JustCasino - Player's withdrawals are being rejected after account issues.

This dates back to some to start of the year I won a lot of money and decided to put account on cool down mandatory wait time is 24 hours after you ask to have it unlocked. I messaged me being silly they did it strait away violating there own rules then they suspended my account so I couldn’t play casinos I thought it was just a bug I had no idea it was suspended.So I made a new account and with free money it worked fine and not on the last one they are rejecting my withdrawals and saying it’s with the relevant team and will notify me never gettting anywhere and just the same process every time I ask. I feel they stuffed with cool down period then decided to suspend it with out notification then decide to hold my money from me

Dear Azpollock_4,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JustCasino.

Please note opening multiple accounts is prohibited in online casinos. Opening more than one account is considered a breach of casino rules and might cause you issues such as confiscation of funds.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your winnings of A$3500 were accumulated on your first account roughly one year ago?
• Are these winnings still on your account?
• Have you completed account verification for that account?
• Could you please explain under which circumstances was your original account blocked?

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,

Tomas

No this winnings we’re done on my current account,and yes they are still on my account, and it got suspended because they broke procedure and immediately took me off a cool down period when it has a mandatory 24 hour wait time so I told them it was un acceptable. So they decided to say sorry and something will happen to no reply and to have old account suspended. In that case I was annoyed because I lost a lot of money when I was suppose to be in a cool down mode. But then I recently opened a new one due to not being able to use my old account thought it was being faulty. And now they are saying my money is getting looked at by the relevant team and no real answers. There was no bonus money used all mine.

And the yes I had completed a verify check I got a withdrawal 3 days prior

I seek compensation for the money with was lost due to my account be re activated when it was not suppose to be in cool down witch breaks company policy of when requested to stop cool down it has to then be a full 24 hours after request not strait away and the full 3500 back witch im still waiting on

Dear Azpollock_4,

Please understand creating more than one account is prohibited in most online casinos. Breaking these rules might cause your accounts to be suspended and the balance voided If you knowingly opened a new account we might not assist you with the consequences and we cannot ask for your winnings from the second account to be paid out.

We believe that if you self-exclude an online casino due to gambling problems, the casino should suspend your account and reasonably prevent you from opening a new account. If such protection fails, we believe you are eligible for a refund. A simple cool-off period or account closure doesn't represent the same protection in our view. In such cases, you are fully responsible for any wins and losses.

Even if you probably didn't mean to break the rules of the casino, we are unfortunately unable to argue in your favor for the casino to pay out your winnings and the complaint will therefore be closed.

If you happen to have your account blocked in the future in an online casino, I would strongly recommend against opening new accounts as this will most likely be used as a justification to not pay you.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.