JustCasino - El retiro del jugador se retrasa debido a una confusión sobre el bono.

I was playing with a deposit bonus and I'm a VIP player and have never had any issues. This happened on the 10th of january I reached playthrough and normally my bonus balance transfers so I can withdraw for some reason. So i went to chat and they immediately put in a dispute to find out what happened. I have been checking daily case # 81450 they have been saying its been sent to the game provider to see what has happened. Then all of a sudden I check today and they said its a non cashable bonus ... like what .. firstly the email didnt state that and nothing on their website t and cs says anything about it . So i went to chat and asked again and they have once again put a dispute forward. Below is the part of the conversation I had just now

Dennis, I apologize once again for any inconvenience caused. Please be assured that we are doing our utmost to resolve this matter promptly. Kindly contact us again later for an update on your case.

Clark • 3m

why did the previous agent say about non cashable bonus then ?

Dennis • 1m

This information was provided to us, therefore we passed it to you, however I can see that there are some inaccuracies which I want to discuss further with our relevant team, therefore I kindly ask you to contact us a bit later for an update on this.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot or a link to the bonus you activated and played with?
• What games did you play while your bonus was active?
• How much money did you deposit to receive the bonus in question?

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

can i email the bonus they emailed to me im having issues screenshotting ..

as for games i played all the games Ive played in the past .. but when this happened I was playing legacy of dead by play n go I deposited $200

Please forward me the bonus details along with all the communication between you and the casino customer support regarding your issue at veronika.f@casino.guru. Thank you for your patience and cooperation.

i only really have online chats but have sent the email offer

Hello denedub,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear denedub

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello denedub,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite JustCasino to join the conversation.

Dear JustCasino,

Could you please provide supporting evidence confirming that the bonus used by the player was clearly advertised as a sticky bonus?

Additionally, I would appreciate it if you could clarify the sequence of events that led to this misunderstanding and share your perspective on how this situation occurred. We would also welcome your thoughts on how this matter might be resolved fairly.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Thank you in advance for your cooperation.

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.

I have just received the funds back in my account. After repeatedly lying / false information I just get an emailing saying sorry for the inconvenience? No reason for what happened. I must say that is the most disappointing part

Greetings everyone,

Thank you very much for bringing this matter to our attention. We were able to conduct thorough investigation which confirmed that there was an issue with bonus set up due to human mistake. We deeply apologise for the inconvenience and that the matter wasn't resolved in a timely manner.

We have contacted denedub internally, and the funds were returned and are available for instant cashout.

We hope for your understanding,

JustCasino Team

Thanks for the internal reply but considering the lengths I had to go to for someone to listen was atrocious and to get basically a generic reply was disappointing. I will probably never play here again

So I go to withdraw funds and they cancel it telling me I have to play the deposit 3 times. I go to chat and use more of time explaining the issue. I'm sorry but at the time I had a larger balance and only played the left over because you guys said it was a sticky bonus and only when I approached casino guru you guys changed the story. I spent hours chatting and chasing and I had to again. I think under the circumstances you should have provided some compensation

Dear denedub,

I am pleased to see that the situation has progressed positively, although it still has some way to go before reaching an optimal resolution.

Dear JustCasino Team,

Could you please consider how you might accommodate the player in this matter?

Hello Michal,

We would like to inform you that the withdrawal requested by the player was approved within 3 hours of submission.

With this action completed, we consider the matter resolved.

Kind regards,

JustCasino Team

Close it. Im closing my account

Dear JustCasino Team,

Thank you for your response.

Dear denedub,

I understand how disappointing this experience must have been for you, and I can agree that it was far from ideal from a user perspective. Situations like this can certainly leave a negative impression.

That being said, I’m glad that the main issue—receiving your winnings—has now been successfully resolved. Ultimately, the decision whether to continue playing at JustCasino or explore other casinos is entirely yours.

There are many alternatives available, so you’re free to decide what suits you best.

With this in mind, may I consider the case resolved, or is there anything else I can assist you with?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear denedub,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru