JustCasino - 플레이어의 출금이 압수되었습니다.

Hi guys,

I am submitting a formal complaint against JustCasino, operated by Curaçao Gaming Control Board (license no.OGL/2024/164/0246, for the unjust cancellation of my $6,000 AUD withdrawal and confiscation of my account balance without valid justification or evidence.

On 14 July 2025, I won $6,000 AUD while wagering with an active bonus and submitted a withdrawal request. During this time, I contacted JustCasino’s support and was told I had wagered $9,000 of the required $10,000 to meet bonus conditions. I completed the final wagering, as instructed, and requested the withdrawal in good faith.

On 16 July 2025, I received an email stating that my withdrawal was cancelled and my entire $6,000 AUD balance was removed, returning only my original $50 deposit. I was told this was due to exceeding the maximum bet allowed during bonus play.

I formally disputed this decision the same day and requested a full gameplay log and evidence. JustCasino acknowledged my complaint but only provided a CSV file containing deposit and withdrawal records — no gameplay data or proof of any breach was supplied. Despite giving them a 7-day deadline, they failed to respond or resolve the matter by 23 July 2025.

Additionally, their system allowed bets over $8 AUD without any warnings or restrictions, which contradicts their bonus terms and places players at risk of unknowingly breaching rules — only to have winnings voided retroactively. I believe this is deceptive and warrants review.

Please find attached a ZIP file titled JustCasino_Dispute_Evidence_Final.zip, which includes:

• Screenshots of all relevant chat conversations

• Email communications

• Their DSAR response showing the lack of wagering data

I respectfully request that you investigate this matter and take action to ensure JustCasino is held accountable to the standards required by its license.

Sincerely,

*****

Country: Australia

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. From the casino's bonus terms and conditions: https://www.justcasino.com/en-AU/bonus-terms-and-conditions

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Our position 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.

Please allow me to ask further questions so I may better understand the situation.

• Could you please explain how high your bets were, to your knowledge?
• Have you activated any bonus features in any of the slot games you played?
• Have you played slots exclusively?
• Has the casino provided examples of bets where you allegedly broke the maximum bet rule?
• If the casino provided you with game history or other relevant information, you can share it here or send it to my email at [email protected]

Thank you in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Scuziislayin,

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.

Subject: Re: JustCasino Dispute – Additional Information Regarding Bonus Terms

Dear Tomas,

Thank you again for taking the time to review my dispute against JustCasino. I appreciate your support and the opportunity to clarify the situation further.

Responses to Your Questions:

1. How high were your bets, to your knowledge?

Some bets exceeded the $8 AUD maximum bet cap. However, these were made after I contacted JustCasino support and was instructed to continue wagering up to $10,000 AUD in order to meet bonus withdrawal requirements. No warnings were provided, and the system allowed those wagers to proceed.

2. Have you activated any bonus features in slot games?

No. I did not purchase or intentionally activate any bonus rounds or features. I accepted the 500% deposit match bonus on a $50 AUD deposit, and all bonus rounds were part of regular gameplay, not purchased.

3. Have you played slots exclusively?

Yes, I played slots exclusively during the wagering period.

4. Has the casino provided examples of bets where the rule was broken?

No specific examples were provided. JustCasino sent a CSV file with my full bet history but left it to me to identify any supposed breaches. I did find several bets over $8 AUD, though again, these occurred after I was told to continue wagering to $10,000 AUD.

5. Have they provided chat logs or timestamps?

No. I requested full chat logs with timestamps via email. JustCasino support told me to refer to the online chat in my account, but that feature does not include timestamps or dates. I followed up via email again and am currently awaiting proper chat transcripts.

Additional Details:

I did not receive the CSV file with my full bet history until after 23 July 2025, which was beyond the deadline I had set in my formal dispute request.

The $50 AUD credited back to my JustCasino account after my $6,000 AUD withdrawal was cancelled remains untouched. I have not placed any further bets since the reversal.

I have compiled and will email you a ZIP file containing:

The CSV bet history

Screenshots of support chats

All email communication

Summary of Concerns:

I followed JustCasino support’s instructions and wagered in good faith

The system allowed bets over the cap without any warning or restriction

My $6,000 AUD in winnings was erased without a chance to address or appeal the issue

I had no way of knowing I breached any rule, especially given the misleading guidance I received

I’ll send the ZIP file to [email protected] right after this email. Please let me know if anything else is needed. Thank you again for your help.

Kind regards,

Scarlett

Australia

Thanks for the explanation.

Kindly send the game history with the records of all your bets to my email at [email protected]

I you sent the email with this information already, I unfortunately couldn't find it.

I apologize for the inconvenience.

Hi Tomas,

I emailed the bet history JustCasino sent to me, email thread of communications between myself and JustCasino and screenshots of chat communications as Justcasino have refused to send me timestamped transcripts of these so far.

I appreciate your assistance and look forward to hearing from you.

Kind regards,

Scarlett

I went over the game history you provided.

Unfortunately, we can argue in the player's favor only if the maximum bet breach appears to be accidental.

From the records you provided, we unfortunately can't reach this conclusion, since 291 bets overall were over 8 AUD during the wagering of the bonus.

Consequently, based on our position on the matter I explained previously, the complaint will be rejected. 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 issues with any online casino in the future.