Problems with getting my winnings

Dear @fir095,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Justspin Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Hi FIR095,

We are very sorry for all the inconvenience you are experiencing during this whole process. Unfortunately, in order for us to be able to assist you further, our Payments and Fraud department needs to receive the requested credit card statements in a pdf format that has been provided by the bank itself. Unfortunately, we are unable to accept screenshots that are modified and saved as a pdf file.

Please, find below again the reasons why our Payments and Fraud department needs the file in a specific format and with certain information visible:

"We also kindly ask you to make sure that when sending the copy to us that your full name, bank logo, card details are visible. Please truncate the card should it be visible in its entirety on the bank statement.

This bank statement is required in its entirety due to the concerned bank putting incoming and outgoing transactions on hold until it has been fully processed. We are only able to identify that your statement is true if you provide us with a bank statement showing the incoming and outgoing transactions. The concerned bank, therefore, puts a credit/debit hold of the exact same amount of the incoming or outgoing transaction so that you always have an updated spending balance."

Please check the information from the link below:

https:­//w­ww.i­ng.nl­/pa­rti­cul­ier­/be­tal­en/­cre­dit­car­ds/­mij­n-c­red­itc­ard­/me­er-­wet­en/­Cre­dit­car­d-a­fsc­hri­ft-­lez­en.html

As stated in the link above and according to the feedback you have provided, we understand you can't download a pdf statement from your bank, but they are able to provide it to you through the post. We will be able to accept a scanned version or photos of the statement you receive from your bank.

We will be looking forward to receiving the needed documentation from you in order to investigate further.

Thank you for your collaboration and Best Regards,
Alex

so,
i have contacted you guys by chat concering this matter(nele), i asked for evidence on where i can find the link to my bank (ing dutch bank) stating that i am able to contact my bank for my creditcard statements,
when i asked for evidence ,he gave me none.
so once again, your claim that you claimed my bank and asked if it possible to download pfd files off my creditcard is false.
it is possible to download bank statements off my main account but since my creditcard a sidebranch is, it is not possible.
i have send evidence of my own bank telling me its not possible to do so,
so what is the next step since i'm not able to recieve my pfd files off my creditcard statement and you guys dont allow my own pfd screenshots off my bank.

(05:30:23 PM) *** Nele joined the chat ***
(05:30:28 PM) Nele: Hello and welcome to the live chat
(05:30:43 PM) Nele: How can I help?
(05:30:54 PM) fir: hello nele can you please read up i copied of what i needed help with
(05:31:04 PM) fir: alex posted me that in a dispute
(05:31:19 PM) Nele: What is this about?
(05:31:48 PM) fir: so i talked with alex about the matter im in atm, i talked to my bank 4x and they said they cant give me my pfd files off my creditcard because its not possible
(05:32:05 PM) fir: he says its possible and said this : If you need further assistance on this matter, we can provide you with the links your bank has sent to us where the procedure to get a bank statement for a credit card is explained.
(05:33:05 PM) Nele: Ah I see here, sorry I just needed to follow up.
(05:33:08 PM) Nele: Your bank is ING?
(05:33:08 PM) fir: i already explained you guys 4x that i can download pfd files of incomming and outcomming bills off my bank account, but my creditcard is only linked to my bank account, its not possible to download off a side branch off my bank statement
(05:33:14 PM) fir: yes
(05:34:16 PM) fir: let me explain it to you you might understand what i mean, so you have a main bank account where you can do everything, upload files download em into pfd etc, then you have side account, saving account, creditcard account, etc
(05:34:33 PM) Nele: Okay, but this is a document we need. We need a bank statement, which shows, that its linked to your mastercard, if you can not provide us with this, we can unfortunately not assist you
(05:35:00 PM) fir: but i dont get it you need a statement to see that my main bank
(05:35:06 PM) fir: is connected to my creditcard?
(05:36:27 PM) Nele: Yes
(05:36:56 PM) fir: Visitor uploaded: uhm.png
URL: https:­//v­2up­loa­ds.z­op­im.i­o/­0/n­/N/­0nN­NKm­lVT­mHK­ZJT­sRA­aOm­t4O­d92­3nr­tK/­0b4­fb3­a7b­17f­c7c­661­bdf­582­503­fd8­d67­689­d5d­2.png
Type: image/png
Size: 103838
(05:37:01 PM) fir: there you can see my bank ing
(05:37:10 PM) fir: you see my main bank account on top
(05:37:16 PM) fir: at the bottom you see creditcard.
(05:38:07 PM) fir: there is your proof that my bank is connected to my creditcard, but like i said, i cannot download any pfd files nor my bank off my creditcard because its a side branch and not my main account,
(05:38:11 PM) Nele: We need it as a PDF, this was requested by the payment team Fir
(05:39:04 PM) fir: no what you guys asked, is that you wanted to see a pfd file off my creditcard transactions from a certrain data, which i cannot give because i explaiined it so many times to all of you.
(05:39:22 PM) fir: you never asked me for proof that my bank account is linked to my creditcard.
(05:39:53 PM) Nele: Provide us with an updated bank statement in pdf format which is linked to that Master Card, this is what we need
(05:40:28 PM) fir: did you look at that sceenshot i have send you
(05:40:38 PM) fir: is that what you need in pfd format or not.
(05:41:09 PM) Nele: It is not PDF, we need that statement as a PDF
(05:41:23 PM) fir: yes i can put it into pfd, but before you guys say its the wrong thing again
(05:41:37 PM) fir: Visitor uploaded: imagetopdf-(6).pdf
URL: https:­//v­2up­loa­ds.z­op­im.i­o/­0/n­/N/­0nN­NKm­lVT­mHK­ZJT­sRA­aOm­t4O­d92­3nr­tK/­725­851­b45­06f­6c4­0fd­f36­579­444­663­518­bf7­715­c.pdf
Type: application/pdf
Size: 59557
(05:41:51 PM) fir: please check it, and tell me if that is what you need.
(05:41:56 PM) Nele: No that is not what we need.
(05:42:02 PM) Nele: We need the actual statement as a PDF
(05:42:07 PM) fir: alright then we are on the same page again.
(05:42:29 PM) Nele: I do unfortunately not make the guidelines, but this is what the payment team requested
(05:42:37 PM) fir: you need an statement off my creditcard account, which i cannot give because my bank doesnt allow it, i can only take screenshot and put that into pfd files
(05:43:07 PM) fir: i can give you a screenshot i made myself and put it into pfd files off my creditcard, but you guys dont even accept that,
(05:43:29 PM) Nele: You should ask your bank once more, I do not see why they should not provide you with this
(05:43:37 PM) fir: i asked them 5x
(05:43:50 PM) fir: i just asked them 20 mins ago
(05:44:02 PM) fir: you want a screenshot of our conv? because i have made one
(05:44:20 PM) Nele: No I do not need a screenshot
(05:45:06 PM) Nele: We need the document, if you can not provide us with this, we are unfortunately not able to help you
(05:45:55 PM) fir: so basically you are saying, my bank won't give me my creditcard statement , you dont accept my OWN screenshot in pfd files, and you took 177 euros off my account when you should be giving it to my account
(05:46:19 PM) Nele: This is what the payment team requests, so unfortunately yes
(05:48:03 PM) fir: you guys make false information up that my bank gives statements off my creditcard account, when i asked for it you guys provide me 0 evidence
(05:48:36 PM) Nele: I am sorry to hear Fir, you are more than welcome to send an e-mail. I am sorry that I can not help you further with this
(05:48:51 PM) fir: no problem, i got the evidence i need

for the 5th time, we keep going round and round with this
YOU ARE ABLE TO PFD UPLOAD DOWNLOAD your regular bank account, but the money was taken off my creditcard, and my creditcard side linked to my bank account is not able to be downloaded (they won't allow)
look at the picture i have send, i have asked them this same question this 4x now, google translate it and you will see it says they are NOT ABLE to send me a downloaded file of my creditcard transaction.
only thing they are going to do now is send me a letter with my creditcard costs of incomming and outcomming bills from 3th of june until the 3rd of july, are you happy with a letter from my bank? are you happy with that now?

so once again:
yes i can download pfd files directly from bank account but i cannot take a pfd download off my creditcard file nor the bank because its a sidebranch off my actual bank account.