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Hi from a week i have a problem with requsted withdrawl to my Paypal account i deposited many times and usualy i asked to withdrawl by bank cards i was used and from aroud 8months i dont use this bank and cards so i dont have issue to provide them to heyspin.com casino team to verification (i do this when i open account or maybe 2 more times) So my deposits and withdrwals always been acceptable and realised in time. Now they make me problems to withdrwal funds and they asking about copy of two cards i was use in past and rest of doc. to verify i try many times to make this and it shows me Im under 18 and i cant play anymore. I Chating many times and asking for what they make me problems like this over i use casino for the long time. Today when i ask to make it please by last time throug paypal they want a letter from bank or anything to provide the account is closed but i dont have a acces to get any info like that at moment and that makes me a lot of problems and i woudlike to close my heyspin account and get refund of my money from this pending requested 280quid .they close a chat with this info obout my account was suspend and closed please check your e-mail... still waiting for respond from the casino team ..

Hello stoowa20,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HeySpin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Why did the casino close your account, did they explain it?
• Are you under 18 years old?

Looking forward to your answer.

Regards,

Nick

Hi thanks for your fast response. I use Heyspin casino around 2.5 years and never have a problems with withdrawal s, when i use bank card to deposits and withdrawal everything was processed without any verification and they dont asking about verification or provide any documentation. I make a request of withdrawal my balance on Saturday 26th of October and after 5 working days i askig on chat why my withdrawal its still on pending..I looking forward to send documents that ciasno asking to verify my passport and proof of address also they wanted a copy of my cards i was used in past but i say can't provide this becouse that cards and accounts was closed and dont have any letter or something to proof them. In few attempts to load My passport on loaded slot i send file of photo and there shows - I cant play because am under 18( my date of birth is 11.04.19😎) after that i try to aks advisor on chat why they doin problems like thats and delay my funds i requested about almost week?! And I felt cheated and I ask to my account closure and wanted my money to refund. After this request advisor's on chat send me info about my account will be disabled and give me links to gamstop.com sites and thats it all my compliant its about get my 280quid back i know i was put a biggest amount in past to this casino through almost two years!

I keep asking on chat but I still getting same reply to waiting some time becouse about team members checking ways to resolve my requests about refund...

Hello Stoowa20,

Could you please confirm if I understand correctly that you were born in 2011? Could you also clarify the date of birth you entered during registration—were the details accurate, as the casino allowed the registration without verification?

It is unusual that the casino has not requested verification up until now, so any information you can provide would be helpful.

I look forward to your response.

Best regards,

Nick

My date of bitth is 11 of april 1988 ( just now i seen its incorrect in my last post to casino guru) They registered me with my correct date of birth.Now when i asking again to refund my funds (£290 plus fees they taking form any withdrawal and deposits) they again aksing about two photo copies of that two cards wich i don't have and circle ends again delays my refund... What can you help please to realise this for me? I can send proof of Id if helps?

Thank you Stoowa20 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ninosch,

I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand your frustration with the whole situation, the casino team can and in a lot of instances must ask their players to undergo a Know your customer (KYC) and Anti-money laundering (AML) checks. As part of these checks, the player must provide evidence of all the payment methods they have used for deposits or withdrawals (bank account statement, bank card pictures, e-wallet statements, crypto wallet statements, etc.) Although I acknowledge that you mentioned you don't have the 2 requested cards because you have closed the accounts, however, you should be able to obtain a letter or an official email from your bank confirming the date on which the accounts were closed and the cards were rendered invalid. This is a standard procedure within the industry, and I strongly recommend that you present this information to the casino team.

Your HeySpin account has been closed, and without successfully completing the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks, the casino is not obligated to process your refund. It is the player's responsibility to fulfill these requirements.

Please let me know once you have obtained that document, so we can move forward with your case.

Dear stoowa20,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.