Justbit Casino - Player's winnings have been confiscated.

Hello , I Have complaint about unpaid 5300 euro from to casinos both are under Casbit group N.V Justbio.io and BETSPINO ,

Justbit.io has refused to pay out unpaid 3700 euros and Betspino 1600 euro , I was playing game PIGGY TAP from ONLYPLAY provider in their casino and won 3 jackpots - MINOR , GRAND and MAJOR , they were huge jackpots on that time someone managed to boost them up with alot of money , Major was

10 000 euro , Grand 14 000 euro , Minor 3400 euro , i was playing with 0.01 euro cent bet which was allowed the lowest bet per tap/hit , and I was also playing on my mobile phone using providers offered option - Autospins/ auto taps which ones are in game , so to say i won those jackpots because nobody else was playing and i have each win screenshot and proof of everything being legit real, then casino saw that my account balance was

27 000 euro and they started to ask me for KYC documents and if i have used any scheemes in game when it simply was playing on phone and using autospins as 70% of players are doing in that game , then they understood that nothing was violated and started to accept withdrawals till 23 000 euro they stopped and blocked my account without specific reason ,when they were asked for reason of such account closure they kept repeating - violating casino rules by using autospins which providers offer.

I have all screenshots and evidence that nothing was violated.

Now they refuse to pay me out 3700 euro Justbit and 1600 euro Betspino and without any explanation they ignore my request for my rest unpaid money to be paid out.

Dear shamejs23,

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

Please understand in our complaint resolution center complaints can't be pursued for more than one casino in one thread. Therefore I would recommend you file another complaint for the issue with Betspino Casino. In this thread kindly provide information relevant to the issue for JustBit casino only. I adjusted the disputed amount of this complaint reflecting the alleged 3700€ unpaid by Justbit Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share relevant information regarding the promotion/tournament you participated in?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hello again basically there wasn't any kind of tournament it was just ordinary jackpots like each day but those jackpots are being pumped up by other players playing on high stakes/bets for example if player is playing on 50 euro bet per hit/tap 2% of that money goes to grand pool and 1.5% goes for both Minor and Major pool . I will add some screenshots of those jackpots.

Looks like something wrong with adding a screenshots here

i added all the screenshots on yours provided email.

Thank you very much, shamejs23, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello dear Casino guru team thank you very much!

Hello shamejs23,

It's Michal again, I have taken over this complaint as well and will contact the casino to shed more light on this matter.

We would like to invite Justbit Casino to join the conversation.

Dear Justbit Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru

Thank you in advance.

Dear Michal,

Thank you for your assistance with this matter.

We are pleased to inform you that all the documents and investigation results have been sent to your email address. 

Please check your inbox, and feel free to reach out if you have any further questions or need additional clarification.

Best regards,

Elon

Representative of JustBit Casino

Hello Michal ! I would love to see also that proof from them that playing autplay game was something violated . I just want to see what epic evidence they have .

Best regards Mareks.

Dear all,

I apologize for my delayed response. It is necessary for me to carefully examine the information and evidence presented by the casino in order to determine the appropriate course of action.

Dear shamejs23,

I am writing to inform you that I will share an update on the case at my earliest convenience.

Hello Dear Michal and Casino guru ,,take your time as much as you need! I will be waiting

Dear shamejs23,

I have obtained further details from the casino team. While I comprehend the reasons behind the casino team's decision to mark your account as suspicious, given that certain aspects of your gameplay raise questions, I am, however, not fully convinced that this provides sufficient grounds for withholding winnings. I will need to bring your case to our regular complaint team meeting where we decide on how to approach your case and what will be the appropriate course of action going forward.

Hello Dear Michal , Thank you for your answer and as i said previous i was simply placing autospins on my mobile phone and simply playing I don't even know how can you do something illegal or do irregular play by just playing autoplays that are provided from their side . And about those bonuses that they are trying to make false accusation . I can simply clarify on these , They said , " Make deposit and we will give you like 10-15 free spins" which all the time if I recived I gained 0 nothing on them , i legit never won any of their bonuses spins never! So i don't get it how it could give me illegal advantage on their casino by never winning on free spins.

Best regards Mareks Šalms

Dear shamejs23,

I have engaged in quite extensive discussions with the casino team, but they have reiterated their position on not refunding your winnings, as has been posted in your other complaint concerning the same issue in Betspino Casino. I have made one last attempt to find a consensus with the casino on how to address your complaints, but if even this fails, we will need to close your complaints as unresolved. The only course of action if you wish to pursue your complaint further would be to submit a complaint to the casino's licensing authority.

I will await the casino's response and will proceed accordingly based on their final decision.

Dear Michal again thank you for help , so if they decide to not pay out money , will you tell me how to submit complaint to casino licensing authority? Thank you Mareks.

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 shamejs23,

I have tried to find a consensus with the casino team, but unfortunately, they have lost interest in reconsidering your case. Although I acknowledge that your gameplay did raise questions due to its deviation from typical patterns, it remained within the standard operations of the game, and no evidence was provided to us of a potential software bug or glitch that could have given you any unfair advantage, thus we believe you are entitled to receive your winnings. It is evident from their last response that the casino team has lost interest in addressing the issue. We view this approach as unfair, hence, we are compelled to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

The Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru

I am sorry we could not be of more help on this occasion. If you experience an issue with any other casino in the future, feel free to contact us again, and we will do our best to help.

Best regards,

Michal

Casino Guru