JustWOW Casino - Средствата на играча са конфискувани.

Dear CasinoGuru Team,

I am submitting this formal complaint regarding the unjust confiscation of funds by JustWow Casino. The casino has alleged that I engaged in player collusion and/or violated their terms and conditions, specifically section 8.8, which limits accounts to one per household and IP address. I firmly deny any such violation and believe this accusation to be both incorrect and unfair.

1. No Player Collusion

JustWow Casino claims that player collusion has been detected in my case. I categorically reject this claim. I have never collaborated with any other players or acted in bad faith. I play independently and have not shared my account or login credentials with anyone.

2. Household Information

There is only one other adult living in my household—my spouse—who does not participate in online gambling. I am the only individual who has registered, logged in, and played on this casino from our household IP address. There are no other players here.

3. Personal Bank Transfers Misinterpreted

After submitting my bank statements, the casino claimed to find suspicious transfers, presumably to other users. However, the transfers in question were sent to friends and to my spouse for entirely personal reasons, unrelated to online gambling. To my knowledge, none of the individuals involved have an account or play at JustWow Casino.

4. Confiscation of Funds Without Justification

Following this, €100.21 was confiscated from my account. I consider this decision arbitrary, lacking proper investigation or substantiated evidence. I was not provided with any clear explanation or chance to properly respond to the allegations before my funds were seized.

I respectfully request CasinoGuru to investigate this matter and assist in holding JustWow Casino accountable. I believe this is a case of misjudgment and possibly an overreach based on unrelated financial transactions. I am more than willing to provide additional information or documentation to support my claim.

Thank you for your time and attention. I hope you can help bring a fair resolution to this situation.

Dear Jonuk0,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. In order to assist you effectively, I would appreciate it if you could help clarify a few details related to your situation:

• Could you please specify what types of games you played?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Could you kindly confirm if you passed the full KYC verification?
• Have you used any VPN or IP-masking software while accessing the casino website?

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,

Veronika

Dear Veronika,

Thank you for your message and for assisting with my complaint. Please find my responses to your questions below:

• I have played typical slot games on JustWow Casino. Specifically, the games I played include Motorhead Video Slot, Hotline, and Guns N' Roses Video Slot, among others.
• I wouldn’t describe the balance as winnings. After my last successful withdrawal, I deposited a total of €140 and was attempting to withdraw €100. There was a deposit-related bonus, which required wagering the deposit 5 times. After fulfilling this, the player would receive a "silver coin" that could be exchanged in the casino’s shop for either free spins or bonus funds. I did not use any standard match bonus or free spins in this session.
• Yes, I have made multiple successful withdrawals in the past, with the most recent one in 2022.
• To my knowledge, I passed the full KYC verification process, as I was able to access the withdrawal page and submit a withdrawal request without issue.
• I have never used a VPN or IP-masking software while accessing the casino.

Please let me know if you need any additional details or documents. I appreciate your help and look forward to a fair resolution.

Best regards,

Jonuk0

Could you please forward me more communication from JustWow Casino regarding the verification of your account and its subsequent closure? My email address is [email protected]. Thank you in advance.

Hi everyone,

Just a quick update on my complaint regarding JustWow Casino.

I’ve sent all the requested documents to Veronika via email, including the KYC request, account closure email, and two bank account statements. Hopefully this helps move things forward.

Thanks to the CasinoGuru team for the support so far — I’ll update here if there’s any further news.

Thank you for your email.

Just to clarify, does the friend you transferred money with also have an account at this casino?

When was the last time you made a deposit to JustWOW Casino?

Dear Veronika,

Thank you for your message.

I have checked with my friend, and he confirmed that he has no relation to JustWow Casino and has never even heard of it. The transfers between us were purely personal and unrelated to any gambling activity.

Additionally, these transactions were made on a separate bank account, not the one I used for deposits or withdrawals at JustWow Casino. The transfers in question took place months before any interaction with the casino, and the funds had already left my bank accounts before I made any deposits.

For reference, my last deposit to JustWow Casino was on 23rd December 2023.

Please let me know if you require any further clarification or documentation.

Best regards,

Jonuk0

Could you please describe in more detail the activity on your account since 23 December 2023, when you made your last deposit?

Have you accessed the casino in the meantime and played any games?

Were you active during this entire period up until the moment the casino blocked your account?

Dear Veronika,

Thank you for your follow-up.

I haven't been very active overall since my last deposit on 23 December 2023, though I did log in occasionally and perhaps played a few games. At some point, I became inactive for a while, but then started playing more actively again around February this year, shortly before my account was blocked.

Unfortunately, I’m unable to access my playing history on JustWow’s website, so I can’t provide a detailed timeline of activity.

Please let me know if you need anything else.

Best regards,

Jonuk0

Thank you very much, Jonuk0, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jonuk0,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the JustWOW Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? If you have any evidence of collusion or any other wrongdoing, please send it to [email protected]. Thank you in advance for providing us with your view of the issue.

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.

Dear Jonuk0,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Martin,

Thank you for the update.

I haven’t heard anything from the casino so far, but I appreciate your continued efforts in looking into this.

Dear Jonuk0, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected]

I am sorry I could not be of more help on this occasion.

Best Regards,

Martin