Justbit Casino - Player's assets are being held after a supposed rule violation.

Hi,

The reason I contact you today is that justbit.io is withholding my balance of 1.63533799 btc and 5.12948 ethereum and haven’t given any indication that they are going to release it.

I have played with justbit.io since 10th of August 2023. It has been a pleasant experience until 17.10.23. 17.10.23, I received an email alleging a violation of paragraphs 59, 22 and 64 in their terms and conditions. I categorically deny these accusations.

Throughout my gameplay, I've maintained a standard approach to my gameplay. Justbit.io have encouraged it with increased limits, VIP managers and VIP bonuses indicating their perception of me as a losing player. I received these deposit bonuses and VIP offers often (I never accepted any bonus from them), all the way up until the same day as their email with accusations, 17.10.2023.

I have not taken advantage of any error or incompleteness at their site. All my activity has been in good faith and are in line with what any other gaming provider.

None of the terms 59, 22 and 64, which they (falsely) claim I have breached, says they can withhold my balance indefinitely or claim direct forfeiture, which they seem to be doing. I am yet to receive my deposits and/or winnings. 1.20318046 btc out of the 1.635335599 btc account balance consist of deposits. The eth on my account is winnings. I have deposited 4.2202212 eth and withdrawn 6 eth. I still have 5.12948797 eth in my account.

Additionally, I'd like to emphasize that the credibility of their assertion regarding breaches of terms appears to be minimal. I haven't placed a single spin or bet with justbit.io in weeks and they promptly approved my withdrawals without any hesitation during this time.

There is no serious ill-intentioned activity that takes weeks and multiple withdrawals before it clamped down upon. I want to emphasize I not have any ill-intentioned activity. This is done arbitrarily. This is done out of greed.

Your prompt attention to this matter is highly appreciated. Let me know if you need anything from me.

Sincerely,

Orde0

Dear Orde0,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Justbit Casino.

Could you please confirm that you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

What types of games did you play? Have you used any bonuses?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

1. They have not asked for KYC. I am preprared to do it if Justbit.io ask.
2. Yes, I made two eth withdrawals and four btc withdrawals. The latest 14.10.2023.
3. I played slots, betting and live casino.
4. No, I never accepted any bonus from Justbit.io. I made sure to cancel all bonuses they added to my account during my playing time with Justbit.io.

Best regards,

Orede0

Thank you very much, Orde0, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Orde0,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Justbit Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter and Orde0,

We apologize for taking so long to respond and thank you for your patience.

We have collected all the necessary information regarding this case and sent it to Peter's email. We hope that the information we have provided will help you resolve the complaint promptly.

If you need anything else or have any questions, we are always happy to help.

Best regards,

JustBit Casino Team.

Thank you Justbit Casino team for your email and evidence.

Dear Orde0,

I'm afraid I won't be able to help you with your issue. The provided evidence suggests that you were using an unfair betting strategy, which is not acceptable and forbidden by most if not all casinos/sports betting sites. Secondly, we currently only focus on casinos and casino-related issues. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Gaming Curacao authority for further help (https://casino.guru/licensing-authorities/curacao-license-4). I wish I could help you more.

Best regards,

Peter