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I made a bonus buy at Sweet Bonanza on Sunday. 360€ money was deducted from me, then the message came up that I should deposit money, credit is too low, so 360 gone and no bonus either. Then at Starlight got prinzess on 0.20 cents 500x, profit was not credited, same game at Dog House €15 profit was not credited. Nothing has happened from the casino side since Sunday!!

Habe am Sonntag einen Bonusbuy bei Sweet Bonanza gemacht 360€ Geld wurde mir abgezogen, danach kam die Meldung ich solle Geld einzahlen Guthaben zu niedrig, so 360 weg und auch kein Bonus. Dann bei Starlight prinzess auf 0,20cent 500x bekommen, Gewinn wurde nicht gut geschrieben, Selbe spiel bei Dog House 15€ Gewinn wurden nicht gutgeschrieben. Seit Sonntag ist von Seiten des Casinos nichts passiert!!

Hello DanielP,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JustBit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what bonus did you use? Did you ever deposit into the casino? Did you create any screenshot or evidence of the uncredited winning spin? Please forward any evidence you have to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi. I just replied by mail.mfg

Hallo. Ich habe eben per mail geantwortet.mfg

Casino now claims winnings have been credited which is not true!

Casino behauptet nun Gewinne wurden gutgeschrieben was nicht der Wahrheit entspricht!

Did they send you any payment confirmation?

Hello what do you mean by payment confirmation??

Hallo was meinen sie mit Zahlungsbestätigung??

A screenshot or any kind of way showing that the money has been added by them.

you mean that i paid there??

sie meinen das ich dort einbezahlt habe??

Hello DanielP,

No, I meant a confirmation from the casino that the balance has been added to your account.

However, it will be faster to try to get in touch with the casino.

I would like to ask JustBit Casino to join us and help us resolve the player's issue.

Hi. Yes, in the meantime I have already received a refund, but there are still 460€ missing, which have not been refunded to this day, on Sunday it will be 4 weeks since I will be chasing the money. And slowly enough.

Hallo. Ja Inder Zwischenzeit habe ich schon etwas erstattet bekommen, es fehlen aber immer noch 460€ die bis zum heutigen Tag nicht erstattet wurden, am Sonntag werden es schon 4 Wochen wo ich dem Geld nachlaufe. Und langsam reicht es.

Hello DanielP and Nick, 

Unfortunately, there was trouble with the broken connection with Pragmatic Play. Thus, we were working on charging your wins manually, and here are the results: 

- Sweet Bonanza - €360.00 on 12.09.22 at 17:14 UTC

- Starlight Princess - €101.57 on 11.09.22 at 11:17 UTC

- Xmas Bonanza - €208.10 on 01.09.22 at 13:20 UTC

- The Dog House Megaways - €15.76 on 22.08.22 at 15:34 UTC

Also, we are going to credit a bonus to the player for your waiting and caused inconvenience. 

Thanks and regards,  

Just Bit Casino

Hello Nick. Thank you remaining money was refunded yesterday. But no bonus was written well, but it doesn't matter. Many thanks for your help

Hallo Nick. Danke restliche Geld wurde gestern erstattet. Aber Bonus wurde keiner gut geschrieben,ist aber auch egal. Vielen Dank für ihre hilfe

Thank you DanielP and JustBit Casino for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick