Spin Station Casino Complaints

Hi,

I registerd yesterday at Spinstation (where it shows many options for deposit etc). And i saw it had MGA-license, so i thought ohh well must be a decent site. It took 1 second to deposit money with VISA.

After playing for a while i decided that i want to withdraw the reminding funds, when i got to "withdrawl" there is ZERO options for me. Is that even legal? Look attached picture. On "withdrawl method": it says "new bank information", BUT heres the funny part.. Spin Station has disabled bank transfers... It says in red text when you try to withdraw, meaning.. there is zero options for you to withdraw money. Attached picture with red text says bank transfer is disabled.

So.. Since there not a single option for me to withdraw money (but multiple when wanting to deposit LOL), i had to contact support. Support could not help me and told me i need to speak with the "accounting team" the next day or they could "escalate" the issue, but it would take 24-48 hours to get an answer. So i waited to the next day and contacted support again, this time support said accounting doesnt speak with customers. When i said bank transfer is disabled on their site, i was asked to wait 20 minutes for an answer. Then they wanted me to come back later to speak to a Norwegian and they closed the chat. After contacting support trough email, i found out there are two options Ezeewallet and LuxonPay (scam options? these two options does not even show up at their site and both apps has 10k downloads in Play Store.... with 10$ withdrawl fee to bank + takes 3 days). They wanted me to deposit even more money with LuxonPay or Ezeewallet then try to withdraw with one of these options? like wtf? Why would i deposit more money when there is zero options to withdraw it in "withdrawls"? This has been the utterly most worst times ive ever had at any site.

So my withdraw is peen pending over two months now. I play this casino first time 9.9.2020 and I won 3067 euros. After that I verify my account immediately and everything was okey. I been asking about ten times now their customer service why my withdraw is not accepted and all they said to me is that they have some security check going on. Now it is been over two month and it seems that they are not going to pay me my winnings.

I need help!

Hi All,
13.07 i have deposited money into spin station casino after few hours of game play i have collected £430 which i have submitted for a withdrawal and after that i have received message that it will be pending for up to 48h, 15.07 my withdrawal was still pending so i have reached out to the support team on live chat, delayed withdrawal has been escalated to relevant department and i was advised that i will receive feedback asap. From that momement i havent received any communication what so ever, i ve tried speaking with support on chat but without results, they just keep saying please allow some more time this matter is being dealt with, today 19.07 week after i have submitted my withdrawal for processing it is still in pending section, no email communication from spin station casino and no explonations. As per casinos policy withdrawal should be pending for not longer than 48h and in this case they are not even able to provide accurate status of the withdrawal.
Please help me out!

Hello, Hoping you can help me resolve an issue - I deposited 1600€ with spin station and when I withdrew 3000€ I have been asked to verify my account (I have no issue with this process - I fully understand this is part of the KYC policy across all financial companies) I have sent, passport, drivers licence, birth certificate (x2) two utility bills both dated within the last 3 months, Casino still cannot validate me. I have ran out of ID and bills so I am now at a loss as to how I can satisfy their policy. with banks and government agencies my passport and utility bill has been sufficient. can you please assist me.

I won 200 pounds on the 7th april and they said it was payed into my bank on the 10th april so i whent to my nationwide bank and it was not there i went on live chat and they said it was execued on the 12th april what ever that mean they said to go back to my bank and get them to give me a bank statment from the 10th april to the 18th april and email it to complants team for them to look into it which i did and never heard a thing back from them so back to live chat again they ask me to go back to my bank as it was in my bank and also get them a statment this time from the 5th april to the 24th april and my bank to do a further trace which my bank did do and nothing there email that to them still no reply so back to live chat again they said it was payed into an old card number they had for me which was out of date march 2017 then they said it was payed into the bank account i deposited with wich is the card i have now . So i still havent heard from them my bank has done a further trace and nothing in my old card or my excisting 1 they have went as far as they could go and no 200 pounds has been payed to eny of the bank card numbers

I stumbled upon spin station through google, they had the games i like and so played for a while. This time i fortunately got lucky and won around £22K, which i was very happy about with a wedding to pay for quickly approaching. I came to withdraw this money and it turns out that there is a withdrawal limit imposed on the account of £5k which they raised to £7k I checked the terms and conditions and there is no mention of this withdrawal limit anywhere in there terms in fact quite the opposite as below: Withdrawals 9.3 • Should you wish to withdraw some or all of your balance you may select how much you wish to have paid back. The customer service agent on live chat called Hayley confirmed that there is no mention of a withdrawal limit on the site or in the terms, however there are "internal processes". I completely understand why they might try and impose such a limit, but i know what im like and i will spend that money if it remains in the account , it wont be life or death, but id just rather not. My point is with no mention of this limit this is misleading customers, furthermore in the terms it clearly states that they can repay ALL funds and i would quite like the funds in my account rather than in spinstation.com and i believe there is no legal reason for them not to process the full withdrawal. Thanks for your help

Hi, I made a withdrawal on the 29th December 2017. It is now the 9th January and I have not received my money. No communication although I have emailed 8 times and used the live chat twice. I am only receiving generic answers copied and pasted from them. I send all documents on the 29th - and more on the 30th. I am at a loss of what to do now. No one will help me or tell me what’s going on. I am locked out of my account without any explanation. Please can you help me chase this up as I am getting absolutely no where.

Submitted all the required ID documentations on Sunday the 6th of August and now the 11th of August and still my account is not verified yet and therefore my withdrawal cannot be processed. Received an email from them back on Sunday the 6th of August saying they have received my ID documentations and they wrote it will be acted within 48 hours. It has been more than 96 hours now and still no actions.

"Thank you for contacting Casino Support, we hope that you are well.

We are pleased to confirm that your documents have been received and sent to our Accounts department for verification. Please allow up to 48 hours for your documents to be reviewed.

We trust that we have been of assistance, but do not hesitate to contact us again should you have any further queries.

Have a great day!

Kind Regards,"

Hello, I made my first withdraw on spinstation on 27-5-2017 and received a message for verification documents to send. I have send the documents the same day and in their terms it should take max 48 hours to verify the account after they received the documents. on 31-5-2017 early in the morning i received finally an answer that 1 document is older than 3 months and they need another. ( in the mail it said nothing about the 3 months rule, but okay i've send a new one right after it.) Every day i send emails if the verification is finished and everyday same respone "apologize for the delay" or "sorry we have a slight backlog" And this is not acceptable, if i don't follow their rules i have a big problem, but they can use these delaying tactics without problems. Every day i also ask in livechat why it take so long and everytime they say something else. "tomorrow they will get back to you" tomorrow the relevant department will contact you and you receive a notification that the account is verified" And today i received this response in livechat, "Thank you for holding. My accounts team has advised that one of our hosts has already escalated the account verification matter today and they are busy sorting the matter out with priority, we apologize once again for the delay but they were experiencing a slight backlog for the weekend passed. " But i don't believe them anymore, and hope you can help me to resolve this case. Kind regards, Steven

They don't send my money, it's still in pending period now for one week. Did make a withdrawal on 24/05/2017 01:33. My documents were verified on 24/05/2017 12:14 (received a confirmation mail of it) Spin Station keep saying: "All withdrawals at our casino will remain in a pending period for approximately 48 hours." But now, a week later and the withdrawal is still in pending period. Received on different days "The Process should be moved to accepted tomorrow." But no changes the next day at all. :(

I requested to be self excluded in February. I asked to be self excluded and have the email to prove this. Then I got an email saying if I re-open my account they will give me £20 bonus. Obviously as I like to gamble I jumped at this offer and opened my account ( firstly they shouldn't let you open a self excluded account?) Anyhow account reopened and I've gone on to deposited £100 again and lost. I have no self excluded my self again. My argument is why would you close my account when I asked for the to be self excluded in this first place. At what point did I ask for it to be closed?

