JohnBit Dispute Resolution Policy

The JohnBit dispute resolution procedure is governed by the terms of Curaçao eGaming license №8048/JAZ (operator Infiniza N.V.). The platform does not hold a local Ukrainian PlayCity license, so disputes fall outside the Ukrainian legal framework and are handled under the offshore regulator's policy.

When to File a Complaint

Complaints apply to cases of:

• Technical failure during a game or bet
• Refusal to withdraw funds without stated reason
• Discrepancies in bonus or cashback credit
• Incorrect sports coupon settlement

Minor clarifications are better resolved via live chat without a formal procedure.

Before filing, gather evidence:

• Screen captures
• Transaction or coupon ID
• Event time and a description of the sequence of actions

Without this data, the review may drag on or end in refusal for lack of grounds.

Three Review Stages

The procedure runs in tiers: first an internal operator review, then escalation upward, and only after that — an external referral to the regulator. Each next stage opens only if the previous one produced no result.

Internal Review

The first step is contacting support:

• Via on-site live chat
• Email [email protected]
• The Telegram bot @johnbit_support

The ticket receives a tracking number, and the review status is visible in the account area.

Standard requests (bonus credit, transaction status, technical glitches) close within 24–72 hours. More complex cases with financial consequences may require additional review of game logs or a request to the slot provider.

Escalation and Regulator

If the operator's response is unsatisfactory, the complaint can be escalated to a senior manager via email [email protected] with the previous ticket number attached. Review time at this stage runs up to 7 business days.

If the escalation result is not acceptable, the player has the right to address the regulator directly — the Curaçao Gaming Control Board — through the official form at gaming-curacao.com. The regulator checks operator conduct against license terms.

What to Consider Before Filing

Regulator rulings are binding on the operator but not on the player — they can be appealed in a Curaçao court at the player's own expense. In practice, most disputes are resolved at the internal review or escalation stage without regulator involvement.

Review timelines at each stage start counting from receipt of the full evidence package — incomplete submissions are returned with a request to supplement. Gambling is for adults only (18+); the account area offers deposit limits and time-outs from 24 hours.