The player from Germany had believed the casino should have blocked his account due to his previous disputes with another casino, but they had allowed him to continue playing. After winning 2,400 euros, he had faced issues when he tried to withdraw his winnings. He had deposited money after the dispute and the casino had paid out those winnings as well. However, we discovered that initiating a chargeback, as the player had done, was viewed as a violation of the casino's Anti-Money Laundering policy and Terms and Conditions. This could result in the forfeiture of any winnings and the closure of the account. Thus, the complaint was rejected.
JustCasino - Player is requested to send bank statements due to chargebacks.
Amount: €2,400
JustCasino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Good Day,
I have received the following correspondence from the casino.
I have previously made withdrawals that were recorded. Furthermore, it's true that I've disputed refunds, but that was with another casino, which promptly blocked me. I need help because JustCasino should have also blocked me and shouldn't have allowed me to continue playing there.
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4 months ago
Dear Mickstar,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Please understand that requesting a chargeback in an online casino might cause you issues in the future if you happen to want to withdraw winnings from other online casinos, that is why we don't recommend the practice.
Have you submitted the requested bank statements to JustCasino?
Have you requested chargebacks in JustCasino as well?
Could you please specify if you requested JustCasino to block your account?
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
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4 months ago
Translation
Good day,
The chargebacks took place on February 24, 2024. The casino did not block my account and allowed me to play and paid out winnings of 4,000 euros. After I won 2,400 euros again and wanted to pay them out, the casino wrote to me, which makes no sense to me. The bank statements have been uploaded but a response is still pending.
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4 months ago
Translation
At the time, I wrote to a bank and asked them to refund these amounts to me. As a result, I was blocked from an online casino provider but not from Just Casino. I wanted to have my winnings or the amounts I had deposited refunded.
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4 months ago
After February 24, have you made any new deposits to the casino? If you accumulated winnings from charged-back deposits, you are not eligible to receive them as the casino did not receive your deposits.
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4 months ago
Translation
I deposited money after the 24th and the casino paid out those winnings as well. I have never had any money returned to this casino. My winnings were always paid out and deposits were always posted.
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3 months ago
Could you please forward me the bank statements you sent to the casino? Please also send me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
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3 months ago
Dear Mickstar,
after a thorough review of your case, we came to the following conclusion. As can be found in JustCasino's Terms and Conditions:
Anti-fraud policy
The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:
- Participating in any collusion with other players,
- Development of strategies aimed at unfaithful winnings,
- Fraudulent actions against other online casinos or payment providers,
- Depositing money from ill-gotten means,
- Chargeback procedures with a credit card or denial of some payments made,
- Creating two or more accounts,
- Other types of cheating,
or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend all payouts to the player. This decision is at the Company's sole discretion, and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player.
Initiating a chargeback always leads to significant complications with the casino. Casinos view chargebacks as a violation of their AML policy and Terms and Conditions, and this can result in the forfeiture of any winnings and the closure of your account.
Moreover, online casinos often share information about players who initiate chargebacks with other casinos. This can lead to being blacklisted, making it difficult or even impossible to play at other online casinos in the future. Therefore, it is usually better to try to resolve any issues directly with the casino or through a formal complaint process rather than resorting to a chargeback. This approach helps maintain good standing with the casino and preserves your ability to play in other casinos.
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. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
