JustBit Casino - No withdrawal from JustBit since June 27th

I have submitted evidence of the withdrawal, the price of eth gone down in the last days google says the price is currently 1158.75 for 0.4 eth this could be another factor of why they are delaying the payment.

I contact support via e-mail and i just get generic responses such as below:

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Dear Player,

We hope you are well!
Our department are still working on your request, so sorry for that, please wait a little. We will write an email to you if there will be any news.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!
King Regards
Justbit.io Team

Ticket ID: KXVZU1
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I have also attached an image where they state no kyc for crypto players, there site is misleading in many areas, there policies state 48-72 hours for withdrawals and you can see what date the withdrawal had been started, they just don't provide any real information just generic nonsense.

I just spoke with an agent again here is the transcript of that chat:

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Hello there, my name is Adam, and today I will be your personal manager. How can I help you?

I want to know the status of my withdrawal

We fully comprehend that the process of waiting can often lead to feelings of frustration, and for this, we sincerely apologize. We kindly request for your patience and understanding as you wait. All requests are processed on a first-come, first-served basis, so please be patient.

Why do you guys all use the same comments in your replies

You are either all the same person or have pre-defined responses

I just want real answers instead of being thobbed off, is that too much to ask?


There are currently no updates on your request. Please be patient.

So when is this going to be dealt with as your really doing yourselves badly, your not even following the policies you state, on the front page you state no KYC for crypto players, yet i was asked, your site also claims that withdrawals will be accepted / rejected between 48-72 hours.

Do you really think this is good customer service?

You cannot just keep saying be patient and expect no push back.

We apologize for any inconvenience, please be patient while your request is processed.

Yeah you guys keep apologizing then doing exactly the same crap.

At times you guys have made promises that my case would be sorted swiftly, but its clear those comments was just made because i posted on various review sites.

I was told by tony this morning i would have some information by today and i haven't got anything.

I apologize for such a long time and for the inconvenience. Your request has already been forwarded to our responsible department and is being processed, please wait for a while. I have also informed the concerned department to expedite the process of resolving your issue to your satisfaction. As soon as we have any updates, we will contact you via email.

Is that a lie?

Others have said exactly the same thing

You guys was only too happy to take my money, but when it comes to taking money from you, you clearly dont want to do it.
So either refund my deposits or process my withdrawal.

Your withdrawal will be processed as soon as possible.

How would you like it if i had money you was owed and i kept telling you to be patient, everything will be fine.

Your whole service is disgusting.

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The above shows they have very limited information, they always give vague answers, they are showing they not trustworthy.

I decided to close my account, it was clear they was not going to pay my withdrawal.

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You have been transferred to: Ellie.

I would like to have my account closed.

Hello there, my name is Ellie, and today I will be your personal manager. How can I help you?
I would like to have my account closed.

I am really sorry to hear that you want to close your account. Can you please tell me the reason for your decision?
no i just want my account closing with immediate effect.

I am working on your request, just a few more minutes, please.

Your account has been closed (permanently). I am sorry to hear that you're leaving our casino, you've been a valuable player and it has been a pleasure working with you.

well all you have done is scam me so im sure it was a pleasure for yourselves.
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Dear JustBit Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

I do not think they will even bother replying, i have attached a reply back from the 01/07/2024 on the trust pilot site, you can see by the words used in their response they try to defer any negativity away from themselves, they also say they will try to speed things up but they clearly lying.

In one of my previous posts i made the claim that they was using pre-defined responses and the proof of that can be seen in the below transcript:

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You have been transferred to: Domenick.

Hello there, my name is Domenick, and today I will be your personal manager. How can I help you?
Hi, can i speak with someone who deals with withdrawals?

Unfortunately, you can only talk to me, I will try to provide you with all the information.

The time for a withdrawal request to be finalized may vary due to circumstances; however, a withdrawal attempt should be approved or denied within two (2) days. You can rollback the withdrawal request at any time until it is finalized. When a withdrawal is canceled, the funds are returned back to your account, and you can make use of those funds accordingly on the account. The Company does not assume any responsibility for any funds lost during gameplay following a withdrawal cancellation made by you.

