Complaint #17 Jetspin Casino

Ongoing “technical issues”

By Craig S.

7 years ago

Joined the casino a week and a half ago, did not receive my 200% initial deposit match as advertised. When I asked the CS team, they said they have “technical issues” and will add my bOnus when this is fixed. Deposited several more times and did not receive all of the further welcome bonuses, only to be told the same thing. I also noted there weekly tournament which is based on gameplay was not calculating the ladder correctly, and I finished in fourth place despite clearly having the most points.
Again when raised with the CS team I was told they were having technical issues, and will be resolved when that is fixed. It has been a week and a bit now, and they have no further news and will not give a timeframe for fixing these issues, and issuing the bonuses as advertised and correcting my tournament prize.
No one will give any further info or a timeframe or even tell us what is going on.

Have screen shots of the tournament ladder and several chats as evidence.

Disputed Casino Jetspin Casino

Reason Bonus not given

Discussion

AskGamblers

• Support Team

7 years ago

Dear @fb_10153452711818123,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Jetspin Casino

• Representative

7 years ago

Dear @fb_10153452711818123,

Your bonus has been added and you played it. "100 spins are awarded in the following way: 20 spins a day for five days. The first 20 spins will be added immediately after wagering wager X1 on deposit. The next 20 free spins will be added within the next 24 hours and this will last for 4 days." But you closed your account self before getting all the bonuses. Jetspin casino does not reopen accounts and live support staff warn about it.

fb_10153452711818123

• Western Australia • 1 reviews

7 years ago

Hi, thanks for your reply. I had actually closed my acct with Jetspin as I was very annoyed with the way this situation had been handled throughout.

However, based on your offer of compensation for the problems, I decided to reopen my acct and give the casino another go, as I had still not received many of the bonuses I should have received with my initial deposits (mainly free spins, the cash components of the bonuses was finally paid).

However, I have been informed by your CS team that apparently you are the only casino online that I’m aware of that does not ever allow accounts to be reopened, or to establish a new acct.

Effectively, I have zero compensation for the remaining 100+ free spins I was owed, and your offer of a no deposit bonus, while a very nice gesture, is worth nothing to me as I can’t utilise it.

I’m happy to cut my losses and walk away from the casino, however I do feel that Jetspin has handled this situation very very poorly, and not really made any effort to repair the trust that customers place in online casinos, and others should know.

AskGamblers

• Support Team

7 years ago

Due to reported technical issues with replying to the complaint, AskGamblers Complaints Team have extended the time, on player's request.

Jetspin Casino Complaint Stats

Resolved 9 / 12

Avg. Amount $2,638

Avg. Complaint Duration 12 days

Avg. Response Time 3 days

Jetspin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Jetspin Casino Complaints

See all complaints for this casino

No Cashout After 10 Days

Hello! I got 2000 euros waiting to cashout on Jet Spin Casino and after almost 10 days my money still pending in cashier. I try contact live chat but they don't have active live chat anymore and chat is blocked. It's only way to contacting them it's over e-mail but that wouldn't help you much because they don't answering on e-mail. Last time when i talk with them over chat before 10 and more days they tell me to get patient and wait little more. On their casino is only 2 provider's now and before they got most all of them. It's this Game Over for Jetspin Casino or?? What's going happening with my and other people money? Thank you!

Unresolved

$2,000

$1,500 cashout delayed due to “technical works”

I have been a loyal player at this casino for a while. I'm use to getting the standard line of "Technical works" when i inquire about my missing free spins, however, i was hoping i wouldn't have the same issue with a cashout. All my documents have been sent and fully verified. I also emailed support and have not had a response. I have since gone back on the site and asked for an update before i put in a complaint. Don't think it will be any surprise to know the response was "Unfortunately we have technical works at the moment"
They have been very happy to accept my money for a long time, never any "technical works" there, so I'm extremely disappointed they are doing this to me now.

Resolved

$1,500

"Technical Issue" preventing live support from accessing any accounts and crediting free spins

If you will look at any of the Jetspin complaints, they all have the same issue, a "technical error". It seems like this casino has a technical error every week, or they say they do to avoid crediting free spins or bonuses. I made a deposit with the Friday reload which comes with 2 sets of 50 free spins, on Saturday and Sunday.

The free spins are given on 12 Zodiacs. However, these free spins do not work for any cryptocurrency, for any player. The casino claims this is a problem with my computer or PC but I have 0 problems playing this slot at other casinos. There is a technical error in how the spins were credited in which the coin size was set to 0. I've had an affiliate flat out tell me that you must go to live support to get the spins changed to another game because this is a reoccurring issue. For some reason, they have failed to change the game for the free spins offer. As a result, I went to live support in order to get a different set of free spins but was met with "technical error" which meant they couldn't see my player account or exchange my free spins. I asked live support when the "technical error" began and she didn't have accurate information on that. There was no information or anything on the website to demonstrate that there was a technical issue present before depositing.

Resolved

Failed to resolve bonus wagering issue in a fair and honest way

Hi, Please do not mention any email, name, address information in this complaint section due to privacy. In august I made a deposit and received a bonus of 150. While playing, I managed to have a balance near 1650 euros, which then I went ahead to check my wagering and I noticed my bonus title had said it was in its lost stage. I still had my balance at the casino, and this error did not make any sense at all. I asked via chat and explained the issue. I also mentioned to them my balance was slowly dropping without me making any bets. After numerous chats and emails sent to them, they implied I made deffered bets (meaning I had saved multiples spins on a slot game), which was not the case. They removed my whole balance of near 1650 euros claiming I was abusing their system, which was also not the case. After weeks of arguing and mentioning this issue on various complaint sites ,they finally credited me back a certain amount in my casino and with specific terms. Which was a month later. Instead of my bonus of 150, they put a bonus of 500, with zero percent wagered. (At the time I had 4 % wagering completed). I have valid screenshots of this too. My balance was also near 1650 euros, and they only credited me back 1400. They also put a maximum withdrawal of 1500 for this bonus. When I had read their terms, there were no maximum winnings term applicable at that time in august. I messaged the casino privately quite a few times to bring this issue to the manager or owner, and no one has yet responded. I was kept being told to wait for the managers email as chat members did not have access to this information. It has been over 2 weeks now. They knew something was wrong with their system so this is why they credited me back 1400 euros. I would like the casino to fix my balance to 1650, and let me finish my wagering requirements, and remove the term of maximum withdrawal of 1500 as there was no such term when I had made the deposit. Thank you

Unresolved

Long running technical problems

This complaint follows the many recent reviews posted as well. I deposited 100 CAD to Jetspin without knowing that there has been long running technical problems where you can not play with real money. Why do they let people deposit without even putting a message on the site stating that there is a technical problem and that you can’t play with real funds? Support has no idea what’s going on and no one can give a time frame when it’s going to be fixed. So now myself as I’m sure many other as well have deposited real money sitting there for over a week with no fix in sight. And you can’t even withdrawal it if you wanted to.

Resolved

$100

Verification still pending, nothing happening on a €24,000 payout

I signed up at Jetspin because it had 9 stars in AskGamblers and i expected a good casino. I still think it is a nice platform, good games. I like the way its basically done. I cashed in 2000 lost. Tried anothee 4000 eur. Then i went up to 35.000.- I lost about 10.000.- of it. Since the casino is new to me, i decided to try the payout before going on with more gambling. I uploaded all the standard docs that where asked for (im very used to it, playing at 10+ casinos since more than 10 years). I also inserted a withdrawal of EUR 24.000.- (6 times 4.000.-) After that nothing happenend. I thought i give them some time. After 4 days of no email and no news („pending“) i talked to the support chat. They talked about technical problems since Monday. So now that its the end of the Week (friday) - and since i already asked support, but my verification and therefor also my withdrawal is still pending with no feedback after 5 days so far, i though i ask at askgamblers, since this site brought me to the casino and was always very helpful.

Resolved

€24,000

"Technical Issues" preventing withdrawal

I actually think JetSpin is a great looking site and has a great welcome offer but I'm sort of thrown for a loop when it comes to how they have handled my withdrawal. Jetspin states that most withdrawals are processed within 1 hour to e-wallets. I requested a withdrawal yesterday but it was stuck in pending for over 24 hours, with no e-mail or reply from JetSpin. I proceeded to speak to the live support and the live support informed me, "Unfortunately we have technical works at the moment and we can not withdrawal today(((". I proceeded to ask if there was any timeline of when the issue would be resolved and she stated that she didn't know. I'm not sure what to make of "technical" issues as it sounds like a very generic excuse but the fact that there was no communication via e-mail or anywhere on the site to communicate the delay in withdrawals was also frustrating.

Unresolved