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

Heyy long story short I lost 8700 on Justbit on a new account but I was already banned from this casino because of problems they let me make a new account but with a different name but I used the same laptop Wallet and just like that lost all my money so I’m hoping to get a refund

Dear nathalie1985,

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

"12. The User warrants to provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of any person, misrepresentation regarding any affiliation with another person, entity or association, use of false headers or other acts or omissions to conceal one`s identity from Casbit Group N.V. for any purpose will be prosecuted under the law. In order to receive access to the Website User may be asked to provide valid subsisting verification of identity and relevant information. The Company reserves the right to ask for the proof of age from the User and block access to the website or suspend the user’s account if it fails to meet this requirement."

Unfortunately, your account was created with false information, which violates a fundamental rule of online gambling, therefore you are not entitled to any refund. We would really like to help, but it is impossible for us under these circumstances. I can only recommend that you always create an account using accurate personal information. 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 very much in advance for your reply and understanding.

Best regards,

Kristina

Yeah but what if I had won then they would’ve not paid me aswell I told them on my really account I have big gambling problems and I literarily used the same ip Wallet and everything and they let me play

Thank you for your reply, nathalie1985. Please note that casinos usually do not block IP addresses as they can be public or shared which would lead to dozens of accounts being inaccessible. Furthermore, casinos generally check for payment methods during the verification process or after requesting a withdrawal.

None of these two things are casinos obliged to check immediately during the registration and we cannot penalize them for it, nor can we force them to refund players who didn't provide correct and complete personal information. Usually, basic personal data such as name and surname, home address, email address, phone number, etc. is the first information casinos use to detect self-excluded players or if they have other active accounts.

Have you informed the casino about your problem? If you still have access to this casino account, I suggest that you request self-exclusion as soon as possible.

Dear nathalie1985,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.