HeySpin Casino - The player's account got blocked.

This is the problem. And what I just sent to heyspin. . . I strongly advise you NOT to ignore this complaint. My complaint is about you closing my account for no reason. And charging me a withdrawal fee of £110 amongst the rest. I have just had confirmation from Debbie Carter from the gambling commission that you should NOT have charged me a few of £110 and advised me to put in this complaint. So that's what I am doing. You are in breach of contract. I want all fees refunded to me. And a full explanation as to why you closed my account? Ignore this? And you will be contacted by the gambling commission. And also IBAS. 

Dear kchoudhury78,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with HeySpin Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? When did those fee apply to you? Since when is your account closed? When was the last time you contacted the casino and what did they respond? I will be waiting for your reply patiently.

Best regards,

Nick

Hello. Thank you for your response. The £110 fee applied to me on January 22nd. Andy account was closed a few days later after I told heyspin I'm going to contact the gambling commission. I have since then contacted heyspin but no reply.

Dear kchoudhury78,

Can you please forward your deposit, bonus and withdrawal history and any kind of evidence where the free is visible to nikolas.b@casino.guru ?

Dear kchoudhury78,

It seems like Paypay transactions apply a 2% fee when you withdraw your money from there. Did you try to contact PayPay directly with this issue as it must not be a casino related issue at all.

I did contact Paypal. And they tell me they don't take any fees? I've also put in a complaint to aspire global. But that has yet been ignored.

Thank you kchoudhury78 for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Please note that if the fees were applied by the payment provider of the casino, we can't hold the casino responsible for that.

Wish you best luck resolving it.

Regards,

Nick

Thanks 👍

Hello kchoudhury78,

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

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

Dear Heyspin Casino,

Can you please provide further information regarding the fees applied to the player's withdrawals?

Kind regards,

Adam

Thank you

Hello everyone!

We have sent all the details regarding this to the following email address - (adam.m@casino.guru).

Kindly, please check it.

Kind regards,

Hey Spin Casino Team.

Thanks 👍

Hello kchoudhury78,

I have reviewed the information provided by the casino.

Regarding your account closure, this is due to your apparent request to close all accounts at partner brands leaving only one account remaining at Luckster Casino. Does this sound correct?

With regards to the Paypal fees, the casino states that there is a 3.4% processing fee and that this is directly received by Paypal.

You mentioned that you have contacted Paypal regarding this, can I ask if you could forward any communication you have had with them to my email, adam.m@casino.guru?

Kind regards,

Adam

Thank you for your email. I will have to contact Paypal again. They told me over the phone that they did NOT charge any fees for any withdrawal. Thank you.

I'm still waiting on a confirmation email that PayPal do not take any fees for the withdrawal. I was told it could take up to 24 hours. So I'm expecting it by tomorrow.

I have not received any email from PayPal. Just another LIE that comes out of their mouths. So I just put in a complaints via resolver. . . I called PayPal yesterday 24th February at 11:28am and the call lasted 15mins 20secs. I called regarding a gambling company by the name heyspin. I withdrew £5500 and was charged £110 withdrawal fee. I questioned this and was told that PayPal recieve the fee. I have contacted PayPal more than once regarding this issue. And every time I get told they do NOT take any fee for any withdrawal from a gambling company. And on all occasions I asked for an email to be sent to confirm this. And I was told one would be sent to me within 24 hours. But guess what . . . I have NOT received any email to confirm this. Again it's just another f.cking LIE. Customer service is a pile of sh.t

I now have the evidence from PayPal confirming that they did NOT take any £110 fee.

Hello kchoudhury78,

Thank you for the additional information.

Can I ask you to please forward me the original e-mail from Paypal (adam.m@casino.guru)?

Kind regards,

Adam

PayPal does not send emails. They call the messages emails. I already complained to them about this. That an email would be more appropriate. But they told me they are not allowed to.

Dear HeySpin Casino,

The player seems to have received a message from PayPal stating that the fee has not been charged by them, could I ask you to comment on the situation please?

Kind regards,

Adam

Thank you. I put in a complaint myself to heyspin which went ignored. And I also put in a complaint to aspire global on the 8th which has also gone ignored.

Hello. PayPal just called me regarding my complaint about the £110 fee. This time they will be sending me an email confirming this within 24 hours. I will then upload it here. Thank you 👍

My apologies. Again PayPal did not send me an email. But a message. They just don't listen.

Hello everyone!

We have sent the clarification letter regarding this case to the following email address - (adam.m@casino.guru).

Kindly, please check it.

Kind regards,

Hey Spin Casino Team.

I have not yet seen any clarification letter. Thank you.

Hello kchoudhury78,

This case is still being discussed with the casino via e-mail, so I will extend the timer while I await a response.

I will post an update here shortly after.

Kind regards,

Adam

Thanks 👍

Hello kchoudhury78,

I have asked the casino to clarify the situation regarding the implementation of the fee, which initially they stated was put in place and received by Paypal. There has been no response to my last e-mail to them so far. I will attempt to contact them once more.

We would like to ask HeySpin Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Ok 👍

Hello everyone!

We have sent the clarification letter regarding this case to the following email address - (adam.m@casino.guru).

Kindly, please check it.

Kind regards,

Hey Spin Casino Team.

Dear kchoudhury78,

I have discussed this situation with the casino and I am afraid I must inform you that we are unable to assist any further with this case.

The casino pays payment providers for the use of their services, and sometimes this cost is covered by the application of fees to player deposits and withdrawals. This is quite a common practice in online casinos.

According to the UK Gambling Commission website:

operators are not prevented from deducting a cost-reflective processing fee for withdrawals. However, this must be made clear to players before they deposit.

As the casino has stated that fees could be applicable in the terms and conditions, and you have been presented with this fee and the amount to agree to as part of the withdrawal process, I am afraid there is nothing we can hope to achieve.

With regard to your account closure, this was by your express request as previously mentioned.

I appreciate this is not a satisfactory answer for you, but the casino has acted in accordance with its terms and conditions in this case and consequently the complaint will be rejected.

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

Kind regards,

Adam