HeySpin Casino - No money after 5 weeks

Dear HeySpin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Overthehill,

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you’ve experienced.

We understand how concerning this situation must be, and we want to assure you that we’re giving your case the highest priority. Our team will review all the details with urgency and coordinate closely to investigate what might have caused this delay. Once we have an update, we will reach out to you immediately.

Thank you for your patience and understanding. If you have any further questions, please don’t hesitate to reach out.

Best Regards,
HeySpin Team

Thank you for bringing this to your attention? I brought this to your attention 5 weeks ago to be fobbed off and told to wait which I done. I have been very patient on this matter. Yous already told me yous had investigated this matter with your payments team and even your bank and told my bank to go look for it numerous times, which they did and there’s no such payment ever sent to my account. The money sent to its rightful owner would solve all this. I look forward to hear the outcome on what issue has occurred surrounding this payment being sent but never reaching me

Hi Heyspins,

It’s been 3 days now and no contact from yourselves on this matter. Has there been any update on what’s happened to these funds?

Thanks

Dear HeySpin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers I had to contact them through email and they now want a confirmation email from my bank to prove I never received the funds, even though they have two different chat logs from my bank confirming I’ve never received it. They won’t investigate until I do this. So I will get them the letter they want and hopefully then receive my money

Dear @Overthehill,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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.

Hi AskGamblers,

Yes I’ve an update. Got in contact with my bank again and they are very confused as to why a company hasn’t performed a trace on a payment that was sent 7 weeks ago. I’m currently waiting on the confirmation letter coming in the post for HeySpin as they refuse to go and see what’s happened with this payment until I do so. They haven’t investigated anything so far

Heyspins I’ve sent you what you have asked for and still not had any communication. Any chance you’s can send me the money I’m owed?

Dear HeySpin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

*UPDATE*

Heyspins got in contact with me on Monday via email to tell me it is now with the reconciliation team. I am just waiting to now hear and update from them on what’s happened to my money, which hopefully won’t take long considering I’ve now waited 8 weeks. I will post the response as soon as I know

Heyspins could you explain why I got an email on Monday saying it’s been escalated to the the team and then just now got an email telling me my payment has already been approved? Seems like one person to the next doesn’t know what they’re doing and yet again I’m being fobbed off

Well Heyspins what’s the verdict on this money? I have emailed yous, but yet again I just get ignored. Yous tell me my case is priority but 5 days it’s been with the team to perform a trace on this payment and still nothing. Doesn’t take this long to put a trace on the payment. Yous owe me money but in no rush to pay it. Never seen so much messing about from a company before

What an absolute crazy update and quite worrying. So Heyspins have said my money has been successfully deposited into an account number that doesn’t even belong to me. Trying to blame me and taking no responsibility for their mistake. I have one bank account and deposited with this account, they changed my way of receiving my funds the last couple of times to open banking as they said they couldn’t send it back to my method and all of a sudden the returned money goes else where. It’s up to you Heyspins to send the money to me and maybe look into your way of payment

This will be my last update on here as I’m getting nowhere and for customers to be VERY wary of this casino. They have confirmed they have sent my money to a Mastercard (credit card) which you can’t use in the UK to gamble, and gave me an account number to this card. None of this belongs to me. The customer service is appalling and they are taking no responsibility for any of this. Be careful with this site, a lot of strange untrustworthy stuff going on.