Justbit Casino - Player's withdrawal is significantly delayed.

I have been waiting for my withdrawal since December 6. The casino does not pay me my winnings, they write that they do not have KYC verification, but this is not true. They asked me to send my documents for proof of address, proof of identity, and a selfie with a passport in my hands. I submitted all my documents, and chat support said that the verification takes up to 1 hour. But they still haven't released my funds, every time I go to chat to ask when I will receive my funds, the support says wait, you still have to wait. I do not recommend playing at this casino because they clearly do everything to avoid paying their players.

Dear draguulas,

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. Do I understand correctly that your withdrawal is being delayed because of incomplete verification?

Could you please advise when exactly you sent all your documents? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you very much for your reply. Of course, I sent all the necessary documents that I was asked to send. I sent them the passport and the bill on December 10. And a selfie with my passport on December 11. I also want to ask you to correct that I am a player from Austria, I am a player from the Netherlands. Maybe I forgot to turn off vpn when I registered on your site. Thank you. Because other platforms didn't allow me to submit a complaint or review for this casino unless I enabled vpn.

Thank you very much, draguulas, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 draguulas,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Justbit Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Casino Guru Representative,

Thank you for providing an opportunity to address the concerns raised by the user. We take all player feedback seriously and aim to respond to each issue promptly and transparently.

Following a comprehensive investigation, we wish to inform you that the closure of the user's account was a result of severe violations of our terms and conditions, specifically associated with fraudulent activities and document forgery.

The decision to close the user's account and suspend payouts is grounded in clear evidence, as outlined in the following clauses of our Terms and Conditions:

Clause 58 of T&C:

"JustBit has a strict anti-fraud policy. If Casbit Group N.V. has reasonable grounds to believe that the User has participated in or has been connected with any form of fraudulent activity (on the basis of anti-fraud, anti-cheating, and collusion detection practices used by Casbit Group N.V. as well as its gaming partners and other suppliers which are commonly used in the gambling and gaming industry) including, but not limited to:

fraudulent actions against Casbit Group N.V. or its (partners or) payment providers)."

Clause 12 of T&C:

"The User warrants to provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of any person, misrepresentation regarding any affiliation with another person, entity or association, use of false headers or other acts or omissions to conceal one`s identity from Casbit Group N.V. for any purpose will be prosecuted under the law. In order to receive access to the Website User may be asked to provide valid subsisting verification of identity and relevant information. The Company reserves the right to ask for the proof of age from the User and block access to the website or suspend the user’s account if it fails to meet this requirement)."

The violations include attempts to manipulate the system by submitting falsified documents and the presentation of doctored photos, such as manipulated selfies and images of identification documents.

Our verification partner, Sumsub, identified the player for document forgery and attempting to pass Know Your Customer (KYC) processes under different names on other projects. They provided us with conclusive evidence, including photos of the manipulated documents and selfies.

In accordance with our terms and conditions, JustBit reserves the right to take immediate action in such cases, resulting in the closure of the user's account to prevent further fraudulent activities. The associated funds have been deducted in line with our policy.

We acknowledge the gravity of document forgery and have diligently documented all evidence for administrative purposes. It is crucial to note that such actions are considered serious offenses in all jurisdictions.

Furthermore, we wish to notify the User that any attempts to register a new account with falsified documents will be met with legal action, as per Clause 59 of T&C. (In case of reveal one or several such actions on the part of the User or other similar actions, JustBit reserves the right to cancel the user account and suspend all payouts to the User. This decision is at sole discretion of JustBit and the User will not be notified or informed of the reasons of such actions. JustBit also reserves the right to inform the regulatory bodies of the User’s jurisdiction of such fraudulent actions performed by the User.)

We remain dedicated to upholding the integrity of our casino, ensuring a fair and secure environment for all users. Should you have any additional questions or require further information, please do not hesitate to reach out. We appreciate your understanding and cooperation in preserving the trust and integrity of our gaming community.

Best regards,

Rudolph,

Representative of the JustBit Casino.

Dear Rudolph and JustBit Casino,

Thank you for the answer and the information above. Could you please send me all the relevant information and evidence regarding the investigation of the player to michal.v@casino.guru?

Dear Michal,

Thank you for your help in solving this case. I hasten to inform you that the evidence has been sent to your email address. 

Best regards,

Rudolph,

Representative of the JustBit Casino.

Dear Rudolph and Justbit Casino,

I want to ask you to re-send the e-mail with the evidence, as it seems that the e-mail you have sent to me comes without any attached files. I have replied to your e-mail but there was no answer. I hope that together we can come to a successful conclusion.

Dear Michal,

I apologize, something strange happened and I forgot to attach the files to the email, I have sent you a new email with the proofs attached.

Best regards,

Rudolph,

Representative of the JustBit Casino.

Dear Rudolph and JustBit Casino,

I have replied to your email and asked for additional information, but to this day I got no reply. Please check your messages.

Dear Michal,

We apologize for the delay, but we would like to inform you that additional information has been sent to your email.

Best regards,

Rudolph,

Representative of the JustBit Casino.

Dear Rudolph and JustBit Casino,

I apologize but there seems to be a problem with the attachment in the email. I can't seem to open it without the previous files included. Please send me everything you can, preferably in one file. I appreciate your patience.

Dear Michal,

Considering that the player verification report from Sumsub takes more than 20mb, it does not allow me to send it via email, so I uploaded it to Google Drive and provided access via the link, as in the last letter I compressed the file via ZIP Archive and you had problems opening it.

A letter with the link has been sent to your email.

If you have any further questions or need more information, I will be happy to help you.

Best Regards,

Rudolph

Representative of the JustBit Casino.

Dear draguulas,

I had the opportunity to review evidence regarding this case, including the verification report from Sumsub, and indeed it seems that the verification procedure of your documents came out as unverified due to some discrepancies in your passport.

Could you comment on this issue and also on the casino's statement that you have been trying to pass the KYC procedure on different occasions with different names on other projects?

Dear draguulas,

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.

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.