not mention anything about win caps. To make the case even more ridiculous is that when you actually go to see the other promotions you see that ALL OF THEM have 10x win cap which is 2x more than what was for this bonus. So, even in this way what she is saying does not follow logic. Obviously, all of what she said was false and I have the proof for it.

I believe the casino has acted in bad faith, it might be mistake of not putting the max win cap anywhere to be seen but that doesn't serve as a justification to put the blame and responsibility on the player and tell them to "suggest read terms and conditions more carefully next time". This is a ridiculous and extremely unthoughtful thing to say.

I wish that CasinoGuru can help me to resolve this manner in someway fair and this I believe is for me to get paid in full. I attach all the documents below and please tell me if you need something else.

Thank you already in advance.

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Dear jimne,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you played with any other bonuses at this casino before? Were your winnings reduced?
• What amount did you deposit in order to activate the bonus offer?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I have played the welcome package at the casino and got a win of 1471€. This wasn't deducted. I made a deposit of 100€ since it was 100% bonus up to maximum of 100€. Hope this helps.

Dear jimne,

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,

Kristina

Hello jimne,

I'm Michal, and I have taken over your 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.

I would like to invite JulieBet Casino to join the conversation.

Dear JulieBet Casino,

As per the player's explanation, the cap on their winnings doesn't seem to be fair. There is no information about the maximum win limit from the bonus in the promotion email.

Can you please clearly outline which rules have been applied in this situation and explain why it was applied?

I have reviewed your Bonuses Terms & Conditions | Juliebet, however, I have not found any rule clearly stipulating maximum winnings from deposit bonuses. Currently, the cap applied to the player's winnings does seem to be unjustified. I would respectfully ask for your thorough review and consideration of the situation.

Should there be any factors influencing this matter that cannot be shared publicly, please shared the with me directly at michal.k@casino.guru for an independent review.

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.

Hello,

I just contacted the live chat and they just decline any responsibility. They said first that its marketing team that deals with these issues. Then I asked if their practice with these issues is to just ignore everyone who has complaint. And they responded "we told you to read the terms & conditions" which there was no mention of this cap so there's that. This casino seems like a total scam and propably they won't bother answering.

Dear jimne,

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 might 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, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru