Justbit Casino - La cuenta del jugador se cierra después del depósito.

 I deposit 1500 euros a few times with iDeal and one payment was not debited from my account but also not deposited into my justbit account. That was on February 24, on February 25 they blocked my account and on February 27 1500 euros were debited from my bankaccount. Perhaps my deposit of the 24th did not come through but later on the 27th. But you guessed it, I have no access to my account and they keep me on the line with 'we are busy looking into it'. I also asked the bank ABN to refund that but unfortunately that is not possible with iDeal payments, only direct debit (automatische incasso) is possible.

Dear frenchw100,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation with your deposit and blocked account. I understand how frustrating it must be to have your money taken without access to your account or clear answers from the casino.

To better understand your case, could you please provide the following details?

• Did you receive any specific reason from the casino as to why your account was blocked?
• Have you been able to contact their support team, and if so, what responses have they given you so far?
• Have you reached out to iDeal directly to confirm whether they have any records of your transaction?

It’s important that we gather as much information as possible to help push this case forward. Please forward any relevant communication or documents to petronela.k@casino.guru so we can review them.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela,

i just send you the e-mail with proof.

thank you

Dear frenchw100,

Thank you for sharing the details and attachments regarding your case. I understand your concerns, and I appreciate your patience while we look into this matter.

Regarding the unauthorized deposit on February 27th, I recommend monitoring the situation closely. Refunds of deposits can sometimes take up to one month to be processed. If there is no development within this timeframe, please let me know, and we will step in to assist further.

In the meantime, if you receive any updates from the casino, feel free to share them with us.

Hi Petronela,

thank you for your support. I can wait but i dont think that something will happen. They dont answer my e-mails anyomore. I cant get in touch with them.

For now I am stuck!

Hi Petronela,

since my last reply to this thread, i have been contacting them every day and sometimes twice a day. They dont reply to me anymore.

Wha can i do now?

please help.

thank you

Hi frenchw100,

I completely understand how frustrating this situation must be for you, especially with the casino no longer responding. I truly appreciate your patience and persistence in trying to resolve this.

As I mentioned earlier, refunds can sometimes take up to a month. To ensure the casino has had ample time to process your request, I will extend the waiting period by another 6 days. If there is still no progress by then, we will step in and escalate the matter further.

I know this is not the answer you were hoping for, but let’s stay hopeful for a positive resolution. Please keep me updated, and don’t hesitate to reach out if you receive any response from the casino.

Thank you for your patience and understanding.

Thank you for the update. I will reach to you next week 👍

Hi frenchw100,

I just wanted to check in and see if there have been any updates from the casino regarding your refund request.

I understand the wait has been frustrating, and I want to make sure we're staying on top of it. If there’s been any response, please let me know. If not, we’ll continue to monitor the situation and take further steps if necessary.

Looking forward to hearing from you.

Hi Petronela,

i have be mailing them everyday on different emails but no response. Its very frustrating! They just ignore me.

Thank you

Hi frenchw100,

I'm sorry to hear that there hasn't been any progress since 27.2.2025. Could you please provide your bank statement, highlighting the deposit in question? The statement should cover the period from the day the deposit was made until now, showing that the funds were withdrawn from your account without being refunded.

Hi Petronela,

can is send you this trough e-mail?

Hi Petronela,

yesterday I sent the document to your e-mail.

thank you

Thank you very much, frenchw100, 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 your issue is resolved to your satisfaction in the near future.

Hello frenchw100,

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,

I would appreciate it if you could clarify why the player's deposit, which appears to have been made unintentionally and without their full consent, has not been refunded since their account was closed by you in the meantime.

Furthermore, could you let us know when the player might expect to receive their funds back? It seems there is no justifiable reason for the delay in returning them.

Thank you very much Michal. Lets wait for Justbit to resolve this matter.

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.

Very dissapoiting, just like how they treating me.

Dear frenchw100,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Although Justbit Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru