Juice Bet Casino - プレイヤーの賞金は没収されました。

I signed up in August. Didn't even mean to take a bonus. Only deposited around $150/$190 so they gave me a bonus of $96. I raked up the account a few grand. Tried to make a withdrawal of $473k. They paid that sand took 797$ out of my account as a void credit from my bonus. Few weeks later I made a 1k withdrawal. They paid me 500 and put other 500 in my account. I made 2 more withdrawals of 500 which were paid. Last week I made a withdrawal of 800. They paid today 451$ and took the rest out of my account so it's at 0. I would of had 6766.74$ but they voided it as a credit correction on client and they won't reimburse my money. My bonus was rolled over months ago..if I had know they wouldn't pay me more than 1924$ then why didn't they notify me or flag my account when it went over this but my account is at 6.7k and they took everything. This is completely wrong and should not be tolerated

Dear shaneleonard101,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I checked the T&Cs and I found this:

The Deposit Bonus itself cannot be cashed out, so its initial amount given by the coupon will be deducted during the payout process.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification?

Did you accumulate all your winnings with or without an active bonus?

Could you please specify the bonuses you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

Yes I passed the verification once I requested my first withdrawal

My rollover was around 1150$ which I rolled over back in September, since then I've been playing with my own money. My account never went to zero and I never made anymore deposits.

I think it was the Juicebet welcome bonus that I used

I've attached screenshots. Let me know of you need anything else

Thanks

Shane

Hello

Any update on my case?

Thanks

Thank you very much, shaneleonard101, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello shaneleonard101,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Juice Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Juice Bet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello

Any update from juicebet?

Thank you

Hello shaneleonard101,

I have contacted the casino outside of the complaint thread and hope we get a response as soon as possible.

Thank you

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.

Okay thank you

Hello shaneleonard101,

I am in contact with the casino representative outside of the complaint thread and we are trying to resolve some technical issues. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Okay thank you very much Stefan. It's very much appreciated

Hello

Any update on my case?

Thanks

Shane

Hello shaneleonard101,

Thank you for your feedback

Please note that according to our records, on August 8th you activated a bonus with the maximum payout limit of x20 of the amount of your deposit. Since you made a deposit of 96.16 CAD to activate this bonus, the maximum possible amount that can be paid out from this bonus is 1923.20 CAD.

We would like to emphasize that according to the Terms and Conditions which you have accepted upon your registration, "The bonuses offered at JuiceBet may vary depending on the Game Providers and Bonus Categories. The Player should check available games, Wagering Requirement, and Maximum Payout limit in Terms and Conditions of each bonus before claiming it."

Upon your first payout request of 474 CAD made on September 17th, 797 CAD were deducted from your balance as they exceeded the maximum payout limit of the bonus the winnings were gained from. However, since the remaining winnings on your account balance were winnings from the mentioned bonus, the maximum payout limit was still applied. On December 9th when your latest payout has been approved your balance exceeded the maximum payout limit of the bonus by 6,766.74 CAD, thus, this amount was deducted from your balance and a total of 1924 CAD has been paid according to the Terms and Conditions of the bonus you used.

We sincerely hope this answers your concerns.

Kind regards,

Juicebet

Dear Juice Bet Casino,

Thank you for your response and the information provided.

Do I understand the situation correctly that the Player's winnings were capped more than once?

I'll be awaiting your reply.

Hello Stefan,

Thank you for your question.

The Player had winnings from a Bonus that had a Maximum Payout Limit according to its T&C. However, since their account balance exceeded the Maximum Payout Limit of the Bonus, the winnings were deducted from the balance upon the Player's first payout request and the Player was informed via email that the balance exceeding the Maximum Payout Limit is not cashable. However, since the Player continued wagering the remaining winnings from this Bonus, they managed to accumulate more winnings above the Payout Limit, thus, the balance was deducted upon the latest payout request once again when the full amount according to the Maximum Payout Limit of the Bonus was paid.

Kind regards,

Juicebet

Dear Juice Bet Casino,

Could you provide us with the player's transaction history? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

Hello Stefan,

We have sent you the requested file.

Thank you

Hello shaneleonard101,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay thank you

Hello

Any update from Stefan?

