Justbit Casino - Player is refusing to provide additional personal details for verification.

This casino advertises itself as "NO KYC for crypto players".

This is a lie, they asked me for a photo of my ID, even though I only funded my account with cryptocurrency. So, a week ago I provided the document they asked for and since then they can't verify my account and process my withdrawal.

Please help me get my money out of this casino.

Dear roku,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and finding out what documents exactly are required and providing them in the best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

I have checked the general terms and conditions and this is what I found (here):

"After the registration process the User shall provide JustBit with valid identification information under Know Your Customer (KYC) procedures. The User shall do

before first withdrawal of funds irrespective of the amount;

in case of a deposit for the sum equal to or exceeding 2000 euros or its equivalent;

in case of depositing in the amount of 7 500 euros (or its equivalent) or more (by several installments) by the same User during a month.

KYC procedure is performed under the rules of KYC/AML Policy.

JustBit reserves the right to carry out valid identification of a User under Know Your Customer (KYC) procedures in cases not covered by p.13 hereof if there’s strong grounds to believe that there’s risk of commitment of fraud, money-laundering or any abuse on the part of the User or in case of frequent and major withdrawals by one User during a reasonably short period of time."

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi. I sent my passport photo a week ago, but they are stalling the verification process.

Also It would be nice if you could hide my screenshots from the public. Thanks.

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

Hello roku

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,

Can you please provide some information regarding the player's long verification process? Do you require any additional documents from the player to finish the process?

Hello Michal and roku,

Unfortunately, we need more time to investigate this case, check all the information, and answer. We apologize for these inconveniences. 

Thanks in advance for understanding.

For me, it's simple. On 21 October 2022, I was asked for a passport photo, which I sent to dpo@justbit.io the same day. Since that day I have been waiting for a withdrawal.

Dear roku

I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. This is a standard procedure and although I can agree with you that the whole process can be done more quickly or more user-friendly, casinos need to follow certain regulations and processes.

At the moment I can only advise you to be please patient and wait for the casino's conclusion.

And they ended up confiscating all my winnings without any proper explanation. 

I am not sure of the correct amount, but probably about 700 usdt was unrightfully confiscated from me.

It's funny, but they changed their terms retroactively, and now I can't even access their website anymore because they put my country on the list of restricted countries :)

Dear JustBit Casino

Can you please comment on the above?

Dear roku,

Thanks for waiting.

We have requested the KYC procedure because you were suspected of registering an account in one of the prohibited countries.

According to the casino’s T&Cs:

You are aware that the right to access and use the Website, any products and offers there may be considered illegal in certain countries. Justbit is not able to verify the legality of service in each and every jurisdiction. Consequently, you are responsible for determining whether your accessing and using our Website is compliant with the applicable laws in your country, and you warrant to us that gambling is not illegal in the territory where you reside or citizen of which you are. Therefore, you should not use the services of JustBit if you are a resident or/and citizen in one of the following countries and/or territories: American Samoa, Belarus, Curacao, Greece, Guam, Northern Mariana Islands, Portugal, Serbia, Russian Federation, Ukraine, United States Minor Outlying Islands, United States, Virgin Islands, U.S. ("prohibited countries").

So this is the reason why your winnings were confiscated.

We credited you the difference of your refills and withdrawals. Unfortunately, that’s all we can do for you.

Best Regards,

Justbit Casino

If my country was one of the banned countries, I wouldn't be able to register here using my address lol. I'm not saying you had no problem processing one of my withdrawals. Only when I won some more, you decided to steal my winnings.  

Dear roku

Can you please confirm what country you selected when registering your account?

Have you used any VPN software to access the https://justbit.io/ ?

My country (Russia) was in the list of countries available for registration, so I was able to register on Justbit. 

I am currently in Belarus and registered my account from that country. Access from Belarus has been blocked since yesterday, so I can't log into my account.

Also, I have not used a VPN while using this site.

Dear roku

When approximately have you created your casino account? Have you created the account while you have been/lived in Russia or Belarus? Since when are you located in Belarus? Do you have saved or screenshotted the casino's terms and conditions when registering or when Russia/Belarus was not listed as a restricted country by any chance?

Thanks for providing the information roku.

Dear JustBit Casino

Have you recently updated the restricted country list in your terms and conditions? As long as the player has accessed your webpage normally without any VPN or other software from a country that was not in your restricted country list at that time, registered with truthful information, played according to your rules, has provided all required documents for verification, and didn't do anything wrong, we don't see any valid reason why you should void the winnings and block the player's account.

If there is any information that I've overlooked or any information that can justify your decision of blocking the player's account and void their winnings, please forward it to me at michal.k@casino.guru 

At the moment from the information, we have now, the player's winnings should not have been voided.

Dear Casino Guru and roku,

We investigated this case one more time and decided to pay out the player’s winnings. He will be able to withdraw it. After that, we will block his account forever, so he wouldn’t have an opportunity to use our services anymore.

We have faced a bug on our website, that’s why some prohibited countries, including Belarus and Russian Federation, vanished from the blacklist. For now, we have already fixed this issue.

Thanks for your time,

Justbit Casino

I got my winnings in full. I am grateful to JustBit and Casino Guru.

We can consider this matter resolved.

Great news, roku. I'm glad to hear that you successfully received your winnings. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. I would like to advise you Roku to double-check with the casino support if they accept players from your country, this will minimize the chance that you will encounter a similar situation like this in the future.

If you encounter any problems with this or any other casino in the future, please do not hesitate to contact us.

We are here to help you.

Best regards,

Michal

Casino.Guru