Your policies say this, my withdrawal request almost been 3 days now so whats the hold up?

Your request was transferred to the appropriate department. We kindly ask you to wait, we will notify you via email regarding any updates as soon as possible.

Where is the transparency?

I have had one withdrawal from the site and that was processed within hours, so i don't understand what the issue is. I have come across reviews where they have faced similar circumstances, do you honestly believe this is good for the site?

We fully comprehend that the process of waiting can often lead to feelings of frustration, and for this, we sincerely apologize. We kindly request for your patience and understanding as you wait. All requests are processed on a first-come, first-served basis, so please be patient.
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The paragraph:

We fully comprehend that the process of waiting can often lead to feelings of frustration, and for this, we sincerely apologize. We kindly request for your patience and understanding as you wait. All requests are processed on a first-come, first-served basis, so please be patient.

Is used by Adam which makes me actually believe all along i have been speaking to the same person or they are just giving generic responses because they cannot justify their actions.

I asked Justbit when they would respond to this thread, here is the transcript of that chat:
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Hello there 👋 My name is Harry and today I will be your personal manager. I'll be happy to assist you!

When is someone going to respond to this: https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/ju­stb­it-­cas­ino­-no­-wi­thd­raw­al-­fro­m-j­ust­bit­-si­nce­-ju­ne-27th


I will have to check some details, I will be right back with you in a few minutes, would that be okay?

check what details, i asked you a question

I sent your request to our department, sorry for that, please wait a little.

always someone elses responsibility isn't it, why is nothing simple with you guys?

have you read that thread along with the trust pilot?

Unfortunatelly, i am just support and cant help you with that.

None of you can help with anything it seems

How are you even able to operate like this?

Do you think by just ingoring people they will just go away?

We are not ignoring you, wait a little please, i sent your request and they will answer as fast as possible.

Are you joking right now

This been going on since 27th of last month

I sent a whole catalog of emails yesterday and i didn't get one reply until i mentioned it to your colleague and then all of a sudden i got a generic response.

Come on be serious, do you not think i have waited enough?

It could literally be resolved in minutes if you had just sent the money that is owed to myself but it's clear you don't want to do this

so what is the issue, do you not have enough eth or what?

I dont understand, are you asking about refund?

be reasonable and give me a honest explanation not some half cut generic response, help yourselves out here because these chat logs on the review sites are really not making you look professional.

If you don't understand then it's clear you not checked the account associated with my email, its clear you have not just read that thread i posted in this chat.

I am checking mails, we have other department to do that.

theres zero excuses for the time i have had to wait

I am not* Sorry for mistake.

So who is available right now who is a senior person

by your own admission it's clear you do not have the knowledge or power to help with my issue.

At first can you please answer, are you asking for refund?

if you would of looked at my account that was closed by myself yesterday you will see i am waiting for my withdrawal.

Please wait a little, you will get an answer to your request soon.

No i want answers now

I have been told the same thing over and over again, and all that happens is the time moves forward and im no closer to obtaining the money.

So are you going to put me in contact with your superiors ?

We dont have such functions, you need to wait.

Do you not believe this is taking the micky abit?

Your supposed to be here to provide me with support but you obviously can't do that.

How do you think people from these review sites are going to look at Justbit when they see chat logs such as this?
You've stalled me, You've lied to me, And just keep telling me to wait with no answers.

Would you personally want to sign up to a site where this sort of behaviour is occurring?

I asked our department about news of your question, i am still waiting them. Dont worry, we will do it as fast as possible.

Fast as possible? Go look at when the withdrawal was made, do you think im over exaggerating?

My first withdrawal was completed within hours of my request.

So what is the hold up?

None of the other top crypto sites out take this long.

We can talk about rollbit, 500 casino, bc game and several others

instant withdrawals no messing around

I understand you, but i want to inform you that our department working on your request.

Show me proof of that

You want to say things, then be transparent and show me

Unfortunatelly, i cant do that.

why?

so when your other colleagues have promised me responses the same day and other things you come to the conclusion they was just lying to me

So harry are you also lying to me?

We are not lying, please wait until our department resolves this issueplease wait until our department resolves this issue.

How many withdrawals are you processing per day

give me the wallet addresses so i can verify them on the blockchain

You don't just get to keep saying please wait, i want evidence, i will show the public my findings.
If things are taking this long then i would expect masses of withdrawals being processed per day.

I cant give this information, because i dont have access.

but what i am being told is that they will be processed by priority, so again i come back to one of my original questions do you not have enough eth to send me?

i am a customer, why is it i can ask many questions you don't have the answers to?

i come from a technical background, i very much understand the ins and outs of things so when you tell me the relevant department is working on it then i come to the conclusion that i am being stalled for a reason.

i saw from one of the urls yesterday the withdrawal had the status "frozen" what exactly does that status frozen mean?

We dont need to stall you, we are working on your withdraw.

its not a bank transfer harry, its crypto

it can be sent instantly

think before you respond

I understand, but i cantt help you with that, i am just sending your requestt to our department.
well if thats the case why have they not picked it up already as i have been here for a number of consecutive days now.

We can answer when they will fix or ask more information. As i see they dont need, so you need to wait.

Your response didn't make sense.

When i ask when they will resolve, you tell me i need to be patient and wait more.

Why do we keep going around in circles?

If no other information is required from me then the withdrawal should of been given the go ahead.

My apologies, i dont have any information about that.

So what your telling me is that you have absolutely no way to tell me when my withdrawal is going to be processed, you have no way to directly speak with a colleague to go and check on this now or to escalate this chat to a senior person.

I asked them about news, but i see there are no news. They need a litle more time, so sorry for that.

i wouldn't worry harry, it's clear you do not make the rules here, you have tried your best to help me with the tools you have at your disposal.

But in regards to JustBit and this chat transcript i believe alot of people will want to stay away from this place.

Again thanks
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Attached proof that I have made consecutive attempts to contact them via email and all they do is ignore me.

Dear LHOWARTH90!

We have carefully reviewed the situation regarding your withdrawal request and would like to inform you of the results of our investigation. Your withdrawal request was under further review.

When you registered with our casino, you were informed that our site may conduct additional user verification using the Know Your Customer (KYC) procedure. According to our rules: "Justbit also reserves the right to carry out valid identification of the User in accordance with Know Your Customer (KYC) procedures in cases not covered by the paragraph above, if there are good reasons to believe that there is a risk of fraud, money laundering or any abuse by the User or in the case of frequent and large withdrawals by one User within a fairly short period of time."

We want to clarify that this rule may also apply to players who use cryptocurrency for gaming, at the casino's discretion.

Moreover, during the verification process, we discovered that you submitted documents from a country that is on the prohibited list under our terms.

According to our rules: "The user always warrants that he is not a resident or citizen of countries including but not limited to Afghanistan, American Samoa, Aruba, Australia, Belarus, Belgium, Brunei Darussalam, Burma (Myanmar), British India Ocean Territory, Cambodia, Cayman Islands, China, Cuba, Curaçao, Cyprus, Czech Republic, Denmark, Dutch West Indies (Bonaire, Saba, Sint Eustatius), Ethiopia, France, French Guiana, French Polynesia, French Southern Territories, Germany , Greece, Guam, Hungary, Hong Kong, Indonesia, Iraq, Islamic Republic of Iran, Israel, Japan, Jordan, Democratic People's Republic of Korea (North Korea), Laos, Lebanon, Libya, Macau, Malta, Marshall Islands, Netherlands, Northern Mariana Islands islands, Oman, Pakistan, Palestine, Portugal, Qatar, Reunion, Russian Federation, St. Barthelemy, St. Maarten, St. Pierre and Miquelon, Samoa, Saudi Arabia, Serbia, Singapore, Spain, Sweden, Syrian Arab Republic, Thailand, Ukraine, United Arab Emirates, United Kingdom... Players from the following countries are not allowed to use the website and play its games. Justbit will use all reasonable efforts to prevent players from these countries from accessing the games."

As a result, there has been a delay on our part regarding your withdrawal due to an additional verification process. We apologize for any inconvenience. Also, we want to inform you, that your casino account can't be reopened in the future.

We are committed to ensuring the safety and compliance of our policies for all users.

Sincerely,
Justbit Casino

Like it was already established I am a dual citizen and reside in Austria, so you are basically discriminating against players who present ID from a country you don’t operate in.

My ID sent was my British passport so you have again been caught lying about extensive checks being carried out as the ID clearly stated United Kingdom.

So you should still be paying my withdrawal or returning my deposits.

Dear JustBit Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Now that i am not at work i would like to post a proper response to JustBit's response:

I already highlighted i joined the site back in 2023, i made a BTC deposit and i ended up losing that, my very next play wasn't until around 2 weeks ago.

In the screenshot in my initial post you can clearly see there was only ever three withdrawal requests on my account, the first withdrawal for ~ 0.2 ETH was for around 600 euros and that was processed within a few hours, my next withdrawal was for double 0.4 ETH (which is the withdrawal in question) And the 3rd withdrawal for ~ 150 euros was rolled back so to clarify for everybody the case seems to be that just because i was lucky and managed to win on the slots i was being some how targeted for suspected fraud, money laundering or other abuse.

Let us know quickly dismiss these allegations:

1.) Suspected Fraud

It is common knowledge that when transactions are sent over the blockchain that after x amount of confirmations they are irreversible and double spend would not be possible.

2.) Money Laundering

The amounts of money i deposited wasn't very large, i even lost a couple of deposits due to being unlucky on the slots and given the nature of playing just slots it seems not a feasible way to launder money, you would quite literally play games with less risk and have some sort of a strategy such as martingale for roulette so that the risk of losing money is restricted but as i already stated i only played slots so this theory is debunked also.

3.) Other Abuse

I am not sure what you mean by other abuse, i didn't create duplicate accounts or anything so this can be wiped too.

Given the first withdrawal for 600 euros and this one for 1250 euros so a combined value of 1850 euros, is that seriously considered high value in comparison to some wins being showed in the thousands on your site?

I won around 700x on a 1.60 stake on moon princess 100 which returned like 1100 which is no way near the games potential max win and again to say this was only my second withdrawal i am not sure how you are justifying any of this.

I think it is clear based on information i have given that i have been targeted for no reason whatsoever or because of the amount of detail i have put into these posts you find yourselves on the backfoot because i have highlighted many things about your service and now trying to justify the delays and how you have acted.

You have specified about KYC, i clearly posted a image of your website stating no KYC for crypto players there is no Asterix being used to indicate terms and conditions apply to that which in this case and probably other cases you are trying to say now there is which again is being quite deceitful.

So again regarding the KYC for no crypto players, you have bent the rules into your favour here because any decent person would take that image as it is and wouldnt assume there is a need to go checking terms and conditions.

I am a dual citizen like i have said previously and i reside in Austria, Your terms and conditions do not prohibit playing from Austria and doesn't say anything about dual citizenship.

I closed my account on your site because i wasn't happy with your service and i felt i was being taken for a ride, and now you are trying to justify the account closure.

You have lied, insulted me, made accusations, made assumptions, provided a poor service, allowing members of staff to provide support when they do not have knowledge or capacity to do everything and you have the audacity to come on this website after everything i have written and try to cover up the stalling, the slowness amongst other things by making it sound a investigation was going on all along, do you really think people are that naïve ?

