Justbit Casino - Player was charged withdrawal fees when withdrawing his funds.

From my 20058 USDT dollars withdraw in my justbit account, they have taken fee 1258.8 usdt . in their website doesnt say that they take fee from crypto withdraw. so i ask refund of this amount immediatly . this report of transactions is from their website .

Dear sofokli92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Justbit Casino, however after checking the casino's terms and conditions I found this: https://justbit.io/policy/terms-of-use

41.JustBit may charge assigned fees for processing withdrawals. If such fees occur, they are visible during the withdrawal process.

41.1.In case of more than one withdrawal request within a reasonably short period of time at the sole discretion of JustBit, the Company reserves the right to charge assigned fees for processing withdrawals.

41.2.For certain payment methods JustBit reserves the right to charge assigned fees for processing withdrawals during every withdrawal request.

Do I understand correctly you requested the withdrawal fee to be refunded? How did the casino reply?

Looking forward to hearing from you.

Best regards,

Tomas

Casino hasnt noticed me about withdrawal fee ! when i have asked them in chat they have said we dont charge on crypto. today i asked the same , and they said we dont fee you in chat. when i see later that amount in transactions, they have taken a fee service transfer which for me about 6 % is high. blockchain doesnt take so much.

when i have asked refund , they just dont reply anymore my messages because these are hidden fees they take.

they are confused , they workfor years for justbit have over 30 minutes and dont give me an exact reply if they take fees or not. this is crazy situation. at first says no , than they dont reply ! after 30 minutes they gave me this reply . now you have to ask them , why they have taken fees transfer service from me ? and they have to refund me that amount. i know this gives them a very bad reputation. you cant keep money from a player is winning . they have to respond for that .

usdt deposit adress : THsbr6u4b91XHA75KsUbspr5hGZ4CjNuj7

network :Tron

i expect from them to refund me immediatly in this usdt deposit adress , fees have taken unfairly from me. i dont have to say any more things. here they have my usdt deposit adress, my 1258.8 usdt to be refunded here, its my money not their money !!!! now ball is in your side , hope Casino Guru will help me to solve this with them !!! i dont think you have so much to examine , evidences and proves are clear as sun. you have to ask justbit will they refund me my money taken unfairly or not ? if you want to help me .

they dont respond , to return me fees haven taken from my withdrawals. Alexa , my past manager.

Dear Casino Guru Team and sofokil92,

We have conducted a thorough investigation and would like to share our findings with you.

Based on our examination of the case, we did not find any information regarding fees in the player's account. Please be advised that we do not charge any fees except for the fixed fees associated with certain fiat withdrawal methods. In addition, users are always informed in advance if any fees are associated with their withdrawal.

Regarding the specific transaction you mentioned, we found that it was a conversion of 1 258.85564015 USDT to 3288.9834565845 XRP. We can confirm that this transaction was fully confirmed by the user.

We appreciate you bringing the matter of fees in the player's account to our attention, and we hope that our response has provided the necessary clarification.

Best regards,

JustBit Casino

i have not authorized a transaction like that and in your system says these are fees taken by transactions. because when you deposit to them. you deposit usdt or xrp and they convert you in euros. after when you withdraw, you withdraw euros and they convert you in xrp or usdt. they take fees like exchange but in that case fees are more than 6% !

you are not an exchange to convert xrp to usdt or etc. with what reason i would request sth like that when i do it at exchange !

iam waiting for a single proof by you. and as we know it in your casino we cannot exchange cryptos because you are not an exchange , its against the law. so refund me fees you have taken unfairly.

Dear Casino Guru Team and sofokil92,

Here is proof of where the player confirmed conversion. Usually, we are not converting currencies, it was converted due to a temporary issue with the USDT withdrawal, and it was fully approved by the player.

Best regards,

JustBit Casino

i have withdraw more than 20000 usdt from my account and never had any problem. this are fees taken from me. this chat doesnt prove anything, nor amount nor anything.if you see in their transaction i have withdraw succesfully more than 20000 usdt.

Thanks to both parties for the reply.

Dear JustBit Casino representative,

Was sofokil92 informed about the amount of the transaction fee necessary for the conversion or was the fee amount publicly known? Was there an expectation the player bears the fees for the conversion?

Looking forward to your reply.

Dear Casino Guru Team,

To clarify, we did not deduct any fees for this conversion. The sole purpose of the conversion was to ensure that the player could withdraw the full amount in XRP without any hassle. This was a one-time conversion, and no fees were charged during the process.

We're happy to report that the player was able to withdraw their balance, including the XRP funds, without any issues, and we did not charge any fees for the withdrawal.

Thank you for your attention to this matter, and please let us know if you have any further questions or concerns.

Best regards,

JustBit Casino

this has nothing to be with service transfer . i have received 20000 usdt and from that withdrawal they have taken fee 1258 usdt ! they made exchange ilegally , they dont have the right to do. they operate as casino not exchange. they take fees when you deposit and take fees when you withdraw. always they convert it without noticing you.

Dear Casino Guru Team,

We wanted to provide you with additional evidence that supports our previous claim that no fees were taken from the user's withdrawal.

As you can see from the attached screenshot, the user's withdrawal transaction is clearly displayed in our back-office system. We have reviewed this transaction and can confirm that no additional commissions or fees were charged.

Based on this evidence, we believe that the user approved the transaction and there was no miscommunication regarding any potential fees or charges. We take transparency and fairness very seriously, and we strive to provide our customers with a seamless and hassle-free experience when using our casino.

Please do not hesitate to reach out if you have any further questions or concerns. We appreciate your cooperation and look forward to resolving this matter as soon as possible.

Best regards,

JustBit Casino

you didnt take so serious when i asked two times self exclusion permanent for life and you reopened my account against self exclusion policy . and i lost a ton of money. you dont have the right to do exchange with user funds. by the chat you didnt approve transaction in player currency usdt, like i asked. but you said we have a problem and we cant send you in usdt , but in xrp. this changing currency and taking commision isnt your job as casino !! is against the law.

they are one of the best companies in the market and i regret have gone from them. please consider that as case closed. i dont want money back from them.

dont know what to do. to take these funds that i deserve or to return at justbit ! iam self exluded there for life but if i close this case , maybe they reopen my account. can you give me an advice casino guru ! what should i do ?

Thanks to both parties for the reply.

Dear sofokil92,

From the gathered information it seems the 1258 USDT corresponds to the converted 3289 XRP.

From my point of view, no balance of this amount was removed from your account as a fee but represents the amount of your withdrawal made on the 13th of December 2022. Please let me know if the withdrawal reached you in this amount or if I overlooked any information.

As for the self-exclusion, I checked the casino website and I found this: https://justbit.io/policy/terms-of-use

"95. In case you want to be temporary or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusion available."

I would recommend sending an email with your request for a permanent self-exclusion due to gambling problems if you haven't done so already to the email address support@justbit.io

Please let me know if you need any further assistance with your self-exclusion in the casino.

case closed. it was a misunderstanding by me about that sum. now i remember that was that conversion. thank you justbit and thank you casino guru.

No problem, sofokil92.

I will now reject the complaint. Please do not hesitate to contact our Complaint Resolution Centre if you run into issues with any online casino in the future.