JustCasino - O levantamento dos prémios dos jogadores está atrasado.

Hello,

I've never had any problems with withdrawals at this casino (even multiple withdrawals of over €3,000), almost always within 24 hours, and I've always been very satisfied.

Now, however, I feel like they're just playing for time, as I've been waiting for six days and nothing's happened, and I keep getting the same standard response via email and support chat. The bonus rules have definitely been adhered to, just as they always have been.

Dear Michael ,

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Thank you for contacting us;

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We are very sorry you feel this way and from our end will do everything to process your withdrawal as soon as possible. As I have checked, for now the manager will be able to process your withdrawal request as soon as the relevant department will complete the necessary security check.

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I am sorry that it takes time and kindly ask you for your patience, please do not worry, in this case we only have to wait a little.

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Should you have any questions or doubts, please do not hesitate to contact us via email or via chat.

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Thanks for choosing JustCasino.

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Best regards,

JustCasino Team

I realize that it can sometimes take a little longer, but I have the feeling that this time they are playing for time, so I'm opening this complaint now; maybe I'll be pleasantly surprised after all.

Hallo,

Ich hatte eigentlich nie Probleme mit der Auszahlung in diesem Casino (auch mehrere Auszahlungen über 3000€) fast immer innerhalb 24 std. Und war immer sehr zufrieden.

Nun allerdings habe ich das Gefühl dass auf Zeit gespielt da ich schon 6 Tage warte und es passiert nichts, und werde immer mit der gleichen standard Antwort vertröstet per Email als auch im Support Chat. Die Bonusregeln wurden definitiv eingehalten so wie immer zuvor auch.

Dear Michael,

​

Thank you for contacting us;

​

We are very sorry you feel this way and from our end will do everything to process your withdrawal as soon as possible. As I have checked, for now the manager will be able to process your withdrawal request as soon as the relevant department will complete the necessary security check.

​

I am sorry that it takes time and kindly ask you for your patience, please do not worry, in this case we only have to wait a little.

​

Should you have any questions or doubts, please do not hesitate to contact us via email support@justcasino.com or via chat.

​

Thanks for choosing JustCasino.

​

Best regards,

JustCasino Team

Mir ist bewusst dass es manchmal etwas länger dauern kann, aber ich habe dass Gefühl dass dieses mal auf Zeit gespielt wird darum eröffne ich schon einmal diese Beschwerde, vielleicht werde ich ja doch noch positiv überrascht.

Dear Kagi333,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Kagi333,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika