JustCasino - 플레이어의 상금은 압수되었습니다.

I am filing this complaint against JustCasino due to a 30,000 NOK balance being removed from my account without proper warning or transparent enforcement of bonus terms.

I cleared the bonus and continued playing with what was shown as real money balance.

There was no lock, no warning, and no visible indication that a max win cap was still being enforced.

The balance was later reduced by 30,000 NOK without prior notice.

Chat support (agent Elisabeth) ignored these points and provided only canned responses.

I offered a fair compromise (settlement at 20,000 NOK), which was also ignored.

This feels like retroactive enforcement of terms that were not clearly communicated at the time of play. I’m requesting a fair resolution.

I have all screenshots and documentation available upon request.

Dear avisx,

Thank you very much for submitting your complaint. I’m sorry to hear about the balance reduction and the frustration you’ve experienced with the casino’s support team.

To help us understand your situation more clearly and proceed with your case, could you please clarify the following:

• Was your balance capped to the maximum win limit immediately after you completed the bonus wagering, and then later reduced again — or was it only capped once, at a later stage, without any prior adjustment when you first cleared the bonus?
• If possible, please forward any screenshots and chat transcripts you have to [email protected], as they will be very helpful for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Petronela,

Thanks for your quick response.

To clarify:

• My balance was not capped or reduced immediately after I completed the bonus wagering.

• After the bonus was cleared, I continued playing with what was displayed as real, unrestricted balance.

• There was no warning, software lock, or system message indicating that a win cap was still in effect or that I had exceeded any limit.

• Only after requesting a withdrawal did the casino void 30,000 NOK from my balance with no advance notice.

• The reduction happened in one action, much later — not immediately when the bonus was cleared.

I’ve sent screenshots to your mail of:

1. Chat conversation with support (agent Elisabeth)

2. Withdrawal confirmation

3. Account balance before and after the reduction

Please let me know if anything else is needed. I really appreciate your help in resolving this.

Sent the chat transcript in the second mail

Dear avisx,

Thank you once again for your quick replies and for providing the screenshots and chat transcript — it’s very helpful.

To better understand your situation and present your case clearly to the casino, could you please also:

• Forward your full game history for the relevant period, showing how your balance was transferred into real money after clearing the bonus and how you continued playing afterwards.
• Confirm whether the bonus you used was a deposit bonus or a no-deposit bonus?

You can send any additional files or details directly to [email protected].

Thank you in advance for your reply.

Dear avisx,

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.

Hi Petronela,

Thanks again for following up.

To answer your questions:

The money was bonus in the beginning, under the 50k limit. The money was turned into real money. i then made it into 80k. See the email with proof.

Unfortunately, JustCasino only allows me to view the last 50 plays in my account history. There’s no option to access or export the full history beyond that.

For now, I’ve attached screenshots of the available 50 plays, in case they’re helpful.

Just to confirm again: the bonus was completed, and I continued playing with what was shown as real, unrestricted balance. There was no warning, no lock, and no mention of a win cap until after my withdrawal request, when 30,000 NOK was removed.

Let me know if you need anything else.

Best regards,

Usman

Hello,

Just an update regarding my case:

I have tried to resolve this directly with the casino, but they are not cooperating. I have explained my points clearly and offered them a chance to reach a fair solution so I could close the complaint. However, they continue to refer to their terms without addressing the fact that the 50,000 NOK cap was not clearly communicated, and that it is significantly lower than their 5,000 EUR cap for other players, which shows inconsistent treatment.

I have also sent the full chat transcript to your email for your records.

Dear avisx,

Thank you very much for the update and for continuing to cooperate by sharing all relevant documentation with us.

To help us better understand the final stage of your gameplay and clarify your claim in front of the casino, could you please confirm:

• What was your exact balance at the moment you completed the bonus wagering?

This detail is important for us to verify the timeline of events and assess how the funds transitioned from bonus to real money. If you have any screenshot showing your balance at that specific point, please feel free to forward it to [email protected].

Thank you in advance for your reply.

Hi Petronela,

Thank you for the help so far.

Just to lay it out clearly:

• After finishing the bonus wagering, my balance was around 40k, so I put in a 40k withdrawal.

• I kept playing and won more, then put in a 20k withdrawal as well.

