Justbit Casino - Player experiences delayed refund after requested account closure.

Justbit did not close my account permanently when I requested it on 4/5, which resulted in me being able to continue playing..

I contacted Justbit again on 13/5 and explained that I would be filing a complaint regarding this.

After 34 days, I received a response stating that they would refund all my deposits minus withdrawals and cashback.

Additionally, they are withholding another 35% for reasons unknown to me. They claim I violated something in the terms, but I do not know what.

They have violated their own terms on 3 different occasions and have also broken VISA and Mastercard regulations regarding the masking of the merchant code.

They offered me 5417, which I accepted because I just want to put this behind me.

Now, another 19 days have passed!

And everything related to the refund was approved on 16/6. Verification has long been completed, KYC is done, so there should be absolutely no reason for this delay.

They have my BTC wallet as well as my IBAN, but they are not paying and thus not fulfilling their part.

I am suspicious and need help to get my money.

Dear lollolundberg,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with Justbit regarding the closure of your account and the refund process.

To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:

• Do you have any further communication from Justbit after they offered you the refund of 5,417? If so, please share the details of their responses.
• Could you provide any relevant communication or evidence, such as emails or screenshots, showing your interactions with Justbit’s support team and their responses?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

No, nothing other than my vip assistant giving me copy&paste "I have forwarded your request to relevant department" even after being waiting for total of 2months still same answer"

until a few days ago when it completely failed, even the support etc. no one answers me anymore. A payout to an already verified btc wallet does not take 19 days. Neither is a payment via iban to an already verified account.

my hopes have dropped drastically after reading a bit about other people's problems and eternal waiting etc. So very disappointed 😞

Have tried several times to contact them but they totally ignores me now. 😕

Some update on this.

Recived an agreement today and signed it with some conditions.

if Justbit agrees on them then we still have an agreement that they pay 5417€.

Await their response.

Regards

Louise

Hi lollolundberg,

I'm glad to hear that you've reached an agreement. Please keep me updated on any further developments.

Thank you.

Hello,

Yes, we don't really have anything there yet, I'm waiting for them to accept my counter offer regarding the deadline before repayment is due. And there is not much time left. I have been waiting since May 13 for a solution so it is not too much to ask that when we now agree on the amount they should pay that they also do it as soon as possible.

Would appreciate it if you could help me speed it up a bit.

Sincerely

Louise L******** B********

They blame that they cannot make the refund until 1 month due to bank restrictions.

Which is laughable as I know they have managed to refund in other cases within a couple of days.

I won't accept any more delay, but there will be no refund, so I have it in my account by Wednesday 17 July and I will take it to court.

Sincerely

Louise L******** B********

Thank you very much, lollolundberg, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, lollolundberg,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you clarify the disputed amount of the complaint, which is higher than the agreed and accepted refund?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Justbit Casino team,

Could you please explain the player's situation in more detail? What is the estimated time frame for processing the refund?

If it suits you better, feel free to reply to my email (branislav.b@casino.guru).

That's right, we have agreed that Justbit will pay back €5417

They agreed to this on 16/6 but they still haven't paid.

There is absolutely no reason to delay it at all.

our agreement is subject to the condition that they pay back €5417

I have explained to them that they may have problems with my bank not accepting the payment and therefore want them to do it as soon as possible so that I can give them a new account before I go on holiday. Next week I'm going away for a month or so and would like to have this resolved before then. Will not have access to the internet during this time.

and as I said there is no reason not to make the payment immediately.

I want an explanation and a more precise date when they will take place thanks

Sincerely

Louise

Alright, thank you for the clarification. The disputed amount was updated accordingly - to €5417.

Let's wait for the casino's response. Unfortunately, it is possible it will not be sorted out on time (before you leave).

We have agreed that they will refund €5417 so that they are in my account by August 2nd.

But I doubt that will be the case.

It takes a few days from when they make the payment until it reaches my bank.

So in order to fulfill their part of our agreement, they should do it no later than Friday 26 July (1 week before)

But it seems that Justbit has also gone on holiday as they completely stopped responding to the email as well.

And unfortunately doubt that anyone will answer in this thread either.

But thanks for trying to help me anyway.

