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Hey! i can't get my money out.. i won 10 euro on a stream and played up to 10,000 kr and can't get it out.. i tried to get it in on coinbase but it says i have to make a deposit and i chose then deposit 10 euros but I still don't get the money.

tjena! jag kan inte få ut mina pengar.. jag vann 10 euro på en stream och spelade upp mig till 10.000kr och kan inte få ut de.. jag försökt få in de på coinbase men det står att jag måste göra en insättning och jag valde då att lägga in 10 euro men jag får fortfarande inte ut pengarna.

Dear bennytran00,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Were your winnings accumulated with or without an active bonus, please?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hi petronela!

I have verified my account, the only thing that comes up when I want to withdraw money is that I can't withdraw money until I have deposited money but when I try to deposit 10 euros through bitcoin it doesn't work either? and it says that I should be able to deposit through skrill and withdraw through skrill, but the payment method is not available? I have not had any bonus active while I have played up my balance. so please help me get the money out!!

hej petronela!

jag har verifierat mitt konto, det enda som kommer upp när jag ska ta ut pengar är att jag inte kan ta ut pengar förens jag har lagt in pengar men när jag försöker lägga in 10 euro genom bitcoin går det inte heller? och det står att jag ska kunna lägga in genom skrill samt ta ut genom skrill men betalningsmetoden finns inte? jag har inte haft någon bonus aktiv medans jag har spelat upp min balans. så snälla hjälp mig få ut pengarna!!

Do I understand correctly that you didn't place any real money deposit yet? Were your winnings accumulated from a Free Chip worth of €10?

just!

precis!

I have just verified myself with a driver's license and passport and fixed my bank details but they have taken all my balance?

jag har nyss verifierat mig med körkort samt pass och fixat bankuppgifter men de har tagit all min balance?

Thank you, bennytran00, for the update. I have checked the general bonus terms and conditions, and this is what I found (here):

"9. BONUSES

...

9.4. The maximum amount of money to be won from a no deposit free spin bonus and gameplay with mentioned bonus funds is 50 EUR or any other currency equivalent. Any winnings exceeding 50 EUR without making a real money deposit will be void and will be kept by JuJuBet. Example, a customer receives a no deposit free spins bonus. The free spins get played out and the customer wins 10 EUR. The customer proceeds to play other games and wins 90 EUR, totaling 100 EUR in the JuJuBet cashier. In this case the customer has exceeded the cap of 50 EUR winnings, 50 EUR will be available for withdrawing and 50 EUR will be kept byJuJuBet."

Please understand that if your winnings were accumulated from a free bonus, you'd be entitled to a maximum cashout of €50 only. Could you please advise how much is your active balance now? Were the winnings capped or voided completely? Looking forward to hearing from you.

I haven't played bonus games without real cash.

jag har ju inte spelat på bonusspel utan real cash.

You haven't placed any real money deposit, is that correct?

Yes, that's right, but an agent who works at jujubet put in 10 euros that I won on a giveaway and it was real balance, not a bonus

Ja det stämmer men en agent som jobbar på jujubet la in 10 euro som jag vann på en giveaway och det var real balance inte ngn bonus

Please understand that any Free Chips and No Deposit Bonuses are considered bonus balance. Therefore, the maximum cashout would apply when you request a withdrawal. Could you please advise how much is your active balance now? Were the winnings reduced or voided completely? 

I don't have anything on my account right now! But they have withdrawn my balance of a total of 2000 euros? The agent himself has said that he has made a manual withdrawal?! I have to get my money?!!

Jag har inget på kontot just nu! Men de har ju tagit ut mitt saldo på sammanlagt 2000 euro? Agenten sjölv har sagt att han har gjort manuellt uttag ?! Jag måste få mina pengar?!!

Thank you very much, bennytran00, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

How do I contact your colleague then?

hur tar jag kontakt med din kollega då?

Hello, bennytran00,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Juju.bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Juju.bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Did he use a no-deposit bonus or, as he claims, were the disputed funds won from real money? What steps should the player take to withdraw his winnings and how much is he entitled to?

Thank you in advance for providing the information.

These are the withdrawals that the agent has made on my account, so I can't make my withdrawals? Very scary!

Detta är uttagen som agenten har gjort på mitt account så jag kan ej göra mina uttag? Jätte skumt!

here the agent put in my 10 euros which I won real balance not bonus! Same system as the sockets!

här la agenten in mina 10 euro som jag vann real balance inte bonus! Samma system som uttagen!

Dear bennytran00,

I received a reply from the casino's customer support, and this is the provided information:

• No real money has been used/The casino's system cannot see any real money being used on your account
• The winnings from the free money are capped at €50
• It is still not clear to the casino why you claim you played with real money

Allow me please a few questions to clarify the situation.

How did you find out that you played with real money and not bonus money? Were there any wagering requirements related to these funds? In case the received funds were in your real money (withdrawable) balance, do you have a screenshot of that? If there is any communication between you and the mentioned Juju.bet Casino agent, can you please send me the whole conversation with them to my email (branislav.b@casino.guru)?

You claimed it is not possible to make a deposit - were you informed that your withdrawals should be processed without verifying the payment method used?

When I played it said real balance and not bonus cash. There were no wagering requirements either! After all, I have sent you screenshots that the agent has withdrawn my money in several rounds with debit manual withdrawals??! I have only had contact with the streamer that I won the 10 euro real balance which I then played up to 2000 euro! We have been in contact via Instagram and the streamer asked for my email so the agent could deposit a 10 euro balance to me, which he then did in the same way he took out my winnings! No, I was not directed to verify myself until you at guru asked me to do so and I have done that with a driver's license and entered my bank details on the page!

Nör jag spelade så stod det real balance och inte bonus cash. Det var inga omsättningskrav heller! Jag har ju skickat till dig skärmdumpar som agenten har tagit ut mina pengar i flera omgångar med debit manual uttag??! Jag har bara haft kontakt med streamern som jag vann de 10 euro real balance som jag sedan spelade upp mig till 2000 euro! Vi har haft kontakt via instagram och streamern bad om min email så agenten kunde lägga in 10 euro balance till mig som han då gjorde på samma sätt som han tog ut mina vinst pengar! Nej jag blev ej hänvisad att verifiera mig fören ni på guru bad mig göra det och det har jag gjort med körkort samt lagt in mina bankuppgifter på sidan!

Here you can se real balance during my gamble

Dear Juju.bet Casino Team,

Could you please look at my last email and provide me with the requested information and data?

Looking forward to hearing from you.

where did you send the email? Haven't received anything in the mail.

vart har du skickat epost? har ej fått något på mailen.

The email was sent to the casino's customer service, from which the casino contacted me. Unfortunately, no relevant information has been provided. So, currently, I am waiting for the casino's email with the required details.

Thank you for understanding. I will let you know once I have any news.

I have just emailed you with pictures as well, then I have screenshots of the conversation but it is in Swedish.

Jag har precis mejlat dig med bilder också sen har jag screenshots på konversationen men den är på svenska.

While we are waiting for the casino's email and additional data, feel free to send me all the communication.

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.

Dear bennytran00,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without further cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru