Justbit Casino - Player’s funds are confiscated after account closure.

I am writing to raise a formal complaint regarding the unfair confiscation of my account funds by JUSTBIT

After informing them about my gambling addiction on chat and requesting that my account to be closed, my account was indeed closed for gambling addiction.

But all the remaining funds were confiscated, with the explanation that I had violated your terms and conditions.

I want to clarify that:

I do not hold any other accounts with your casino.

I am willing to complete the KYC process at any time to confirm my identity.

I have not used any bonuses or promotional offers.

Given the circumstances, I believe the confiscation of my funds is unjust. I kindly ask for a thorough review of this matter and a fair resolution, including the return of my remaining funds.

Dear Propor18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did the casino specify which rule(s) you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Dear Propor18,

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.