Even AskGamblers is requesting a more detailed explanation from you because after my detailed report something really doesn't add up, i have been honest and transparent all the way through and now i will present a timeline of events:

1.) Initial widthrawal made ~ 27/06/2024 01:30
2.) KYC requested - 02/07/2024 09:58
3.) KYC sent - 02/07/2024 19:37
4.) Justbit Response - 08/07/2024

Some of the conver­sat­ion­s/c­omm­uni­cation can be seen in my earlier replies so at what stage did this investigation supposedly take place? And you mentioned an additional check being required, what is that because i only sent one document which i already stated was a passport.

I am sure many people will agree the time frame for all of this seems a little weird on your part, because certain aspects would of been known immediately yet you continuously repeated everything is going to be fine i would get my money, and the moment i start writing reports on the internet your whole demeanour changes, the communication breaks down and just as this post was about to expire you decided to have one last ditch attempt to make JustBit look better then what i have described in detail here.

Yesterday (07/07/2024) you sent an email stating:

I’m writing you regarding your account closure. Alas, we have to suspend our cooperation with you due to a violation of our Terms of use

Even though my account had been closed by myself several days prior to this, the evidence is in black and white in one of the chat transcripts, this is basically saying now that you've closed your account we don't need to speak with you anymore.

I said from the outset i felt like JustBit never wanted to pay this withdrawal and at every attempt, you have tried to come up with creative ways in order for you not to part ways with the money, when you have said things i have caught you out to be liars on several occasions and now here we are.

My last message to you would be to take a step back and review everything posted here and trust pilot and analyse your performance, look at the information i have provided and pick up on the faults and try to improve on these areas and lastly to redeem yourselves pay the withdrawal, this gone on for way longer than it should of and it would go a long way to show that your a serious company that is able to learn from its mistakes and strive for better.

Dear AskGamblers Team,

We have provided the requested proofs to your email address. If there are any further details needed or additional questions, please feel free to reach out.

Thank you for your cooperation.

Sincerely,
JustBit Casino

AskGamblers,

I also wish you to draw your attention to the case here:
https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/ju­stb­it-­cas­ino­-re­fun­d-g­ran­ted­-bu­t-n­ot-paid

I am not sure of all the circumstances surrounding that case but from what i can see the persons circumstances are similar to mine in terms of being a dual citizen, only playing in an allowed country so it seems again JustBit don't follow the policies they state.

I will be looking forward to seeing your conclusion, thanks.

Dear AskGamblers Team,

We have emailed you proof of your request. I would be glad to answer any additional questions or provide further details you need.

Sincerely,
JustBit Casino

AskGamblers you may as well just close this case, it’s clear they not going to send the withdrawal nor refund any payments I made.

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the JustBit Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear AskGamblers Team,

We have responded to all your questions via email. Please let us know if you need any further information.

Sincerely,
JustBit Casino

Dear JustBit Casino,

Please provide reply to the email we sent you on Tuesday, 16th July.

Thanks in advance for your cooperation.

Dear AskGamblers Team and LHOWARTH90,

We are pleased to write to you today to share some positive news. After a thorough review and collaborative efforts with the AskGamblers team, we have reached a decision regarding the deposits made by the player LHOWARTH90.

In recognition of our commitment to providing an exceptional gaming experience and upholding the highest standards of customer satisfaction, we have decided to refund the full amount of deposits for LHOWARTH90.

We deeply value the trust and satisfaction of our players, and it is of utmost importance to us that all our players have a fair and enjoyable experience at JustBit Casino. This decision reflects our dedication to addressing concerns promptly and effectively, and to reinforcing the confidence that our players place in us.

To initiate the refund process, we will be contacting LHOWARTH90 directly in the very near future. Our team will provide detailed instructions and ensure that the process is smooth, transparent, and efficient. We are committed to making this experience as straightforward as possible for the player.

Thank you for your understanding and patience throughout this matter.

Best regards,
JustBit Casino

I am satisfied with the conclusion, I would like to thank AskGamblers for their assistance on this dispute.

Hopefully the process won’t take much longer so that this case can be marked as resolved.

I look forward to hearing from you.

I just received the refund, I would like to thank just bit for handling that fast and also AskGamblers for your assistance.

You can now mark this as completed.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.