JustCasino - Pelaajan kotiutuspyyntö on edelleen ratkaisematta.

I decided to close my account back in may this year and I had 724$ left in my account. I spoke to their chat and I was told that after closing my account they’d just transfer my deposit money back and confirmed the amount.

they took weeks to just "approve" this transfer and to verify my account over again and I heard from them 26th of may asking for my account details for the wire which I gave them. Few weeks pass and I reach back and they hadn’t sent the refund still and upon pressing the ended up "sending" the deposit which turned out to be a big lie as I never received my money, I asked for a receipt of payment and they printed out a fake "Inpay" receipt of funds transfer that was dated 8th June. This confirmed by them was not correct since inpay had failed to ever process my refund I have this on email them agreeing the refund was never sent which makes no sense because why was I shown a receipt that said "successful" when it wasn’t ever sent or processed. Cut to end of June I had sent them statements showing I never received the money and they said they sent it again on June 30! And timeline is 1-6 days. Well today is july 14 and I don’t have my refund. It’s been 6 days since my email had been answered and now their support is sending me a deposit confirmation from April worth 280Euros which has absolutely nothing to do with my refund request.

their chat is unavailable to me they simply say "we can’t discuss this escalated case on chat". They won’t email me and look into my request and now they won’t chat. It’s been since 26th may I was told my refund has been confirmed. All of this I have on email I have all the proof.

help!!

A. S.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify whether the amount you have been trying to withdraw since May has met all wagering requirements related to AML checks or bonus requirements?
• Are you still able to access your account, or has it been closed?
• When exactly did the casino most recently inform you that the funds had been transferred to you?
• Have you used a verified payment method for this transaction?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

-They took quite a long time to approve my withdrawal and they did confirm on chat that my amount is all set for withdrawal and it’s been approved by their managers.

-my account has been closed as per my request.

-July 3, they told me that my refund has been sent and should take 1-6 days, prior to that they had sent me a payment confirmation receipt dated June 6th confirm that the transfer had already been sent, but I never received my refund and sent them bank statements confirming I didn’t. After significant back and forth they said "Dear Amarjeet,

​

Kindly be informed that the transaction was not finalized on the payment provider's end. In order for us to proceed further, please provide the required information for the other bank;"

and then allegedly sent another transfer on June 30th but again I haven’t seen any money deposited in my account and they’ve not stopped replying to my emails all together.

-i used interac E transfer to deposit.

I had done everything correctly and this refund has been confirmed to be approved multiple times. I have chat screenshot and emails confirming the same.

Dear Amarjeetsingh

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, Mirka (miroslava.d@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,

Veronika

Dear Amarjeetsingh,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite JustCasino representative to join this conversation.

Dear JustCasino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Amarjeetsingh,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka