JustCasino - La cuenta del jugador se ha creado incorrectamente a pesar de la autoexclusión.

Dear Sir or Madam,

Unfortunately, I was able to create an account with you, even though I am permanently banned from your casino Justcasino.com, as part of the Dama NV group, due to gambling addiction.

Due to this oversight and the issue of gambling addiction, I have incurred a loss of €3,220.

Please refund the damages incurred to my bank account.

If you require any further documents, please let me know.

Sehr geehrte Damen und Herren,

leider war es mir möglich bei euch ein Account zu erstellen, obwohl ich bei eurem Casino Justcasino.com als Teil der Dama NV Gruppe aufgrund von Glücksspielsucht lebenslang gesperrt bin.

Durch die Lücke und die Problematik der Spielsucht ist mir ein Schaden in Höhe von 3.220€ entstanden.

Bitte erstatten sie den mir entstandenen Schaden auf mein Bankkonto zurück.

Sollten sie weitere Dokumente benötigen teilen sie mir dies bitte mit.

Dear Nodiposit,

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 send a confirmation about the extension of the self-exclusion applied to your personal information from the operator?
• Have you requested a refund of your lost funds from the casino already? With what result?
• Could you please share with me your communication with the casino? 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,

Unfortunately, the casino is keeping me waiting. I contact support every day, but I always get the answer that my case is still being processed.

Can you help me get an answer from the casino operator?

Screenshots of the chat attached.

Best regards

Hallo,

leider werde ich von dem Casino hingehalten. Ich kontaktiere jeden Tag den Support, jedoch erhalte ich immer die Antwort, dass mein Fall noch bearbeitet wird.

Können sie mir helfen eine Antwort von dem Casino Betreiber zu herhalten?

Screenshots vom Chat anbei.

Viele Grüße

Hello,

The provider confirmed to me on February 13th that the money would be refunded. Unfortunately, I have not received any money to date.

Best regards

Hallo,

der Anbieter hat mir am 13. Februar bestätigt, dass das Geld erstattet wird. Leider habe ich bis heute kein Geld erhalten.

Viele Grüße

Dear Nodiposit, Thank you very much for the update. 

• Could you please confirm you provided the information requested by the casino?
• Did the casino inform you they initiated the refund?

Please keep me informed about any further developments.

I received the refund. Please close the case.

Ich habe die Erstattung erhalten. Bitte den Fall schließen.

Dear Nodiposit,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru