JustSpin Casino - Spillernes tab på spil skal refunderes.

I hereby report that Justspin has allowed me to gamble and lose EUR 1,475, even though I have been self-excluded from their services since 2018.

Justspin and Nitro Casino share the same licensee, which means that my self-exclusion would have been valid and binding for all brands under the license. The fact that I was still able to register and play shows that the operator has not complied with its regulatory obligations regarding:

• correct handling of self-shutdowns

• prevention of gambling by risky gamblers

• the obligation to have functioning systems for blocking self-excluded individuals

All gaming transactions have therefore taken place in violation of applicable regulations and should never have been possible.

I demand a full refund of EUR 1,475, corresponding to the losses incurred during the period when I was illegally allowed to play.

I expect a prompt response and refund.

Jag vill härmed anmäla att Justspin har tillåtit mig att spela och förlora 1 475 EUR, trots att jag har varit självexkluderad från deras tjänster sedan 2018.

Justspin och Nitro Casino delar samma licenshavare, vilket innebär att min självavstängning skulle ha varit giltig och bindande för samtliga varumärken under licensen. Att jag ändå kunnat registrera mig och spela visar att operatören inte har följt sina regulatoriska skyldigheter avseende:

• korrekt hantering av självavstängningar

• förebyggande av spelande av riskspelare

• skyldigheten att ha fungerande system för att blockera självavstängda individer

Samtliga speltransaktioner har därmed skett i strid med gällande regelverk och borde aldrig ha varit möjliga.

Jag kräver full återbetalning av 1 475 EUR, motsvarande de förluster som uppstått under perioden då jag olovligen tilläts spela.

Jag förväntar mig ett skyndsamt svar och återbetalning.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JustSpin Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Alternatively, share any evidence that would let us conclude the casino should have protected you from playing.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings JustSpin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Great. I’ve sent you an email.

Thanks for sharing the information with me.

Could you please specify when you registered at JustSpin Casino?

Could you please clarify when you made deposits to the casino and when exactly your account was blocked?

Looking forward to your reply.

Hello Tomas!

I’ve sent you an email.

BR

Henry

Thanks for your patience.

I went over the evidence.

Sadly, mass emails don't constitute valid evidence of informing the casino of gambling issues.

Please let me know whether there is any particular communication between you and the casino about the issue.

Kindly provide a detailed timeline of events in response to my previous questions.

Provide any other evidence pointing to the casino not protecting you in the past that is available to you.

I apologize for the inconvenience.