Justbit Casino - Player’s withdrawal has been delayed and account handling is unsatisfactory.

I am writing to formally lodge a complaint regarding the ongoing issues I have experienced with receiving my winnings from Justbit.io.

I requested a cashout of my winnings on the 22nd of last month using the same payment method I had used for my deposit. After waiting for 10 days without receiving my funds, the amount was inexplicably returned to my casino account. When I contacted support to inquire about this, I advised them to convert my EUR winnings into cryptocurrency to facilitate a faster cashout. However, I was then told that I needed to make a new deposit with another card because, as per your support team, they are "technically unable to change to crypto" for withdrawals.

Following this advice, I made a minimum deposit of 20 EUR using a new card, which I subsequently lost while playing. I then requested another cashout for my previous 600 EUR winnings using this new payment method. However, despite following all instructions and making the required deposit, I have yet to receive my funds. It has been an unreasonable amount of time, and their support team, apart from being rude and seemingly uninformed, simply tells me to wait longer without providing any clear resolution or timeframe.

I am extremely frustrated with the lack of professionalism and transparency in handling this situation. It is unacceptable to treat customers this way, and I am beginning to feel that this platform may be operating dishonestly.

I demand that my 600 EUR winnings be paid out immediately using the payment method I have followed their instructions to set up. If this issue is not resolved promptly, I will be left with no choice but to take further action, including reporting this situation to relevant regulatory bodies and sharing my experience with other potential customers.

I hope for a swift and satisfactory resolution to this matter.

Dear kennethcini,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify when exactly you submitted your most recent withdrawal request? What is the status of this payment - is it pending, or has it been processed by the casino?

Have you passed the full KYC verification? Has your new card been successfully verified as well?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Last withdrawal was on the 5th of this month. No Bonus Attached

still got nothing almost a month waiting

Could you please specify if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

yes i did but never withdraw. Just a small update. the money came back to my account, played some more and now balance went up to 2k eur. I m asking them to convert my euro balance to crypto as that is the last option i have to take my winnings out of this casino. And they dont want to do it. they asked me to deposit in crypto so i will be able to cashout in crypto I did that deposited in crypto lost the crypto i deposited but still i cant withdraw the euro balance i have in crypto. they keep on repeating over and over again to deposit again in crypto i cant keep on depositing and the cashouts fail. this operator is a big scam.

Dear Casino Guru Team,

I’m writing to express my extreme dissatisfaction with the way you handled my complaint. After waiting for over a month, you have done nothing but drag your feet, and now it's too late. I’ve lost all my money because the withdrawal never went through, and it’s clear that the casino had absolutely no interest in paying out.

What makes this situation even worse is the long wait and lack of urgency on your part. Your inaction has only added to the frustration and disappointment I feel. Unfortunately, this case has not only destroyed any trust I had in Justbit.io, who outright scammed me, but also in you, Casino Guru.

Please close my case as "Unresolved," as there is nothing more to be done. I sincerely hope that you will have the integrity to post this and not simply sweep it under the rug.

It’s unfortunate that I have to take this tone, but your lack of support has left me with no other choice.

Disappointed and outraged!!!

Dear kennethcini,

I’m sorry to hear that you lost your winnings and that you’re disappointed with our services. However, I want to clarify that your complaint has not been open for a month. You submitted your complaint on August 13, which is 13 days ago. Please understand that we are currently managing over 800 active complaints. Although we strive to respond as quickly as possible, it’s not feasible to reply to all messages immediately. We have a 7-day window to respond to each complaint, and we always get back to you as soon as we can. It’s important for players to remain patient and resist the urge to gamble until their issue is fully resolved.

This complaint will now be closed. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.