Regards

Dear Juice Bet Casino,

Thank you for your response and the information provided.

Could you provide us with the bonus terms of the bonus the player claimed?

I'll be awaiting your reply.

Hello,

The T&C of the Bonus in question is "50% Welcome Bonus on your first deposit! T&Cs: Minimum deposit of $20. Max bonus $250. Offer available once. Wagering requirement: 12x. Maximum cashout: x20."

This information is available for the player upon claiming the bonus.

Kind regards,

Juicebet

Dear Juice Bet Casino,

Are you sure that the player claimed a 50% bonus? According to the provided game log, the player deposited 96,16 CAD and received a matching 96,16 CAD as a bonus.

The player's winnings were capped after the first successful withdrawal of 473 CAD (the wagering requirements were already met at this time), and then the player received two 500 CAD withdrawals. After that, the player received the 451 CAD and his winnings were capped once again.

Could you please clarify whether the player receives any popup or notification that his winnings will be capped and he needs to withdraw the funds and deposit again in order to play with real money? If so, could you provide us with a screenshot of such popup?

What should the player do after a cap of winnings when he wants to continue playing as it is not clear from the following rule:

"All the winnings obtained with the particular bonus usage beyond its maximum payout limit will be deducted from the player’s account balance. This process may be carried out manually by our Billing Department (in response to the payout request) or automatically (in response to the completed wagering requirements). Any winnings higher than the payout limit obtained after the wagering requirements are completed are subject to these restrictions until the payout or the balance amount drops below $1 (1 dollar)."

I'll be awaiting your reply.

Hello,

We apologize. The previously provided bonus T&C is the one that is currently available on the website upon claiming the bonus. However, it has been updated recently and the bonus amount was 100% at the time the player activated it.

As for the popup, it is not displayed on the website during the player's gameplay. The player is informed about the maximum cashout amount upon claiming the bonus, furthermore, it was explained via email upon the player's first withdrawal that 797 CAD was deducted from the balance as the amount exceeding the maximum cashout limit is not cashable.

If the player wishes to resume the gameplay without having any limitations on the balance, the balance needs to drop below $1. This can be achieved if:

- The player withdraws all winnings according to the maximum cashout limit of the used bonus and makes another deposit

- The player plays down all winnings till the balance is below $1 and makes another deposit.

Kind regards,

Juicebet

Dear Juice Bet Casino,

According to our Fair Gambling Codex: "The T&Cs should be written clearly so that they are easily and exactly understood by players. The entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly. All rules should be listed in one place (in the T&Cs), and they should not be unfair and/or predatory."

It is not mentioned in the T&Cs that the player needs to deposit funds after the cap of winnings in order to continue playing with the real money funds.

The player's winnings from the bonus were simply capped twice. 797 CAD were deducted from the player's account and the maximum cashout of 20x the bonus amount was applied the first time. After this cap, it appears to the player that he is playing with the real money funds as he has not received any popup that he needs to deposit to play with the real money. After withdrawing the amount of 1924 CAD, the winnings were capped again and the player was unable to deposit in order to turn the remaining funds into real money as all the funds were confiscated.

Could you also provide us with an email which the player received after the first withdrawal?

I'll be awaiting your reply.

Hello,

Please note that it is not mentioned in the T&Cs that the player needs to deposit funds after the cap of winnings in order to continue playing with the real money funds as it is not a valid requirement to proceed with playing with real money without having a maximum cashout limit applied to the balance.

The T&C states that "All the winnings obtained with the particular bonus usage beyond its maximum payout limit will be deducted from the player’s account balance. This process may be carried out manually by our Billing Department (in response to the payout request) or automatically (in response to the completed wagering requirements). Any winnings higher than the payout limit obtained after the wagering requirements are completed are subject to these restrictions until the payout or the balance amount drops below $1 (1 dollar)."

Which means that bonus restrictions are applied to the balance until it's fully paid out according to the maximum payout limit or/and the balance goes below $1, whatever happens first. In this particular case the customer just kept playing with funds acquired from the bonus play, never letting the balance to go below $1 in order to get it reset.

The email sent to the player upon the first withdrawal below:

"Hi Shane,

This is Emma, one of the members of the JuiceBet Team.

