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Spin and Win Casino - Delayed payment for "game provider checks"

Complaint Info
Disputed casino Spin and Win Casino
Reason Delayed payment
Amount £ 1000
pestyped United Kingdom Message
Posted on August 12, 2016

I was having issues with a delayed payment from Spin and Win and after a google search found the same complaint listed (and still open) here.

I requested a withdrawal of £1,000 on 13th July and despite no communication from Spin and Win, no apologies for the delay or explanation I am still waiting. Upon asking on live chat they told me about these "routine game provider checks" which apparently can delay payment indefinitely.

This is ridiculous. They have also now asked for documentation, but this is not to resolve the issue. I have informed them that when they email me to tell me that the game provider checks are complete I will forward the requested documents.

I expect if checks cannot be completed in a reasonable time frame then they should process the payment within 5 days.

Posted on August 12, 2016

Dear Peter,

Greeting from Spin and Win.

We have emailed you on 10th August 2016 in relation to your withdrawal status and no documentation will be required on your behalf for processing.

As such, we will kindly request you to refer to the content sent to you and contact our friendly Support Desk agents who will be more than happy to provide you further information.


pestyped United Kingdom Message
Posted on August 13, 2016

I strongly disagree with your stance on this:

"9.10 We reserve the right, at our sole discretion, to offer and advertise from time to time promotions, bonuses or other special offers and each such offer will be subject to specific terms and conditions which will be valid for a limited period of time. In connection with the specific terms of the above promotions, bonus and special offers, we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. In addition, we reserve the right to withhold or otherwise decline or reverse any pay-out or winning amount or amend any policy in the event that we suspect that you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing game or a new game."

Terms such as these are the bain of the life of anyone who wins at a casino. Players should be able to know that they can win AND receive their winnings, not just enjoy the feeling of a win but never get the cash because casinos simply decide that they won't pay out. Suffice to say I should have been more wary of a casino that won't pay out more than £3,000 to a player in a monthly period.

regardless, having accepted this poor decision I note that you said in your email you would return my £1,100 deposits, but in fact you have only returned £100, and so I am £1,000 short over and above the winnings you stole.

Posted on August 15, 2016

Hi Pestyped23,

We have received confirmation that your withdrawal of £1,000 has been processed already.

It should be on its way, please give it till the end of the week for the funds to show in your bank account.

We also respect your stance on the term 9.10 mentioned above but would simply like to highlight that all the terms stated on the site were accepted by yourself upon sign up and are applicable.

For further details, you can contact the support team which is available 24/7 for your convenience.

Thank you.

pestyped United Kingdom Message
Posted on August 19, 2016

£1000 is now cleared to bank. Complaint is not resolved as casino have simply referred to a vague term that allows them to unilaterally decide not to pay out winnings.

I would highly recommend avoiding this casino.

Posted on August 19, 2016

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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