• So at that point, I had both withdrawals pending (40k + 20k), meaning my balance had reached around 60k.

• I then cancelled both withdrawals, continued playing, and turned the balance into around 80k in total.

• There were no deductions before I requested the final withdrawal on the 80k. The deduction only happened after I requested to cash out.

The main point is that the balance was always shown as real, withdrawable money, and I never saw any warning about a max win cap until they removed the 30k after my payout request.

Please see the screenshot of withdrawal history i sent, thats the only screenshot i have. Let me know if there’s anything else you need.

Dear avisx,

Thank you once again for your detailed reply and for sharing a clear breakdown of what happened — it’s very helpful.

Based on the information you’ve provided, we understand that:

• After completing the bonus wagering, your balance was approximately 40,000 NOK, and you requested a withdrawal for that amount.
• You then continued playing, increased your balance, and later requested a new withdrawal of 80,000 NOK.
• Only at that point did the casino apply the maximum cashout limit and remove 30,000 NOK from your balance.

We believe that the casino’s system may have only recognized the need to apply the cap when the higher withdrawal was requested — not earlier when the 40,000 NOK withdrawal was still below the maximum allowed.

Unfortunately, the maximum cashout rule is clearly stated in JustCasino’s bonus terms and conditions:

"Unless specified otherwise in the individual Promotion Terms and Conditions, any bonus winnings from any deposit bonus offer will be capped to a maximum of [...] 50,000 NOK. Any winnings over this amount may be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings)."

We fully understand how frustrating it must feel to see your balance treated as real and withdrawable — only to face a deduction later. However, because the bonus cap is defined in the terms, the casino has the right to enforce it, even if the timing of its application might seem delayed or inconsistent.

To make sure we understand your timeline correctly, could you please confirm:

• Did you complete the bonus wagering before submitting the first (40,000 NOK) withdrawal?
• Did the casino give any warning or mention of the max win cap before removing the 30,000 NOK?

Once we confirm these details, we’ll be able to wrap up the case accordingly.

Thank you again for your cooperation and patience — we truly appreciate your willingness to clarify everything.

Hi,

Yes, I can confirm:

• I had completed all bonus wagering before I requested the first withdrawal of 40,000 NOK.

• The casino never gave me any warning about the max win cap before they removed the 30,000 NOK.

What feels unfair here is that they let me keep playing and build up my balance without any software lock or notification about this limit. If they really enforced it, I shouldn’t have been able to continue playing after reaching 50,000 NOK. Also, their 50,000 NOK cap is lower than their 5,000 EUR cap, which doesn’t seem consistent or fair for different currencies.

i would really appriciate a faster resolution.

Dear avisx,

Thank you for your patience and for confirming the final details. I truly appreciate the clarity and openness you've shown throughout this case.

I understand how disheartening it must feel to see a large balance reduced — especially after you believed everything was settled and fully withdrawable. Unfortunately, after reviewing all available information, I must confirm that there’s nothing more we can do in this case.

The casino did not apply the maximum win cap twice. Based on your description and the documentation provided, it appears the deduction happened once, after your final withdrawal request. Although this may have felt abrupt or delayed, the key point remains that the maximum cashout limit was correctly enforced based on the bonus terms.

As you mentioned, the bonus wagering was completed, but since the winnings originated from a deposit bonus, the cap still applied. The relevant condition is clearly stated in the casino’s bonus terms:

"Any bonus winnings from any deposit bonus offer will be capped to a maximum of 50,000 NOK. Any winnings over this amount may be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings)."

I understand your concern about the difference between the EUR and NOK caps, but the casino has the right to define currency-specific limits — and in this case, since you played in NOK, the 50,000 NOK cap applies, not the 5,000 EUR one.

We agree that casinos could improve communication by providing better warnings or locking balances when limits are reached. That said, the lack of a system lock or visible alert doesn't invalidate the rules laid out in the terms, and we cannot challenge the enforcement of clearly written conditions.

With this in mind, we will now mark your complaint as rejected, as the deduction was aligned with the casino’s stated policy.

I'm genuinely sorry we weren’t able to help achieve the outcome you were hoping for. Nonetheless, thank you for giving us the opportunity to look into your case, and I wish you the very best moving forward.

Warm regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru