[SOLVED] Justspin complain.

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copyyzz

copyyzz

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Hello people from casinogrounds forum I just want to say that Justspin is honestly a depressing casino.
First I registered there almost 2 months ago to wait whole month to get my documents verified.
Today I made a deposit and claimed their 100% deposit bonus + 500 free spins.After that I went to play free spins on Super joker, 10 of them to be exact and I was just clicking fast and when free spins were done I didnt even realize the bet was set on 5eur, I spin it on accident and won 150euros.Immediatly reported to support because it was on accident and it was only one bet and they said I should be fine.

3hours later I contact support again and they say that payment team is gonna contact me, meanwhile I realize that I found out about justspin via casinogrounds or some twitch streamer so at the end my affiliate a is CG/slotspinner as support told me when I asked, and as far as I know and what people told me on stream when you register through their links max bet is set on 5e so I shouldnt have any problems.


Meanwhile the support answered me that they don't basically care and that they run casino and not streamers, and that their only bonus terms apply.

Now last attempt contacting support I got an answer that my winnings will be voided, btw didnt get any email from them just that answer on live support cuz menagment team decided to do so, 222e to be exact.
Here are the pictures of chat, and that I legit made bet on accident 1sec after the free spins were done, after which I contacted support and they basically told me that everything should be fine and that I should finish my wagering.

 

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Not sure why you couldnt see bet picture but here it is.

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If needed I can upload pictures with full chats, just dont want to share some private information.

 
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Here is the chat with first support, I contacted them right after I made mistake and they said everything should be alright, one agents says one thing, one says other.

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Thats actually insane, if they void for a mistake like that. Give an update, cause im never playing on  a casino, with support like that.

 
Deposit - FEE

Withdrawel -  FEE

mind withdrawel 50€

bad support team

I'd rather play on curacao license casino atleast i won't be  surprised when they scam me.

 
For me the most important question is, if you were allowed to do that 5€ max bet with Slotspinner‘s affiliate link or not.
 

I don’t want to say I am on Justspin‘s side but if the majority of the balance you tried to withdraw (about 68%) was because of a spin you weren’t allowed to do, I can actually understand why they are doing what they did.

Let‘s say you weren’t allowed to do that 5€ bet, there is another important question for me: After winning those 150€, did your balance ever go below 150€? Because then you were supposed to have 0€ balance if you didn’t break the terms.

If you never went below 150€ balance after that spin you should still only get that one spin voided and not your whole balance. So in that case you should still get like 75€ at least, better than nothing!

However, if @Slotspinnerwas promised that his players are allowed to bet up to 5€/spin you should obviously get all your winnings and if that‘s the case I hope Moritz can sort it out for you.

Anyway, I am hoping for the best, I’d be happy for you to get your 222€, fingers crossed!🤞 
 

 
@NelanI don't remember honestly did I go below 150 or not I finished wagering with with low betting cuz that's how I would play usually. You have to be super lucky anyway to do accidental spin and win 150e lol especially on game like super joker got two of them if not mistaken xd. Anyway I hope it gets sort out thanks. 

 
I think it is time Casinogrounds need to look at whether or not to promote this casino. I've never seen one with so many complaints. 

 
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I didnt find any ad on slotspinners twitch page, but jamjarboy has this ad:

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It would be weird if slotspinner/CG doesnt have the same terms, if the casino confirmed you used his link.

 
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Hi everyone, and happy holidays! 

I hope you have had a great Christmas.

@copyyzz - Our T&Cs are there mainly to protect us from bonus abusers, not so we can void winnings whenever someone makes a bet over the limit by mistake.

In your case, you contacted support instantly after having made the bet, and you are also registered through Casinogrounds which means that you are allowed to bet up to €5 when wagering. Your withdrawal of €222 was approved just now.

Regarding support answering that it is not allowed to bet €5 even if you are registering from Casinogrounds - I have brought this up with the support management so that all agents are aware that it is indeed allowed for you guys.

Please do not hesitate to send me a PM if you have any questions or concerns, and I will get back to you as soon as I can.

Kind regards,
Alex

 
@Alex_JustspinGG, thank you very much for helping our friend out.

Happy to hear that you got your money @copyyzz  :)

Also nice to know that the max bet is 5€ For those who used a CG-link, thanks for that information. 😎

 
@Alex_21com I am very glad that you have managed to sort this problem out and good on you at this occasion however reading all the story and the comments, this customer of yours should NOT have been messed around and stressed from the beginning. It seems to me that your customer support needs more training and surely they need to know the min/max bet. I cant understand how can the management who took the decision to void his balance  didnt know about it ? do they also need training ? As I said: well done to you for sorting this out but why this customer had to be messed around like this to begin with ? Do you see this fair ?

@copyyz  I am glad its all sorted and enjoy your winning and thank you for sharing this story with us.. I wonder how many more are out there like you and I dont see this fair at all. 

 
Plani Bardh said:
@Alex_21com I am very glad that you have managed to sort this problem out and good on you at this occasion however reading all the story and the comments, this customer of yours should NOT have been messed around and stressed from the beginning. It seems to me that your customer support needs more training and surely they need to know the min/max bet. I cant understand how can the management who took the decision to void his balance  didnt know about it ? do they also need training ? As I said: well done to you for sorting this out but why this customer had to be messed around like this to begin with ? Do you see this fair ?

@copyyz  I am glad its all sorted and enjoy your winning and thank you for sharing this story with us.. I wonder how many more are out there like you and I dont see this fair at all. 
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Hi @Plani Bardh

Nobody voided any winnings here, it was just one agent who mistakedly misinformed the player about the maximum bet and therefor misinformed that the winnings would be voided. This did not happen as you can see above, the withdrawal was approved.

Since we have €3 max bet for everyone except Casinogrounds players, I can understand that a mistake can happen. It was a human error. In order that no more mistakes regarding this will happen, I have informed the support management to update the agents again. 

Kind regards,
Alex

 
Plani Bardh said:
@Alex_Justspin great job from your side. Well done. 
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Thank you, all feedback here is very valuable and we are doing our very best to provide a casino experience out of the ordinary. In the start of a journey there are always minor issues that get fixed as you go, and we are doing all we can to optimize the services we offer.

Good day, and good luck in the casino to you!

Kind regards,
Alex

 
Slotspinner said:
please check next time what you claim as i dont have a justspin banner at the moment
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I registered on that site 2months ago, used some affiliate not sure whos but support said me that it's yours as you can see on screenshot or CG=casinogrounds.

 
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