We are pleased to inform you that your withdrawal of 473 CAD has been approved and will be sent to XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX BTC wallet. You can expect your winnings to arrive within 24 hours.

Please be kindly informed that your winnings were initially made with the bonus JUICEBET which has the maximum cashout of deposit x20 (1924 CAD). The rest of the winnings was voided as non-withdrawable.

Wishing all the best and have a great one!"

Kind regards,

Juicebet

Dear Juice Bet Casino,

Thank you for your response and the information provided.

The player requested the withdrawal of 473 CAD on September 12th and they were approved on September 17th. After that, the winnings were capped from 2248,41 CAD to the remaining 1451,41 CAD which we believe should be already considered as a real money (the wagering requirements were already met). What is the difference between continuing to play with 1451,41 CAD, and withdrawing the funds and depositing them back in the casino? Also, it is not mentioned in rule 23. that the player needs to withdraw all the funds to end the bonus maximum cashout.

After that the player requested a withdrawal of 500 CAD twice and the player's balance was not capped this time. How do you decide when you cap the balance and when not?

After the final withdrawal of 451 CAD, the whole balance was confiscated, which we believe should not have happened as the player was already playing with the real money.

Therefore, we believe that the player should be paid the full amount of 6766,74 CAD.

I'll be awaiting your reply.

Hello,

We would like to emphasize that according to the T&C, "Any winnings higher than the payout limit obtained after the wagering requirements are completed are subject to these restrictions until the payout or the balance amount drops below $1 (1 dollar)."

Since the player's balance didn't drop below $1, the maximum payout limit of 1924 CAD remains applied to the whole balance.

The player is within his right to withdraw the full amount available per the T&C of the bonus and deposit them back to the account, however, until this happens, the account balance is subject to a maximum payout limit according to the used bonus.

With this being said, we believe that the suggested decision disregards the JuiceBet Terms and Conditions.

Kind regards,

Juicebet

Dear Juice Bet Casino,

"Any winnings higher than the payout limit obtained after the wagering requirements are completed are subject to these restrictions until the payout or the balance amount drops below $1 (1 dollar)."

The wagering requirements were completed and the player asked for the payout as mentioned in the previous term. The player asked for the withdrawal of 473 CAD, his balance was edited to 1924 CAD and the bonus play should have been finished and the player should have been able to continue to play with real money. We believe that the player should receive his 6766,74 CAD as real money and be able to continue playing or withdraw the funds.

I'll be awaiting your reply.

Hello,

We believe that the account balance has been handled correctly on our side since according to the Terms and Conditions:

"Please note that if the bonus comes with a maximum cashout, it applies to the whole balance until it drops below $1 (1 dollar) or the winnings are withdrawn. All winnings exceeding the maximum payout will be voided after the wagering requirement is completed or upon withdrawal."

Full winnings available per the mentioned T&C of this particular bonus were withdrawn upon the player's final payout, thus the maximum cashout limit remained applied to the player's whole balance.

Kind regards,

Juicebet

Dear Juice Bet Casino,

Once the player met the wagering requirements and withdrew the funds, his balance was capped to a max cashout of 1924 CAD. According to the T&Cs, the bonus rules should not have been applied anymore and the player should have been playing with the real money funds. Players usually do not read the T&Cs so the Player should have been warned with a pop-up or notification that the bonus rules are further applied. It is not a standard practice that the bonus rules are applied after finishing the wagering requirements and we believe that this is a trap for the players. In general, we accept this, if the casinos sufficiently inform the players that the bonus rules continue - using pop-ups or notifications. Therefore, we believe that the player should be paid the 6766,74 CAD.

If you fail to pay the player his winnings, the complaint will be closed as unresolved which might lead to lowering the safety index on our website.

I hope we can come to a mutual agreement.

I'll be awaiting your reply.

Hello,

Please be informed that 6766,74 CAD has been re-added to the customer's account balance. He is welcome to withdraw via the chosen payment method.

Regards,

Aidan

Hello shaneleonard101,

Could you confirm that you have received the 6766,74 CAD?

I'll be awaiting your reply.

Hello

Yes it's back in my account.

Thank you very much

Hello shaneleonard101,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru