Justbit Casino - Player’s withdrawal request is delayed.

On September 2 I initiated my case with my VIP manager stating that JustBit.io is prohibited from operating in the Netherlands, yet it continues to market itself as a regulated and licensed online casino. Depositing and playing on this site is illegal, and upon verification with the Gambling authorities, I learned that JustBit is unlawfully providing games to Dutch residents.

After weeks of requesting updates on my case, on October 17 JustBit.io agreed on a refund amount of 1 974,16 EUR.

On October 18 I was told the following: "Our legal department has already started drafting the agreement. This may take up to two weeks to complete."

After regularly sending emails to the VIP manager for updates, I've gotten the same "I have transferred your request to the appropriate department, therefore I kindly ask you to wait for an email response regarding your case."

Now (since November 12), my emails are being ignored completely with not a single response including the update and the agreement contract.

To find out if this was done on purpose, I decided to start a live chat through the website to get in contact with the VIP manager there. The first time, the VIP manager told me to send an email, which I've already done several times. Before I could reply with my concern on why my emails are being ignored, the VIP manager closed the chat. The second time when I asked why my emails are being ignored, the chat was closed instantly with not even a single response. Now, I'm in an endless queue (even though I'm number 1 in queue).

What do I do at this point to get this all solved?

Hello fmsakira,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Justbit Casino. Please allow me to ask you a few more question before we would move forward.

• When did you register into the casino?
• Did you ever receive any withdrawal from them?
• When was the last time you spoke to the casino and what was it about?

Please note that if the casino rules does not restrict a specific country from registering, you are free to play there. Also it is the player's responsibility to find out these information before registering into any online casino and it is not an excuse to later find out that you were not supposed to play there. It is therefor entirely up to the casino whether they pay out any refund or not.

Looking forward to your answer.

Regards,

Nick

I think I registered around May/June.

I never received any withdrawal from them.

The last time they answered (which was the same basic copy + paste answer) was on November 12.

Hello fmsakira,

We typically do not handle cases like this, as it is the player's responsibility to read the terms and verify the availability of a casino in their specific country.

However, since the casino has promised you a refund, we will attempt to contact them on your behalf.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Best regards,

Nick

Hello fmsakira,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and as my colleague Nick mentioned, we generally do not manage situations of this nature, as it is the player's duty to review the terms and confirm the casino's availability in their respective country. Nevertheless, considering that the casino team has offered a refund, it is expected from them to honor this commitment. I will contact the casino to see if I can help.

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

Dear Justbit Casino,  

I would appreciate it if you could clarify the reasons behind the delay in processing the agreed refund for the player. If there are any specific factors contributing to this situation that cannot be disclosed publicly, please feel free to send them to me at michal.k@casino.guru.

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 all,

We would like to extend our sincerest apologies for the delay in processing your recent request. The delay was due to the high workload within our Legal Department, and we regret any inconvenience this may have caused.

We are pleased to inform you that a settlement agreement was recently provided and has since been signed. Currently, our relevant department is conducting the necessary verification of the authenticity of the signature on the agreement. This step is crucial to ensure compliance with our internal policies and regulatory standards.

We kindly ask for your continued patience as we finalize this process. Rest assured, our team is diligently working to complete this matter as quickly as possible. We will provide you with updates promptly as they become available.

Thank you for your understanding and cooperation. If you have any additional questions or need further assistance, please do not hesitate to contact our support team.

Best regards,

Justbit Casino

While I do appreciate that they have eventually sent me the agreement (that I also signed right away), it's still unclear when I will receive the amount. I understand this can take a few weeks, however I'd appreciate if there is an approximate time when this process is completed.

Thank you!

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 Justbit Casino,

Can you please provide us with any updates on the above?

Hey there! I want to add that JustBit's VIP manager has now once again stopped replying to my emails. I've received several similar: "Usually, it is processed quickly, however, sometimes, it needs a little bit more time. I kindly ask you to wait" answers before to my questions regarding an update.

I'd like to give JustBit a bit more time due to the holiday season, however I want this resolved as quick as possible, as this process has taken several months now.

Dear fmsakira,

I hope this message finds you well. Unfortunately, I have yet to hear back from the casino regarding my recent inquiries. Have they been in touch with you, or, ideally, have you received the agreed refund?

Dear fmsakira,

We understand your concern and apologize for the inconvenience. Currently, we are facing some unforeseen issues that have impacted our ability to process refunds promptly. These issues include system maintenance and updates that are taking longer than expected, as well as higher than usual transaction volumes, which are causing some delays. Rest assured that our team is working around the clock to resolve these matters and ensure that all transactions are handled as quickly as possible. We appreciate your patience and understanding during this time and will provide you with updates as soon as we have more information.

Best regards,

Justbit Casino

Thank you for the response, but when can I expect the refund approximately ? I can't imagine system maintenance and updates taking this long.

I appreciate the reply though.

Dear fmsakira,

We apologize for any inconvenience this delay may have caused. Our payment processing partners are currently experiencing delays that are beyond our control. We are in constant communication with them to expedite this process. We understand how frustrating this situation is and sincerely apologize for the inconvenience. Please be assured that we are doing everything we can to resolve these issues as quickly as possible. We will keep you updated on the status of your refund and will notify you as soon as it is processed. We also want to let you know that the speed of resolution of these issues is beyond our control.

Best regards,

Justbit Casino

The question is, when will I expect the refund?

Dear fmsakira,

Your request is currently being processed. We understand that it is important for you to receive a response as soon as possible, and we assure you that we will inform you as soon as there is news.

We cannot give an exact response time yet, as some processes are beyond our control. Your request is in the queue, and we will do our best to provide you with information as soon as possible.

Thank you for your patience and understanding! If you have any additional questions, please do not hesitate to contact us - we are always happy to help.

Best regards

Justbit Casino

Dear fmsakira,

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 know *when* I will receive the refund. I've been waiting for months and I still have not received an estimated timeframe.

How long will this take?

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.