The player from the United Kingdom had been attempting to withdraw £2386 since September 25, 2024, and had kept receiving assurances that the funds would be processed soon. Despite these delays, the casino had since closed her account. After verification of her documents on October 30, 2024, she continued to receive vague responses from the casino regarding her withdrawal. Ultimately, the issue was resolved, and she received her payment.
HeySpin Casino - Player's account has been closed after withdrawal delay.
Amount: £2,368
HeySpin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
I have been trying to withdraw since 25th September 2024 of the amount £2386.
I keep getting told it will be with me soon and await an email, time frame is 48hours. On there site it says up to 48hours. They have since closed my account.
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1 month ago
Dear Bouch-1308,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before your account was closed?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Hi. I sent my documents off for verification a week before my account t was closed. I was playing on slots. I opened my account, recieved my bonus and played. I had to wager so much before withdrawing and I completed that wager part and withdrew what was left.
Kind regards, Emma
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1 month ago
Thank you very much for your reply, Bouch-1308. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 month ago
I sorted all my documents and they got verified on the 30th October. The explanation they give me is that it is with the processing team and they are dealing with it. That's all they say all the time. They said they do not need any more documents. They say I should wait for an email and they payment will be with me soon. I have put in complaint but still not got anywhere.
Kind regards
Emma B***
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1 month ago
Dear Bouch-1308,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
