All Bookmaker.eu, Justbet and Galaxysports issues

[nbaguy23]

Thanks for the replies.

In my case the problem is that after sending the requested verification video the KYC department completely stopped responding. They have replied on the first two emails and I also had several contacts in live chat by that period. This is not the case.

I also sent several follow-up emails asking if the documents were received but got no reply.

Is it a new account you're playing on?

[Optional]

Hello,




I would like to report an issue with JustBet.co (Bookmaker group) and ask if anyone has experienced something similar.




My account (ID: JB154529) was closed by management on February 19, 2026.




Support informed me that in order to withdraw my remaining balance I needed to complete KYC verification.




I submitted everything they requested:

• ID document
• selfie with ID
• verification video

The KYC team replied once asking for a shorter video due to email size limits. I sent the requested video immediately.




After that all communication stopped completely.




Since then I have sent several emails to KYC asking:

• whether my documents were received
• whether my verification is complete
• what the status of my account is
• how I can withdraw my remaining balance

No response has been received.




More than two weeks have now passed.




I contacted Live Chat multiple times. Support repeatedly told me to contact the KYC team and refused to provide information.




After persistent questioning, they finally confirmed that my remaining balance is:




€8,958.71




However, they still refuse to provide any timeline or update regarding verification or withdrawal.




Another concerning issue is that when I asked for the legal company name and registration details, support refused to provide this information and only sent generic statements about Costa Rica licensing.




At the moment:

• My account is closed
• I cannot access my funds
• KYC does not respond to emails
• Support provides no information

If anyone from Bookmaker / JustBet or SBR moderators could help escalate this issue, I would greatly appreciate it.




Thank you.

Check your PM inbox

[tankvs]

Is it a new account you're playing on?

No, account is 4+ years

[raiders72001]

It seems Bookmaker has gone recreational. They'll boot and limit.

[Socol93]

Hello,




I would like to report an issue with JustBet.co (Bookmaker group) and ask if anyone has experienced something similar.




My account (ID: JB154529) was closed by management on February 19, 2026.




Support informed me that in order to withdraw my remaining balance I needed to complete KYC verification.




I submitted everything they requested:

• ID document
• selfie with ID
• verification video

The KYC team replied once asking for a shorter video due to email size limits. I sent the requested video immediately.




After that all communication stopped completely.




Since then I have sent several emails to KYC asking:

• whether my documents were received
• whether my verification is complete
• what the status of my account is
• how I can withdraw my remaining balance

No response has been received.




More than two weeks have now passed.




I contacted Live Chat multiple times. Support repeatedly told me to contact the KYC team and refused to provide information.




After persistent questioning, they finally confirmed that my remaining balance is:




€8,958.71




However, they still refuse to provide any timeline or update regarding verification or withdrawal.




Another concerning issue is that when I asked for the legal company name and registration details, support refused to provide this information and only sent generic statements about Costa Rica licensing.




At the moment:

• My account is closed
• I cannot access my funds
• KYC does not respond to emails
• Support provides no information

If anyone from Bookmaker / JustBet or SBR moderators could help escalate this issue, I would greatly appreciate it.




Thank you.

Hello, all!

I specifically registered on the forum because I'm experiencing the same issue.
On February 19th, I couldn't log into my account.
In the live chat, the operator said that players from Moldova can no longer place bets.
Take your money and leave. But first, you need to pass the KYC check.
On February 20th, I sent my documents. On February 23rd, they asked me to make a short video.
I did it.
More than two weeks have passed since then, and there's been no information.
I've written several times in the live chat, but it's no use.
They say the KYC check has no time limit.
How is this even possible???
I've sent several emails to kyc@bookmaker.eu, but no response.
What should I do?

to tankvs:

Is there any news?

[tankvs]

Hello,

It’s interesting that our timelines match almost exactly. My account was also closed on February 19th. Just the reason in my case is “management decision”.

An SBR admin gave me a management contact and I did receive a brief reply saying that my account is currently “under review”. However, this is somewhat confusing because originally I was told that once I submitted the requested documents I would simply be able to withdraw my remaining balance.

In practice nothing has changed — the KYC department has still not confirmed receiving my documents and I have no way to access or withdraw my balance.

I have also seen several reports on other platforms where players appear to get stuck at the KYC stage without receiving further updates.


So officially the case is “under investigation”, but I am effectively still in the same situation.

Please keep us updated if you receive any response from KYC.

[Socol93]

Hello!

I reread this thread from the very beginning.
I got the impression that several people were able to achieve success. I have a question for:

nbaguy23
AnnaMakarova
Rififi777
EvilDenis

What did you do? What steps did you take to achieve success?

[Optional]

Hello,

It’s interesting that our timelines match almost exactly. My account was also closed on February 19th. Just the reason in my case is “management decision”.

An SBR admin gave me a management contact and I did receive a brief reply saying that my account is currently “under review”. However, this is somewhat confusing because originally I was told that once I submitted the requested documents I would simply be able to withdraw my remaining balance.

In practice nothing has changed — the KYC department has still not confirmed receiving my documents and I have no way to access or withdraw my balance.

I have also seen several reports on other platforms where players appear to get stuck at the KYC stage without receiving further updates.


So officially the case is “under investigation”, but I am effectively still in the same situation.

