JustCasino - Player's account closed, winnings not paid.

At the beginning, I lost around 5000. Then I deposited 3000 and won a 2:1 in roulette and got 9000 from Just Casino. After that, I play a little bit baccarat and won 1000. Lastly, I did the withdrawals of 6000 and 4000.

I know that I may want to reverse the withdrawals so I talk to their customer service to see if they can stop me from reversing on their end or escalate the withdrawal quest for shortening the withdrawal time. The customer service did not reply me and the chat was closed. Then, I started a new chat and was informed that my account is closed. They said "Your account closure is an administrative decision as a responsible gambling provider we had to make this decision, our payment team will process the payment."

I found that Just Casino has a 3x withdrawal wagering requirement. In my case, I am not yet fulfill it but my account has already been closed. I talked to the customer service and they told me the amount I win will be part of the bonus and will not be paid. Most like I can only get my deposited money of 3000 back.

I am shocked since the closure of my account, which lead to the unfulfillment for the withdrawal wagering requirement, is not my intention. Meanwhile, I have a concern that my account is closed because Just Casino doesn't want me to pay my winning.

Hello Yester1119,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JustCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Are you self-excluded at any license or sister casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thanks for your help.

My account has been verified since Jun 30, 2024, 03:55 AM (PDT).

I accumulate my winnings with real money at live casino tables only, I never use any bonus.

I did not self-exclude at any of Just Casino's sister casinos.

The last time I spoke to the casino would be Jun 30, 2024, around 6:00 AM (PDT). I asked whether they could re-open my account and the withdrawal details for my closed account.

Best regards,

Yester1119

Hello Yester1119,

It is possible that by requesting the withdrawal cancelation lock, they assumed that you might have issues with gambling and they prevented it by closing your gaming account.

I would recommend to wait out the 14 days withdrawal period if they going to pay out or not and we can then act accordingly.

Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru.

Dear Yester1119,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.