JustCasino - プレイヤーのアカウントは閉鎖され、払い戻しは延期されました。

JustCasino has randomly closed my account without any explanation other than "administrative decision". After inquiring about it, they sent an email about refunding my deposits and asked for my ID and banking details. I sent them all the information and have not received any refund. The support team either says they do not know anything about a refund or they can/cannot issue a refund. The email clearly states that my account will be closed and that my deposits amount will be returned.

Dear BigDavo,

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 advise what was your withdrawable balance when your account was closed?
• Could you please share your communication with the casino in which you attempted to resolve the refund issue? 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,

The refund was meant to be the deposits. There was no playable amount as the deposits were played through. The total amount was 4400 AUD.

Please see the attachments.

Please note that these queries go back to July.

Thank you very much, BigDavo, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you BigDavo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask JustCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their refund.

Thank you!