Justbit Casino - Player's winnings have been capped.

i have deposit more than 3000 euros here , lost 1500 euros yesterday . ask a bonus , they gave me 10 euros bonus with 45 times rollover. after i rollover total i achieved 455 euros , but they deduct me to 50 euros . they told me that you win only 5 x , but this thing isnt written in rules. in rules says only wager 45 times. my vip manager admits this fault and says we will add later . they have to credit me another 405 euros missing, that they stoled from my account ! see evidences below ! look their rules doesnt say anything for maximum amount you can profit from bonus , vip manager says we will add later that rule. please credit me 405 euros missing in my account. username: sofokli92

Dear sofokli92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus Terms and I found this:

„6. All winnings received while wagering Freechips Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to withdrawal."

If you have proof that this rule was missing, please forward it to me, because in your screenshots I see only the first four rules. You can send it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance.

Best regards,

Kristina

rule number 6 , is different in my bonus policy attached to my bonus. it isnt written anywhere for 5x ! they should take responsibility for their mistake, in my bonus policy under rollover condition doesnt say anything for 5x .

my bonus rule number 6 says : Users cannot withdraw the Bonus right after receiving it. The bonus and respective winnings must be wagered 40 times granted amount before the funds can be withdrawn.

Having 2 different rules, written differently . on the players mobile and bonus different (no maximim winnings) and in website somewhere(5x maximum) is called cheating. please credit my remaining funds 400 euros!

when you click at link bonus policy are the rules up i have downloaded , in them doesnt says any 5x winnings . only rollover and withdraw. so please help me in this case , i have right !

these are all the rules besides the bonus. if you can find any 5x tell me. just says rollover and than you will withdraw winnings. so please credit me 400 euros remaning bonus.

this is proof of reducing the winnings from 455 euros to 50 euros .

their vip manager accepts mistake but doesnt take responsability to credit remaining funds. see in photos up.

see rule number 6, no 5x condition. just wager and withdraw money.

this photos are from my computer desktop. bonus rules, there is no maximum winnings or 5x. so please credit my remaining funds.

an update for the case ,even they stole my bonus fund and didnt credit me. i decided to believe and deposit 70 euros tonight at them . they dont confirm my deposit and stole 70 euros . have 2 hours for crypto deposit !

dont waste any money here . with bonus i lost 4 hours to wager and than they deduct my winnings from 450 euros to 50 euros. now have 2 hours trying to confirm my deposit. dont lost your time with that casino.

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i continue to be their player , have deposit also after 4 times after this episode . i think bonuses are made to make happy players. i dont think a player will lose 4 hours of his life to rollover for just 50 euros maximum winnings. the bonus rules attached to the bonus are different from them to the website . i think this casino have a future and will reflect to give me the remaning funds . i have given them to much, and now i will only ask my right. just imagine i wouldnt spend 4 hours of my life for 50 euros !!! so please justbit casino reflect and credit me 400 euros remaining funds.

they accept the thing that rule isnt written in players tab. but arent convinced yet to make refund. hope with help of casinoguru and justbit to make this refund of remaning funds 400 euros. i feel happy at all at this casino, have great support team and young people that want to work. hope this case will soon be closed with a refund by them, so iam waiting for a reply !

Its Christmas Time !

guru casino , will you give me a good news for christmas ?

i have deposited again and only today lost more than 500 euros. monica , my vip manager told me that we have done a mistake for not written correctly the bonus rules .so justbit casino should reply here and cooperate to credit me remaining funds 400 euros. its not my fault that in bonus rules attached to players tab doesnt write anywhere 5x . I have decided not to play anymore there if they dont credit me remaining funds. as my godwill i made a good review about them and have refered three of my friends to them. but they are taking to long to give me justice and i dont like that.

feel tired of all this waiting…seems guru casino despite all evidences i have given and shows is with casino and not with justice that players want. its so easy , if you dont have rules 5x in bonus attach players tab , you should give him full winning. you accept mistake but you dont take responsability of that mistake as i have shown in photos , monica vip manager accepts mistake . i dont have anymore hope on you guru nor in justbit.

Thank you for your reply, sofokli92. First, I would like to emphasize that we have 7 days to reply (please, see the timer at the top of the complaint).

Now let's get to the issue. The screenshots you posted here are bonus terms specific to the bonus you activated. Although I agree that ideally the maximum cashout should be stated there as well, we cannot penalize the casino, because the limit is clearly stated in the general bonus terms.

General bonus terms are applied to all bonuses unless bonus-specific terms say otherwise as they always prevail. For example, if general bonus terms claim that the maximum cashout from free bonuses was €100, but the specific bonus terms said €50, the maximum winnings that you could withdraw would be €50.

However, if specific bonus terms don't mention any maximum cashout limit it doesn't automatically mean that you are entitled to withdraw all winnings because general bonus terms are still applied. This means, that the casino could reduce your winnings, and it would still be in compliance with the terms.

I hope you now understand better what happened, and unfortunately, we are not able to help you further in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. If you disagree with our decision, you can always try to contact the casino's licensing authority.