Justbit Casino - プレイヤーの確認に失敗しました。

Justbit asked me yesterday for my ID to verify my account after asking to withdraw 6.75 mbtc (almost 190 euros). I send it, the site asked then for my ID next to my face which I send also. Today they sent me an email telling me that my documents have been forged and they will close my account. I told them I can send them any docs they need, but they are not interested. they just want to confiscate my money

Attached the correspondence with Justbit, proving my identity and also screenshot of my pending withdrawal

Hello juniash2014,

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. Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Did they specify which exact documents is supposed to be forged? Can you please forward the documents you forwarded to the casino to nikolas.b@casino.guru as well??

Looking forward to your answer.

Regards,

Nick

Hello Nick!

So they asked for my ID. I sent it and after an hour or so they asked me a selfie with that document which I send promptly. So I suppose it is about the selfie. But that's just ridiculous, an excuse to confiscate my money. My photo is totally clear and genuine. But if they suspect it is forged they would have asked for another document or another selfie or anything they want. Yes I will send the documents to you right away. So I have nothing to hide.

All this correspondence was between yesterday and today.

Regards

Thank you juniash2014 for all the information provided. As I did not notice any irregularities with the documents, it would be the best to ask it directly from the casino. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, juniash2014,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Justbit Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Justbit Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Dear Casino Guru Team and  juniash2014,

After analyzing the game account and its gaming activity, we have suspicions that this player was colluding with one of the other players in our company or they received information about the betting process from a certain source, which in turn confirms that the player tried not to enjoy games, but to obtain financial benefits (para. 79- The website can only be used for personal purposes and shall not be used for any type of commercial profit.)

Also, with the help of one of the "Fraud-prevention" platforms, registration with an identical password hash was noticed, which confirms the fact that the player has more than one game account on our project (clause 17.1 "Only one Account for each household, IP address and computer device is allowed. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.")

In addition, to verify users, we work with the company - "Sum&Substance", which in turn also has business partnerships with many companies in the iGaming industry and other areas. After the previously indicated suspicions and actions violating the rules of the company were noticed, the Player was asked in turn to go through the KYC (Know your client) process in accordance with the paragraphs. 14 "JustBit reserves the right to carry out valid identification of a User under Know Your Customer (KYC) procedures in cases not covered by p.13 hereof if there are strong grounds to believe that there's a risk of commitment of fraud, money-laundering or any abuse on the part of the User or in case of frequent and major withdrawals by one User during a reasonably short period of time.", where it turned out that the player had previously provided fake documents to our partners on other projects with which they cooperate. Since the player was previously seen in the forgery of documents, unfortunately, there is no way to confirm his original documents by our partners. According to the response from our partners "During the review, we found that the user was blocked for providing documents with signs of forgery when trying to pass verification on another project. Genuine documents are provided on your project, but the user cannot be approved for security and risk minimization purposes."

Also, please note that the user in the game account has the country "Turkey", and later it turned out that the player is from Albania, whose documents he provided, which in turn also violated clause 12 -The User warrants to provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of any person, misrepresentation regarding any affiliation with another person, entity, or association, use of false headers, or other acts or omissions to conceal one`s identity from Casbit Group N.V. for any purpose will be prosecuted under the law. In order to receive access to the Website User may be asked to provide valid subsisting verification of identity and relevant information. The Company reserves the right to ask for proof of age from the User and block access to the website or suspend the User’s account if it fails to meet this requirement.

From the information provided above, it follows that the user also violated p.p. 15:

15.1- The User has completed the registration form truthfully and correctly.

15.7- The User does not have multiple accounts on the JustBit.io website.

Best regards,

JustBit Casino

Thank you very much, JustBit Casino Team, for your extensive explanation.

Dear juniash2014,

Can you please confirm the above-stated? What personal information did you fill in upon registration or finishing your casino account profile? Is the information about multiple accounts and the same password correct?

Please note the casino cooperates with us in resolving players' complaints. It means that if we further proceed with the case, and I will ask the casino to provide me with evidence, it is very likely the casino's claims will be proved and confirmed. So, it would just drag the processing time, but the outcome would be the same.

However, if you would like me to proceed, I will ask the casino to provide us with the necessary details/data.

Looking forward to hearing from you.

Yes please, lets talk everything about what I have done wrong. I maybe have had another account on this site since I thought this is a crypto casino and they do not ask for documents.

But never in my life shared fake docs, I have no reason about that. What for? There are thousands of sites to play at. And sharing information with other sites is not against their own rules? So they are gathering info about me on other sites? That's criminal...

About winning, but of course I will try to win... They are accusing me for trying to win money? Yes I'm guilty about that. Everyone it is. But few succeed.

