Justbit Casino - Player reports deceptive bonus practices.

Dear Casino Guru,

I am writing to file a complaint regarding JustBit Casino’s deceptive bonus behavior and their failure to follow up on promises made via live chat.

On January 6th, 2026, I deposited around €385 to claim a welcome bonus promoted on their website. After losing my real money portion, the bonus balance became completely unusable — I was unable to place any bets, no matter the stake size. I contacted support, and they acknowledged there was a technical issue. They assured me multiple times that:

My case was logged and being checked

The bonus would not expire

I would be compensated or the issue resolved soon

However, no one ever followed up or fixed the issue.

Then, on January 20th, 2026, I made the mistake of depositing again (€358) into what appeared to be the same bonus offer. And again, the exact same thing happened: bonus balance blocked, no bets possible. This time, the chat gave nonsensical explanations like "the system defines what bonuses are given depending on your luck," while still allowing me to deposit into a non-functioning bonus.

Summary:

Total deposits: approx. €743

Bonus funds advertised and credited — but completely unusable

Repeated promises via chat were never fulfilled

Casino keeps promoting these bonuses, knowing they can’t be used

No resolution or compensation has been offered

This is, in my opinion, clear bait-and-switch behavior: advertising bonuses, allowing deposits, but blocking actual usage and then avoiding accountability.

I kindly ask Casino Guru to look into this matter and help bring transparency to these misleading and potentially fraudulent practices.

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Stay safe.

Dear hembailal,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you played with bonuses in this casino before?
• If so, have you ever experienced similar issues?
• Additionally, could you please attach a link or screenshot of the promotion you have used?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Hello,

Yes I have played before and they workee perfectly in the past. But last two bonuses had this error and I couldnt use the bonus money to play. And then within one day the bonus expired and I never heard back from the customer service even tho I was promised. I attachef the screenshot of the bonus.

https://justbit.io/promotions/special/tuesday_reload/

Dear hembailal, thank you for your response.

Do I understand correctly that the deposits you have used for the activation of the bonus are still locked in your account and cannot be used for regular gameplay?

Thank you for your patience and cooperation.

Hello,

It was locked like that but already expired after just 24 hours. And they never got back to me even tho they promised this several times.

Dear hembailal,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello hembailal,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite JustBit Casino to join the conversation.

Dear JustBit Casino,

Could you kindly clarify why the player's concern has not been adequately resolved, despite your earlier assurances that the technical issue would be rectified?

While I recognize that unforeseen technical difficulties can arise, it is anticipated that the player should be permitted to utilize the bonus they would typically have access to.

We await your prompt response and resolution of this issue.

If there are any relevant circumstances contributing to this situation that cannot be shared publicly, I would appreciate it if you could send them to me at michal.k@casino.guru.

Hello!

We sincerely apologize for the inconvenience caused.

The issue with the bonus has been forwarded to the relevant department for correction. We have also contacted the player at his email address to ensure the funds are returned.

Thank you for bringing this matter to our attention!

Best regards,

JustBit Team

Thank you for your response, JustBit Team.

I hope the matter will be resolved.

Dear Hembailal,

According to the JustBit Team’s response, they have contacted you directly in an effort to resolve the matter.

Please let me know once the issue has been addressed, or if you require any further assistance from our side.

Dear hembailal,

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.

Dear hembailal,

While it appears that the issue has been addressed, and you most likely have received the funds (otherwise you would still have enquired about them), due to the lack of response from you to our messages, enquiries, and reminders, we are unable to keep this case open without any progress. Although the situation seems to be resolved, without your confirmation, we must close this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of hembailal. We have received this message from the player:

Hello,

they sent a test transaction and I received it 6 days ago but then after I have heard nothing from them.

Dear JustBit Team,

Can you please respond to it?

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.

Hello Michal,

The remaining amount has been successfully transferred to the player’s account. We have also sent a notification to their email, including the transaction hash.

Hembailal, kindly confirm receipt of this amount.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear hembailal,

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,

Michal

Casino Guru