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NYSpins Casino - Withdrawals held for over a week now

RESOLVED
Complaint Info
Disputed casino NYSpins Casino
Reason Delayed payment
Amount £ 90
james101981 United Kingdom
Posted on July 27, 2021

I have been using NYspins for a short period and enjoyed the site at first. Withdrawals were fast and pay outs were reasonable. Unfortunately though after playing for a month or so i was asked to reverify my account after sending all necessary documents much earlier. Now though i am being told of the several issues with my docs, such as blurred images and a problem with my proof of funds. I have sent all relevant docs at least three times on separate occasions and every time they find a new problem. Honestly for the meagre £90 i am owed its getting ridiculous and a huge waste of my time. I contact support daily to find out what doc i need to re-upload and im just going in circles. One support agent tells me everything is fine and all i need to do is wait and another will tell me that more docs are required. Honestly i feel, angry, disapointed, frustrated... and if i ever get the money i am owed i will DEFINITELY NOT be using this site again out of principal. It seems poor practice to hold money that is owed to a customer. I feel taking these measures to make a deposit is somewhat reasonable but to hold funds after a withdrawal request is extremely poor customer service. They are happy to take your money but not to pay what is owed after the initial deposit is accepted by the site. This is clearly a backwards practice and i am sure that i am not the only unhappy customer. My business will be leaving NYspins and all affiliated sites. VERY UNHAPPY CUSTOMER!!!

Posted on July 29, 2021

Dear JAMES101981,
We're sorry to hear you have not been happy with your experience. Although some withdrawals had been processed, there are certain thresholds a player may reach where we are to request additional documents as per our licensing obligations.

Again we are obliged by our licensors to hold any transaction until docs are submitted and deemed acceptable.

We're pleased to note that you have now received your pending withdrawal, and again apologies for the delay.

AskGamblers
Posted on July 29, 2021

Dear @james101981,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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