I have won a small amount of money here, fair playing. I just think they making up things just not paying me.

Dear juniash2014,

But, it does not mean that you were allowed to register more than 1 account in the casino. In addition, no one claimed that you provided the casino with fake documents. The casino representative mentioned the personal data filled in the account profile (Country of residence) does not match the one on your provided documents, which breaches other of the casino's rules and makes verification impossible.

Dear JustBit Casino Team,

Since we are talking about a breach of the casino's Terms and Conditions and the player's winnings/balance confiscation, could you please substantiate your claims and the casino's decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Dear Casino Guru Team and juniash2014,

We have already sent the evidence to the provided email.

Thank you for your cooperation.

Best regards,

JustBit Casino

Dear casino.guru and Justbit. You can keep the money if you want to, but confiscating peoples money when you are claiming that you are crypto-gambling site and customers do not need verification, that's not a good sign. And I have been playing fairly and you can check my activity. I just had a good run.

I deposited at justbit just because of such a high score here.

Now, about the "Turkey" my country of registering that is totally made up by Justbit, because never in my life thought about that, let alone registering "Turkey" as my country . No offence here but really that is not the case and I don't know how you can pretend that. As I remember your form of registering had only an email, username and password.

Greetings all,

I am sorry for the delay.

Thank you, JustBit Casino, for your email and the details provided.

Dear juniash2014,

If the casino accepts crypto-currency or says it is a crypto-gambling site, it does not mean it is an anonymous casino. Therefore, we do not have such information stated in our casino review. In addition, if there is a suspicion that a player engaged in a forbidden activity or breached the terms and conditions, casinos have the right to request a verification.

As for the evidence provided by the casino, I see that, indeed, there are no other details in your casino account profile, just your email, nickname, and country (Turkey). It did not have to be filled in during registration, it could have been added to the profile later. There are no other personal details. Also, proof of matches confirming you had another account in the casino has been received, which you basically admitted yourself above.

Some circumstances are still unclear, so I would like to ask you a few more questions.

What was the reason for filling in Turkey as your country of residence? What type of games did you play the most? Did you use any bonus on your account? Were your disputed winnings obtained with a bonus? Did you use any bonus in the other connected account? If you used bonuses on your accounts, what exact bonuses were used on which account?

Dear juniash2014,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Sorry for the delay in responding.

So, never added Turkey on my account. Never, I had no reason to do that and for sure Turkey is not the country that come up first on my mind.... No bonus, never had any bonus here (or any other casino, I know that brings problems) and played really fairly. They for sure had a look on my activity and found nothing suspicious. I registered to justbit just because of their rating on casino.guru and that "no KYC" banner on their front page. So no bonus taken or profits generated from bonus. Justbit saw an opportunity to withheld some money here but I did nothing ilegial beside of the fact I had 2 accounts there.

thnx in advance

Dear juniash2014,

Although it is not mandatory to fill in the country upon registration, and it was likely added to the account profile later, it is clear that Turkey is in your account profile stated as a country of residence.

However, I am afraid there are still a few questions that have not been answered, and a few more that have come up as well.

"What was the reason for filling in Turkey as your country of residence? What type of games did you play the most?"

From what types of games were the major portion of the disputed winnings obtained? And, what was the purpose of registering another account in the casino if you did not use any bonuses there?

In the meantime, I will also ask the casino for more details regarding this case because some circumstances are still unclear.

Looking forward to hearing from you.

Dear Branislav!

I'm totally sure 1 billion percent that I never filled Turkey as my country of residence and thats not even important. I don't see how I could take advantage of that. Either justbit has done it purposely or the system did it for them but never in my life lied about this things. And they are not disputing my games and my winnings, they were fair. They are disputing the fact I had 2 accounts and some other nonsense about my experience in other sites. The problem is clear, I had 2 accounts because they are NO KYC website and I assumed it was not a problem for theeither. And we are talkin for about just 180 euro...

Alright, juniash2014.

During the registration, were you physically in Turkey or did you use a Turkey IP (VPN)?

Indeed, I see the information in our casino review that the casino allows VPN use (confirmed by the casino's customer support), so it should not be a problem. But, there is a problem with multiple accounts and their way of play. Therefore, allow me to please repeat the unanswered questions.

"What type of games did you play the most?

From what types of games were the major portion of the disputed winnings obtained? And, what was the purpose of registering another account in the casino if you did not use any bonuses there?"

In the meantime, I also received further details from the casino.

Can you please confirm you made e-sports bets the most, and that your winnings were obtained from this type of betting?

Dear juniash2014,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime, however, we will need the requested information.

Thank you very much, Justbit Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru