JustCasino - Player's account disabled during withdrawal process.

Hello everyone,

I played at this casino with a casino bonus on 20/02 this year and won some money. Just Casino after I made the withdrawal, they disabled my account, WITHOUT reasons 🙂

I went to chat support to see why after I completed the bonus and tried to withdraw ( I followed the rules, didnt break any 🙂 ) they said my account its disabled and I need to take some photos for security, so thats what I did!

First they asked me to take a selfie with my passport and the date / username/name . After some time they said they needed more pictures for security ( Keep in mind that I provided on site also my passport pictures/proof of my address and other verifications before they disabled my account).

Second they asked me to go outside and take a picture and also one where I had my passport and winked 🙂

After all these weird extra steps they took and I made sure I provided what they asked for, my account is still disable and after more then a week, they still have no updates on my account.

🙂🙂🙂 So im kindly asking you CasinoGuru Team to help me get through this and get all my winnings back

Thank you!

Dear fuglset208,

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 have you been a player of the casino?

What games did you play to accumulate your current balance in the casino? (slots, live games)

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

I ve been a player since 20 feburary this year and I ve won my money on slots games.

Thank you very much, fuglset208, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 fuglset208,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear JustCasino,

Could you possibly provide additional information regarding the delayed withdrawal and subsequent verification issues and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi fuglset208,

We have reviewed your complaint regarding the withholding of your winnings and the request of additional checks at our casino.

Firstly, we would like to clarify that as part of our commitment to maintaining a secure and fair gaming environment, we may occasionally request additional checks after a thorough review of gameplay. These checks aim to ensure compliance with our terms and conditions, as well as regulatory requirements. We understand that this process can be perceived as an inconvenience, and we apologize for any frustration it may have caused.

In relation to your specific case, we would like to inform you that we have carefully reviewed your gameplay activity and have processed your winnings in the full amount of 1400 EUR on March 7. We would like to assure you that we strive to process withdrawals promptly, and we appreciate your patience throughout this verification process.

We would like to inform you that upon consideration of the checks that were carried out, we have taken the decision to not reopen your account, in accordance with our terms and conditions "The Casino reserves the right to close your Player Account and to refund you the amount on your account balance, subject to the deduction of relevant withdrawal charges, at the Casino’s absolute discretion and without any obligation to state a reason or give prior notice".

We understand that transparency and communication are vital, and we apologize if we did not provide sufficient clarity on the reasons for the additional checks.

We wish you all the best.

Best regards,

JustCasino Team

Dear fuglset208,

Can you confirm that you have received your winnings so we can close this complaint in our system as resolved? We look forward to hearing from you.

Dear fuglset208,

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.

yes@! They gave me the money!

Dear fuglset208,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V, Casino.Guru