Dear lollolundberg,

We understand your concern and apologize for the inconvenience. We are currently experiencing some unforeseen issues that have impacted our ability to process refunds promptly. These issues include system maintenance and updates taking longer than expected and higher than normal transaction volumes causing some delays. Rest assured that our team is working 24/7 to resolve these issues and ensure all transactions are processed as quickly as possible. We appreciate your patience and understanding during this time and will update you as soon as we have more information.

If you have additional questions, please contact our support service

You don't think something like that should come between when you've had since 16/6 to repay.

Can I count on having the full sum of €5,417 in my account by Friday, August 2 at the latest?

By then, 20 banking days have passed and we have a signed agreement that must be followed..

Will you do your part and refund the full sum of 5417 euros so that I have them in my account by Friday 2 August in accordance with what is agreed and signed by both parties?

As you probably already understand, I will not accept that it is delayed after 2/8.

Since this started on 10/5, almost 14 weeks have passed. Since you accepted and approved that I will be reimbursed 5417, 6 weeks have passed...

I am giving you this week because I stand by what I signed. But according to that agreement, the money must be in my account no later than 20 banking days after signing, which will be no later than Friday 2 August.

It is not ok if you make the transfer on Friday because then they will not be in my bank account in time.

It must reasonably happen by Tuesday Wednesday at the latest.

awaiting your reply. And if you already think you won't be successful with it, you can let us know, because then it will be a breach of contract and it is in the contract what the consequences will be for both you and me.

Sincerely

LL******g

Thank you both for your replies.

Dear lollolundberg,

I do not think that the casino could provide us with a specific time frame if they are currently experiencing some unforeseen issues. However, at least we already know that the process is still ongoing, and the casino is working on it. If it is only a matter of time and you will receive your funds with a few days delay, it would not have to be a big problem. The most important is to know whether funds will be refunded.

Dear Justbit Casino team,

Can you please confirm that the refund will be processed, and it will be in the amount of €5,417?

Would you be so kind as to inform us once unforeseen issues are sorted out and the refund is processed?

I just feel that it doesn't feel very believable. They have had since the contract was written on July 8 to pay out. Nevertheless, they wait until the last week and then also have some internal problems. It doesn't feel like it's my problem actually. An agreement is an agreement. And according to them, 5417 should be in my account by Friday at the latest. Sincerely, L

I have been waiting for a refund since May 10th. Almost 3 months. They accepted my refund request and confirmed on June 14th that they will refund 5417 euros.

So since they approved and confirmed that they will refund the money, it has been 47 days...

I think it is beneath all criticism that they do not follow through on what they said. I don't think 47 days is a reasonable time to wait for a refund to be made. Do you like it at CasinoGuru?

Casino.Guru has a neutral/objective attitude. The casino nicely and fully cooperated in the past during resolving complaints, while there is no "unresolved" one that would not have been closed with clear results. And you can trust me that there are also several/many rejected (unjustified) cases, where the casino fully proved its claims and substantiated its decisions. Therefore, I sincerely believe that they have a real and justified reason for the delay in your refund and that it will be only a matter of time before they will process it. Unfortunately, casinos are sometimes powerless, and since transactions are usually done via 3rd party payment providers, the casino itself has to wait until the issue is sorted out. The casino cannot influence it, and we have to wait.

So, let's please stay patient and positive. We have not received any information that your funds could be confiscated, so your funds should be refunded, according to your agreement.

Thank you for your patience and understanding.

Yes, I have no doubt that they will pay them out because we have already agreed on it. And it is as you say that they are only to be expected. However, one wishes that they could perhaps provide some form of information about when these problems might be solved. But who knows, the money might be in my account on Friday as agreed. But if not, I hope they will come back with more information when it will happen. Total non-response and payment is not ok. But we'll see after Friday.

We should count on the option that it will not be by Friday, unfortunately. As I assume, the casino probably does not know more on its side, and it could depend mainly on the 3rd party payment provider(s)/processor(s).

Yes, but if it were to be the case that there continue to be problems with payment to iban, they can pay to my bitcoin wallet instead, I think.