Please keep us updated if you receive any response from KYC.

Please keep us updated if that contact actually does anything for you?

Hello!

I reread this thread from the very beginning.
I got the impression that several people were able to achieve success. I have a question for:

nbaguy23
AnnaMakarova
Rififi777
EvilDenis

What did you do? What steps did you take to achieve success?

Check your PM inbox

[nbaguy23]

Hello!

I reread this thread from the very beginning.
I got the impression that several people were able to achieve success. I have a question for:

nbaguy23
AnnaMakarova
Rififi777
EvilDenis

What did you do? What steps did you take to achieve success?

I sent one email to the contact that was inboxed to me. Didn't receive any reply back, happened to try logging in and my account was restored with full balance. Idk if it was by chance but I had been trying for months and months before that and nothing haha

[tankvs]

Hello,
I received an official reply from the Costa Rican Ombudsman (Defensoria de los Habitantes) regarding my complaint against JustBet.
They confirmed that they do not intervene in disputes with private companies, but they advised that this matter should be referred to the OIJ Fraud Section in Costa Rica.
So for anyone else stuck in the same JustBet / Bookmaker KYC / “under review” limbo, this appears to be the next official step:
oij_fraudes@poder-judicial.go.cr
At this point, with multiple players reporting the same pattern, I think it is important that more affected users contact them as well and document what is happening.

[nbaguy23]

Hello,
I received an official reply from the Costa Rican Ombudsman (Defensoria de los Habitantes) regarding my complaint against JustBet.
They confirmed that they do not intervene in disputes with private companies, but they advised that this matter should be referred to the OIJ Fraud Section in Costa Rica.
So for anyone else stuck in the same JustBet / Bookmaker KYC / “under review” limbo, this appears to be the next official step:
oij_fraudes@poder-judicial.go.cr
At this point, with multiple players reporting the same pattern, I think it is important that more affected users contact them as well and document what is happening.

Nice of you to give everyone a heads up! Please report back if they help you at all. Would be nice to not see these reports pop up with Bookmaker going forward

[tankvs]

Hello all,

Small update.
After I received a reply from the Costa Rican Ombudsman directing this matter to the OIJ Fraud Section, I informed JustBet / Bookmaker about this escalation and forwarded the case again to KYC.
KYC then replied almost immediately, but only with a one-line generic message:
“We will contact you when our investigation is over.”
So after weeks of silence, they clearly were able to respond quickly once external escalation began. However, they still did not confirm receipt of documents, did not provide any timeframe, and did not answer any of the actual questions.
This makes the whole process look even less transparent.

[Socol93]

Hi!
My current situation:

The Optional administrator (thanks!) gave me an email to clarify the KYC situation.
I received the following email:

"When can we do a video interview with you?"

In response, I wrote the following:

"Hello!

I agree, but I don't understand how this will work.
The problem is that I don't understand English at all and don't speak English.
I can only read and write text using a translator.
In the video I sent, I had to read the text from a piece of paper."

After that, there was silence again. 3 days.
I emailed Optional email again to clarify the KYC situation:

"Hello!
My name is Olga Socolov. Account BET********.

I responded with consent.
I haven't received a response about how and when this will happen.
Please help."

The following response was received from kyc@bookmaker.eu:

"We will let you know when we have reached that stage of the investigation"

What does this mean? They offered me a video interview, and now they're saying they don't need it))

to tankvs:

Did someone write to you about the video interview?

[tankvs]

No, nobody offered me a video interview. In my case this will not be a problem, since my english is good. Did you wrote an email to the OIJ?

[nbaguy23]

Never seen an email from Bm KYC with a name, wonder if this Fred person is new or what's going on. It almost sounds like they're being audited or something.

[Socol93]

No, nobody offered me a video interview. In my case this will not be a problem, since my english is good. Did you wrote an email to the OIJ?

No, I'm still hoping for a video interview)))

[tankvs]

I would not rely on waiting alone.

At this point, “investigation” looks more like a delay tactic than a transparent process. They can keep a case in that status for weeks or even months without any real progress.

If they truly want to arrange the interview, they can do it at any time. But in my opinion, staying passive only helps them drag this out further.

I will continue escalating my case through other channels as well, including OSGA and other public platforms.

[Socol93]

Nothing else. No response. They don't want any more video interviews. What else can be done?

to tankvs:

Any positive news?

[tankvs]

Hi, if there would be an update I will post it. I have registered the case on OSGA, they should respond in two days time and also waiting for an update from OIJ.
You have instructions what to do in previous messages.

If you need help for making a complaint to OIJ or OSGA you can write me in PM

[Socol93]

Hello!

I wrote them two more letters.
They haven't responded.
I'm filing a complaint in OSGA and OIJ
I found another forum: BMR (Bookmakers Review)
It also describes cases of fraud with KYC.
I plan to register there and create a thread describing my problem.
We need to try to unite people affected by this situation.

[2Sweeet]

It seems Bookmaker has gone recreational. They'll boot and limit.

It also seems they don't pay Russians or whatever these 2 guys are. Is this isolated to just these few ppl? Or is Bookmaker Justbet not a good out anymore. I got caught in the kyc once but it was done very fast and I was able to cashout. That was around a year ago though