Justbit Casino - Player’s struggling to complete account verification.

Back in January 2023, i contact the casino to close my account and refund my money, they agreed but they said i need to verify my self so they asked documents, like ID. i provided everything they need. i have proof of sent emails with my id and documents they asked for.

It is not June, even after 5 months, they are still telling me to wait and be patient. 5 MONTHES!

I also figured that they aren't allowed to accept players from The Netherlands, and they refunded money to Netherlands players, since they don't have licence in the netherlands.

Dear Bella,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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 Petronella

I understand the KYC verification process but don’t you think 5 MONTHS is a very long time and unacceptable. They don’t tell me the problem. Even today the vip manager told me I kindly ask you to wait for an email response.

how long do I have to wait?

Is there any relevant communication that your could forward to petronela.k@casino.guru, please?

I have sent you an email with the communications.

Thank you very much, Bella, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear Bella,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Thank you Jozef, if they ask for my id again then that would be a lie because i sent them AGAIN this week

Dear Bella and Casino Guru Team,

We appreciate your patience regarding this case and take it seriously. However, we need additional time to reply clearly to this request. We waiting for the relevant department to provide their decision.

Sincerely,

Justbit Casino

Dear Justbit Casino team,

thank you for your cooperation. I am extending the timer by 7 days to provide you with additional time for investigation. Please inform me if you require further extension.

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 Casino Guru Team, 

We want to provide our evidence regarding this case to jozef.k@casino.guru as it contains sensitive information we wouldn't like to provide to a third party.

We sincerely apologize for the delay, as such a case requires additional time and communication between different departments.

Sincerely,

Justbit Casino

Dear Justbit Casino team,

I would like to express my gratitude for your cooperation. I am hereby granting a 7-day extension to the timer. I understand that gathering all the requested evidence can be a time-consuming task. Please inform me if you require additional time.

Dear Casino Guru Team, 

We have thoroughly reviewed this complaint and sent our explanation to your email address: jozef.k@casino.guru, as it contains confidential information. We hope the email and information included find you well. Please, inform us if you require further information.

Sincerely,

Justbit Casino

Dear Justbit casino

why isn’t no explanation sent to me then? Don’t I have the right to be informed? This case could have been closed 7 months ago but due to failed communication on your side this had to be dragged for months.

Dear Bella,

I am very sorry about the situation, but according to the casino's information, it has been determined that you submitted forged documents during the verification process. Please remember that it is important to always provide genuine and accurate documents during the KYC process, as any attempt to circumvent it is considered fraudulent. Based on the information, I am forced to reject your case.

You have every right not to agree with our decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru