NYSpins Casino Complaints

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.

I put in my withdrawals in September and I am still waiting for my withdrawals £50,000 in total now it’s over ten weeks and they are still asking for my documentation proof etc. I won some money in Monaco in 2019 and then exchange this money in the U.K. this year in London. I then won a large amount £140,000 on videoslots and have been gambling with that since. I only deposited just over 2k at NYSPINS and they have been dragging this out since September I have sent in all documentation in that I have used at other online casino never had an issue. Need you’re help!!

I am a german customer, I registered on casino nyspin on 25.10.2020. By that day, I made a won of 1189,75 Euro and initiated the withdrawal on the very same day.
I also directly uploaded the required documents, which have even been accepted by German authorities. There is actually no reason to not accept them for verification at all.
The next 13 days, nyspin insisted that the images are blurred and asked again for the documents. In a daily basis, about the next 13 days, I took pictures again and uploaded them again. I uploaded within the webpage itself as well as I sent them to [email protected].
From 07.11 on, nyspin didnt insist on bad quality anymore, but just stated that "it may happen sometimes that the verification process takes a little longer than expected".
Again, I asked every day for the withdrawal. In the chat, nyspin claimed that they have no information and that my anger is more than understandable.
nyspin doesnt offer a service hotline to call at all. On my daily emails, I get either no answer at all, or the message that "the process is ongoing and i should wait".


By now, from initiating the withdrawal until today are already 22 days. Waiting for already 22 days, uploading more than 50 times document, writing over 30 emails and using the chat more than 5 times, but getting only a default message "please wait, process is ongoing", I really, really feel iggnored and ripped of by casino nyspin.

I deposited around £1,400 and won just over £18,000 on 26th of October. I supplied photo of bank card, ID and a bank statement for verification. I received an email from them on 28th of October requesting access to my bank account via a credit monitoring service as well as a photo of me holding my ID. Two days later I still have had no information about the status of payments.

The issues I am facing are exactly the same as others on this forum, very slow response times and no clear communication from live chat.

I am concerned that they pose a credit risk to me because often when people are late with payment it suggests they have cashflow issues. If they were to go bust now I would be out of pocked not a small amount of money I am owed.

I have seen many complaints in regards to the issues i am facing with NY Spins. I have pending 5 withdrawls totaling £20,100 and £400 still on balance, but the casino has blocked my account so i cannot access and check on things within the account. They have of course sent through their onerous verification requests, of which two i uploaded straight away direct into their website once i requested, and have email to confirm identity and address as verfied. they have the card pics as required awaiting approval i would assume.
However they also wanted access to my bank account, not willing to do this, they are not a bank lending money, but a casino. I sent page one of the bank account, just to show it exists, and completed some other wealth questionairre.
Now to put this into context, the deposit limit set was at £3k per month (not fully used)!!! so not huge, so considering the withdrawl request it can be seen this is covered!!
The issues are blocked account, so i cant check, and no response from their security team, it is not possible to get an update at all, they have just gone quiet. I contacted chat and yes same story everyone gets, takes time, now the big boys, PP etc all require three standard docs, and no issues and done in matter of hours!!
i am sending this as i can see where this is going already, its the same complaint over and over again, and i dont wish to fall into the same trap of up to two months to resolve as many seem to suffer.
So if you can help get this resolved quickly rather than the expected weeks and i can receive my money asap, rather than months it would be appreciated.
I attached email and chat chains for info.
Finally within their terms is a phone number you can contact, mentioned several times, this is a dead number!!!!

I joined NYSpins on 18th August and was immediately required to verify my account in order to play. I provided a copy of a utility bill, passport and bank card. This was completed within a couple of days and on 22nd August I was able to deposit and wager, following an email that stated "your account is now fully verified and no further verification will be required going forward". The same day, I built up some winnings and withdrew my entire balance. I was then asked to verify my e-wallet that I had used to deposit. So far, so good. On the 23rd August, following my withdrawals I was told I now needed to provide them with face verification by taking a photo holding my ID, a copy of my e-wallet statement for three months and to complete their source of wealth questionnaire, which included providing a payslip and a bank statement. I reluctantly complied on 25th August, providing one month bank statement and three months e-wallet statement. They rejected my bank statement as I had filtered transactions to only include my salary payments. Further unfiltered documents were provided the same day. They then told me I need to prove where I held any savings to them, which I responded with please check my bank statement with the balance of my savings on show. Following this then they requested a three month bank statement, despite not requiring it up front.
The three month statement was provided on 29th August.
Now they have run out of documents to legally ask for, it has all gone quiet, yet I still do not have my withdrawals.
Please check other players complaints, this casino appears to continually employ delaying tactics for withdrawals, despite this being a breach of the UKGC LCCP.

I'm disappointed to say that I have had a similar experience to some other complaints I've found from a search regarding verification delays from this casino.

I was looking for a new casino site to become my go-to site, and I liked the look of the games that NYSpins had on offer - but it has taken them more than 14 days now to verify my account. An issue I've never had before with any other casino.

- Documents were uploaded on the website, shortly after I registered
- Documents were uploaded again after further correspondence
- Several follow-up emails sent

Templated email response sent explaining why they need to verify accounts. I'm familiar with the KYC process, but do find 2 weeks to verify quite remarkable and am now a little concerned that this website might not be legit?

As I have read several other complaints on Askgamblers, I believe I am facing the same situation.
On 15th of May I created a withdrawal request for 2000€. It was quickly removed from pending status to Waiting approval in which state it still exists.
I have deposited 14000€ during last week and successfully cashed out 3000€ and 1970€ With normal delay of 1-2 days, but now this last cashout is taking way too long to be normal. The explanation received from their live support and email support has been that the withdrawal is in queue and they can not get any other information.

I have not been asked to verify my account or any other documents. If they would ask, I would provide them instantly. And I have not received a direct contact to the security department in which they say that this matter is in queue.

Hi,

Been 11 days since I’ve made a withdrawal and was asked for proof of wealth, proof of payment method, proof of address and ID.

This was sent across to Nyspins team on the 8th of May, 9th of May I was asked for proof of savings.... which I have also provided. Full statement of my account.

I have contracted their support everyday since as I was becoming worried due to the forum posting the same exact issue that I am currently experiencing.

Each time their support informs me that the relevant department are looking into the documents sent.

I have passed KYC and my documents are clear, nothing was missed.

I don’t understand how how it can take this long to verify an account.

This whole process has delayed my account being verified and my withdrawal pending.

I personally believe there is a issue with my account or my winnings? However I have nothing to hide and would like to know why it is taking longer than expected to clear this up?

I have now been waiting for 13 days to get verified. Some of the facts:

- I've provided all necessary documents numerous times (uploaded them on the website, and send them via email)
- they moved my waiting-to-be-approved withdrawal back to my account (after 8 days, obviously in hopes that I'll gamble it away I'm sure) claiming that I didn't provide the verification documents although I can prove that I've send them
- someone from another gambling forum tried to help me and communicated with the manager of NYspins, and although they assured her that all my documents are now complete, 5 hours later they needed additional bankstatements although I've already provided these like 10 days ago
- I've never ever had a problem to be verified, with any casino.

This is seriously incredible. I've never ever experienced something like this before. The obvious lies are the worst thing... Claiming that I didn't provide documents when I did (and can prove it) and ignoring my emails when after 13 days of waiting to be verified I just want to know what is happening. The chat operators are just telling me everydays that TODAY I'll be verified. Please, help!

I have been playing at NY Spins for some months now and when I was to make another withdrawal (my twelfth) they wanted me to verify my account.
I was alright with that and sent them the documents they claimed which was more than I have ever experienced at any other casino.
They wanted me to send; 1, Bank account evidence; 2, All transaction history of that account the last three months; 3, A filled document (Source of Wealth); 4; Proof of salary.

After they got these documents they now starts to require more documents. First they want me to explain where some (39) of the transactions to my bank account comes from. I explain that it is transactions made from other casinos made with Trustly.

After this they claim that they need proof of that. Since it doesn't say anything on my bank account who the transaction were from I contacted Trustly and asked them to find the sender which they did, I forwarded that confirmation to NY Spins but guess what.

Now NY Spins claim that they need an "official letter from said casino's, confirming your winnings". Here I felt right away that this is not going to be easy.

I have done everything they tell me to do to this point and I have sent this request to all other casinos (about ten) including NY Spins.. (since eleven of the transactions were made by them to my account, I wonder why they need a confirmation from themselves).

In a later mail from NY Spins they also require that the official document from the casinos needs to be signed (with pen) by someone from the casino.
The document I received from NY Spins was not signed so I had to ask them to send me a signed document…

Of course I haven't received these documents from the other casinos yet and my feeling is that it will be hard to get this. I don’t know if they even are obligated to do it.

This verification process at NY Spins is now out of my control, I have done everything in my power to meet their demands but now I'm in the seat where I just can hope the other casinos will send me this document.

The question is also if I get these signed documents, what's next?

NY Spins is now holding my withdrawal of 15.000 sek until I completed their verification process which seems impossible to complete.

I have a total of 4 unpaid withdrawals from NYspins casino, at a total of more than $2300. The oldest one was approved more than 2 months ago, and all 4 are more than one month old. All payments are listed as "approved" in transaction list, but have still not been paid to my account.

NYspins support keep blaming their payment solution, claiming this is outside of their control. However they provide no further details of the cause, and their replies seem generic and very unspecific. I was requested to send my account statement to prove that no money were received, which I did and the statement has been confirmed to be received by support. This was 3-4 weeks ago, but still no payment. After this I received a new email that stated they "had found the cause of the problem", which seems odd as they now had promised to send the money using a different method.

Between may 20th and june i made a couple of withdrawals of a total of NOK 34.000,- (norwegian krone). I still haven’t received that money to my bank account. They keep telling me it should be in my account in a couple of days, but nothing is coming in. I have now waited over seven (7) weeks for my withdrawals. When i talk to their customer support they keep changing the dates witch said amount has been approved from them, and sent for transfer. Last week I made another withdrawal of a total of NOK 13.000,- and they also haven’t showed up on my bank account. When I make a deposit to nyspins.com I am not informed about the withdrawal issues they are having. They keep telling me on chat that they are experiencing problems to send money to norwegian account, but still are spamming my e-mail and phone with offers of deposit bonuses and free spins. They also have no problems accepting the deposits from my bank account to them.
Can you please help me in this process so that I can receive my money from Nyspins.com

Made a withdrawel of kr 24500 on the 19th of May and one of Kr 3000 on June 1st. Costumer support has promised payment on numerous occations, but nothing seems to happen. Support answers pretty quickly, but are severely uninformed. They have not been able to provide receipts or any information on where the money are, they just keep telling me that the money is coming on Friday, whisch is what they have said since the end of May. I have constantly had to contact them for any information until Thursday last week where I received a SMS stating that the money should be on my account on Friday, or Tuesday (today) at the latest. Still nothing and now they ask me to resend my bank statement for the third time.