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I played at JustCasino and deposited 1500€. I then won 900€ and wanted to withdraw it. Now my account has been deactivated.

Habe bei justcasino gespielt und 1500€ einbezahlt habe dann 900€ gewonnen wollte es ausbezahlen jetzt wurde mein Konto deaktiviert

Dear Alban,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino deactivated your account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hello, I first verified myself and then asked specifically whether I was properly verified and the answer was yes. Then I deposited and played online roulette, first lost €1500 and then won €900 and wanted to withdraw it. After 2 days my withdrawal was still being processed. I then wanted to log in again but my account was deactivated.

Hallo ich habe mich erst verifiziert und dann extra nachgefragt ob ich richtig verifiziert bin die Antwort war ja. Dann habe ich einbezahlt und online Roulette gespielt habe erst 1500€ verloren dann 900€ gewonnen und wollte das auszahlen. Nach 2 Tagen war meine Auszahlung immer noch in Bearbeitung. Ich wollte mich dann wieder anmelden aber mein Konto wurde deaktiviert

played without a bonus

habe ohne Bonus gespielt

Thank you very much for your reply, Alban. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Alban,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.