JulieBet Casino - Dobici igrača su smanjeni.

Dear CasinoGuru,

I contact you in hopes of receiving some support from you to resolve a dispute with online casino JulieBet. On 3rd of April 2026, during Easter, the casino sent me an email offer of 100% Easter bonus up to 100€. I carefully read the terms mentioned in the email and also the general bonus terms and conditions (both email and the bonus terms are attached to the claim) and decided to play the bonus.

I manage to hit very big on Relax Gaming's Snake Arena slot and the end balance before the last spin of the wagering was 10 741,53 € (also attached to this claim). I always take a screenshot of the balance before the wagering is over exactly for the reason of protecting myself against what happened next. After the last spin of the wagering the balance dropped down to 600 euros.

There is no mention anywhere of maximum win cap for this bonus. I went immediately to the chat to ask about it and even the person working on the chat took my side and said that this shouldn't be the case and it should be mentioned. Eventually he promised to take the matter to higher level and they would get back to me by email.

This however, has not occurred and today I went to the live chat against to meet another agent who was way more reluctant. She told that there is max win cap for the bonus and that this is how casinos work and she suggested me to read the terms and conditions in the future to avoid misunderstanding. Then she pointed to the promotions page and for me to go there to see that all of the bonuses have max win cap. But the fact is that this bonus was not listed there and nowhere was it mentioned that there is a win cap for this bonus.

Also, the general bonus terms do not mention anything about win caps. To make the case even more ridiculous is that when you actually go to see the other promotions you see that ALL OF THEM have 10x win cap which is 2x more than what was for this bonus. So, even in this way what she is saying does not follow logic. Obviously, all of what she said was false and I have the proof for it.

I believe the casino has acted in bad faith, it might be mistake of not putting the max win cap anywhere to be seen but that doesn't serve as a justification to put the blame and responsibility on the player and tell them to "suggest read terms and conditions more carefully next time". This is a ridiculous and extremely unthoughtful thing to say.

I wish that CasinoGuru can help me to resolve this manner in someway fair and this I believe is for me to get paid in full. I attach all the documents below and please tell me if you need something else.

Thank you already in advance.

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Dear jimne,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you played with any other bonuses at this casino before? Were your winnings reduced?
• What amount did you deposit in order to activate the bonus offer?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I have played the welcome package at the casino and got a win of 1471€. This wasn't deducted. I made a deposit of 100€ since it was 100% bonus up to maximum of 100€. Hope this helps.