Justbit Casino - Player's asking for a deposit refund.

I have a gambling problem. i have requested to close my account forever more than 10 times but they have reopened me again. Justbit doesnt have the right to operate in my country because they dont have a license here and gambling is forbidden in my country Albania. At december 2022 i have requested from them so many times to close account forever and they havent closed it. their managers Monica and Alexa have send me a message in telegram that we can reopen again the account . At year 2023 i have a balance with them (deposits-withdrawals) 19500 euros . i request that amount to be returned me back at skrill account . at photos you have wallet refill and withdrawals for year 2023 . 

on december account was closed( self excluded for life with my request !

on 5 january her vip manager text me on telegram the text that is shown on email, that if i send to them they can reopen account. they reopened. than i asked self exclusion again in january , march and april , and they reopen again. on 14 april you see email that i ask self exlusion 6 month , they still didnt close my account . they profited from my weak gambling habit , operate in a country that doesnt allow gambling and i lost more than 19500 euros from january until now, year 2023 . i want that amount to be refunded to my skrill account : s***@gmail.com .

that is the correct amount after i asked to be self exluded from gambling activity and they re allowed me again to play…causing me heavy losses and depresion.

you have in pictures my deposits and withdraw for year 2023 (deposits-withdrawals=19500 euros) .

Dear sofokli92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"95. In case you want to be temporary or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusion available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email."

Could you please forward all the emails showing that you have sent requests for your account’s closure following these instructions? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Do you currently have access to your casino account, please?

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,

Kristina

if a player says i have a gambling problem and please self exlude me forlife. they did self exclusion two times on december and on february with success. i cannot reopen it , but they send me the format in telegram how i can write to them to reopen it . after closing two times , they send me the format in telegram how i can reopen again. chats in telegram are not saved but fortunately the emails are saved. they are breaking the law operating in albania, here gambling is forbidden and is not allowed . and they didnt respect their own rules : if a player asks 6 months or forlife, you cannot reopen account in 6 days. on date 23 if you read email carefully they send me the format by themself how to write them to reopen account.

i currently have access to my account ! thats the reason i wrote here because with them i cannot close account . they cant close you !

besides of breaking the rules of self exclusion and operating without license . they steal you money from withdrawals . if you see total service transfer is 3288 xrp or 1400 euros .

if an account is closed two times for gambling addiction, you cant reopen it so easy with just writing an email ! i send these email format also at stake, mystake or bet365 or others company that iam self excluded and they didnt agree to reopen my account. here at justbit you can reopen it when you want ! they profit from your gambling addiction.

they

still wants 1 week time to close account , thats absurd ! they still want to profit from gambling addiction.

you can ask justbit , in december and february that my account was complete closed by them , i didnt have access. for how much time did i ask self exclusion? they dont lie ? and who send me the format to send to them to reopen account ? they dont lie…i think they must improve that self exclusion system , because that is not good you can self exlude for life and open in next day…

Thank you for your reply, sofokli92. So let me summarize everything you posted here. First, I do not see any emails you sent to the casino, in which you clearly state that you want to close your account permanently because you have a gambling addiction. Saying that you need to take a rest is not equal to clearly expressing gambling problems. Therefore we cannot penalize the casino for reopening your account after you confirmed in the reopen request that you have complete control over your gambling.

Secondly, the one time you informed the casino that you might have gambling problems, it was via what I assume was a WhatsApp message, which unfortunately, doesn't follow the casino's instructions, which clearly says you need to request self-exclusion via email.

I apologize, but I am afraid that based on the information you provided so far, there is not much we can do. If you do not have a self-exclusion request in which you clearly state the gambling problem as the reason for the self-exclusion sent via email as suggested by the casino, we are not in a position to ask for any refunds.

I can only recommend that you send a new self-exclusion request if you currently have access to your account. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

 

Example:

 

Email subject: Self-exclusion

 

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

 

 

"Greetings xxx xxx,

 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

 

The reason that preceded my decision is xxx (gambling addiction/problem)

 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

 

Please send another email to support@justbit.io, and keep me informed about any further developments. Thank you in advance.

i have self exluded myself two times for life and account was succesfully closed by them with no right to reopen. than they send me the format how i can reopen account . all chats have been in telegram and i dont have any more proves. but if you stand with the right and they dont lie . you can ask them here ! was my account self exluded in december forerever ! i asked by you just to make that their question ? was their mistake that reopen my account and i lost i ton of money. and money of service transfer how they can hold without noticing me ? you have 3288 xrp or 1500 euros money fees from withdrawals in screenshots. i asked a full refund or partially refund because account was reopened by them , knowing iam self exluded forever !

another dispute is 3288 xrp or 1300 euros. they take fees from your withdrawals. i didnt notice at first because i was winning but later after some time when i saw transactions , they took over 3288 xrp or 1300 euros for service transfer for withdrawals. i saw at first at casino guru but they didnt show in their website or rules that they take money from withdrawals which is unfair . so i want refund of 3288 xrp or 1300 euros they have taken from withdrawals unfairly without noticing me and breaking the rules. that amount i want refund !

how are you not talking for these extra fees they took from withdrawals ? how they take without notice you or writing in their website ? dont you think that so called service transfer (or withdrawals fee ) i need full refund of them ? or not talking that they operate in a country without license and that gambling is prohibited ?

take a rest or not take a rest , i asked my account to be closed for 6 months with no right to reopen , request was made by email and telegram. despite gambling problem, they should have done that , respect my request. it is a self exlude request ! you have in email.

I believe I explained clearly why we don't think you are entitled to a refund and I provided detailed instructions on how to properly request self-exclusion. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

close this complaint . so i can open a new complaint about fee they have taken from my withdrawals .

i know that you are on side of casino, because in this chat you havent asked casino just 1 question ?? if iam telling the truth or not ?

if iam telling the truth i should be entitled to a refund or partial refund !

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.