Justspin - Help thread

b0tten said:
Hi! I've been trying to verify your account and card with you for over a week now. Has been in contact with customer service a two-digit number of times, and submitted photo of cards 6-7 times. Last time I heard from you was last Friday, is it going to take so long to get documents approved on JustSpin?
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Hi @b0tten,

Thank you for raising this with me.

The verification process normally goes by quickly. When there are documents that are not clear enough or for example incorrect documents, it will take longer since the verification process restarts.

I have sent you a PM of which documents you need to verify and I will make sure to follow up during the day.

Kind regards,
Alex

 
Kosmankasa said:
Was told today by justspin that document approval can take up to 72 hours. Wow, I'm so surprised. FrankFred approved within two hours. @Alex_Justspin 
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Hi @Kosmankasa

Our KYC process does not have a time limit like this. Your account will normally be verified the same day, maximum the day after if the workload is heavy.  It takes everything from 1 hour to a day. 

Feel free to send me a PM with your username and I will investigate in your case and assist you with the verification. 

Kind regards,
Alex

 
Hey agein. I have upload on web page.

Send doc on e-mail and send on live chat.

Still get e-mail too asking too upload on webpage.

Sent email and i dont get a answer.

Is getting very  frustrating ☹️



 
Alex_Justspin said:
Hi @Kosmankasa

Our KYC process does not have a time limit like this. Your account will normally be verified the same day, maximum the day after if the workload is heavy.  It takes everything from 1 hour to a day. 

Feel free to send me a PM with your username and I will investigate in your case and assist you with the verification. 

Kind regards,
Alex
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I just send you a PM

 
Boulder said:
Hey agein. I have upload on web page.

Send doc on e-mail and send on live chat.

Still get e-mail too asking too upload on webpage.

Sent email and i dont get a answer.

Is getting very  frustrating ☹️
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Hi @Boulder

I cannot find your user on Justspin.

Can you please PM me your username and I will investigate and assist you in this.

Kind regards,
Alex

 
Hi there.

First of all. The people working at your support are supergood! Very friendly and helpful!

But now i have been back and forth for over 2 weeks trying to get my withdrawal. Sent in verification 2 times. All should be good since i never had problems at any other casino. The one question i have been asked is that one of my cards dont have iban and why it doesnt. The bank doesnt allow payments from other countries. The support says that it should not be a problem after some research, and that im not having the withdrawal to that account anyways. I have made deposits with cards and Ecopayz, and did my withdrawal to Ecopayz, but this has been cancelled or they said i needed to cancel it and try it again 2 times. Dunno what's wrong.

 
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evene123 said:
Hi there.

First of all. The people working at your support are supergood! Very friendly and helpful!

But now i have been back and forth for over 2 weeks trying to get my withdrawal. Sent in verification 2 times. All should be good since i never had problems at any other casino. The one question i have been asked is that one of my cards dont have iban and why it doesnt. The bank doesnt allow payments from other countries. The support says that it should not be a problem after some research, and that im not having the withdrawal to that account anyways. I have made deposits with cards and Ecopayz, and did my withdrawal to Ecopayz, but this has been cancelled or they said i needed to cancel it and try it again 2 times. Dunno what's wrong.
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Hi @evene123

Thank you for your feedback.

I found your user and I will look into what has happened with our payments department. Will get back to you in a PM shortly with a solution. 

Kind regards,
Alex

 
loco187 said:
Hi @Alex_Justspin
I am also waiting now since few days for account verification.  Can you maybe help?
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The thing is if a forum helps a customer, then support in the first place wasn't good enough,  because why should a forum help if your customer support is second to none to begin with, im not saying anything bad and not saying your bad support, but I would say a forum shouldn't be the difference  off getting the very best! equality"

 
loco187 said:
Hi @Alex_Justspin
I am also waiting now since few days for account verification.  Can you maybe help?
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Hi there @loco187

I just got back to you in a PM. All should be good now.

Kind regards,
Alex

Xxxxwildingxxxx said:
The thing is if a forum helps a customer, then support in the first place wasn't good enough,  because why should a forum help if your customer support is second to none to begin with, im not saying anything bad and not saying your bad support, but I would say a forum shouldn't be the difference  off getting the very best! equality"
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Hi again @Xxxxwildingxxxx

I completely agree with you - in the best of worlds we should not even need a help thread.

I guess that everything is not perfect in the start, and that partly why I created this help thread. Your feedback is assisting us in optimizing the casino, hiring more resources where needed and adjusting stuff that is not working as it should.

Please stay tuned and you will see that the KYC and withdrawal requests brought up here will not be brought up in the future. That is what we are aiming for, and working towards.

Kind regards,
Alex

Edit: Misspelling

 
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Alex_Justspin said:
Hi there @loco187

I just got back to you in a PM. All should be good now.

Kind regards,
Alex

Hi again @Xxxxwildingxxxx

I completely agree with you - in the best of worlds we should not even need a help thread.

I guess that everything is not perfect in the start, and that partly why I created this help thread. Your feedback is assisting us in optimizing the casino, hiring more resources where needed and adjusting stuff that is not working as it should.

Please stay tuned and you will see that the KYC and withdrawal requests brought up here will not be brought up in the future. That is what we are aiming for, and working towards.

Kind regards,
Alex

Edit: Misspelling
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Now that's a casino support I would like to join well said :)

 
Hi

I was wagering a bonus on Justspin. I was playing Money Train. By a mistake I hit the bonus buy and bought a feature for 800 NOK. I immediatlety knew this would be against the rules so I contacted support and asked them to cancel the feature before I played it out. They say they cannot do this and they will confiscate the bonus and my winnings. This is not fair as I informed them before playing the feature. I still haven't played it.

 
I disagree with casino here, since you let them know before you did anything. As i see two options, reset balance and wager till before you bought bonus, or just give you the loss of 800 kr and cancel the bonus feature in money train. I assume both solutions are better then current? 

 
They say thay cannot cancel the feature. I would Accept the 800 loss, no problem. That is what I have suggested.

I was on quite a run when this happend so it is very frustrating, but I Guess that gives the Casino extra motivation to cancel bonus/winnings.

 
jahoo said:
Hi

I was wagering a bonus on Justspin. I was playing Money Train. By a mistake I hit the bonus buy and bought a feature for 800 NOK. I immediatlety knew this would be against the rules so I contacted support and asked them to cancel the feature before I played it out. They say they cannot do this and they will confiscate the bonus and my winnings. This is not fair as I informed them before playing the feature. I still haven't played it.
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Hi @jahoo

I just answered your PM.

Support did not say that they will confiscate the bonus and the winnings, they said that they might be confiscated. This issue is being investigated with the game provider to see if they can cancel it, and if they cannot cancel it then casino management will take a desicion. Since you brought this up with us almost directly, we do not consider it being bonus abuse and everything should be fine. 

Kind regards,
Alex

 
Nordog said:
I disagree with casino here, since you let them know before you did anything. As i see two options, reset balance and wager till before you bought bonus, or just give you the loss of 800 kr and cancel the bonus feature in money train. I assume both solutions are better then current? 
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Hi @Nordog

Thanks for your feedback.

I have let Customer Support know that they handled this wrongly, since @jahoo got the impression that we would cancel the bonus and confiscate the winnings after having a chat with an agent. The case is being investigated with the game provider as we speak.

Kind regards,
Alex

 
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