Complaint #1 Jetspin Casino

Withdrawal declined because I have British passport even though I am playing from allowed jurisdiction

By Gem F.

8 years ago

Message on forum

I registered at this casino today (27th March 2018). I am registered and verified at several other Direx Ltd. casinos and have been for a while.

I deposited twice - 20 euros each time. Lost first deposit plus bonus but won 200 with the second deposit and met all wagering requirements.

Requested withdrawal of 200 and got asked for documents to veirfy account. Sent documents but received badly worded email shortly after saying I am a UK citizen and therefore not allowed to play for real money so deposits have been returned to my account. I am not a UK citizen.

I followed their link taking me to their terms and conditions which clearly states I can not play from certain jurisdictions including the UK. However, I am not playing from any of the jurisdictions mentioned. I have been residing in the Netherlands for 12 years now and simply have a British passport (as well as a Dutch drivers license).

I have made successful withdrawals from several other casinos operated by them.

I contacted their chat who simply told me it's because I have a British passport. It does not mention anywhere in their terms that the nationality is a problem, but rather the country you are playing from. The Netherlands is an accepted jurisdiction thus I comply with their terms and conditions.

I have provided them proof of my residence here by providing a utility bill showing my Dutch address and screenshot of my Dutch bank account.

They have made a mistake and I would like it rectified asap.

Disputed Casino Jetspin Casino

Reason Declined payment

Amount €200

Discussion

AskGamblers

• Support Team

8 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Gemtwitch

• Netherlands • 26 reviews

8 years ago

To whom it may concern,

It was unfortunate that I had to submit a complaint.

The cashout has been processed, I am just waiting for it to hit my account.

To be honest, I don't fully agree with your response that I raised suspicion. You was provided with sufficent evidence that confirmed I was not playing from the UK and you could also see the IP addresses in your log.

However, I wish to conclude this case as 'resolved'.

With kind regards,
Gemma

AskGamblers

• Support Team

8 years ago

Dear @Gemtwitch,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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.

Thank you for your cooperation.

Jetspin Casino

• Representative

8 years ago

Dear Gemma,

Indeed, according to the rules, players from the UK can not bet in our casino. (https://prnt.sc/iyg7l1).

The use of a UK citizen's passport, as well as your mail with the @yahoo.co.uk domain, aroused suspicions from us and caused misunderstandings.

All your winnings have already been paid. We hope that you have treated this situation with understanding. We will be glad to see you again in our casino

Jetspin Casino Complaint Stats

Resolved 9 / 12

Avg. Amount $2,638

Avg. Complaint Duration 12 days

Avg. Response Time 3 days

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