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Justspin - Help thread

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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.

Edited by evene123
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45 minutes ago, 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.

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

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Hi Any chance for Lil Devil release in the near future?

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

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1 hour ago, loco187 said:

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

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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2 hours ago, loco187 said:

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

Hi there @loco187

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

Kind regards,
Alex

1 hour ago, 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"

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

Edited by Alex_Justspin

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45 minutes ago, 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

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

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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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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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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.

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47 minutes ago, 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.

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

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Appreciated, tnx

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29 minutes ago, 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? 

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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Hey, is it normal (everybody) pays a $1.99 fee on every deposit? Even skrill has a fee! 21.com charges this too

Even on 10NZD!

Deposit breakdown

Initial deposit amount:$ 50.00

Justspin service fee:$ 1.99

Total deposit:$ 51.99

Edited by mosmagic

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Thats great, people sometimes do mistakes and this guy let you know asap. If he tried to hide it id understand, but he was open. Happy to hear you guys will try to fix it the best way possible:) 

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2 hours ago, mosmagic said:

Hey, is it normal (everybody) pays a $1.99 fee on every deposit? Even skrill has a fee! 21.com charges this too

Even on 10NZD!

Deposit breakdown

Initial deposit amount:$ 50.00

Justspin service fee:$ 1.99

Total deposit:$ 51.99

Hi @mosmagic

Thank you for contacting me.

The deposit fee of $1.99 / €1.99 / 19 NOK is related to operating costs and it is active for everyone. We will look into if we will adjust this moving forward, but for now it is there for all markets and payment providers.

Kind regards,
Alex

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3 hours ago, Alex_Justspin said:

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

Great service by Alex. He sorted this out and I didnt loose a penny.

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Thats how it should be ❤️ 

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Why don't any of your Play'n Go have RTP stated in there help file?

What is the RTP on Play'n Go games? 

@Alex_Justspin

Edited by spiker1977

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if the max bet is 5 € code the game to close if betted over or code the bet anything over 5 to not count. The only reason for a max bet to count as term break is to void the winnings. If max bet on wagger causes terms break becuase they can wagger in an unfair way! Then why don't you just state and code any bet over 5 max bet on wagger doesn't count towards wagering , is it unfair to say the only reason casinos don't do this is to void winnings otherwise why not 

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On 23/11/2019 at 12:07, spiker1977 said:

Why don't any of your Play'n Go have RTP stated in there help file?

What is the RTP on Play'n Go games? 

@Alex_Justspin

Hi @spiker1977

Thank you for contacting me.

We're using the highest RTP version of all Play'N GO games. Help file is provided from their end so it's unfortunately out of our hands. 

We also provide the highest RTP versions of all other slots on Justspin.

Kind regards,
Alex

On 23/11/2019 at 14:55, Xxxxwildingxxxx said:

if the max bet is 5 € code the game to close if betted over or code the bet anything over 5 to not count. The only reason for a max bet to count as term break is to void the winnings. If max bet on wagger causes terms break becuase they can wagger in an unfair way! Then why don't you just state and code any bet over 5 max bet on wagger doesn't count towards wagering , is it unfair to say the only reason casinos don't do this is to void winnings otherwise why not 

Hi again @Xxxxwildingxxxx

Our max bet when wagering a bonus is €3 / 30 NOK and this is a safety rule to prevent bonus abusing. It is not always enforced with customers that have a fair gameplay since it is not a rule to ruin the fun, but rather to protect ourselves from scammers.

Kind regards,
Alex

Edited by Alex_Justspin

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2 hours ago, Alex_Justspin said:

Hi @spiker1977

Thank you for contacting me.

We're using the highest RTP version of all Play'N GO games. Help file is provided from their end so it's unfortunately out of our hands. 

We also provide the highest RTP versions of all other slots on Justspin.

Kind regards,
Alex

Hi again @Xxxxwildingxxxx

Our max bet when wagering a bonus is €3 / 30 NOK and this is a safety rule to prevent bonus abusing. It is not always enforced with customers that have a fair gameplay since it is not a rule to ruin the fun, but rather to protect ourselves from scammers.

Kind regards,
Alex

My point is on some casino! a simple bet over the max is not abuse like you said! So I used the word timing some casino use terms in the perfect time to say that you broke terms, example broke terms from doing  bet over the max, but how much effort is it to put Code or what ever it's call to not allow the bet  to go through. or to allow the bet but for it not to count. And the fairest way of all Is to  calculate all the bets that went over max bet and add the amount back to waggwr. Can I ask why don't you do an auto block then I can understand why other casino don't do it. Or put a block on the bet for wagger but allow the bet. if it's a safe guard rule for all casinos how do casino allow a void winnings when only sometimes bet is over  max bet like a couple of time if it's for abuse that should be in terms to prevent any casino using it in there timings example the player had a couple of bets over max wagger and had is winnings void.the terms only mean what you put in them otherwise it can be used in the perfect timing of the casino and I don't see on some casino that it to prevent abuse as it's not it's to prevent winnings imo 

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If you don't put a block on bet over max bet or to allow the bet over wagger max but for it not to count the only reason you don't have these blocks so you can void winnings otherwise a good explanation to why you don't have these blocks.bwcuase my calculations if you had these blocks you wouldn't be able to void winnings thes the answer 

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If you want to protect yourself from scammers this block is perfect so I don't buy that! A block stops unfair winnings being voided and stops abuse on wagger a good tool so when I first brought this up the other day your reply said it's for abuse the terms if this tool works my question is why don't you use it . I know why not for you just in general it's because they want the possibility of voided winnings and if the block was on that possibility is gone anyway I respect your opinion to a degree

It's not directed at you are it's just talking about term rules in general mate

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