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My account at JustSpin Casino (MGA license: MGA/B2C/203/2011) had a withdrawal of €2,400, of which €2,370 was denied due to alleged VPN/IP usage. I have not used any VPN, proxy, or similar service.

I sent emails to the casino with supporting evidence. Despite this, the casino did not respond to any of my messages, nor did they reply to the complaint filed on AskGamblers, which is now marked unresolved.

https://www.askgamblers.com/casino-complaints/justspin-casino-lost-my-withdraw

Attached is the PDF JustSpin_Withdrawal_Claim_Evidence.pdf, containing all supporting screenshots, exactly the same as submitted to the MGA. The screenshots are included in the following order:

Casino email denying withdrawal screenshot

IP block & Reputation/Risk screenshot

IP block session log screenshot

My router WAN IP screenshot

IP lookup / Elisa residential connection screenshot

I have also submitted a complaint to the MGA regarding this issue.

I am available to provide any further information or additional files if required.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do you currently have access to your casino account, please?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did you pass the verification?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

-Yes, I currently have access to my casino account.

-I was playing slot games.

-Yes, I have passed the verification process.

-The winnings were accumulated from a depositbonus, and all wagering requirements were fully completed before the withdrawal request.

After completing the wagering requirements, the balance became withdrawable and I requested a withdrawal.

Best regards,

Hippa

Thank you very much for your reply, Hippa. Could you please forward me confirmation from MGA that they have received your complaint? When exactly did you submit it, please?

Hi,

I received a response yesterday from the Malta Gaming Authority (Ticket Reference: QXV-PSDQB-185), confirming that my case has been reviewed and classified as a contractual/transactional matter.

MGA instructed me to proceed via ADR (eCOGRA), where I have now submitted my complaint and the process is ongoing.

I am a bit unsure about how attachments are handled on the Casino Guru site. Would you like me to forward the full MGA email directly to your address, or should I attach a screenshot here? Please advise the preferred method and any subject line you would like me to use if emailing.

Please forward all relevant correspondence between you and the MGA and eCOGRA to kristina.s@casino.guru. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello,

I have now forwarded the requested correspondence, including MGA and eCOGRA communications.

The case is currently also being reviewed by eCOGRA.

As the case is now officially under review by the regulator, I will close this complaint in line with our standard procedure with the status: Waiting for decision of regulator

This does not mean your complaint is dismissed. The final outcome now depends on the regulator’s decision.

Once the ADR provides you with any official response or conclusion, please forward it to: kristina.s@casino.guru

We will review the update and reopen the complaint if appropriate.

Kind regards,

Kristina

Dear Hippa,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Kristina,

Thank you for following up.

There have been no new developments or final decision. eCOGRA acknowledged receipt of my complaint on 13 April 2026, but I have not received any further update from them since then.

As approximately three months have now passed, do you think it would be appropriate for me to contact eCOGRA and request a status update, or would you recommend waiting a little longer?

I will update the complaint and send you any official decision or statement as soon as I receive one.

Kind regards,

Hippa

Dear Kristina,

I have now received a preliminary report from eCOGRA in favour of the operator. However, the matter has not yet been finally determined, and I was given seven days to submit contrary evidence.

I have submitted my response within the deadline. My additional evidence shows that the same Elisa residential IP address is still directly assigned to my router and has been in continuous use since before the disputed withdrawal. I also submitted results showing that different IP information services classify the same address differently.

I do not know whether this evidence will change the outcome, but I have now provided everything available to support my statement that I did not use a VPN or proxy.

I have also sent the preliminary report and my full response to Kristina privately for review. I will update the complaint again when eCOGRA responds.

Kind regards,

Hippa

Dear Kristina,

I would like to add a brief public update regarding the additional IP evidence I have submitted to eCOGRA.

I checked the same residential Elisa IP address using three separate IP intelligence services, with materially different results:

- IPQualityScore: VPN True and Proxy True, but Active VPN False, Active Tor False, Recent Abuse False and Bot Activity False.

- IP2Proxy: No VPN or Proxy Detected, Fraud Score 0.

- IPHub: Good IP (residential or business).

These findings demonstrate that automated VPN/proxy detection services can reach very different conclusions about exactly the same residential IP address.

I have submitted the original screenshots and a detailed explanation to eCOGRA and have also sent the information to Kristina privately for review.

I do not yet know whether this additional evidence will affect the ADR outcome. However, I do not believe that a player’s funds should be withheld solely on the basis of one automated IP classification without corroborating technical evidence showing that the player actually used a VPN or proxy.

I also hope this public update may be useful to other players facing a similar allegation. It may be worth checking the same IP address through several services, such as IPQualityScore, IP2Proxy and IPHub, and preserving screenshots showing the router’s WAN IP, connection time, externally visible public IP, and the date and time.

Many players may not be aware that different detection services can classify exactly the same residential IP address in completely different ways.

I will provide another update when eCOGRA responds.

Kind regards,

Hippa

Hello Hippa,

I hope you are doing well. Thank you for getting back to us and for the updates. Please get back to me as soon as you have any news from eCOGRA. Looking forward to hearing from you!

Following my previous update, I submitted a false-positive report to IPQualityScore and contacted their support team.

IPQualityScore later informed me that they had made adjustments and updated the status of the same residential IP address.

Before the adjustment, the result showed VPN: True, Proxy: True and Fraud Score: 68. After the adjustment, the result for exactly the same IP address changed to VPN: False, Proxy: False and Fraud Score: 0.

IPQualityScore support also explained that the IP address is now considered clean within their system. According to their explanation, activity associated with other users in the past had affected the reputation of the IP address. They expressly stated that this did not mean that I had done anything wrong.

In my opinion, this is useful information for other players as well. It shows that an automated VPN or proxy classification is not necessarily fixed or conclusive. The classification of exactly the same IP address can change after a false-positive report, even though the IP address and connection details remain unchanged.

This is another reason why an automated IP reputation flag should not, on its own, be treated as proof that a particular player actually used a VPN.

I have submitted the complete before-and-after results and the written correspondence with IPQualityScore support privately to eCOGRA and Kristina.

I do not yet know whether this new evidence will affect the final ADR outcome. I will provide another update when eCOGRA responds.

Hippa, as this matter is still actively being examined, we have decided to categorize the complaint as "Waiting for decision of regulator" again.

Please feel free to reach out to us once a decision has been rendered, and we will ensure that this case is updated accordingly.

We genuinely appreciate your understanding in this matter, and I wish you all the best.

Warm regards,

Kristina