Justbit Casino - The player's self exclusion failed.

I have requested a permanent, irreversible self exclusion from the casino, and they said they did it. However, when I was in a weak moment a few days later and asked to reopen the account, they opened it immediately. How is that protecting the player that had requested permanent exclusion? That's a very much unfair play by the casino and shows that they want to exploit on a player's weakness.

Hello alex7,

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.

Could you please advise when exactly did you request for a self exclusion and for what reason? Could you please forward the same request you sent to the casino to nikolas.b@casino.guru? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

Thanks for your prompt reply. I first asked for a permanent block on Jan 20th, and then again on Jan 26th. I mentioned that I was losing both time and money, hence I wanted to block myself. After some attempts on their side to convince me to not block my account, they finally said that they did. But when I had the urge to play again on Jan 30, they opened my account rightaway, within the next hour.

I talked to them last a few hours ago, trying to confront them about how they treated me and responsible gaming in general. However, their response was that they are treating my desire to play hence it's not their problem, which I find unethical to day the least.

I have sent you the ema thread you asked for.

Hello alex7,

Unfortunately, based on the screenshot provided, you did not actually request for a self exclusion only for account closure.

Please understand that if you wish to self exclude yourself, you have to mention it directly or mention gambling addiction/gambling problems.

As long as you do not mention any of these, it is only an account closure which is mostly reversible by simply contacting the casino support - which is currently your case.

If you wish to permanently close your account, you have to do as described above but as your current status, the casino did nothing wrong and there is hardly a way to request any refund.

Alright, so let's see. Do you confirm that none of these messages are considered an exlusion request?

Me: However, I am spending way too much time on this so I'd like to block my account permanently. Thanks for your understanding!

Them: I totally understand you. However, there is no need to rush your account because you can control your gambling activity by yourself. Isn't it?

Let me know

Me: Come on, you know how it is 🤣 Please just block it permanently. 

Them: Alexandros, I can set cooling-off periods for you, and it will be an alternative for you. Deal?

Me: No, I'd like to get permanently blocked. I am just losing money and time.

Them: I value YOU as my player and want to make your gambling activity comfortable. If you want to quit it - I totally understand it. I'll close your account on 24 hours due to further account closure procedure. Then, I'll contact you tomorrow in order to receive your final decision. Hope for your understanding.

(Day passes and I am asked for my decision)

Me: Please block my account permanently. I will not accept anything else other than a complete permanent block. If you don't do it, I will seek help from the authorities of Curacao. Thanks!

Them: Got it! So, if you change your mind or need any assistance, just let me know here!

Me: But how can I change my mind if it's a PERMANENT block? I suppose that the definition of a permanent block is that it cannot be reversed.

Them: I understand the definition, but sometimes mind can change in a minute

Me: No, you didn't not understand. I am asking if there is any irreversible block that can be applied to my account. 

Now I'd like to add something more. When I asked them to unblock the account, they made me fill in a template that was askingme to fill the "reason for self-exclusion" that did apply to me. This can only mean that they were considering my status as self exclusion, no?

Hello alex7,

Can you please forward the full communication as the e-mail you sent does not contain all the text you posted here. Also it is possible to forward the template as well for further review?

Hi,

I forwarded the email thread to your email address. It contains the template too.

Let me know if you have any comments on it.

Hello alex7,

After checking the whole conversation with the casino, you did not mention a single time that you have gambling issues or addiction. Also as the casino requires only your e-mail address to register, there is basically no way to prevent the player from registering a new account as you can create a new e-mail anytime.

Unfortunately, at this point only the licensing authorities could be able to help you. but based on the conversation with the casino I doubt that the outcome would be any different. Once you request contains that you have gambling issues/addiction, the casino should block your current account but it would be still impossible to prevent you to create a new one.

As you have already contacted the licensing authorities, is there anything else we can assist you with?

Dear alex7,

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.