JustSpin Casino - プレイヤーの退出は拒否されました。

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