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Account blocked and no response


4 years ago
On Tuesday 6th of July I made 2 deposits on red spins. I have made 5-6 deposits on this site in the past and have made 1 cash out also. After depleting my cash balance, I continued to use the bonus money I had won from free spins from a previous bonus offer. Immediately after my cash funds were gone, my account was instantly blocked. Leaving £66 in bonus funds on my account. I was asked to verify my identity. I sent in my drivers license, a bank statement and the front and back side of my deposit method. 24 hours later When trying to access games, I had a pop up message that wanted me to provide a source of income evidence. As I am unemployed and care for my son full time and currently studying, I have had to send in 3 months of bank statements, each showing a payment made to me for my receipt of the benefits I recieve. I did not want to have to share this very sensitive information with an online casino. 5 days have passed and I have heard nothing. I have received no emails updating me on this issue nor have i received a reply to 2 emails I have sent in regards to my account. The bonus funds in my account are due to expire, and I feel red spins and delaying the verification of my source of funds proof on purpose. I would like to know when my account will be verified and when I will be able to use the bonus money that is locked into my account.

Discussion

User name

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

User name loyalty-level-2
Update-

Red spins casino have been In touch and apologised for the delay in verifying my documents. They have now reopened my account and I can continue to play here. They have placed deposit limit on my account in accordance with my monthly income. This is fair and just. The complaint case can now be closed.

Thank you
User name loyalty-level-2
Update - still no response from red spins casino. Another email sent and documents uploaded again on Tuesday this time with a letter from the governing authority to clarify my income. All emails sent have been saved to show my efforts in contacting the casino to ask for updates on when my account will unblocked and if my documents were revived. Bonus funds that are locked in are due to expire. Customer service totally obsolete.

Red Spins Casino Complaint Stats

Resolved 2 / 2
Avg. Amount $227
Avg. Complaint Duration 4 days
Avg. Response Time 2 days

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