JustCasino - Player’s account is closed.

Dear Casino Guru,

I was playing at the casino JustCasino. Made a deposit of 300 € and made winnings so that by balance was some cents over 900 € and made a withdrawal.

But I only got my deposited 300 € back to my bank account and my game account had been closed by the casino when I tried to lock in. I sent several emails but only got the following response, without any explanation:

"Thank you for contacting us in regards to your account ;

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Due to administrative decision, 600 EUR out of 900 has been substracted and the rest 300 EUR refund has been processed.

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Should you have any questions or doubts, please do not hesitate to contact us via email support@justcasino.com or via chat.

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Thanks for choosing JustCasino.

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Best regards,

JustCasino Team"

Guite a profitable casino for the casino owner, if they allow deposits made but don't pay any winnings. I found some relatible complaints about the casino.

Dear Christiina841,

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 if your account was verified?
• Did you accumulate your winnings with or without an active bonus?
• Have you received a more detailed explanation regarding the blocked account and confiscated winnings? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Kristina,

I asked for the reason multiple times from the casino but only got the answer "administrative decision".

I did not have or use any bonuses.

I can't remember for certain, if the account was verified, as I was no longer able to log in.

Thank you very much, Christiina841, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Christiina841,

I am so sorry to hear your account got blocked and the funds confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a JustCasino representative to join this conversation and participate in resolving this complaint.

Dear JustCasino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings CasinoGuru and Christiina841,

Thank you for reaching out to us and bringing this matter to our attention. We want to assure you that we take all player concerns seriously and strive to provide a fair and transparent gaming experience for everyone.

After thoroughly reviewing your case, we have found that your account was closed as per an administrative decision. Please, note, that 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 - as per our Terms and Conditions.

However, we understand that this decision may have caused inconvenience and frustration for you. In light of your feedback and as a gesture of goodwill, we have taken your concerns into consideration, and we have decided to refund the accumulated winnings in addition to the refunded deposits. We believe this resolution demonstrates our commitment to customer satisfaction and fairness.

We apologize for any confusion or inconvenience this situation may have caused, and we sincerely appreciate your understanding.

Best regards,

JustCasino Team

Dear Just Casino,

Thank you for your response and the information provided.

Hello Christiina841,

Did you manage to receive all the deposits and winnings?

I'll be awaiting your reply.

Dear Christiina841,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.