JustSpin Casino – generell diskussion

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Hello,

what has happened to you, please? Can you explain?

26 of January I register and deposit 50 euro won 3000 euro book of dead...I did a withdrawal for 3003 euro filled in IBAN/BIC everything and my withdrawal stood as pending..

30 minutes after they closed my account because I have exluded myself from their sister site 21.com 5 years ago due to gambling problems.

I did however send in all my documents and got an email 26 January that my documents where verified and that my withdrawl would still go thru....

as today 24 February NOTHING NO MONEY and everyday in chat same answer...relevant department is working on it.

I have saved both chats and email from them PROMISE me I will get my money...but nothing

I have reached out to both MGA,AskGamblers,eCOGRA no one of them are helping.

Hello there,

How about submitting a complaint here on Casino Guru too?

You already did that - that's good. The casino has a good rating here, it seems promising. Casinos with such ratings usually take care of complaints and cooperate with us.

Have you received any response from MGA, or eCOGRA explaining the missing solution or help? 🤔

Hi,

I recived email today at 08.06 in the morning they said information from both Justspin and myself has gone thru and they are now taking action..

3 Hours later I got email from Justspin wanting me to answer questions about gambling problems and me setting deposit limit in order to reopen my account..breakthrough after 5 weeks of waiting

some half hour later my account was open and I could log in and did a withdrawal for 2993 euro that withdrawal now stand as processing and Justspin said it can take up to 72 hours before the pay out.

I did bankwire transfer so once done I should have founds within instant time..

So if withdrawal not payed out Thursday at 12.00 latest they did not held up to their promise...

So we await 3 days please...if money is payed out I delete my bad judgement

Morgan

Hello Morgan!

I believe that this is going to be ok now🤞. Let me know the moment you get the money, please. I want to be sure the casino keeps up to its word. What about the account closure? Do you intend to keep playing?

Just a note - no need to delete anything, if the casino solves the issue fairly others shall see the progress casino made. It can help others in the future, don't you think? 🙂

My withdrawal came today's they did pay out perhaps thanks to eCOGRA ?

I wont play there again.

Thank you for support

Thank you for another good news! Have you received any statement from eCOGRA? I'm still trying to figure out how effective they are.

I have a very negative experience with these guys as well. They do not carry out responsible gaming rules, or carry them out when it is beneficial to them. They ignore mails, give the same answers about having to wait for the relevant team, which I am pretty sure does not exist, and just hope their problem (the customer) disappears.

Hey there.

Care to explain what exactly happened? I honestly hope it isn't the same email mentioned in this rejected complaint. 🙁

May I know how explicitly you tried to self-exclude, please?

Hur kan detta casino ha så hög rank när det finns mängder med olösta fall hos mga sen många månader tillbaka. De svarar ju inte ens Mga. Casinoguru har fan noll koll. Vilseledande. Hur mycket betalar dom er?

I guess you ran into some issues there, right?

If you truly want to learn more about its rating, visit this tab called "Safety Index explained"

I'm sorry to say that, but we do not get reports from authorities we could later use to adjust the rating, instead, we rely on sources accessible to us - like complaints created and handled through the Casino Guru Resolution Center, for example.

The reason is stated there:

"What will be the consequences of your complaint?

Let's start by stating that not all complaints are justified. Therefore, if the circumstances and evidence show that the casino has not done anything that we consider to be unfair, the complaint will be closed and categorized as being 'rejected'. The same happens if you stop communicating with us after submitting your complaint.

If the complaint is justified and the casino has done something unfair, the ideal scenario is that we resolve the complaint to your liking. In this case, the complaint will be closed and categorized as being 'resolved'.

If the complaint is justified and we are unable to resolve it, it is closed and categorized as being 'unresolved'. This happens when the casino either does not respond to us or refuses to do what we consider to be fair in that specific situation. You will not get your desired outcome but the complaint will be saved in our system, the casino will be punished with a lower rating from us and our review of the casino will warn other players of what happened. What's more, if the casino wants to improve its rating in the future, it will be forced to address the complaint, so there is a chance that your complaint will be resolved at a later date."

Speaking of which, care to submit one? https://casino.guru/complaints/create

I think I understand your concern pretty clearly, yet those open complaints we currently have are open - no black point has been assigned. So, technically, the rating is not affected as long as these complaints change status. Along with this information, it is important to mention, that complaints, even open ones, serve as a warning for other players - thus clearly visible in the aforementioned bar "Safety Index explained"

Don't worry, these complaints are on the watchlist, and our specialist will deal with them eventually.

We are not paid for letting open complaints rot Read the explanation given in one of the complaints:

"After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. "

Additionally:

"We will be now closing the complaint as unresolved until you get an answer the licensing authorities so please if you do, let us know as soon as possible.

Wish you best luck."

This is really an unfortunate situation, and I'll try to catch up with the progress.