JustCasino - Player's winnings were adjusted due to the unannounced max cashout rule.

I received 10 free spins worth a total of 1 euro, met the wager requirement of 40x and won over 1000 euros, only to eventually cash out 1050 which I awaited for nearly 3 days. Afterwards, they cancelled my cashout and suddenly claimed there was a max cashout on the bonus, which they never mentioned anywhere. They changed my balance to 300 euros instead of the 1050 and placed me back in the queue for cashout, despite being initially assured that I should not worry and that it wouldn't take long. Additionally, I was told their manager would personally handle my cashout. I still have not received anything and support refuses/cannot assist. I hope you can.

P.S. I have a few more screenshots of things like the chat and my payments that were cancelled.

Regards, Frederik

Dear Frebbyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from free spins? I have checked the Bonus Terms and Conditions, and this is what I found: 

If you have already made a deposit with JustCasino, any bonus winnings ***from a no deposit Free Spin (free offer/goodwill gesture)*** will be capped to a maximum of 300 EUR and currency equivalent as soon as the wagering requirements of this bonus are met. Any winnings over this amount will be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

I would like to emphasize that according to our Fair Gambling Codex, we consider imposed win limits to be unfair and predatory only when they are applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards

Veronika

I just don't understand that I was allowed to play with them and rank up and so on, but it wasn't until I wanted to cash something out that it was a problem

I understand your frustration. Some casinos cap winnings from bonus play after wagering requirements are met, while others only cap winnings upon withdrawal request.

Could you please advise what the current status of your withdrawal request is?

I have received 300 euros after I tried to withdraw 1050 euros. It took them 3 days to cancel my request and all of a sudden told me that there was a max cashout of 300 euros even though it was nowhere in the email I got or where you received free spins. I played for several 1000 euros and got up in rank and got free spins for wagering a lot. It was only when I wanted to pay out that they suddenly told me that I could get a maximum of 300 euros and that everything I would win from the 300 euros (which they changed it to) would be lost.

I was told several times by support that the money would come and that I didn't need to worry. The fact that it takes 3 times longer than they say withdrawals take and that they then end up canceling it and changing it to less than a third is really far-fetched and smells far-fetched.

Regards Frederik

Do I understand correctly that you received the winnings of 300€?

I'm sorry, but you cannot receive the remaining funds as you played with free spins that had a maximum withdrawal limit specified in the Terms and Conditions.

Received the 300 after I had to make a withdrawal again after they canceled the second one. I received them this week.

Thank you for the confirmation.

Since you played with bonus money and received the maximum allowed cashout, this complaint will now be closed as resolved. 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.

Best regards,

Veronika

Casino.Guru