Electric Spins Casino - Player’s withdrawal is delayed due to identity verification.

I CAN'T WITHDRAW MY 6000 POUNDS BECAUSE OF IDENTITY VERIFICATION, I SENT WHAT THEY ASKED FOR, ACCOUNT STATEMENTS FROM 2 BANKS, NOW THEY ASKED ME FOR PAYSLIPS AND I SAID I DON'T RECEIVE A PAYSLIP, I AM PAID IN CASH AND NO I DON'T HAVE AN EMPLOYMENT CONTRACT, I'VE BEEN IN THE UK FOR 9 YEARS AND THEY ARE NOT ABLE TO VERIFY ME, THEY HAVE I TOLD THE ADDRESS FOR THE FIRST TIME, I SENT THE PROOF AND NOW THEY TELL ME WHERE I HAVE THE MONEY TO PROVE IT, I WORK AND I HAVE MONEY, IT'S SIMPLE BUT THEY DON'T UNDERSTAND OR DON'T WANT TO GIVE ME WHAT IS MINE BY RIGHT

Dear GEORGE19797979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I understand how frustrating this situation must be for you, and I appreciate you sharing the details. To clarify the situation and move forward with your case, could you kindly provide more information?

• Have you received any other specific instructions from the casino regarding the verification process?
• Did you explain in detail to them the nature of your income and provide any alternative supporting documents?
• Were you asked to provide any additional documents, such as a bank reference letter or a proof of funds?

In the UK, casinos licensed by the UK Gambling Commission (UKGC) are required to comply with strict Know Your Customer (KYC) regulations to prevent money laundering and to ensure that players are not engaging in any illicit activities. This includes verifying the source of funds and ensuring that players are not participating in gambling with funds that may not have been obtained legally.

That’s why the casino is asking for documents like pay slips or proof of income to comply with these regulations. While I understand your frustration regarding the lack of a pay slip or employment contract, providing as much detailed information as possible about how you earn your income is critical to the process. If you have bank statements showing regular deposits or a letter from someone who can confirm your income source, that could also help to verify your financial standing.

Your cooperation is crucial in helping us proceed with this case. Without your input and any additional details, we won’t be able to assist in resolving the issue effectively. We encourage you to continue engaging with the casino’s verification team and provide any other documents that could assist in clearing up the situation.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

how can I prove if I work without a contract and don't have a pyslip? I take the money in hand, I can't ask the work clients to hand me something to prove where the money comes from, I sent the account statements from hsbc and revolut, and I earned 12 k at LADBROKES and they gave me the money, not that electric spin that will not

I sent the proof of where I got the money, I sent what I won at LADBROKES this month, since practically from what I won at LADBROKES I put money at ELECTRIC SPIN, if even now it's not good, it's bad will

RESOLVER SENT ME THIS...........

Beth (Solver)

Dec 24, 2024, 09:10 GMT

Hi there,

Thank you for your inquiry, you've reached Resolver support.

Unfortunately we don't currently have this company listed on our system, but I've passed their details to our research team who will look into adding them as soon as possible.

I'm afraid this may take some time as we are currently receiving a very high volume of new company requests. This in mind, we are not recommending people wait for us to proceed with their complaint.

In the meantime, and in any case of receiving a limited response from a company, we would advise you to be as proactive as possible with your communications. Email regularly and if that doesn't get a response continue to call them - make it as difficult as possible for your complaint to be ignored. THEREFORE IT IS NOT IN THE SYSTEM THEREFORE THEY CANNOT BE HELD RESPONSIBLE

Thank you very much, GEORGE19797979, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello GEORGE19797979,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Electric Spins Casino to join the conversation and participate in the resolution of this complaint.

Dear Electric Spins Casino,

Can you please provide further insight into what the player needs to do to complete the verification?

Kind regards,

Adam

yes

my account was closed by the people from Electric Spin, I don't know if it's legal to do something like that

so they don't want to give me the money and closed my account

why was my account closed? when I sent what they told me for identity verification?

