Justbit Casino - Player’s attempts to self-exclude himself have been overlooked.

Hi, I am addicted to gambling and have no control over myself when the need to gamble come. 

That's why I am blocked since several years in Sweden and then I have manual closed my account around the world and with the reason that I am sick, addicted to gambling and have no control at all over it.

I sent an email to support@justbit.io and requested it to be closed permanently due to my gambling addiction on 1/2 2023. After that I received another mail from my VIP manager where he wanted me to specify reason once more. Also he says that he Will contact me in 24h for final confirmation. 

On 2/2 my VIP manager sent an email asking me for confirmation again. And I answered that I was sure, close the account permanently for all time to protect me from gambling.

About 1.5month later I got another message from a new vip manager that presents himself as my new manager. Since I lack control logged on to justbit and discovered that it is still open. One weekend and all my money was gone. 5050€ deposited on my account, and this should have Been impossible when I self excluded myself for all time permanently.

Justbit has made an mistake (or maybe they did it on purpose?). They should take responsibility for this, and refund me the deposits that should have been impossible to do. 

Its 6 deposits made on the same day (27/3) and the total amount is 5050€.

Dear tobbe1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails and screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. You already attached some of them when filing this complaint but some of them are blurred.

Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

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,

Petronela

Hi,

Yes i made it very clear that i wanted to permantly close it because i have an gambling addiction see scree

After that my vipmanager contacted me and told me he close it for 24h then come back to me and check if i still want to close it. See screenat

And i replied and confirmed it to be permantly closed becuasw have no controllers of my gambling Thats why i needed it to be close fortlever.

Then it took About march 22 when a new vipmanager contacted me. Frank, and offered bonus etc. I ofc fel for that and it ended with me deposited 5050euro in total.

Now this would have been impossible if he hade Done what i asked. I asked it to close permantly and i gave reason that i am gambling addict. But they opened it without me asking for it.

Med vänlig hälsning, best regards 

Tobias B*******

Thank you very much, tobbe1, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear TOBIASBERGLUND and CasinoGuru Team,

Thank you for bringing this matter to our attention. We have completed our investigation into your complaint and found that during the cooling-off period, our agent made a mistake, which resulted in the disputed sum being deposited.

We understand the seriousness of the gambling problem, and we would like to extend our sincerest apologies for any inconvenience caused. We will take immediate steps to prevent similar incidents from happening in the future.

Furthermore, we will proceed with the refund of the disputed amount to your account. Please be assured that we value your patronage and appreciate your feedback.

Thank you for bringing this to our attention and allowing us the opportunity to make this right.

Best regards,

JustBit Casino

Dear tobbe1,

I absolutely appreciate that you shared your experiences with the Casino Guru team. These are great news indeed. Please, let me know when you receive the refund.

Yes they did refund the whole sum.

Sadly my bank Ica refused to recive the payment so they sent it back Justbit.

swedish bankers must be the worst 😡

Im waiting for Justbit to transfer the sum to my other bank right now.

Dear tobbe1,

I am glad to hear we are close to the resolution. Please, confirm when you receive the refund.

I am glad to inform that i today got a full refund of 5050€ to my bankaccount. 🙏🏻

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, tobbe1, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist 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, Jozef