JustCasino - Player’s winnings have been confiscated.

1) I have deposited 1000$ and got a 500$ bonus.

2) I wagered the 40x that was required and was supposed to withdraw 3800$.

3) as I have bet over the max amount per bet at some occasion they declined the withdrawal.

4) I am asking that they reimburse at least the deposit (1000$).

5) if I would have lost they would have had no problem with it but as I won they are being abusive with applying unfair terms and conditions that are really hard to understand (and the casino had let me bet so…..).

6) they say they are withholding the winnings for those reasons but they are in fact withholding MY DEPOSITS.

Dear genevieveseguin23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CHF; 8 CAD/AUD; 8 NZD; 50 NOK, 430 RUB, 440 INR; 85 ZAR; 20 PLN; 120 CZK; 100 TRY; 0.000095 BTC; 5 USDT unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed, as well as bonus rounds (purchased within the game)."

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi,

Thank you for your reply.

I am not arguing that I did not respect the terms and conditions and therefore I am not disputing the withholding of winnings (not knowing is not an excuse).

That said I do feel that keeping my deposits is abusive. It’s money that should be considered as "not played"… They would have keep it if I would have lose.

Fare enough that I am not eligible to the 3800$ winnings but not at all to keep the money that was deposited.

If they say that the 520$ that is not associated to a bonus was lost (I didn’t want to deposit this amount twice and withdrew it as soon as deposited), I would like to argue that therefore my bet that were above the max bet were made with the deposit for which I didn’t have a bonus. 

I sent you the transaction history as well as proof of my deposits by email.

Thank you very much for your reply, genevieveseguin23. Could you please clarify if you played with the deposit?

Additionally, 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.

Hi,

No I didn’t play with it.

1) first deposit was made at 2:57 pm

2) second deposit was made at 3:16 pm (I didn’t want to deposit this amount twice and as soon as I noticed I withdrew it).

3) at 3:32 pm I withdrew the second 500$. The first deposit was not available for a withdrawal as it was associated with the bonus.

4) you will notice that this withdrawal has been rejected by the casino.

i am sending you the correspondance by email.

Do I understand correctly that the casino didn't return the deposited amount back to your casino account after the withdrawal request was rejected? Could you please advise how much money you currently have in your casino account?

Hi,

You understand correctly. The casino did not return the deposited amount back in my casino account after they rejected the withdrawal request.

i currently have 0$ in my casino account.

I would also like to add that even though it was a 500$ deposit the casino charged 531.06$ to my credit card.

this is the disputed amount. I am requesting the casino to return the 531.06$.

Thank you very much, genevieveseguin23, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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 genevieveseguin23,

I have reviewed your case and will contact the casino to see if I can help. Before I do so, I want to be sure I understand the situation fully, so please let me know if the following is correct:

1. You made a deposit of $500 and also claimed a bonus on this deposit.
2. You accidentally made a second deposit of $500
3. You then made a withdrawal of this second deposit, leaving you with the first $500 and the bonus.
4. You then wagered the bonus, but because you broke the max bet rule, the entire balance was confiscated.

The bonus you played was the Moon cycle reload, am I correct in stating that you have previously claimed and played the welcome bonuses? Please let me know if I have misunderstood anything.

Kind regards,

Adam

Hi,

For #4 this is correct except that they did only confiscated the winnings but refunded the deposit of 500$.

The issue resides with the second 500$ that was accidentally deposited as they claim it was lost. With the transaction history it is obvious that I withdrew it right away with no intention of playing it.

What I « played » was the first deposit and

the bonus.

Hello genevieveseguin23,

Thank you for clarifying the information.

We would like to invite Just Casino to join the conversation and participate in the resolution of this complaint.

Dear Just Casino,

Can you please provide some insight into what has happened to the player's deposit?

Kind regards,

Adam

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.

Dear genevieveseguin23,

I have not yet had a response from the casino, but have again tried to contact them via Skype. In the hope of finding a resolution to the complaint, I would like to extend the timer one more time to allow for a response. If there is again no reply, the complaint will be closed as previously stated.

Kind regards,

Adam

Dear genevieveseguin23,

I made contact with the casino via Skype, and they have investigated the situation. They have asked me to post the following response from them, as due to technical difficulties they are unable to post it themselves:

"Hi genevieveseguin23,

First and foremost, we would like to present our apologies to you for the inconvenience caused by the matter.

Having thoroughly reviewed the situation, we have indeed noted that the first deposit for $500 that you had initiated shortly before the second one was credited with a delay, which led to the funds being credited to your balance whilst you were betting on the games.

With the above in mind, it is absolutely clear that the extra $500 deposit should have been returned to you upon settlement of the cashout, and as such we have returned $500 to your account.

We would kindly ask you to login at your earliest convenience and request the cashout to your preferred bank account, and you may reach out to our support team on chat after doing so in order to ensure the payment is issued in the shortest possible time.

We will also take onboard your feedback to improve our process in order to avoid as much as possible situations such as this from occurring in the future.

Please feel free to reach out to us should you have any further questions.

Thank you for your patience in this matter and once again please accept our deepest apologies for the inconvenience.

Best regards

JustCasino.com Team"

The casino has stated that the funds have been returned to your account, can you please confirm that the matter has now been resolved?

Kind regards,

Adam

Finally!!! Yes, thank you so much for your help with this case.

Dear genevieveseguin23,

As your funds have been returned to you, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, genevieveseguin23, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Adam