Recently I played with some no deposit free spins at 'Spin Station'. I got a fairly large amount of winnings from this (roughly €126), but I could not convert these winnings into a withdrawable amount before making a deposit. From paragraph 10 of their bonus terms: "(vi) If you have never made a deposit, any gameplay using bonus funds will not unlock bonus funds or bonus winnings from free spins and all winnings will return directly to your bonus account until you make your first deposit. All funds in your bonus account at the time of first deposit will be subject to standard play-through requirements." I deposited 20 euros, played with this for a while on several slots (wagering more than €20) and then attempted to withdraw it. When I wanted to do this I got an error message stating that the minimum withdrawable amount was €30 (their T&C states the minimum is €20), when I asked a support agent he claimed that I was not allowed to withdraw anything until I had cleared my bonus balance. He cited the following section of their terms and conditions: From paragraph 5 of Spin Station's bonus terms and conditions: "(v) The deposit and possible winnings connected to the bonus will be locked to the casino account until the wagering has been completed. Where promotions do allow withdrawals with an active bonus balance, at this stage, any remaining bonuses will be revoked." I would argue that this does not apply to my situation. Using the article 'the' twice in "The deposit and possible winnings connected to the bonus" means that it refers to a specific deposit connected to a bonus. I did not receive a bonus for my deposit, nor is my deposit connected to the bonus funds on my account. After further questioning I got told that "The deposit" refers to any funds in a players cash balance. This is incredibely confusing. In the terms and conditions 'deposit' and 'cash balance' are two seperate terms that are used in completely different ways. That section of the terms and conditions is the only section in which 'deposit' is used to refer to the cash balance as a whole. When I asked the support agent about the minimum withdrawal he said that they changed it to €30, but hadnt updated their terms and conditions yet. This too is not fair. I understand that terms and condition can be changed. But reading terms and conditions, signing up, depositing and then finding out that the terms and conditions were outdated from the start makes me feel duped.

I self excluded got an email to confirm it and was able to log back in and deposit again i lost another £130 due to the casino not honouring my self exclusion. I am trying to work on my addiction Chat summery Kurwan Support Agent Kurwan Hello Client. How are you today? I'm here to assist you. Client Hi kurwan i requested a self exclusion due to be addicted to gambling on the 15th March yet it has let me log in and gamble again! Kurwan Kindly provide me with your username and email address. Client I have the email to confirm i self exluded how come i have been allowed to log in again Dave28051 < email removed > Kurwan Thank you. Thank you for holding Client Screenshot_20170406-032717.png Screenshot_20170406-032717.png Kurwan Please kindly click on the below link in order to process your request: https://www.surveymonkey.com/r/spinstation Customer Interaction - Spin Station SurveyWeb survey powered by SurveyMonkey.com. Create your own online survey now with SurveyMonkey's expert certified FREE templates. Client ? Kurwan In order to process your request you need to complete the following link Client What request I self excluded so i couldn't deposit again yet i have still been allowed to log in and deposit and lose more money. What is the point in saying you help people by being able to self exclude if i can still deposit. Surely there is law against not honouring a player's self exclusion request? Kurwan I will self-exclusion your account now and send your account to the relevant department to have your account reviewed. Client Ok thank you how will I know the outcome? Read SEND

It takes less than 2 minutes to deposit money to this Casino. No safety regulations here. The site and games are nice. But withdrawal...what a time consuming nightmare. I have not used any bonuses at all, deposited 200€ and wanted to withdraw about 80€. I have sent all documents that their requirement-email required. First I waited for a week or so because of no feedback. I contacted their chat support (the chat support is nice, quick replys) and they promised to "escalate". No word from the casino and a couple of days later I went to chat support again. "Documents are okay, now you just wait for us to process the payment". Nothing happens - no feedback. I went to chat support again. Case escalated, no feedback. Waited another couple of days and went to chat support: "your documents are too old". No! they are within the time limits you mentioned in your email! Chat support promised to escalate again. Today I got a mail from support saying my documents are too old... I sent some new/other documents but I´d bet my withdrawal money that something is missing and I have to contact chat support in a week or so. Withdrawal request 14/03/2017 00:51 ID 2772868410 and still no money on the way. What a shame, such a nice casino site but what an experience this has been. I have stopped dreaming of getting my money back. Guess my love for online casinos will find its way to better places.

spin station casino username redchopper opened an account on 23/1/17 deposit £50 rejected welcome bonus lost fair enough deposit another £50 rejected welcome bonus played roulette & slots had some good wins ended with account balance of £5300.60 was over the moon submitted withdrawal of £5000 on 24/1/17 maximum you can withdraw in a week automated email you get saying 48 hours pending time plus might ask for id ok no problem . so four days later 27/1/17 £5000 still showing pending herd nothing from the casino so I did a live chat asked what's going on told me 48hours pending plus 48 hours to review my cash out request I asked do I need to send id yes reply . sent id on the same day got a reply my email on 28/1/17 id been accepted no problems 48 hours your withdrawal will be processed ok . 31/1/17 woke up logged into spin station account to find the £5000 cash out has been reversed back to my account balance live chat again why have you done that the person told me the system automatically reverse any pending cash out that's been pending for 7 days you will after submit it again and wait another 48hours pending ok 2nd cash out request on 31/1/17 for £5000 same automated email saying 48hours pending time . its now 03/2/17 well over 48 hours and still no changed no response from the casino just going round in circles with live chat support will I ever get my winnings ? I have snapshots of everything

I did a request for a withdrawal on 16/12/2016 and on 17 i sended all the documents for withdrawal what they asked me. AFTER 7 day's they return my money back in casino acount in 24/12/2016 without a reason, they didn't let me know about this think . used to talk every day with diffrent persons from staff , and every day they gave me diffrent explication. I have all the proofs, i have pictures with everything... this is a abuse. I followed all the site rules.. but they still don't respect they own rules.

Hello! I joined Spin Station casino some time ago, since i found out this good welcome bonus. Well i didnt win with that first deposit bonus anything, then some time ago, i got letter to home which gave me a nice bonus offer again, and i thought why not to try it again. I won little amount of money (80€) and i made originally withdrawal request on last wednesday (12.10.16). I sent all needed documents rightaway and thought it was okey. Since they have this 48h waiting or whatever period, i did contact them on saturday since i saw they havent done anything to my withdrawal request. They told me that my residence verification wasnt valid, so i sent them a new one (under 3 months old utility bill). then i did wait on to monday, and i said that please contact me if there is a problem (well they havent been communicating at all). They told me on live chat at monday that my utility bill wasnt valid for some weird reason (it was clearly under 3 months old but for them it was outdated????) Anyways i sent them newer utility bill just yesterday (17.10.2016) and one guy from live chat told me it would be processed rightaway but guess what, it wasnt. So problem is, Spin Station doesnt want to process my withdrawal request. They wont communicate, you must keep asking them all the time why hasnt been it processed. They are for sure giving me a hard time to verify my address.

I joined Spin Station following reading a review on this website. However, I noticed that I had been a member of some of their sister casinos. However, I have always been impressed by the casino's and in past few weeks my situation has dramatically changed and I can have an 'entertainment fund'. But to be vigilant I made contact straight away with live chat and had below conversation Lasse Wed, 10/05/16 11:53:53 am Europe/London Hello tennis7878. How are you today? I'm here to assist you.   tennis7878 11:54:37 am hey lasse can I please ask that if I make a deposit I do not receive a bonus because I do not want to be hampered by wagering requirements Lasse 11:55:16 am Before you make a deposit you will be able to decline the bonus offer .   If at any stage you see a bonus on your account please contact us straight away before playing with it so we can remove it. 11:56:00 am tennis7878 11:56:08 am okay cool. I have never had an account with yourselves before but have done with hello and 21 casino is it still okay to join Lasse 11:56:25 am Absolutely.   tennis7878 11:57:02 am wonderful thanks I had to self exclude from them but I feel much more at ease with my gaming levels now thank you   Lasse 11:57:35 am A very warm welcome to Spin Station and good luck.   Duration: 4m 28s   So, having had this transparency I made deposits and started playing. At one stage I was down £7,500 and I wagered nearly £20,000 and my balance is £23,300, however, yesterday at 1.30pm UK time I tries to log back in and it says user excluded. I have contacted live chat 6 times over past 30 hours and absolutely nothing, they say they have no info and I will receive an email from accounts. My final chat log below, Claudia Thu, 10/06/16 04:31:17 pm Europe/London Hello Client. How are you today? I'm here to assist you.   Client 04:31:41 pm Claudia we spoke 3 hours ago, Tennis7878 Marc Lewis 16/01/1978   I am now starting to be really upset approaching 30 hours of zero communication and over £20,000 gone missing, I will be logging official complaint with all transcripts on both AskGamblers and with UK Gambling Commission. Before I do this can you kindly confirm that still after 30 hours you have no idea what is happening 04:33:22 pm Claudia 04:38:46 pm I can see that this is still with our accounts team and is being dealt with as a matter of priority. I see this is on going and the process can take a bit of time apologies for any inconvenience I can imagine this can be quite frustrating. I will escalate it again and as soon as we receive feedback we'll be in direct contact with you.   Duration: 9m 5s Despite having trust in this casino provider I feel that I have been very patient and have no other option but to log this complaint officially with AskGamblers

Hey, I'm trying to withraw a 50€ from no deposit campaign but it seems to be impossible. I made a withrawal request of 40€, had a deposit on my account before so I was able to cashout through my VISA card. Got the message like this I attached where it's clear that I can send a health insurance so I did it as my parents pay all the bills and usually I just use this kind of document. They accepted my ID and card photos but not adress. I sent them a .pdf confirmation of some of transaction I made from my bank as a bank statement, didn't accept that. Then I sent them a legal copy of deal I have with my boss with my full adress, been waiting another 3 days to get message that it cannot be accepted. I don't have any more documents I can use, what should I do now?

I have 4000 euros won in this casino at 31-8-2016 Several times, said the casino by email and chat the went to pay, but still they did not. At 2-9, I received this message: Hi Anita, I hope you are well. Congratulations, your documents are approved. Your withdrawal process should be finalized soon. We will contact yu once it's done. Thank you for your time and co operation. 6-9 I received this message Hi Anita Thank you for cont acting Casino Support. Please be advised thatthere is no problem with your withdrawal. It shouldering be paid within the week, most likely sooner. Kind regards Ray Casino Support 8-9 after many mail I received another message: Dear Anita, Thank you for cont acting http://www.spinstation.com The reason the withdrawal was returned was due to the account awaiting documents at the time, we have now received the documents and your withdrawal shouldering be processed within the usual time frame, it normally takes 2-5 working days for the funds to reach the account . That we trust we have been of assistance, but do not hesitate to contact us again shouldering you have any Further queries. Kind regards Casino support. At 9-9, I received an email Your account has been found be in breach of clause 6 (xx) of our Promotional Terms & Conditions: (xx) Where a Welcome Bonus and/or No Deposit Bonus has been granted to you, subject to you being required to have met all wagering requirements, you will be limited to a maximum withdrawal value of your total deposits any remaining balance will be forfeited if the casino deems your play to be irregular. For example, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. "State" game abuse is where the player collects gems, coins and other items that initiate a bonus round or free spins, to nearly the point of activating the bonus or free spins, and this is done with the welcome bonus and first deposit, and then the player then plays the balance down to under 1 credit, therefore, cancelling the wagering requirements, then re-entering the game with another deposit of cash only with no bonus and re-entering those games to complete the collection of items to trigger the bonus of free spins. Other examples of irregular game play include but are not limited to, placing single bet in excess of EUR5.00 to initiate a high win during the early stages of game play, then making a significant change in bet size down to less than EUR1.00 a bet until such time as the wagering requirements for that bonus have been met. While a welcome bonus is in play the maximum you may bet on any single bet will be capped at EUR5.00, above this amount will be considered irregular play for bonus play through requirements. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirements. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause. Therefore, your winnings have been confiscated and your balance has been reduced to the total of your deposits, this is now available for withdrawal. I have done nothing wrong, also have every twist and deposit a log so that I have proof from anywhere.