Then it is strange that there is a problem with my refund because I read about other cases where, among other things, a refund was approved on 7/23 who then received it in the account on 7/26? So they took 3 days for him. I have been waiting for 47 days..

Could the technical problems have something to do with this site??

Joebit.io

identical to Justbit.io

Such a change can explain, and it would have been grateful if they themselves told instead of completely missing the answers.

The website Joebit.io looks to be a different casino, so it is very unlikely it has anything to do with Justbit Casino or issues in Justbit.

I think it looks completely identical. But we'll see..

And considering that you can log in to Joebit.io with exactly the same information as you have on Justbit.io without having created an account with Joebit, my claim that they are the same is confirmed. Rename all casinos under casbit group to other similar names. And casibit has become luckyways limited.

The fact that they also neglect to answer me and also neglect to answer various forums does not make matters any better.

Feels like they did an "exit scam" and thus don't care whether they get a lot of negative reviews on the old pages because they will work on the new ones sometime in the future.

They can easily prove me wrong by paying what we have an agreement on immediately!

Alternatively, reply to me/s with a date when this should take place.

Can you write to me Branislav privately, need to ask you about something.

Sincerely

LL

Feel free to write to my email and ask (branislav.b@casino.guru), lollolundberg.

The main issue of this complaint is your delayed refund. I think it is not completely alright to mix it with a different casino despite it possibly belonging under the same owner/group of casinos. It should not matter at all and for now, it seems to be irrelevant here.

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.

It doesn't seem like this complaint will be resolved unfortunately.

Justbit is conspicuous by its absence.

I have presented them with alternative solutions that they can use to pay back. A final solution would be for them to simply pay them into my account with them, temporarily unlock it so I can manually withdraw the money. Because there doesn't seem to be anything wrong with either deposits or withdrawals. Only refunds seem to be affected funnily enough.

Thank you for your emails, lollolundberg.

Extending the timer until the end of the week (Friday) and trying to contact the casino in all possible ways.

If no one replies or provides us with relevant details until the current timer expires, the complaint will be closed in accordance with my previous post.

Dear lollolundberg,

We apologize for any inconvenience this delay may have caused.

Our payment processing partners are currently experiencing delays on their end, which is beyond our control. We are in constant communication with them to expedite this process. We understand how frustrating this situation must be and sincerely apologize for the inconvenience. Please be assured that we are doing everything possible to resolve these issues swiftly.

We will keep you updated on the status of your refund and notify you as soon as it is processed.

Dear lollolundberg,

I am aware of the fact it is taking forever, but the good news is that you will receive your funds. So, it should only be a matter of time.

As was mentioned earlier, the casino cannot influence the process, and we can only wait at this point. So, let's please stay patient and positive, and wait for the casino's confirmation about processing your refund.

I am setting the timer for you now, until the end of August, and waiting for updates. If there is no progress until the end of August, it is enough to inform us about it shortly before the timer expires.

Thank you for your infinite patience and understanding. I sincerely believe your refund will be processed soon.

Looking forward to hearing good news from you.

Dear Justbit and Branislav,

I have waited patiently on this problem you have with your provider but still after 2months since you approved the refund no solution.

Considering the extreme long waitingtime i ask you to consider refunding in some other way than iban becuase it seems to be no problem with either deposits or withdrawels.

I have 2 suggestions, pay 5417€ in btc instead becuase i know you dont use same provider for that. And if you for some reason cant change euro to krypto my second suggestion is that you just topup my account with 5417euro and then temporary open it so i can login and do a manuel withdrawel becuase like i said that seems to work just fine.

i know this is not standard procedure but considering the long waittime i ask you to do this so we can put this behind us.

Please respond either with own suggestions, a date when you can do ibantransfer or say yes to my proposol.

it is not sustainable that I should wait more especially since there is no last date om when this problems is worked out.

with best regards

L.L

Dear Justbit Casino team,

Can you please react to the player's last post and suggestions?

Unfortunately, if there is no progress at all and/or the casino is not able to solve it after such a long time, within the following 2 timers for the casino, we will be forced to close (at least temporarily) the case as unresolved.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lollolundberg,

I am back with news.

