Complaint #3 Justspin Casino

Self exclusion issue

By Danijel R.

6 years ago

Message on forum

Hi, my previous complaint about this problem has been rejected.
I'm contacting you because on 30. September 2019 I have self-excluded myself from 21.com site.
After that, I registered on JustSpin.com and deposited without knowing they are sister casinos operating under the same license.

I have used the same name, address, phone number, and everything.
On the forum, I found out that they had to warn me about self-exclusion and I shouldn't be able to deposit and play there, and this case is eligible for withdrawal of my funds on justspin.com.

Below I'm sending proof of my registered profile data and self-exclusion date on 21.com and my profile data on justspin.com

Disputed Casino Justspin Casino

Reason Terms violation

Amount €75

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Ruki2001,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Justspin Casino

• Representative

6 years ago

Hi Ruki2001,

Your 21.com account was closed with a normal closure procedure for one year. This does not block you from registering on Justspin. It is only when you close the account or do a self-exclusion due to gambling problems that you are not able to register on other brands on the same license.

I have read through the communication between you and our support and there is no mention of any gambling issues. This is the reason why you were able to register and deposit on Justspin.

Please do not hesitate to write back if there is anything I can assist with, and have a merry Christmas!

Kind regards,
Alex

Ruki2001

• Croatia • 8 reviews

6 years ago

The total amount of disputed deposit refund is 75e.

AskGamblers

• Support Team

6 years ago

Dear @Ruki2001,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund in question.

Thanks for cooperating the AskGamblers Complaints Team.

Justspin Casino Complaint Stats

Resolved 7 / 9

Avg. Amount $1,329

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Justspin Casino Complaints

See all complaints for this casino

Lost my withdraw

I won 2400€ 21.3.2026. Today I got email, that my winnings have been taken and my deposit has been credited to my account, because I have used vpn with my last sign-in at the casino. Vpn was not on when I played, made a deposit or withdraw. I´ve been asking for my winnings on a daily basis, because the casino says that winnings are paid within 24h. I emailed to them a few moments ago, that I haven´t used their site or played anything during my withdrawal pending status.

Unresolved

€2,400

Delayed withdrawal 6000 NZD

I deposited $2000NZD on 2 separate occasions. No bonuses were used for either one.

Managed to get the balance to just over $6000NZD.

Requested 2 separate withdrawals (max is $5000) on October 23 at 836AM NZDT.

I had 2 old cards, which I used to deposit previously, but which I no longer use. I decided to email support (before i requested the withdrawals), asking for them to be removed (I had them canceled as they were lost).

In this email, I decided to add a screenshot of my bank account (showing the 2x deposits i made here), photos of the front and back of the new card I used to deposit. I did this to help speed up the verification of the new card.

My ID and address have already been verified.

Support emailed me back around 2 days later, asking for photos of the card used to deposit (which i had already sent in my first email). So I sent them again.

Received an email around 3 days later saying my card is verified, but my withdrawal is still under review.

In between these emails, I have been talking to the live chat and emailing support, asking what the delay is. The 1st email I sent requesting the status of my withdrawal was over 24 hours after I made the request to withdraw. I get the same response every time 🫠.

At the time of this complaint, it's been just under 4 days, 95 hours since I requested the withdrawal.

Why does it take almost 4 days to review the request?! And what exactly is being reviewed?

Resolved

$6,000

Withdrawal still waiting confirmed on June 16th

Justspin casino doesn't pay my 750€ withdrawal.

I made my withdrawal last week, Monday, 16.6.2025, and it's still open. Chat or email doesn't help anything.

They only say that there is a rush, and it's in the payment department. They are so sorry, but that doesn't help anything.

Played with raw money, without a bonus, and it's not even my first withdrawal.

My account is verified, too. Can you help me get my money?

There is photos about emails and that withdraw what is on on photo is still open.

Unresolved

€753

Deposit limit is not working at all

Dear,

I sat a limit of 80 eur per week when signup on Justspin. I deposited 76 eur and then I was able to change my deposit limits however I wanted. So I ended up depositing 253 eur more.

I have screen recorded a video of how i'm able to change the limit without any cooldown of 7 days as it says on the limit page. This is a major problem for me as a gambling addict to be able to change the limit without any cooldown.

Therefore i'm asking for a refund because your players protection does not work.

Videoproof: < link removed >

Resolved

€500

Withdrawal not yet received

I made a withdrawal for $1003.00 On June 23 or 24 along with another withdrawal of $303.00. Both withdrawals were supposed to go to the same place. It is now August 3rd and I still have yet to see the 1000 dollar one. They told me the 300 dollar one was rejected and sent back by my bank and they put it back into my playing account. The 1000 dollar withdrawal has still not been located apparently. Every time I speak to someone on the live chat thing they always tell me the same thing. They tell me they have escalated the matter to their payment department and still have not received an update from them. They tell me also they will email me when they have figured it out. This still has not happened at all. I have given them new bank information with a swift code that will accept the transfer and will not reject it. It’s getting to be very irritating because they should have had the same issue with this withdrawal as the 300 dollar one since they were going to the same place not to mention were made the same day.

Resolved

$1,003

Payment is missing

I made a withdrawal (500 euros) 16.6. It was accepted at the same day, later in the evening. After a few days I chatted with customer service because the money wasn't in my bank and he confirmed that the money has been sent to me. After waiting one week, I send them email and told them that the money hasn't come my bank account. I was asked kindly to send information where is all my incomings to my bank account from 16.6. and days after that, which I did. Few days after I send email again and asked what was going on and I was told that they have paid the money but they are not sure where it is at the moment. I was allso told that they are trying to find the money. I have now been waiting 16 days. I have been sending email every day and ask, have they found them and how long this is going to take. Past 3 days they haven't even answered to me anymore.

Resolved

€500

Problems with getting my winnings

20th of june i requested a withdrawal for 180(minus 3 euro transaction cost so 177euro) day the next day i got the confirmation that the money was on the way to my bank account, it got put back into my account due it was not able to put it back on my bank because i used a creditcard when i deposited earlier, so i did the same thing but option to withdraw with creditcard this time.

I get the same message that the money is on its way, but instead of adding money to the my bank, it was taken off my account.

I have been into live chat numerous times now and it is not easy to get a hold of them. They say that the relevant department is working on my withdrawal but here on askgamblers they pending time is 0 - 72 hours. It has now gone 7 days which is way over their 72 hour pending time.

I don't get with so much proof they have to take so long to put this mistake back in its place.

I would very much appreciate Ask Gamblers input on this case thank you in advance

Rejected

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Problems with getting my winnings

22nd April i requested a withdrawal for 30 000 NOK ( 3000 EUR ) the next day I recieved an e-mail requested my documents so of course i sent them in straight away .
I have been into live chat numerous times now and it is not easy to get a hold of them. They say that the relevant department is working on my withdrawal but here on askgamblers they pending time is 0 - 72 hours. It has now gone 6 days which is way over their 72 hour pending time.

I have not even recieved a confirmation that my account is verified or that my withdrawal has been approved. I do not get any information from them what so ever and this is bad customer service, they could at least send me an e-mail to explain why I have to wait so long.

I would very much appreciate Ask Gamblers input on this case thank you in advance

Resolved

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Not crediting my account after making a deposit

Hi,

On November 25th I made a deposit of 10 euros using Rapid Transfer but while the money was taken off of my bankaccount and I received a confirmation from the payment provider my account was not credited. On the 29th of november I contacted JustSpin through live chat and i asked about this. I got the reply that they would hand it over to the payment department and that I would hear from them. I asked how long it would take and they just kinda brushed me off. I sent another email on november 30th but I didnt get a reply. I wish for my account to be credited or for the money to be put back in my account..

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