HomeComplaintsJustbit Casino - Player’s withdrawal is delayed.

Justbit Casino - Player’s withdrawal is delayed.

Amount: €1,700

Justbit Casino
Safety Index:Below average
Submitted: 28 Oct 2024 | Case closed : 17 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 week ago

The player from Italy faced a withdrawal issue after waiting 48 hours, as the casino claimed insufficient funds to process her payment and did not return her money to her account. The Complaints Team extended the time for the casino to resolve the issue, allowing an additional 7 days for processing. However, due to the player's lack of response to inquiries, the complaint was unable to be investigated further and was consequently rejected.

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3 weeks ago
Translation

After waiting 48 hours for a withdrawal, the casino informed me that they do not have sufficient funds to pay and have not even returned the money to my account.


I have deposited a lot with this casino, and for my first payment with everything in order, they are not paying me.

Automatic translation:
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3 weeks ago

Dear elisateo921,

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

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

  • Could you please advise if your account has been fully verified?
  • Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
  • When did you request a withdrawal from the casino? Is it still pending in your account?
  • Could you please share the communication between you and casino support for us to review? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

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3 weeks ago
Translation

Hi Tomas I sent everything by email, the withdrawal was made on Friday and had to be paid within 48 hours, today the wording was "aggregator status cancelled" and as you can see from the chat sent by email they said that it is an internal problem of theirs since I have everything in order.

Automatic translation:
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3 weeks ago
Translation

Please kindly ask them to respond as they reply with generic sentences and I can't even understand what technical problem it is.

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2 weeks ago

I fully understand your frustration, elisateo921. However, I will set the timer for an additional 5 days to allow the casino two full weeks to process the payment. If there’s no development by Saturday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

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2 weeks ago

Dear elisateo921,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 week ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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