Justbit Casino - Player's account blocked after finishing bonus requirements.

I thought it was a nice casino and told my upstairsneighbour about the nice games. So he and I played in our own houses (we live in a house with sepperate appartments). I played with depositmoney and bonus. After I losed my 'real money' I played with the bonus money and I was able to complete bonus requirements. After I made the withdraw the received an email that my account is blocked and that I will not receive my money. I can't login anymore.

It's a absolute scam!

Dear manon21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it 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

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.

Hi Petronela,

Thanks for your quick response!

Last thursday I opend my account and my account was fully verfied.

I only played slots, no live games or sports bet or others.

First my winnings were with bonus money but I had to play over 4k to complete the bonus. I did so the bonus was transfered ro real money.

I hope you have enough info, otherwise I will questions as soon as possible.

Greetings,

Manon

Hi manon21,

• Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru, please?

Thank you.

Hi Petronela,

No there's no communication at all. They only still keep sending me emails with advertisment.

Greetings,

Manon

Thank you very much, manon21, 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, manon21,

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. In the meantime, while we will wait for the casino's response and details, please provide me with the following:

• You mentioned that you were informed about the account block via email - post it here or send it to my email (branislav.b@acsino.guru) - the complete email with all the necessary details available (the sender's email, subject, your/receiver's email, email body...)
• Information on what internet connection you used to access the casino, and if it is possible that you, at some point, used the same internet connection/IP (or even the same device) as your neighbour who also has an account at the casino
• What physical addresses did you both fill in during registrations? Is it possible that they match?

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

Dear Justbit Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

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 you reaching out to us regarding the closure of manon21's account. Upon careful review of the account activity, we regret to inform you that her account was closed due to a violation of our terms and conditions.

At Casbit Group N.V., we strictly prohibit the abuse of promotional games. Users found attempting to exploit our welcome offers or other promotions through strategies such as multiple account usage or collusion with other users risk having their bonuses and any associated winnings voided. Our terms also stipulate that only one account per household, IP address, and computer device is permitted. Failure to adhere to these guidelines may result in the blocking of account access and the freezing or confiscation of all funds.

Furthermore, manon21 mentioned that her account was fully verified. However, upon thorough investigation, our team discovered that neither the specified account nor her second account had completed the verification process.

To provide further clarification, we would like to inform you that our records indicate the use of the same IP address from both accounts. This serves as additional evidence of the violation of our terms and conditions.

We understand that this news may be disappointing for manon21, and we apologize for any inconvenience caused. 

Best regards,

Representative of JustBit Casino

Thank you for your email, manon21.

Dear Justbit Casino team,

Thank you for the clarification.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru)."

Were there any other matches in the data or how were the accounts linked?

Did the casino allow the users to verify themselves or did it simply close the accounts and confiscate their winnings? Is there any other reason (besides IP match) that, according to the casino, made the users' KYC/verification impossible?

Dear Branislav,

Thank you for your assistance in this matter.

We would like to inform you that we have forwarded all the requested information to your email address.

Your attention to this matter is greatly appreciated, and we anticipate resolving it together.

Best Regards,

Elon

JustBit Casino Representative

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?

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 manon21,

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