JustCasino - Обліковий запис гравця закрито, а повернення коштів відкладено.

JustCasino has randomly closed my account without any explanation other than "administrative decision". After inquiring about it, they sent an email about refunding my deposits and asked for my ID and banking details. I sent them all the information and have not received any refund. The support team either says they do not know anything about a refund or they can/cannot issue a refund. The email clearly states that my account will be closed and that my deposits amount will be returned.

Dear BigDavo,

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

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

• Could you please advise what was your withdrawable balance when your account was closed?
• Could you please share your communication with the casino in which you attempted to resolve the refund issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello,

The refund was meant to be the deposits. There was no playable amount as the deposits were played through. The total amount was 4400 AUD.

Please see the attachments.

Please note that these queries go back to July.

Thank you very much, BigDavo, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you BigDavo 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 why was the player's account blocked and what can we do to help the player receive their refund.

Thank you!

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.

Two weeks ago, they sent me this email asking for proof they promised a refund; despite me showing the email multiple times by this point, I sent them proof the same day. It’s been two weeks and have no heard anything and have followed up twice. They haven’t replied here and will likely not reply to me. Terrible casino running a scam

Dear BigDavo, I am in contact with the casino representative, and are looking into your issue. I will give them additional time to respond. Thank you for your patience during this time!

Thank you. If you are able to provide any updates for me as the casino seems to ignore all my attempts at communicating, that would be fantastic

Hello,

Any update?

Dear BigDavo, the casino representative has explained that the customer support manager has incorrectly offered you a refund. After a review of your gaming history, it turns out all the funds were deposited and played until lost so unfortunately, you are not eligible for any reimbursement. With that in mind, I am forced to reject your complaint. Thank you for your understanding, 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.

Kind regards,

Peter