Recently, I was contacted by a higher-level casino representative. There was only a delay because he lost my messages. Anyway, it looks like he can help us expedite the process and solve the matter by "pushing" the responsible casino department(s). Therefore, I would like to wait for news or updates from you. However, it may take some time, again.

Although I am aware of the time that it has already taken, basically, I think the disputed amount is worth it, and an open dispute on casino.guru could help to push the casino to solve it better than an unresolved one with a penalization. It seems like there were also some issues regarding internal processes within the casino departments handling complaints on 3rd party websites. But I believe we are on the right track now.

The casino representative assured me the casino's support should provide us with an update soon, or they will contact you directly.

Can you please let me know on Friday (Sep 20) whether the casino contacted you, and if so, what information did you receive?

Hi Branislav,

Well this is great news if he manage to help with the refund. So the technical problems are solved now then im guessing?

Yes it has been a long time waiting. Since beginning of May so almost 4months in total. (3months if you count from when we made the agreement)

So you think (or hope?) they will process the refund in the coming days?

If i hear anything i will let you know right away.

And if i havent heard anything until tomorrow Sept 20 i will also let you know.

With best regards

L.L

Sadly no word from anyone at Justbit yet..

What exactly did the representative say?

Well its about 9hours left of the day so who knows.. but i very much doubt it. ☹️

Hi Branislav,

I have not heard anything from justbit yet and i must admit, i thought something was about to finally happen.

It is so hard to me to understand why it hasnt been done.. i can take there are sometimes problems and so on and so forth.

But then you come to a point when there is nothing that can justify that the payment still havent been done. I have given several alternatives but no answer.

what did the representative say to you that made you belive a solution is near? Pressen tell me because it really hurts when you get some expectations and then nothing happens.

please do not take this the wrong way, i total appritiate your work in this. And i have been very patient and very understanding.

but something must happen very soon.

considering the long time i waited the should lower the fee they keep for processing the refund..

with best regards

L.L

Hello, lollolundberg,

That is not good at all. I sincerely believed we were close to solving the issue.

The casino representative who could have helped us (or at least I believed it) was on vacation before. Then I finally connected with him, and he assured me he would try to solve it with the casino as soon as possible, which I believed would have expedited the process.

I will ping him once again now, and inform him that nothing changed. I will leave the timer on myself for 1 week and let you know once I have any news or updates. However, if I am not able to move with the matter anywhere with the guy outside the thread, I will be forced to close the case as unresolved, with penalization on the casino's rating. Maybe then it will have more influence on the casino's approach and willingness to solve your issue.

Thank you for your infinite patience and understanding. I will get back once I know more.

I honestly dont understand why they say they will correct their mistake of not closing my account and refund some or my depostis then after that for 2-3months blame it all on technial problems with payment provider. Keeping hope up and then do nothing is extremly mean and dishonest.

i say blame, because during this very same period others have recived their refunds..

i have also several times given them other options in paying.

By Bitcoin, ewallet or just fund my account with 5417 euro and then let me withdraw myself because it does not appear to be any problems at all with neither deposits or withdrawels.

I know that it is not standard procedure to so any of that. But this is not acceptable to wait this long.

So i beginning to belive that what i was afraid for in the first place.

they have no intention at all to pay any of the refunds they promised.

They will just keep let people deposti as long as possible and then close down the casino and continue on their newly created ones.

Sistercasinos to them have already begun close down sites.

So it is just a matter of time im afraid.

but justbit can prove me wrong by pay me the money they owe.

i dont belive they care about black points by now because they have no intention of continue on Justbit.io anyway. They will go on at ***bit.io (this is what i think at least)

L.L

Dear lollolundberg,

Unfortunately, since we have not received any further response or relevant information from the casino regarding the issue, and it is more than 2 months since I invited the casino to the thread (much more compared to our standard processing times for complaints), without any progress, although I do not like doing it, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Under normal circumstances, I would have recommended you submit a complaint to a regulator. However, it seems like the casino currently operates without a valid license. Therefore, there is no other option than to simply wait until the casino contacts you or process your refund. The casino's rating will be decreased during the night from Tuesday to Wednesday next week, as standard.

In case of any questions or updates, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely hope they will use this option soon.

Best regards,

Branislav, Casino.Guru