JustSpin Casino - Загубите от хазарт на играча трябва да бъдат възстановени.

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 [email protected]
• 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 [email protected]

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.

Hello Tomas,

Thank you for your message. Here is the requested information and a detailed timeline regarding my complaint against JustSpin Casino:

**Registration and Deposits**

I registered at JustSpin Casino in **May 2023** [1, 2]. During that month, I made several deposits, and my total losses on the platform amount to **EUR 1,475** [3-5].

**Specific Communication Regarding Gambling Issues**

To address your point about direct communication, I want to highlight a specific interaction with support agent Sini on **May 26, 2023** [6, 7]. My account was initially blocked for deposits because the casino noted I was unsatisfied and had **explicitly asked how to block my account** [7, 8]. However, despite this clear inquiry about account closure, the agent decided to **unblock the account** and allow deposits again just 39 minutes later [9, 10]. This occurred even though the agent simultaneously provided links to their Responsible Gambling (RG) page and instructions on how to use "Cool Off" tools [10].

**Timeline of Events**

* **2018:** I **self-excluded** from Nitro Casino, which shares the same licensee as JustSpin [3].

* **May 25, 2023:** I registered at JustSpin and communicated with agent Sini regarding bonuses and a EUR 1,000 withdrawal [11, 12].

* **May 26, 2023:** My account was blocked after I asked for the steps to close it, but it was **immediately unblocked** by the casino to allow further gambling [7, 10].

* **June 21, 2023:** Club Manager Joonas sent a direct apology for the **"multiple offer send outs"** I had been receiving and added a bonus to my account as an apology for the inconvenience [13].

* **August 8, 2023:** I was still receiving marketing materials, such as "Happy Hour" promotions, and communicating with the casino about them [14, 15].

* **January 15, 2025:** I sent a formal complaint and refund request.

Evidence of Systemic Failure

Since registering, I have been bombarded with marketing material and have received over 240 emails from the casino (Note: I am providing this specific number from my own records outside of the provided documents). This aggressive marketing continued despite the casino's own staff admitting in June 2023 that I was receiving an unintended and excessive amount of messages [13].

Furthermore, I have already provided you with documentation containing my full personal identification number [16, 18]. This is the same identification information the operator received and used to verify my identity, and it should have triggered an immediate block at the moment of registration due to my prior self-exclusion under the same license [18, 19].

I hope this timeline and the specific evidence of the casino unblocking my account after I asked for closure help clarify their failure to protect a vulnerable player.

Best regards,

?

Thanks for the detailed timeline provided.

Please forward your self-exclusion confirmation to my email at [email protected]

If you have the self-exclusion request from 2018 saved, forward it to me as well.

If you have the registration confirmation email from Justspin casino, please forward it as well.

Looking forward to your reply.

Hi, I have sent you two emails.

Hej, jag har skickat dig två mail.

Thanks for your reply.

I went over the communication you shared recently and previously.

After careful review of the information presented, we are unable to conclude that the casino should have protected you.

The mass email you shared earlier, dated 30/1/2021, can't be considered effective or conclusive evidence that self-exclusion was acknowledged or acted upon. No evidence of self-exclusion from 2018 was found.

Please let me know if there is anything else for us to review.

Looking forward to your reply.

That I played actively for 24 hours a day and made deposits in a controlled manner. That should trigger some form of protection.

Att jag spelat aktivt under 24 timmar av dygnet liksom och kontrollerat gjort insättningar. Det borde ju trigga någon form av skydd.

Thanks for sharing your point of view.

We don't consider these responsible gambling features as mandatory, and from our point of view, they can't be used as a basis to ask the casino for funds that were lost on gambling.

I am genuinely sorry about the situation you are facing. The requirements for our assistance with a refund weren't met, which means the complaint will now be closed. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.