HeySpin Casino - The player's withdrawal is delayed.

At first seemed brilliant had very good win of 7000 cashed out 5000 this was 8 days ago no money received spoke to support every day 2-3 time to get back you wil receive a email from relative department no email received send in everything that has been asked for was told they was all accepted 4 days ago an was now with payments but still nothing… spoke to them today an asked what’s going on because I could do with money as moving house an borrowed the money I won off a family member for my rent in advance an deposit so now need to pay them back an there reply was to close my account as I obviously have money problems which is rubbish hopefully I can update with better news soon 😩🙏😭

Hello rlh1987,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I have completed all verification sent in everything they have asked and winnings was with real money I had no bonus I spoke to them today via customer support an said I requested an update as I need the money as iv borrowed it off some one until I’m paid it and there respond was i Ned to be self excluded as I must have money troubles which is not the case I’m moving house an wanted to pay my rent in advance and first deposit with it

verification was completed an checked Tuesday

They have paid 345 instead of 5000 with no explanation

this is original amount

I’ve had this reply

hey new this from start in done it on about 4 different site and always been paid out after sending proof of account holder and a letter confirming I was allowed to use account

Hello rlh1987,

Did you use a payment method which does not belongs to you?

Please note that if you did, the casino had every right to void any winnings generated as it is a breach of casino terms.

Yes I did because mine an my daughter bank are linked on app a when I went through trustly it took me to hers with out me realising this has happened before though and I have been paid out ☹️

They saying it’s cos her account is a Childs account And if that’s case how can they justify paying the 345 to that account. And it should not of let me deposit on first place of that’s case.. do u think I have any chance at all or is it just a loss il have to deal with 😭

Hello rlh1987,

Unfortunately, the casino could not know who's payment you used to deposit so they could not just block the option to deposit.

In such cases, the casino has right to void any generated winnings and refund the deposit only.

As the deposit has been refunded, there is nothing we can possibly do.

Please be careful in the future to always use only your own funds to deposit otherwise this will happen for sure in any online casino

Is there anything else we could assist you with? If not, the complaint will be closed.

Regards,

Nick

Dear rlh1987,

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.