Justbit Casino - Player’s €13,000 withdrawal is blocked.

Casino name: Justbit.io

Complaint title: My €13,000 withdrawal was blocked without reason – no reply from Justbit support

Description:

I am filing this complaint because Justbit.io has unfairly blocked my withdrawal of €13,000 and suspended my account after I legitimately won and completed all the requested KYC procedures.

I made the withdrawal request on 09/06/2025, and after that, my account was frozen without any detailed explanation. The only vague message I received stated there was "fraudulent activity," which I strongly deny. I have never used multiple accounts, VPNs, or bonus abuse. I simply played fairly and won.

I contacted their support by email and through the website on 08/07/2025, asking for:

Written details of any alleged violation

A reference to the terms and conditions supposedly breached

The release of my €13,000 winnings

It has now been 6 days, and I have received no reply. This lack of transparency and communication is unacceptable.

I request the Casino Guru team to help me get a clear answer from Justbit and to process my rightful withdrawal. I have attached all relevant evidence below.

Thank you in advance for your help.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Is there any possibility that someone from your household or using the same IP address also created an account at this casino?

Did you accumulate your winnings with or without a bonus?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi, yes i play slot games and i didnt use bonus winnings, btw yes i have a work collegue who are in the same household and play on justbit casino, But this is not provide that i broke the terms and conditions, i always use my salary money for play this game, and now that i finally won something they block my account

• Does your colleague use the same internet connection to access their casino account?
• Do you and your colleague each use your own separate devices to access your accounts, or have you ever shared the same device?
• Do you both play the same games in this casino?

Dear Pitrino99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.