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JustCasino closed account after 24k win, 10k withdrawal pending, refuses to give reference number

Complaint Text:

Dear CasinoGuru Team,

I would like to file a formal complaint against JustCasino.io (justcasino.com) - License OGL/2024/164/0246.

I won approximately 24,000 EUR (slots and blackjack) and requested a withdrawal of 10,000 EUR. Shortly after my withdrawal request, my account was closed for "business decision". There is still remaining balance on the account which I cannot access.

I contacted live chat multiple times. Support says:

"Our relevant department is carrying out regular checks for you to receive your withdrawal as soon as possible" and "I have checked your withdrawal, and it is a top priority for us".

However, when I asked for a ticket / reference / transaction number for my 10k withdrawal to have written proof, they refused. Their exact reply was:

"Unfortunately, right now we are unable to provide you with any reference number. Kindly know that as soon as the relevant department finishes all the necessary check-ups, we will have an answer and update you. Thanks for your understanding and patience. Contact us another time."

This is not transparent. No reference number, no time frame, no KYC request, account closed while money is still inside.

I kindly ask CasinoGuru to help me with:

1. Getting my full game history and bet history with timestamps.

2. Getting written confirmation of my pending 10k withdrawal and the exact amount of remaining balance.

3. Processing my withdrawal and return of remaining balance. I am ready to do KYC verification immediately (ID, proof of address, proof of crypto deposit).

I have screenshots of the chat where they confirm withdrawal is top priority and where they refuse to give a reference number.

Thank you very much for your assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JustCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is there any mention of how much the casino intends to pay, or how much your balance in the casino was before the closure?
• Could you please share with me your communication with the casino regarding the requests for game history, etc.? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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

Dear Yasin_op,

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,

Tomas