Justbit Casino - Player's withdrawal request delayed and account blocked.

Greetings,

I recently created an account on Justbit and began playing. Fortunately, I had some success and accumulated winnings. However, when I attempted to make withdrawals, my requests for small amounts like 150, 175, and 100 euros were not processed. Despite waiting for 20 days, I received no response, despite having over 2000 euros in my wallet.

On another occasion, when a friend visited and I created an account for him using the same location, my account was immediately blocked. The reason provided was that multiple accounts from the same IP address are not allowed. Despite my efforts to resolve the issue and retrieve the funds from my account, I have been met with unhelpful responses from customer service, stating that they cannot assist me due to the account blockage.

Dear aliqaitlbe7,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

Thanks for your response,

I can assure you that nobody has accessed my account or attempted to create an account or log in using my information. I only created an account for my friend using all of his information.

All of my wins were in live games such as (Crazy Time, Monopoly, and...).

Initially, I played with the welcome bonus, but I lost it all, so my wallet balance was 0, and after that, I started playing without a bonus.

was forgot to tell you that I did verify my account.

Hi aliqaitlbe7,

• Can you clarify why you created an account for your friend using his credentials?
• Did you utilize your device to do so?
• Additionally, do you and your friend share any of the following: the same home address, payment method, or IP address?

Thank you.

Dear aliqaitlbe7,

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.

I want to check if I did a small deposit and try to withdraw it will it work! but an fortunately it didn't.

we use his own device.

we do not share any details togather he lives on his own.

Hi aliqaitlbe7,

Before we reach out to the casino directly, could you please confirm the following:

• Your account was created before your friend's and was successfully verified in the past.
• Your winnings were accumulated without an active bonus.
• You assisted your friend in opening an account from your IP address, but used his own credentials and his own device to do so.

Thank you.

Yes everything that you have said is correct.

my account was created and verified before making an account for my friend.

my winnings was without bonus.

and I only assist my friend with opening account from my ip address we used only his credentials

Thank you very much, aliqaitlbe7, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello aliqaitlbe7,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

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

Dear JustBit Casino,

Can you please provide more information on why was the player's account blocked? Is the IP match with another account the only reason for blocking the player's account and not processing their withdrawals? If there is any information that I've overlooked or any information that can justify your decision to block the player's account and void their winnings, please forward it to me at michal.k@casino.guru 

Hi Michal,

The reason is that we can't have 2 account vorm the same address (same internet WiFi). that is why I got my account blocked. I have tried to contact the hulpsupport the said you have been created 2 account from the same address same WiFi internet. after that I asked if I can do some steps to reopen my account but thy said it can't be open anymore and that is what's making me crazy

Dear aliqaitlbe7,

So just to confirm, you have created your account from your own device (cellphone, PC, laptop, etc.) with your credentials, and you helped your friend create his account from his own device (cellphone, PC, laptop, etc.) with his credentials, correct?

exactly

Dear Michal,

We appreciate your attention to this matter and the opportunity to provide clarification regarding the complaint from the player.

After a thorough investigation, we found that the player was blocked due to multiple violations of our terms and conditions: 

- creating more than one account in order to get advantage from Casbit Group N.V. promotions;

- multiple account strategy/proxy account strategy.

According to our rules, only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, JustBit must be informed by the respective Accounts’ holders. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.

Furthermore, after our additional clarification, the player confirmed that he and his friend used the same IP address. This further corroborates our findings of multiple accounts being created from the same household, which is against our policies.

Additionally, our investigation revealed that the player stated his usage of third-party payments and bank accounts, which is also a direct violation of our terms and conditions. Due to these significant breaches, the player’s account, as well as any associated accounts, have been permanently closed.

We hope this clarifies the situation. If you need further information or assistance, please do not hesitate to contact us.

Best regards,

Elon

Representative of JustBit Casino

Dear Elon / JustBit Casino,

Please forward supporting evidence of your claim to me at michal.k@casino.guru

Dear Michal,

We appreciate your help in this case very much.

We inform you that we have sent all the information you requested above to your e-mail address.

Thank you for your attention to this issue, and we look forward to resolving it collaboratively.

Best Regards,

Elon

Representative of JustBit Casino

Dear Elon / JustBit Casino,

I have replied to your email and am now awaiting more details so that I can look into possible solutions.

Dear Michal,

We have emailed you all the information you requested above.

Best Regards,

Elon

Representative of JustBit Casino

Dear Elon / JustBit Casino,

Thank you for the provided information and evidence.

Dear aliqaitlbe7,

I was informed by the casino team that you have not completed the KYC verification process. Could you kindly verify the payment method you used to deposit funds into your account, as well as the payment method your friend used to deposit funds into his account?

Dear aliqaitlbe7,

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.

I don'tknow what the kfc verification is but I did do all the things to verify my account (id, email and even an code form specific app). th method I used to deposit money was IDEAAL. Also my friend has used the same method but we have a different bank account, so we didn't used the same bank account.

Hello Elon / JustBit Casino,

I have recently forwarded an email containing some additional inquiries and am looking forward to hearing back from you soon.

Dear Michal,

We have reviewed and clarified the questions you requested. If there are any further details needed or additional questions, please feel free to reach out.

Thank you for being so cooperative.

Best Regards,

Elon

Representative of JustBit Casino

Hello Elon / JustBit Casino,

I have replied with additional inquiries and look forward to your timely reply.

Dear Michal,

In response to your request, we have reviewed and clarified the questions.

Best Regards,

Elon

Representative of JustBit Casino

Thank you for all your emails with information and supporting evidence, Elon / JustBit Casino.

Dear aliqaitlbe7,

After gathering all the necessary information and evidence, we are not able to pursue this case anymore.

While we do not view the IP match of 2 distinct accounts as a legitimate justification for seizing the player's winnings, in your situation, it is important to note that there were other factors at play in this particular situation.

We have received evidence that both accounts (yours and your friends) have used similar payment methods, depositing the same amounts and engaging in the same or very similar gameplay at the same time (including playing the same games from the same game provider, placing very similar and at times the exact same bet amounts, and other similarities), which cannot be considered a mere coincidence.

As the casino team has informed you previously via email and in this tread as well, the following rule applies:

17.1. Only one Account for each household, IP address and computer . device is allowed. If two or more users share the same household, IP address and computer device, Justbit must be informed by the respective Accounts’ holders. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning instances of multiple accounts or coordinated gameplay, such as in this case.

I wish I could be of more help.

Best regards,

Michal

Casino Guru