Justbit Casino - Player's winnings disappeared, account is inaccessible.

I would like to clarify that a month ago, I was able to access and play on this site where I placed bets and won 600 francs that I subsequently withdrew. Suddenly, the money vanished; it wasn't in the withdrawal history nor anywhere else. I spoke with the agent who assured me it was normal and the processing was in progress. However, the following week I couldn't access the website due to restrictions in Switzerland, yet the payment was still being processed. I regularly communicated with the agent through email and WhatsApp who consistently reassured me there was no issue and that it typically takes 10 business days. In the end, according to this agent, my bank rejected the money. I somehow managed to access the website again, only to find that I could no longer access my casino account. Up to this point, the agent has been of no help whatsoever.

Yesterday, a month from my initial withdrawal request, I told the agent about being unable to log into my account, at which point they agreed to launch an investigation into the issue. They never wrote back to me. Moreover, they were unable to inform me if my funds were still in the account.

Dear yodecubaza,

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 if your account was fully verified in the past?
• Have you been offered any alternative payment method to withdraw your winnings?

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

Yes, my account was verified correctly in general they wouldn't let me make a withdrawal if it wasn't that way.

I made my retirement request through my credit card with which I made the small steps that if I remember correctly were 3.

Everything is already fixed. Thank you very much and I hope I don't have to bother you.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, yodecubaza, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru