Terrible communication , declined $17,019 payment and closed account

Hello I made on Thursday two withdrawals first one £1200 and second was £300 I got straight away the second withdrawal but I didn't get first one I been texting asking support for help they said you will get money in 72 hours and yesterday nyspin casino blocked my account but didn't send me my money that I withdrawal,and I try send them mail to ask that about my withdrawal but no body answer me anymore,can you help me get my money back

Hi there I won a small amount on NYSpins a casino I’ve been with for a number of years. I requested a withdrawal and got a payment receipt “took a screen shot” however the status of the withdrawal remained as pending approval. So I checked see real times with customer service if there was any issue was told there wasn’t although a temporary deposit block had been put onto my account. When I enquired about this I was told it’s only temporary until the relevant department has approved my withdrawal and not to worry. The next day I went to log in to check my withdrawal status and was met with a pop up saying my account has been excluded from their casinos. No email as to why or any form of correspondence. I’ve reached out using their customer service information email but no reply.

Sincerely
Craig surton

Dear Reader,

I registered with NYS on 22nd of April 2025. I had uploaded at the time a form of an ID (passport) and proof of address and I had ben playing ever since without any additional verification requests.

On 22th of June 2025, I made a withdrawal of £5006.08 ; the withdrawal requests don't generate emails to your email address and as they promise to pay within 48 hrs, I became suspicious and between 48 hrs & 72hrs from making the original withdrawal request, I went to NYS helpdesk to enquire about the delay and they simply said it will be paid out 'soon'...

The next day, I got a lengthy email from someone Jackie from the 'Duty of Care' team, asking a lot of details to verify, which i sent over the same day....then there were back and forth communications asking for more, every time i replied and I always replied within the same date! Sometimes, there was pause from them for 3 days, depsite asking for updates.

I provided all my income evidence from all my bank accounts for the time intervals they had requested and even from my Ltd company's dividends...and again and again, they are finding excuses to delay by asking more detailed questions on something i already provided and is clearly seen within the original documents, when these are the official documents handed over to HMRC, etc......I have been a member to a lot of online companies since 2012 and the only other online casino that delayed me unnecessarily as well in the past was the All British casino, asking continuously the for the dame info, in different formats and/or for that info to come from the original owners' email accounts.

NYS even asked me for the winnings of another 3 online casinos and to be CC'd as well. I did so and contacted them all! ...they all provided the info...but for two of them, they are now saying they are not in the format they wanted to see the figures as, etc (you can imagine how many emails back and forth ONLY this request has generated)....we can all find excuses to delay things, but these are totally ridiculous requests made and are continually, with no end in sight and by no means of a guaranteed outcome, when all this info is seen and was coming to them from their own original emails, via a number of generated reports from all the other casinos, I mean!!!

I've been very patient and collaborative with NSP, waiting for almost 2 weeks now and responding every day or whenever they have asked me to provide further info to them...but this is becoming beyond ridiculous and it is an abuse of all patience, to be frank...Iam busy with my work and the admin this has generated to me is around 10-12 hours so far (minimum!)

It is very unfortunate that some small to medium size operators are asking for these 'verifications' after a decent size withdrawal and NOT DURING THE DEPOSITS. Last year (July 2024), the Gambling Commission published the Lessons learned, one of them being very relevant here: << a request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier>> . Obviously, NYS, have not learned this lesson that is published across the Industry and are clearly abusing this point....

As of now (4th of July 2025), the withdrawal request is still pending and Iam sure whatever info I provided to them from the latest request that came in around an hour ago (1400 UK time), they will ask for another bullet point list...the wait is endless and it is not fair on us players !!!

I set up an account and had to send id straight away to verify...did this and all accepted.

Friday tried to withdraw £500 winnings...today still not received and told I need to send id and address proof. Have now done this 3 times. Gets accepted on their site then rejected by email. They send generic emails..can't access live chat. There is no more id I can send. It's been sent how they want.

Would like my withdrawal sent now

Hi, it seems many other people have been through the same problem in which I am currently going through They just keep asking for more and more documents, now wanting an impossible document.

I withdrew £520 from nyspins and have sent and they have accepted these current documents

- proof of ID
- proof of address
- proof of payment method (skrill) which has my name, email and address on and skrill ID number)
- selfie with my accepted ID

The above documents have been sent and accepted yet now they asked for all transactions on my skrill for the last 3 months in PDF form. In which I sent and they rejected it saying it has to have my name on, but the transaction history on skrill only inputs your email and skrill ID on. I rang skrill to have a transaction history with my name added but they said the way I got the history is the only way they provide histories (you will find attached my skrill transactions and attached an email from skrill in telling me how to get the pdf format of transactions).

These are just stalling tactics in my eyes. I’ve not even deposited much money on a couple hundred to warrant a check. No other casino site I have ever had this problem. All my accounts are accepted with the documents straight away.

Another problem is they ask for one thing at a time, I would like them to tell
Me everything they need from me at once because they take 24 hours to reply to one email and it’s just not quick enough!

This casino has the most bad reviews I have seen from any uk casino

I would also like to add on the 7th may 2019 the UKGC made it compulsory that all Age and identification checks are done BEFORE a customer gambles on a site. I can confirm I was able to deposit and gamble before any checks were done. Although I am old enough, and my ID is correct it shows this company are willing to go against the license when it suits them.

They are slow and replies and I want my winnings processed ASAP!

Thanks

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!!!

Hi,

I wonder if you can help me with regards to my withdrawal. I have requested a withdrawal of £39 last 3rd of February but still has not received the said payment until now. I have communicated this issue with NYSpins thru chat and they said thaf they will update me about this but have not received any message from them since.