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Jetspins – Winnings void due to nationality


Resolved - Some confusion regarding the rules relating to a player's ID has been resolve and the player confirms they've received their payment from Jetspins.

Player's Complaint

To whom it may concern,

I'm sorry to contact you but, I have tried to find resolve with the casino, to no avail.

On Tuesday 27th March 2018, I registered and made two small deposits on Jet Spin (www.jetspin.com - Curacao license number 131879). I registered with them as they are operated by Direx N.V. whom I am a regular satisfied customer of, so thought I would give this website of theirs a try.

I lost the first deposit and welcome bonus, but successfully wagered the second deposit and bonus so requested a withdrawal of 200 euros. As expected, I received an email shortly after requesting verification documents. I sent them a copy of my passport, screenshot of deposit / online banking and most recent mobile telephone bill showing my Dutch address.

However, they replied with a badly written email saying my winnings had been removed as I was playing from a restricted jurisdiction - the UK. I am not a citizen nor resident of the UK and nor have I been for 12 years. I am indeed British but reside in The Netherlands and have Netherlands ID which I have provided - The Netherlands is not mentioned as a banned jurisdiction in their terms and conditions and is clearly accepted. They also do not clearly state that it is the British nationality that is forbidden; they simply saying ''Players from....'' after mentioning their terms about where you are accessing their website from.

I sent them 2 emails to explain that I am not playing from the UK. To speed things up, I went to their live chat and was greeted by somebody who was obviously expecting me. I tried to explain that I do not "reside in the UK" but they claimed that having a UK passport was good enough reason to confiscate my winnings. I have never heard of a nationality being rejected. I understand this can happen when the jurisdiction / location of the IP address you are playing from is prohibited, but this is not the case in this instance.

I regularly play at other casinos operated by Direx; namely Play Amo, Red Ping Win, Gunsbet etc. They have the exact same terms and conditions (word for word), yet I have been successfully verified and made several successful withdrawals. Sorry to repeat, but this is because I am playing from an accepted and allowed jurisdiction and have sent the documents to prove this.

I kindly request that they release my 200 euro withdrawal.

I can provide all chat transcripts, other email correspondence, proof of my address (most recent mobile bill dated March 2018) and a screenshot of the online terms and conditions I am referring to / in compliance with. By confiscating my winnings, they are breaching their terms and conditions. How can a casino discriminate against a nationality - I am an experience online gamer so for me this is unheard of.

I would like to thank you in advance for your time in helping me to resolve this misunderstanding.

Kind regards,


Registered email address: [EDIT]

Read the casino review

6 Responses

Mar 28, 2018

Hi gemmatwitch - welcome to ThePOGG.com!

Assuming that everything is as you describe, we have seen similar issues before and this shouldn't be overly problematic to resolve.

I'll contact the operator and see what we can find out for you.



Mar 28, 2018

Many many thanks!

I have just forwarded all supporting documentation to your [email protected] email address.

Mar 30, 2018

I have received a reply from Jet Spin who have now released my funds. I'm waiting for hit my bank account but hopefully this is the end of it.

Thank you so much for your mediation and quick response. :-)

Apr 02, 2018

Hi gemmatwitch,

Not a problem at all - I'll hold this complaint open until you've received your funds so would appreciate it if you could confirm when they hit your bank!



Apr 03, 2018

Funds have reached my account.

Many many thanks for your mediation!

Apr 04, 2018

Hi gemmatwitch,

Thanks for confirming you've received your payment. It is appreciated!!


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The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.


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