Dustbit Casino - Player's withdrawal request is denied after self-exclusion.

DustBit: Unhonored Self-Exclusion Request.

Long story short: I money on dustbit sportsbetting(€1500~). They limited my account to $1 bet on sportsbets. I said to myself whatever, and I went for some slots where I hit a large sum of money. Dustbit refused to withdrawal my winnings because my account got flagged and under a review by some provider. I decided to put a casino self exclusion to myself because I don't wanna bet anymore, this was the reason I wanted to withdrawal. I am an active gambler with gambling issues. Their self exclusion option says "Please withdrawal any leftover balances before putting an exclusion to your profile." Obviously I couldn't withdrawal that money because they limited my withdrawals. I went to the support on live chat and said that I want to be excluded from all type of casino until the review is over. They said they will do it and did nothing about it. 2 hours later the balance hit zero. They've taken advantage of my addiction and took the money back. I lost everything because they failed to provide me with safe gambling experience via self exclusion. I request the amount of €5000 to be paid back to me since they have failed to provide the safe gambling experience.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Dustbit Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you disclosed any gambling-related issues to Dustbit Casino?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@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,

Attila

Dear Infinitystones,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru