JustCasino - Player’s account blocked and winnings confiscated.

Dear NeedMoney,

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 were you a player of the casino and when exactly was your account blocked? 
• What justification were you given for the confiscation of your winnings?
• Have you contacted your email provider to restore access to your email account?
• 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? 
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your email.

• How much was your last deposit that led you to win 834 CAD?
• Have you saved your interaction with the casino specifying the accusations against you and what the consequences are for your account and winnings?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

My last deposit I don’t remember I would have to look on my bank statement a was depositing lots of different amounts that day , there was no explanation to me other than a chat person saying you could get more info emailing there private email , and I emailed them I got two responses saying to send verification info and that they would send my refund but nothing happens Yes I have some interactions and chats etc saved should I message them to your email?

Do you also want the exact amount or copy of etransfer I send to deposit , ? I can send that to your private email ? I cashed out 200 and then 634 both were pending for days and then my account was blocked , so it’s very very frustrating

Dear NeedMoney,

Kindly provide the information regarding the casino's accusations against you to my email at tomas@casino.guru. I'll await your reply.

Hi they said the would approve my winnings but so far no money in j my account thanks Lisa

It’s been too long and so frustrated this has been a couple of weeks of trying and I just want my refund and not to play here again

Thank you very much, NeedMoney, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you NeedMoney for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask JustCasino for their help in resolving this complaint. We would like to know what can we do to help the player receive their refund.

Thank you!

Thank you I will keep waiting to see my refund hopefully it arrives in my bank account

Still nothing in my bank this is unbelievable getting more frustrated every day

Still nothing deposited to my account! What do I do now ???

Dear NeedMoney,

First and foremost, we would like to sincerely apologize for the delay and confusion surrounding your account and recent withdrawal. We understand how frustrating this situation has been, and we truly appreciate your patience as we've worked to resolve it.

Unfortunately, it appears that some of our communication was lost due to an issue with the email originally registered on your account. As a result, our automated emails were sent to that invalid email address, leading to a breakdown in communication.

We are pleased to inform you that we have now successfully processed your withdrawal of 834.50 CAD. The funds have been sent to the bank details you provided.

You should expect the funds to reflect in your bank account within the next 1 to 6 business days, depending on your bank's processing times.

Again, we apologize for the inconvenience and confusion this situation has caused.

Best Regards

JustCasino team

Thank you very much for the update JustCasino representative.

Dear NeedMoney, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear NeedMoney,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received the money from just casino all is well thank you

Dear NeedMoney,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter