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Im soo angry, like I can take a Air and go find them.. I got a win of 260k and I recive a call from the vip Agent, Where told, you Money will be confiscate Becouse broke the rule of bonus, when I didnt have any bonus active or if was, the was already done and Money in account real Money, ready too cash out.. on the end they confiscated all my win and just give a 5k from not cry. This is the crazy ever think happen.. bigger scam

Dear sergut9994,

Thank you very much for submitting your complaint.

I'm sorry to hear about the frustrating experience you've had with the online casino regarding your win of 260k. To better understand the situation and assist you effectively, could you please provide us with some additional details?

• Can you specify the exact date and time when you received the call from the VIP Agent regarding the confiscation of your winnings?
• Were you informed of any specific rule of the bonus that was allegedly broken?
• Did you receive any written communication from the casino regarding the confiscation of your winnings?
• Have you previously encountered any issues with bonus rules or withdrawals from this casino?

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, if you have any relevant communication regarding this matter, please feel free to forward it to petronela.k@casino.guru.

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,

Petronela

here down you can see my win,

I recive a call from a vip agent on Monday 4, where explein me I will not recive my win and will get confiscated.. that mad. And in the end only give 5k as situation instead of 260k

they send me an email after a while too explein I breach bonus rules. Where is impossible becouse my money was full in the real money account. Plus they mention games I play before, and me I go the big win on different slot, where they don’t even mention

the first picture is before the bigger win

Hi sergut9994,

Based on the game history you provided, it appears that you exceeded the maximum bet allowed on multiple occasions. Please understand that if this is indeed the case, the casino acted in accordance with its rules by confiscating your winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

what is unjustified? I had a big win and it was all confiscated? and how does it work? If it is not possible to play with a big bet why is it available? to a win of 260k and only received 5k.. it's ridiculous and unfair

Also I got this big win in a different moment after wagered required was successful

Hi sergut9994,

I have checked the general bonus terms and conditions and this is what I found (here):

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CHF; 8 CAD/AUD; 8 NZD; 50 NOK, 430 RUB, 440 INR; 85 ZAR; 20 PLN; 120 CZK; 100 TRY; 0.000095 BTC; 5 USDT; 75 DOGE; 5 USDC; 65 TRX; 15 ADA, 0.06 LTC unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed, as well as bonus rounds (purchased within the game).

Unfortunately, based on the forwarded game history it seems that you breached the maximum bet rule several times while having an active bonus. Would you agree?

Thank you.

Total desgree becouse me a was already got a win before the bonus activate.. and the bigger win I got later on I had play almost 80k, soo that mean if I lose and play is fine, I can use the money, but if I will win I will lose. This is illogical.. aniway my lawyer already contact Dama as well. Soo they already also block me from the account.. for any reason, that’s mean’s they know they did somthing is not right.

Hi sergut9994,

After reviewing the email sent by the casino, do you concur with their assertion that you accumulated your winnings while having an active balance, but regrettably, breached the maximum bet rule on multiple occasions during the bonus wagering process?

Thank you.

not having direct access to my account, because I have already been blocked for no reason.. I could write what I want, and send false documents in which I write what I want.. just casino did this to me, because I am already at the casino level 3 and the money won was already in my real money wallet.. as I have already repeated, my lawyer is contacting dama n.v. the company at the head of justcasino.. so they will evaluate themselves whether I'm right or not 🫡😉

Hi sergut9994,

Regrettably, our options are limited in this situation. Although I acknowledge the possibility of implementing a maximum bet via software, it's important to emphasize that ultimately, the responsibility lies with the player to adhere to the specified betting limits. Opting for higher bets while playing with a bonus is not advisable, considering that most casinos impose restrictions on maximum bets during bonus wagering. Based on the evidence provided, it's evident that you placed numerous bets exceeding the limit while under an active bonus, resulting in the confiscation of your winnings.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.