JustCasino.io - La cuenta del jugador ha sido cerrada.

I signed up to Justcasino.io.

They emailed me a promotion offer. I lost (obviously).

However I deposited again and played a little, only won 80 euros.

I then uploaded my KYC documents. Next day my account is disabled. No messages or anything. Support has been non responsive and chat won't let you speak unless you are signed in?

Not sure what to do here.

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 specify which documents you sent to the casino for KYC?

Have any of your documents been checked and approved by the relevant department?

What games did you play?

Did you accumulate your winnings with or without a bonus?

When was the last time you contacted the casino customer support?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Could you please specify which documents you sent to the casino for KYC? Passport, selfie, bill and crypto details

Have any of your documents been checked and approved by the relevant department? No idea. Account was disabled after I sent them.

What games did you play? Wanted, some gamomats I think.

Did you accumulate your winnings with or without a bonus? No. This was an 80 WD from cash.

When was the last time you contacted the casino customer support? No one has contacted me. Emails ignored and can't get on chat without an account

Can you please confirm that the information on your identity documents matches the information in your casino profile?

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Also, if you have any evidence of your communication with customer support, kindly forward it to me as well.

Thank you for your cooperation and patience.

Yes it does.

The casino can share this with you as you upload it through their website, it is not an email system.

The casino has not responded to my emails as to what has happened and/or refund of the balance. So your help on this would be great.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the JustCasino representatives to join this discussion and provide any available information to help resolve this issue.

Dear JustCasino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Pretty sure they will just ignore you

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi