JustCasino - Pelaajan voitot takavarikoidaan JustCasinon toimesta.

Subject: Unfair confiscation of €4,000 winnings by JustCasino – Lack of evidence and predatory interface

​Casino Name: JustCasino

Disputed Amount: €4,000 EUR

​Detailed Description of the Case:

​I am submitting this complaint against JustCasino following the unfair confiscation of my legitimate winnings totaling €4,000 EUR.

​On August 24, 2026, I requested a withdrawal of €4,000 to my Skrill account. After delaying the processing for the full 48-hour limit, the casino voided my winnings, adjusted my balance back to my initial €90 deposit, and claimed that I breached the maximum bet rule under the active deposit bonus (AUG24 - 50% up to $100).

​I strongly dispute this decision based on the following critical points:

​1. Demand for Detailed Game Logs & Timestamp Proof

During the active wagering phase of the bonus, I strictly adhered to the bonus max bet limit. I only increased my bet size and used the in-game Feature Buy option (purchasing a bonus round for €100) AFTER I believed the wagering requirements had been fully met and completed.

​JustCasino has provided zero transparent proof or transactional evidence. I hereby request that Casino Guru obligate JustCasino to supply complete Game Logs, detailing:

​The exact timestamp when the bonus wagering requirement reached 100% completion.

​The exact timestamp, game title, transaction ID, and bet amount for every spin or feature buy placed above €5.

​Proof of whether any supposed breach occurred during the active wagering phase or after the conversion to Real Money.

​2. Predatory System Interface & Lack of Software Technical Restrictions

Even if a Feature Buy occurred prior to system-level wagering completion, JustCasino operates a predatory and unfair UI. The casino software technically allowed me to click and execute a €100 Feature Buy option without any pop-up warning, technical restriction, or automatic bet-capping, despite an active bonus allegedly being active on the account.

​According to Casino Guru’s Fair Gambling Codex:

​Casinos should technically prevent players from exceeding maximum bet limits when a bonus is active.

​Allowing players to unknowingly click built-in game features that instantly invalidate their entire balance—without any system warning—is considered an unfair trap designed to enforce forfeiture upon cashout.

​3. Status of Deposit (€90)

The casino has reset my balance to my original €90 deposit. I demand that Casino Guru assist in:

​Reinstating my original winnings of €4,000 for immediate payout based on the lack of technical warnings and strict adherence during main play.

​Ensuring immediate payout of the non-bonus €90 balance without further delay.

​I am fully willing to provide all emails, screenshots of transaction history, and support chat transcripts.

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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.

• Have you contacted the casino via email and asked them to provide your complete gaming history in Excel format, covering the period from when you activated the bonus until the moment your winnings were confiscated?
• If so, please forward your email request to me at veronika.f@casino.guru. Once you receive the gaming history file from the casino, please also forward it to me so that I can review your gameplay and investigate the issue further.
• Did you receive any pop-up notification or other message informing you that you had completed the wagering requirements and that the bonus restrictions no longer applied to your gameplay?

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

Dear Veronika,

​Thank you for taking on my case. Here are the answers to your questions:

​Yes, I have sent a formal email to JustCasino requesting my full, unedited game history from the moment the bonus was activated until my balance was confiscated. I have forwarded a copy of this email request to your email address (veronika.f@casino.guru). As soon as JustCasino provides the file, I will forward it to you immediately.

​No, I did not receive any pop-up notification, system message, or UI alert informing me that the wagering requirements were completed or that restrictions no longer applied. The platform provided zero system-level notifications regarding bonus status changes during gameplay.

​Additionally, I would like to note that the casino is still withholding my initial €90 deposit withdrawal request, which carries no bonus restrictions whatsoever.

​Best regards,

Aureus

CRITICAL EVIDENCE / WAGERING STATUS:

​Dear Veronika,

​I can confirm that JustCasino has finally processed and released my initial €90 deposit.

​I need to emphasize a crucial fact regarding the bonus amount and wagering completion:

​The original bonus amount credited to my account was only €50.

​During the regular gameplay (placing eligible €3 wagers per spin), I hit a major win of over €3,500. This single event instantly cleared and completed the entire wagering requirement (100% completion) for the small €50 bonus.

​Therefore, when the wagering requirement reached 100%, the bonus condition officially ended, and all funds transferred to my Real Money Balance. The subsequent €100 Feature Buy was executed AFTER the bonus was already fully cleared. Once a bonus is cleared, the €5 max bet limit no longer legally applies.

​I demand that JustCasino supply the exact timestamp of when the €50 bonus reached 100% wagering completion compared to the timestamp of the €100 Feature Buy.

​Best regards,

Aureus

Thank you for your emails.

However, I have not yet received your email with the request for the gaming history. Could you please clarify when exactly you asked the casino to provide you with the Excel file?

Also, please note that your assumption that a single large win automatically completed the wagering requirement of the active bonus is incorrect.

The wagering requirement is based on the qualifying wagers placed, not on the amount won from an individual spin. Therefore, if you place a €3 wager and win €3,500 from that spin, only the €3 wager is relevant for the wagering requirement. The €3,500 win does not count as €3,500 in wagering.

In other words, €3 was wagered, while €3,500 was won. These are two separate amounts, and the size of the resulting win does not increase the amount contributed toward the wagering requirement.

Dear Veronika,

​Thank you for your response. I would like to clarify two key points:

​1. Clarification regarding the wagering calculation

I completely understand that a win itself does not count towards wagering. My point was different: after winning the €3,500 on a €3 spin, I used that balance to continue playing and placed hundreds of consecutive spins at €3 each. Since my wagering requirement was based on a €50 bonus, the combined sum of all those individual €3 wagers was more than enough to fully complete the total wagering requirement before I ever bought any €100 Feature Buys.

​2. Request for Gaming History / Excel file

I officially requested my complete gaming history (including the Excel log file) from JustCasino support and VIP management via email on [ August 26,27 and 28, 2026]. However, the casino has failed to provide me with these raw backend logs.

​Since the casino interface does not show the exact second the wagering was completed in real time, I kindly ask Casino Guru to request the full game log history directly from JustCasino. The timestamps will clearly show that the 100% wagering requirement was completed during my €3 spins, prior to placing any €100 Feature Buys.

​Thank you for your time and assistance.

​Best regards,

Aureus

Dear Veronika,

​Just a quick update: JustCasino VIP support has confirmed today via email that my case and dispute details have been passed to their relevant department for internal review.

​I am currently awaiting their direct response and the requested game logs.

​Best regards,

Aureus

Thank you for your response and for sending me the email.

Please let me know once you receive the requested gaming history or any further updates from the casino's customer support, so that we can continue our investigation.

Hello Aureus,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru