The player from Germany had deposited 1500€ at JustCasino and won 900€, but then faced issues withdrawing the winnings due to account deactivation. The Complaints Team had attempted to gather more information regarding the player's verification status and communication with the casino but received no further responses from the player. As a result, the complaint was rejected due to insufficient information to proceed with the investigation.
JustCasino - Player's account has been closed.
Amount: €900
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
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
I played at JustCasino and deposited 1500€. I then won 900€ and wanted to withdraw it. Now my account has been deactivated.
Automatic translation:
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4 weeks ago
Dear Alban,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before the casino deactivated your account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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4 weeks ago
Translation
Hello, I first verified myself and then asked specifically whether I was properly verified and the answer was yes. Then I deposited and played online roulette, first lost €1500 and then won €900 and wanted to withdraw it. After 2 days my withdrawal was still being processed. I then wanted to log in again but my account was deactivated.
Edited
Automatic translation:
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3 weeks ago
Thank you very much for your reply, Alban. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
