Justbit Casino - Player's attempts to self-exclude are overlooked.

These guys behind this site are evil as hell. I have told them I have gambling problems. They literally refuse it and just trolls me. Ignoring it to let me deposit over and over again.

Is this allowed is my question? they have 8/10 rating here on CasinoGuru. Please tell me CasinoGuru?

Be very careful on this site. They like to pretend to be nice to you with bonuses etc.

Dear dunder_mannen,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you first mentioned you have gambling issues to the casino representative on May 13th?

Could you please specify the date of the conversation you submitted to us on the 2nd screenshot?

Is your casino account currently open or closed?

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

Best regards,

Tomas

Hello.

Yes that is correct I first mentioned about my gambling issues on 13th May after months of playing there. I have since then deposited 560 Euro in to their site which I want to be refunded as it have caused me big problems.

The second screenshot is from yesterday and they have currently put my account on cooling off period even though I once again told them I am gambling addicted.

I want my money back and my account completely closed!! As I have been trying to block myself from all sites but Justbit impossible. I already blocked me on Spelpaus months ago for gambling problems. I don't want to gamble ever again but I can't stop when they don't let me block myself.

Thank you.

Thank you very much, dunder_mannen, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello dunder_mannen,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Justbit Casino to join the conversation.

Dear Justbit Casino,

Can you please provide information on why you have not closed the player's account since they requested you to do so on May 13, 2023? The player should not have been able to make any deposits into your casino once they requested account closure because of gambling problems.

Thank you Michal. How is it going?

Dear dunder_mannen,

I have not heard back from the casino rep yet, I will give them a "nudge" again.

Dear dunder_mannen and Michal,

We apologize for the delay in our response.

Following an internal investigation, we have thoroughly reviewed all the email conversations with the user.

During our examination, we discovered that the user had mentioned a gambling issue, which unfortunately went unnoticed by the VIP manager.

As a result, we have initiated an internal investigation and are implementing additional training measures to prevent such oversights in the future.

We truly take the gambling problem very seriously and deeply regret this situation.

We have already reached out to dunder_mannen from our payment team regarding the refund of 560 euros.

Once again, we sincerely apologize for any inconvenience caused and appreciate your understanding.

Best regards,

Justbit Casino

Thank you for the response and explanation, Justbit Casino team.

Dear dunder_mannen,

We believe that when self-exclusion is requested and a gambling problem is given as the reason for this, the account should be closed as soon as possible. As the casino mentioned, there was unfortunately an error on the casino's support side which of course can very rarely happen even in the best casinos. However, the casino responded fairly in our opinion. I believe your casino account was closed and your deposits will be returned. Please let me know once you successfully received them.

Hello.

Yes it's solved now and received the money. Transaction went fast and my account is closed. You are right, I had no issues with this casino besides closing my account which was crazy and shouldn't have been a problem especially since I told them about my gambling issues two times. Any way my gambling is now done forever and thank you very much for the help.

Best regards

dunder_mannen

Great news, dunder_mannen. I'm glad to hear that you successfully received your funds.

As the complainant confirmed that the issue was solved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru