JustCasino - Player’s account is closed, and winnings are confiscated.

I deposited 30 dollars with a 350% bonus, met the wagering requirements, and won about 170 dollars. My winnings were confiscated and 30 dollars were returned to my account. They asked for several documents, which I sent. I requested the withdrawal of my deposit through the Pay4Fun method but it was rejected. I then requested it through the cryptocurrency method, and it was pending. When I tried to access my account again, it was blocked. I would like to receive my deposit back. Could you please help me?

Dear leonardocaragua100,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

1. Firstly, did you receive any explanation from the casino after the winnings you accumulated with a bonus were forfeited? What types of games did you play with this bonus?
2. Could you please specify which documents you sent to the casino for verification and when exactly you sent the last one?
3. Did the casino send you any email after your account was blocked? Has your account been blocked permanently, or only temporarily until the verification process is finished?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

1- I haven't received any explanation but my son has an account in this casino, it must be their terms of duplicate account, but I just want my deposit back, because I already have experience with these rules of these casinos.

2-my account has already been verified.

3- I sent an email asking for bank details and I sent all the details, from what I saw my account was closed, with pending withdrawal of my deposit, as I told you earlier my winnings were confiscated and they returned to my account my deposit of 30 dollars, I withdrew in cryptocurrencies with confirmation of email all correct, I was able to enter the account, but now I can't anymore.

And I answered all the emails they asked for.

If you want, I'll send you the emails.

I received my deposit in cryptocurrencies, you can close the complaint thanks Casinoguru.

Dear leonardocaragua100,

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, 

Veronika Lash 

Casino.Guru