Justbit Casino - Player’s requesting all deposits to be refunded due to existing registration with CRUKS.

I have very big gambling problem and registered Crucks(Netherland kansspelautoritei)When i begin to play i can not stop and because of this I have lost 8000 euros Yesterday .That amount is very big amoung.I can not carry that huge amount.I request my money paid to me back from justbit.io .Because i have gambling illness and i have Crucks register.Also i need that money too much.

Dear Aytekin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I’m sure that you are aware of the geolocation of CRUKS operation:

The Dutch Gaming and Gambling Authority KSA (Kansspelautoriteit) is currently implementing the regulatory framework for online gaming operators planning to operate in the Netherlands. The opening of the market has already been delayed as a result of COVID-19, and the Remote Gaming Act is now expected to come into force on 1 April 2021.

This framework specifies that all licensed operators must participate in the player exclusion register CRUKS (Centraal Register Uitsluiting Kansspelen) with the aim of preventing gambling addiction, combating gambling-related fraud and crime, as well as protecting players. The Remote Gaming Act will regulate online casino games in the Netherlands for the first time.

Since you have chosen a casino with a Curaçao license, it will be very difficult to resolve this case to your satisfaction. Could you please advise if you informed this specific gambling establishment about your gambling problem?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

I have informed all of ONLINE CASINOS about my stuation.Even justbit.io too. i had also send email to Gaming Curacao – service.Also other formal pleases about my stution.Most of casinos does not accept(It is very nice for me)I had also closed my account in justbit io.I have texted the i have big gambling problem they close but i wanted open it again.Problem is that they know i have gambling problem i said open why open why? i have sent you all of documents which is regarding that text.

this is their reply : Dear Aytekin,

Your latest refund request was refused by our administration. Your account was closed due to your gambling problems.

The amount of your withdrawals exceeds the amount of your deposits at our site.

I advise you to contact all casinos that you may know of and ask them to close your account for a lifetime due to gambling addiction.

You may also contact any of the following organizations for consultation and support if you think that you start spending more money than you can afford, or in case gaming starts interfering with your normal daily routines..

I think they want me to lost all of my money for request refund back!Moreover i have sent you email which has showing i texted to manager of justbit.io about i have gambling problem and closing my account.they know i have gambling problem but reopen my account!I have win total 7700 and lost it i did not say anything after lost again did not say anything los lost lost and yesterday i have lost almost 8000 euros and check their reply please!Moreever according to their policy,customer has %15 cash back i also did not receive it for yesterday!

Thank you very much, Aytekin, for all the forwarded communication and relevant screenshots. I can see that you sent a request to self-exclude yourself from several casinos due to a gambling problem. Unfortunately, the only communication with this specific gambling establishment was on the 9th of February, 2023 when you wrote: "due to some family problem i would like to close my acct".

Could you please advise when was your account blocked? I can see that you haven't mentioned the gambling problem when communicating with this casino. Is there any relevant communication that could prove otherwise?

Thank you for the reply.I have send documents to you.Please check them

9.2.2023: You wrote an email to casino that you wish to close your account due to some family problems

13.4.2023: You wrote an email to casino that you accept full responsibility for your actions and stated that you do not have a gambling problem

25.4.2023: You were informed that your account will be blocked for 24 hours

25.4.2023: You requested permanent self-exclusion without stating any reason that led you to your decision

Regrettably, you did not mention that your decision was prompted by your gambling problem. Additionally, back in April, you gave the casino assurances that you didn't have any gambling issues.

Kindly note that simply opening and closing a casino account without a valid reason does not make the casino liable, and therefore, it is not a valid basis for a refund.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you for the reply,

9.2.2023: You wrote an email to casino that you wish to close your account due to some family problems

(before that email I had indicated I have gambling problems because they did not want to close my account!Thats why i texted family problem!)

13.4.2023: You wrote an email to casino that you accept full responsibility for your actions and stated that you do not have a gambling problem

(i requested they open my account and they made text that letter about full responsiblity!If i have only family problem why they made texted all of responsbilty on my side?)

25.4.2023: You were informed that your account will be blocked for 24 hours.(This is their policy they say 24 hours but they dont close it)

25.4.2023: You requested permanent self-exclusion without stating any reason that led you to your decision(Ihave stating i have gambling problem so i requested closing my account.)

I lEARNED SOMETHING THAT NEVER DELETE EMAIL!NEVER DELETE WHATSSAP TYPINGS!

After a thorough review of the evidence presented, we regret to inform you that we are unable to proceed with your case. While we sympathize with your situation, we need to follow a fair and consistent process in our investigations, and based on the information available to us, we are unable to determine that the casino was at fault.

To avoid similar misunderstandings in the future, we recommend that you make it crystal clear that your gambling problem is the primary reason for requesting self-exclusion from our casino. It would also be beneficial to keep a record of all communications related to the self-exclusion request, including email correspondence. This will assist us in dealing with any issues that may arise in the future and will provide you with a solid foundation to support your claim, should any issues arise.

I hope that you understand our position and that this advice will be useful to you in the future. Please don't hesitate to contact us if you have any further queries or concerns.

I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.