JustCasino - Player’s withdrawals are delayed due to a bonus dispute.

There is much, much more to talk about, but I will summarize my words with the main problem. They claim that I violated the terms and conditions of the bonus by placing a bet higher than 5 euros in roulette. This bonus, worth 2,000 euros, is a reward for getting first place in one of the tournaments, and they do not. They know that I read the terms and conditions of this bonus, as it is a reward amount and not a bonus restricted by terms and conditions. The proof is that I can withdraw the amount or use the amount to play.

they just slow fraud me more than one week

( the disputed amount of money is more 300000

euros)

because i didn’t mentioned the tournaments wins and the change of my account balance with out using it ,, but hat can i say professional thieves!

Dear falenizi36,

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.

Could you please send me the exact link to the tournament you participated in? Alternatively, if it’s easier, you may send screenshots of the tournament details along with its terms and conditions.

Was this a free-entry tournament, or did it require a deposit to participate?

Also, were there any wagering requirements attached to the tournament winnings that you needed to complete for your winnings to count as a real money balance?

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

Dear falenizi36,

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.

The problem for them is that I won. I do not feel that they defrauded me. Rather, I am sure and I have an additional argument against them. Why did they intentionally delay all of my withdrawals, knowing that they disabled me for more than a week? Also, during the period of closing my account on their site, they asked me to document a selfie with a date. Today, carrying my passport.. and a few days later, they asked for a video with the same requests.. and after they did not find any excuse. They said you are violating the conditions!! ...Knowing that I achieved this profit twice, but I lost the first time... Why didn't they do it ? Have you taken these measures in advance? That's because I lost, and this is clear because they just want to make money from everyone at any cost, so anyone who wins a lot with them will have problems with them, but it's okay if you win a little, you can withdraw. What a professional scam.

BTW I don't feel like they cheated me because I'm sure they did..

They can cancel my bets at any time like they always do, and it's not my fault when I play like everyone else in the casino! And why don't they refund my money if I lose due to violating the terms and conditions

and please Veronika It is not a bonus winning dispute.. It is a win dispute in one of the tournaments that is free from waggering and it is a reward for getting first place in one of the tournaments. It is also unrestricted and I have full authority to withdraw this amount or use it or play with it. 

Therefore, I hope that you change the word "bonus dispute" because it is not appropriate for my cause and supports their cause more 

Thank you!

Regarding this tournament, it is a tournament in which you collect points when you bet with your money, and the more points you play, the more points you collect until the tournament ends. I know that this may be their excuse, even if they have no excuse. Because they refused to transfer my profits after a long period of time, and while I was waiting, they asked for documentation. My identity through a photo. After I carried out their request, they asked me again for the video. In the end, we will not transfer the profits to you. Rather, we will close your account forever and cancel all your profits. Simply beware of them, players WWW.JUSTCASINO.COM

and this tournment is not free at all u just gain points when u gamble more.

I also did not mention and i don't know if i mention it before that I earned a little less than this profit a previous time, but I was greedy for more profit and lost all my balance.. Why didn’t they do what they did to me the second time?? That's because I lost the first time. My case is as clear as the sun 

I just need justice to take my money from them

Thank you for your replies. I understand that you are frustrated and disappointed with the way the casino handled your situation. However, to assist you effectively, I will need more information from you.

First of all, I still have not received any link or screenshot of the tournament you participated in. Also, I will need a screenshot with the Terms and Conditions for participation in that tournament. Thank you for your patience and cooperation.

hi veronika

this is a proof that im not wrong !

I just want to give you quick information that when I won, I was playing for almost a period of time, which may have been before 10/28/2024, until they closed my account on Wednesday, 11/2/2024, but they did not expect that I would wait for the withdrawals, which were worth 160,000 euros. It continued to remain suspended until this day, until they closed my account permanently, and always I receive transparent responses or an explanation of what is happening, and also expect that I will lose this amount as I lost it the first time because I am risking high bets.

..........................................................

Look at the screenshots... Previously, it said it was a reward for one of the tournaments (free cash)

Nowshe say that it is a free bonus subject to terms and conditions!! There is no transparency or clarity with this casino

Please request the casino to send you your entire gaming history in Excel format from the moment you activated the weekly Milky Way Bonus and won, up to the moment you requested the withdrawal of your winnings, and then forward it to me at veronika.l@casino.guru.

Our position towards maximum bet is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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. If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply.

Hi Veronica

i hope u get my points in my last replays to you, and i will try get from them an excel of this milky way bonus , and i asked if see my conversation with her but she always replies me with the case closed and the team will not look to your claims anymore!

hi

they didn’t replay to my emails at this moment even license authority didn’t replay my emails i don't know what to do

Thank you very much, falenizi36, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you falenizi36 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask JustCasino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi peter

thank you for sending me your message ,

i don’t know how but what i can do in this issue , they are ignoring me no answers in email , i don’t mind asking help from law , but where i can start law moves?

Hello everyone,

The customer's winnings stemmed entirely from a €150 free bonus credited on October 28, 2024, at 7:10 GMT. This bonus was subject to the standard wagering requirements outlined in our terms and conditions, including a maximum bet limit.

The customer's first bet was €100, and all bets placed while the wagering requirements were active exceeded the permitted maximum bet limit. The bets ranged from a minimum of €50 to a maximum of €1,600, which is a breach of the bonus terms and conditions. Consequently, a decision was made to void the winnings accrued from the original bonus.

Additionally, a tournament bonus of €2,000 was credited later on November 1, 2024, at 00:00:50 GMT. It is important to note that the customer's last recorded bet occurred at 10:24 GMT on October 30, 2024.

As a gesture of goodwill, we processed a total cashout of €5,000. This amount includes the €2,000 tournament winnings and an additional €3,000 granted as a token of appreciation for the customer's loyalty.

Best regards,

JustCasino Team

Thank you for the update JustCasino representative. Would it be possible to provide me with evidence of max bet rule violations to my email? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

The email has been sent, thank you.

hello everyone

justcasino…

even if a player who is not an employer in your casino and he don’t know there is terms &conditions, for a gesture's of good you should give him his winnings because he didn’t mean violation your terms as a decent casino , i asked another casino for the same case and they said we never take winnings from players .

and for a gesture’s of good you should allow me to take my profits and I'm still waiting answer why this not happen with me when i win big before like 275000 euro or more i don’t remember because you disabled my account , why this not happen with me and of course as i see and everyone see that i risk it high always and you know that , because when i asked your casino via email for a vip member you said you need to bet more and risk more and I did that and i always will do that. Because low bits have a low chance of winnings big .

look how u told me to risk more and bet more then when i win you said , your account suspended.

here i see you are using the terms and condition for your side and its a one sided situation here.

Thank you and i hope to see your replay soon.

Thank you for providing me with the information JustCasino representative.

Dear falenizi36, the casino has provided me with evidence of max bet violations. 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. We believe that this rule should be enforced at the software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished. Seeing how many violations of the rule were in your gameplay I unfortunately can't say that you didn't try to gain an advantage this way. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding!

Kind regards,

Peter