Justbit Casino - Player's account and winnings confiscated due to multiple accounts.

I did make a first deposit and received a bonus but i canceled the bonus to play with my own money, i did win and place a cash out of 1500 euro.

now they email me few days later the account is cancelled due multiple accounts in 1 ip adres.

i share a internet with multiple people in my home but always play online casinos with my own account and name.

i did reply the email that but no responds and i cannot login.

they did not pay out the wins or the deposited money I put in. I feel scammed. This never happened before and i play a lot online at multiple casinos. I did have no intention to get the win and never play again, I always pay out a win and then make new deposits if they games they offer is nice and fair.

Hello tillyjump,

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 if your account is already verified and if yes, since when exactly? Does anybody else used your device to play in the casino or the casino banned you purely due of IP similarities? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear tillyjump,

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.

Hi nick,

sorry I didn’t see your message due busy times at work.

the casino I did try to contact on live chat and asked for an explanation. They just quote a rule about a bonus money and about use same computer.

I did tell them i didn’t use bonus money or welcome bonus and I did only play on my phone, also I did have no intention to stop playing after a win, at other casinos I do the same so if I win I cash out and next day I deposit again this is a way for me to keep track and not loose over 5k or 10k a month for example.

still they just did copy same rule and tell me I had to ask permission if I share a household before making a bet, but this is not put in paper of any kind also not in the rules. And I didn’t even know anybody in my adres did play at their casino as well. I just heard after the account was closed.

this casino really feels like a scam.

I did also ask my roommates and indeed 1 did have same issue and told me to report it to you because you can possible help. Also she did show me the date of her deposit and it’s another day as me, same for the playing conditions (she did use and wager a bonus 40 times I did not use a bonus) and she used and verified the adres, phone no, and bank account that is ofcourse totally different from mine.

in this adress live multiple people and I don’t even know all their names, I cannot tell any casino or website they also play there because this is impossible to know for me, some work mornings some work nights or some is in school, I work 7 days a week 70 hours a week I have no time for this and just like to play online gambles and games, to other casinos I did deposit about 9k in past month. Then u also have some background info about me. This casino JustBit I seen in a add in a game I play so I was like "let’s try they offer some nice games". Normally I never feel so lucky in first deposit but normally I also never have this issue.

to be very honest I believe this casino would also not pay out if I did play without WiFi. I feel like they just don’t want to pay out as also they don’t want to and cannot provide the proof I did something wrong, you win and they make u loose your deposits and winnings in 1 time and just close the account.

I hope u have enough information to work with and help me, even if I get my deposit back I find this better then nothing. In my country and invalid bet can never be lost and return to the player.

Dear tillyjump,

Do I understand it correctly that you never played from anybody else's device and nobody else used your device to play in the casino? Is there any way to provide a bonus history from your casino account to nikolas.b@casino.guru?

Hi Nick,

as they locked me out of the account I cannot access any data or history they hold all the evidence that I did just play without bonus and win.

I feel scammed like this because I cannot login or make screenshots and they refuse to awnser me.

and yes you understand correctly. I played with my iPhone and it has never been used by anyone else nor is my bank account.

Dear tillyjump,

To gather additional information from the casino regarding the case, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, tillyjump,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Justbit Casino team,

Despite it is very suspicious that there are 2 open complaints from 2 people having accounts at Justbit Casino, at the same time, while they are directly linked by using the same internet connection/IP from the same shared household (please see another open complaint assigned to me), I would like to ask you a few important questions regarding the linked accounts.

Can you confirm that this disputed account did not use any bonus at the casino and played only for his real money deposits? What games did he play or from what types of games were the disputed winnings accumulated? If this account did not use any bonus at the casino, what else besides playing from the same IP as another account was abused, please? What unfair advantage did the user(s) gain by playing in such a way? Were there other linked accounts besides the 2 of which we know from the 2 open complaints?

As usual, and as was also requested in the related complaint, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

We appreciate your help in this case very much.

We inform you that we have sent all the information you requested above to your e-mail address.

Thank you for your attention to this issue, and we look forward to resolving it collaboratively.

Best Regards,

Elon

Representative of JustBit Casino

Dear Justbit Casino team,

Thank you for your email and clarification.

Can you please look at my last email regarding the matter and provide me with the requested details and additional evidence?

Hi Branislav,

thanks for keeping me updated I did read and am very curious what they can offer u. As I understand above they sayd they did email you everything but you didn’t receive any?

greetings

Tom B*****

Hello,

I received the explanation and one screenshot. However, there were more details which should be substantiated with relevant evidence, so I asked the casino to provide it. Currently, I am waiting for it.

Dear Branislav,

Your assistance in this matter is greatly appreciated.

To ensure the convenience and accessibility of information, all evidence and answers to your questions have been sent to your email address.

We're grateful for your focus on this matter and anticipate working together to resolve it.

Best Regards,

Elon

Representative of JustBit Casino

Dear tillyjump,

Unfortunately, after gathering and reviewing all the necessary details/evidence provided by the casino, we decided to close this complaint (as well as the linked one) as unjustified - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person, or at least the data and gaming pattern of both linked accounts indicates that there was a very close connection between the owners of these accounts, which means that both alleged complainants provided us with incorrect/misleading information (about verifications, bonuses, knowledge about another account from the same household...) during the complaint resolution process.

The casino acted in accordance with its terms and conditions, and in such circumstances, we accept their decision.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Justbit Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru