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I received 10 free spins worth a total of 1 euro, met the wager requirement of 40x and won over 1000 euros, only to eventually cash out 1050 which I awaited for nearly 3 days. Afterwards, they cancelled my cashout and suddenly claimed there was a max cashout on the bonus, which they never mentioned anywhere. They changed my balance to 300 euros instead of the 1050 and placed me back in the queue for cashout, despite being initially assured that I should not worry and that it wouldn't take long. Additionally, I was told their manager would personally handle my cashout. I still have not received anything and support refuses/cannot assist. I hope you can.

P.S. I have a few more screenshots of things like the chat and my payments that were cancelled.

Regards, Frederik

Jeg modtog 10 free spins til en værdi af 1 euro i alt, og klarede wager requirement på 40x og vandt over 1000 euro endte med at cashout 1050 som jeg ventede på i næsten 3 dage hvorefter de har canceled min cashout og lige pludselig siger at der var en max cashout på bonussen som de ingen steder har nævnt. De lavede min balanced om til 300 euro i stedet for de 1050 og smed mig i køen for casout igen selvom jeg fik af vide fra starten at jeg ikke skulle være bekymret og at det ikke ville tage lang tid, ovenikøbet ville deres manager tage sig af min cashout personligt fik jeg af vide. Har stadig ikke modtaget noget som helst og support nægter/kan ikke hjælpe. Jeg håber i kan.

Ps. Har lidt flere screenshots af bl.a. chat og mine udbetalinger som er blevet canceled.

Hilsen Frederik

Dear Frebbyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from free spins? I have checked the Bonus Terms and Conditions, and this is what I found: 

If you have already made a deposit with JustCasino, any bonus winnings ***from a no deposit Free Spin (free offer/goodwill gesture)*** will be capped to a maximum of 300 EUR and currency equivalent as soon as the wagering requirements of this bonus are met. Any winnings over this amount will be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

I would like to emphasize that according to our Fair Gambling Codex, we consider imposed win limits to be unfair and predatory only when they are applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards

Veronika

I just don't understand that I was allowed to play with them and rank up and so on, but it wasn't until I wanted to cash something out that it was a problem

Jeg forstår bare ikke at jeg fik lov at spille med dem og komme op i rank og så videre, men det var først da jeg ville udbetale noget det var et problem

I understand your frustration. Some casinos cap winnings from bonus play after wagering requirements are met, while others only cap winnings upon withdrawal request.

Could you please advise what the current status of your withdrawal request is?

I have received 300 euros after I tried to withdraw 1050 euros. It took them 3 days to cancel my request and all of a sudden told me that there was a max cashout of 300 euros even though it was nowhere in the email I got or where you received free spins. I played for several 1000 euros and got up in rank and got free spins for wagering a lot. It was only when I wanted to pay out that they suddenly told me that I could get a maximum of 300 euros and that everything I would win from the 300 euros (which they changed it to) would be lost.

I was told several times by support that the money would come and that I didn't need to worry. The fact that it takes 3 times longer than they say withdrawals take and that they then end up canceling it and changing it to less than a third is really far-fetched and smells far-fetched.

Regards Frederik

Jeg har modtaget 300 euro, efter jeg prøvede at udbetale 1050 euro. Det tog dem 3 dage om at annullere min anmodning og fortalte mig lige pludselig at der var en max cashout på 300 euro selvom det ikke stod nogen steder i den mail jeg fik eller der hvor man modtog free spins. Jeg spillede for flere 1000 euro og kom op i rank og fik freespins for at wager meget. Det var først da jeg ville udbetale de pludselig sagde til mig at jeg max kunne få 300 euro og at alt jeg ville vinde fra de 300 euro (som de lavede det om til) ville gå tabt.

Jeg fik flere gange af vide af support at pengene ville komme og at jeg ikke behøvede at bekymre mig. Det at det tager 3 gange længere end de siger withdrawals tager og at de så ender med at cancel den og lave den om til mindre end en tredjedel er sku langt ude og lugter langt væk.

Hilsen Frederik

Do I understand correctly that you received the winnings of 300€?

I'm sorry, but you cannot receive the remaining funds as you played with free spins that had a maximum withdrawal limit specified in the Terms and Conditions.

Received the 300 after I had to make a withdrawal again after they canceled the second one. I received them this week.

Modtog de 300 efter jeg igen skulle lave en withdrawal efter de cancellede den anden. Jeg modtog dem i denne uge.

Thank you for the confirmation.

Since you played with bonus money and received the maximum allowed cashout, this complaint will now be closed as resolved. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru