Complaint #4 JVSPINBET Casino

JVSpin Casino - Refusing to close account

By GEORGIOS K.

5 years ago

They won't let me close my account. I firstly contacted chat to close my account but i was informed that i had to contact them through email at [email protected] which i find unethical and probably violating the terms and conditions from gambling commissions. But i didn't want the matter to escalate so after i cooled of i contacted that email to close my account. Their answer was : ''Is your decision related to specific issues with your gaming account or the quality of our customer service?'' in which i answered ''the quality of your service overall'' . Most people would think that this will be the story and my account will be closed but unfortunately for me here is not the case. Their answer was : ''Please fill in all the mandatory fields in your Personal Profile as completely and accurately as possible.'' I told them i filled everything i had too when i was registering 100% accurate and i don't have to fill anything more since i want to close my account but their answer was : ''In order for us to identify you as an account holder, you should fill in all the mandatory fields in your Personal Profile as completely and accurately as possible.'' How is this possible?? They wanted me to deposit money in order to access a no deposit bonus but now they need more personal data for an account closure?? So you can deposit and lose money and they don't care about anything but when i try to close my account they want to identify me?? What kind of logic is that?? It is my right to close my account when i want to but they deprive me of that right. They are denying an account closure. I have never seen that before ever!!!

Disputed Casino JVSPINBET Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 years ago

Dear @maxhtec,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

JVSPINBET Casino

• Representative

5 years ago

Hello. I'm sorry that this happened to you. Again, there was a system update and a technical error. For which we apologize.

What kind of proof do you need to provide, let me know?

Inactive user

5 years ago

This is the biggest lie i have ever heard and apparently i don't believe you. I am assuming all of the players on your site have the same problem hence there is another complaint on the same matter. You assured me that my account was closed and i will no longer receive letters on my mail. That was YOUR answer here on askgamblers on the 15 of February 2021. That was a complete lie. To be honest i am almost certain that my account is not closed either but i thought you know what i don't care anymore. But now you have repeatedly lied to me so i do care and i want some kind of proof that my account is closed and i will not receive any more letters from you

JVSPINBET Casino

• Representative

5 years ago

Hello everyone
We have recently updated our internal mailing service - we changed the processing and software itself.

It is possible that the player's email was loaded automatically.

This situation will never happen again.
We apologize

JVSPINBET Casino Complaint Stats

Resolved 5 / 7

Avg. Amount $7,929

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

JVSPINBET Casino Complaints

See all complaints for this casino

Payout issue that lasts

I have made payout request at 8th september worth IDR 4.833.210 ( $291) via an airtm account. After countless everyday asking for support,

the answer is still same > We are sorry you are facing this issue. But don't worry, we're here to help. We have forwarded the issue to our specialists.

So okay, its all about specialist and specialist.

After 15 days, at 23th september they told me that "Unfortunately, my withdrawal request was unsuccessful, and the funds were automatically returned to your gaming account. We recommend that you try to make another withdrawal request"

Then when i made another withdraw request, they say that "that it can not be used because the deposit and withdrawal methods is not match"

What?

After long confirmation here and there. They finally accepted my other request at 24th (this time worth IDR 5.257.000 or $317) and said that " If the funds are not credited within 24 hours, please get back in touch with us and we'll look into the issue"

From 24th september until now i keep asking them through emails and the answer is still the same. Their specialist are working on the issue!!

Unbelieveable. Here i am feeling hopeless and disgusted.

This is the first time in my online gambling history that i've encountered such issue.

Unresolved

₹4,833,210

Pending withdrawal

I made a withdrawal and my transaction was pending, they told me to wait for 48 hours but the balance in my casino account has not returned and it has been more than 48 hours, I want to try to cancel the transaction and try another method but there is no button to cancel the transaction, all they did was tell me to wait, even though I have been waiting for more than 48 hours

Unresolved

JVSpin Casino - My withdrawal is delayed since June 3rd

Hello, AskGamblers community,

My gaming id is 519387747.

I created a withdrawal request of 31640 INR through the Airtm wallet method on 03 June 2023 on JVSpin casino.

They said that the e-wallet method usually takes 24 hours for the withdrawal to be processed. They told me that please come back after 24 hours if the withdrawal is not processed. Now more than 5 days are gone but my withdrawal is not been processed till now.

I contacted customer care and they said that:

"Dear customer,

Our specialists are currently working on your issue. Kindly wait for the reply.

" . They don't even reply properly on chat and on mail. Their customer service is very pathetic.

Please help me to get my withdrawal.

I have sent you the withdrawal screenshot and mail chat, please check.

Resolved

₹31,640

JVSpin Casino - Deposit of 8000 INR is still not credited

My casino name is Nitish <surname removed> and gaming id is <data removed> and registered email id is <data removed>.

I deposited 8000 INR through UPI by paykassma method in 9040074474@upi in bank upi id that is given in this casino payment page on 28 Feb 2023 and Transaction UTR number is <data removed>.

Unfortunately My transaction had gone pending because of my bank issue. but I submitted my deposit request. but today on 1 March 2023, My transaction has been successful.

I confirmed with my bank and It said that money has been transferred to given upi ID. I have submitted my complaint to casino but it said that your request is in process. and also they did not reply through mail.

I have sent you pending payment and then successful payment screenshot and chat screenshot please check

Resolved

₹8,000

JVSpin Casino - Impossible verification

Finally won some money while playing blackjack from Evolution. (1k eur from 80). After that, created 2 withdrawal requests (500 eur max per 1 request). The next morning, they proceeded only with 1 withdrawal. To proceed with another, I'll need to start the verification procedure. Ok, it never was a problem for nearly 5 years of gambling. But it was kinda strange as I play in their sister 1xslots for a long time, and they never asked me for verification.

Which steps I did:

1) Sent photos of my gov id

2) Sent proofs of my 2 banking cards (in pdf form)

This is where most verifications end. Then they asked me for a selfie in front of the chat with their support.

I tried to do my best, and send 5 different photos. It's really hard for my camera to focus on both documents and monitor.

No success. "Bad quality photo" - they said. Then I said "quality photo" with face and gov id only. But they don't care, they need whatever they asked. They don't care about players. My phone is HUAWEI Y5 - good enough for me because I never thought that I need something with an AMAZING CAMERA for a VERIFICATION in JVSPIN.

After that, I asked for video verification, because it's much easier to prove my identity and will be much faster than me few hours trying to take a "good-quality photo". They refused because they need photos first.

WTF is that. They just stole money, nothing more. I could understand If I deposited through a crypto wallet or smth like that, but I proved to them my identity fully with bank docs.

Don't recommend JVspin and its sisters to anyone. They will steal your money after your first big win.

Resolved

€500

JVSpin Casino - Casino refusing to stop marketing and closing account

Casino refuses to stop sending me marketing and states I have to do it myself from the account settings or by clicking unsubscribe from the email. I cannot log in to my account (not even when asking for a new password) and their unsubscribe button in the emails lead to the frontpage of the casino so I cannot do that.

They also refuse to close my account unless I send them pictures of my passport and I do not want to send such a sensitive information to a casino. Can you help me? I only want them to stop sending me marketing and closing my account. Attached screenshots of chat conversation and emails.

Resolved