Justbit Casino - Player’s account is blocked, and funds are confiscated.

Enough time has passed since the dispute arose. But before I did not know where to turn. Therefore, I am now trying to find a solution to this dispute.

On September 13, 2024, I registered on their website. Confirmed my email and phone number. Asked support to change my phone number to a Belarusian one. Since I didn't receive a verification SMS. Which they kindly did for me.

Immediately on 13.09 I made a deposit of 0.008 BTC.

I made bets and became a VIP client for them. But as soon as I requested a withdrawal, they asked me for KYC. After which they replied that access to the site was prohibited for residents of Belarus.

Okay, I agree that I did not see a restriction for my country in the rules. But I offered this casino to return my money. Since with such logic, they have no right to accept money from residents of countries that are prohibited from accessing the site. At the same time, I remind you that they deliberately changed my phone number to Belarusian (!).

It seemed like the casino was accommodating, but it turned out that it was just empty talk and they never contacted again. Apart from the typical formal replies that they needed more time...

At the same time, I had experience with other casinos where there were the same bans for my country, but there the casinos themselves returned the remaining money in the accounts.

Half a year has passed, and I still haven't received an answer from them. This question is still relevant.

Due to the fact that enough time has passed, I may have forgotten some information.

There was a winning amount on the account on top of the deposit. I do not claim it. I just want the casino to return my deposit of exactly 0.008 BTC to the wallet that I indicated in the correspondence with them (I can duplicate it). Because in their rules nowhere is it stated that they can confiscate funds. Logically, on the contrary, they do not have the right to accept funds from residents of countries whose access to their site is restricted.

During the conversation, they never once referred to any clause in their rules that they had the right to confiscate.

Please help me understand this situation and return my deposit, which they are illegally holding in their accounts.

I am attaching screenshots of the email correspondence in a general format as proof that we communicated for a long time, but without results. If necessary, I can provide additional information or screenshots.

Thank you, with respect

Dear brawlstarsforme00,

Thank you very much for submitting your complaint. I'm truly sorry to hear about the issue you're experiencing, and I'm here to assist you in any way I can.

To better understand the situation and to help you resolve it as quickly as possible, could you kindly provide some additional information?

1. Have you used any VPN or IP-masking software to alter your location while accessing the website?
2. Could you please specify the country, city, and address you entered in the registration form when you signed up at this casino? Additionally, was all of the personal information you provided accurate and complete?
3. Could you please forward the email thread between you and the casino regarding the refund of your deposit? You can send it to my email address at veronika.f@casino.guru.

Once I have this information, I'll be in a better position to assist you further. I look forward to your response and hope we can resolve this as soon as possible.

Best regards,

Veronika