Justbit Casino - Player’s account blocked after requesting refund over unlicensed betting.

Good day,

I understand from the closed reviews, that the case is not what you are not able to support with. However, I would like to open it on CasinoGuru as well, in order to track and give an update to the same affected players.

On 18th of September I have sent a following message to support@justibit.io requesting to provide a refund, due to the deposits were made under influence of my gambling addiction and as provider is not licensed by Netherlands Gaming Authority and the Curaçao seal appearing on their website does also indicates the same, I beleave a reasonable act shall be performed by the Casino operator to return the funds. However, despite the lack of licences, I have "successfully" managed to continuously deposit the following amount.

After complaint have been raised, my account have been blocked and I have been contacted by the Casino in order to proceed with KSA process and they have successfully recievd requested documents.

No further correspondence were made.

My profile clearly states where I'm from, including my banking details and I have also accessed my account and played some games with VPN turned off.

I would like to recieve my money back, and would like to avoid the the Netherlands Gaming Authority and licensor.

Regards

Hello catcatcher1987,

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 if you did request for self-exclusion due to your gambling addiction directly from Justbit Casino? Since when is your account registered? Do I understand it correctly that your current casino balance is zero?

Please note that as long as the casino does not restrict your country within their terms you are free to play there. If a country has it's own laws regarding gambling, the player is responsible to follow them.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi Nick,

Many thanks for your reply. Believe I have registered in Casino at the beginning of 2023 and indeed, the left balance were 0.

I have self excluded from the Ducth casinos via Crunks, and the majorities of other providers are not accepting the players from the Netherlands. However, Justbit despite the Curaçao seal indicates below restrictions are still accepting players and their deposits.

I have seen number of successful cases, where Casbit Group casinos have admitted the players similar to mine requests. Believe few are also can be found on CasinoGuru closed complaints.

Have resently followed with the support, but haven't had a responce so far. I'd really like to avoid any complaints, as know that other providers like N1 have been resently recievdd a penalty over 1 million EUR from Ducth Authorities.

In case of the feedback from Casino will not be recieved or my request will simply be denied, what would be you suggestions? Do you believe I can contact Licencor as well?

Regards

Dear Nick,

There are still no answer from the casino. Is there any chance you can help out?

Regards

Roman.

No feedback recieved yet from any one.

Hello catcatcher1987,

As long as you had zero balance left on your casino account, there is nothing to retrieve. If you did lose all the deposited balance, it's like you would lose it in any other online casino.

It would be a much different case if the casino would refuse to pay out your winnings due country restriction but your current issue is different.

From our point of view, you registered according to terms and the casino followed theirs as well. If there is a conflict between the casino and the licensing authorities, it is not in our competence to deal with.

Is there anything else we could assist you with?

Hi Nick,

Referring to the licensor seal ( Curaçao) casino is not licensed to provide its services within the Netherlands. So the terms are violating the licensor obligations.

I belive that you might be aware that any casino legacy operating in the Netherlands shall verify whenever the player is excluded in system called crunks. This is applicable for both, online and physical casinos.

As such platforms are not performing above stated Verifications, the persons that are gamble addict, like myself, are under a huge risk.

However, I appreciate and completely understand your point of view as well. Thought there might be a resolution, as i have seen few similar cases on other Casbit Group related casinos here in complaints.

Please reject the case, as it is hot resolved. I will further proceed with complaints to the Netherlands Gaming Authority.

Regards

Hello catcatcher1987,

I'm really sorry that we could not help you out with your issue but as per casino and our point of view you were free to register there. If the casino is not following their license's rules, the license should be one to pursue this issue and deal with the casino but we can't enforce them to do so. Please try to contact the authorities to resolve this matter.

The complaint will be now closed based on the previous information given.

Best regards,

Nick