I showed proof of where I got the money that I played at electric spin, this was the last request from them and now I'm blocked

I won 12,000 pounds at Ladbrokes, I sent proofs like the money I put into Electric Spin comes from the 12,000 pounds prize from Ladbrokes, they also have the bank account statements where you can see the money but no, they preferred to close me the account should stop giving the money

what they are doing is illegal, the people from ELECTRIC SPIN have violated everything, since they are from Ireland and they do what they want in the UK, I tried to file a complaint but I have nowhere because the company is not in the UK system

I talked to this liar last time............................................. ............................................Ciaran

Head of Customer Operations, Broadway Gaming Ltd.

they closed my account, I took a picture

I don't know what they want from me, I sent what they wanted, now I don't know what they want from me and they closed my account

this is their last message........................................................................................................................................................................................................................................................................................................................................................................................Ciaran (Electric Spins)

Dec 24, 2024, 13:15 GMT

Dear George,

I hope my email finds you well.

My name is Ciaran and I am Head of Customer Operations with Broadway Gaming, operating the Electric Spins brand. I am writing to you, as your case has come to my attention.

Having reviewed your case, I understand your frustration, given the length of time needed so far to resolve it. It is my job to help resolve this matter as quickly as possible. To help me do this, I would appreciate the opportunity to resolve this through our Customer Support process. As the Head of this process, I will aim to keep you updated as soon as updates become available to me. Any concerns that you have in relation to the process can be directed for my attention.

I note that you have posted to LinkedIn as a way of speeding up the process on your side. I understand your efforts to speed up this process, but at this point, I strongly recommend allowing me to try and resolve this matter for you and getting the quickest outcome as a result. On this basis, I would recommend removing LinkedIn posts that might in fact slow the process down.

I appreciate that the process to this point has been longer than expected and I would ask for your patience for just a little while longer as I work to resolve this for you.

Best,

Ciaran

Head of Customer Operations, Broadway Gaming Ltd.

Hello George,

Thank you for the additional information. Please be aware that we need to wait for the casino to respond before we can progress with any investigation into your case. In the meantime, could I ask you to explain why the screenshot you have provided seems to show an online payslip generator in your bookmarks?

Kind regards,

Adam

I'm going to go on, I'm going to embarrass everyone from ELECTRIC SPIN, I'm going to do justice to myself since no one is helping me, I see

because before I wanted to start a company, to learn how to make a payslip

C&G INTERNATIONAL LIMITED, search in COMPANY HOUSE and you will see

I created the company on October 25, 2019 and it's still early and the people from ELECTRIC SPIN want to verify my identity when I'm in the UK since 2014

what I'm trying to tell you is that there is no way they can't verify my identity as I'm in the UK system but I see they don't want that

Thank you for clarifying, George.

It appears from what has been stated so far that the casino requires proof of source of funds, but we need them to reply to explain exactly what is required for us to be able to assist. As mentioned, it is a standard (and usually legal) requirement to provide such documents in most casinos. Let us wait for their response, and then we can advise further.

Kind regards,

Adam

THANKS ADAM,I SEND PICS WITH WHAT I WIN TO LADBROKERS BECOUSE FROM HERE I PUT MONEY TO ELECTRIC SPIN

George, kindly note that I can see that your account is currently being verified by our relevant department and you will receive an update on this matter shortly, rest assured the funds are secure in your account

I chatted with them now

hi, the people from electric spin don't want to come and talk?

are the rules only for them? to come and say why they don't want to give me my money, so I can see what other reason they have

You broke the law, you guys from electric spin, more precisely from BROADWAY GAMING, I'm fine with everything regarding identity verification by sending everything you asked me for verification and you violated my rights and UKGC rules

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

this proves that I keep my money and they closed my account illegally, abusively, and my rights were violated, I don't stop here, I will continue at a high level, since otherwise it cannot be seen, I do not accept to be taken as a fool by to this fake company, by these liars and unscrupulous people

Dear George,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, the casino lists eCOGRA on its website as an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/). I recommend you contact them and submit a complaint to them. eCOGRA collaborates with the Gambling Commission and has better options and tools to help players. Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam