Mr Spin Casino - Player’s struggling to complete KYC verification.

I have been with mr spin for around about 2 months now and had previously withdrew £1600 from them successfully on the 26th November. On the 11th of December I deposited a total of £1630 and then withdrew £5504.81 to which I was then informed the next day that I would need to provide proof of funds and a bank statement showing the deposits made from my account to theirs i then provided this and after being told this ID would be the last ID needed before processing the payment I have now received another email stating that any transfers made to my account from 12th November to 12th December I would need to get statements from the 3rd parties showing these transactions. Some of the people whom have sent me money are not willing to provide statements from their banks understandably as they have never dealt with this company before so I don’t know what else to do as I feel they are asking for irrelevant information to delay this further could you assist me in any way please?

Thankyou for your time

Dear SonnyBRM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that providing these statements from the 3rd parties seems to be the only obstacle standing between you and your winnings? Have you accumulated your winnings with or without an active bonus, please?

If there is any other relevant communication between you and the casino that hasn’t been included in the attachments, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have now received an email stating if I cannot get statements from family and friends banks showing the transactions I cannot continue with the withdrawal process, this is out of my control as I have no right to ask for documents from any other persons bank account, they can see the transactions on my statement I don’t understand why they would need to see it on their statement too? I feel this is an unreasonable task to ask and I know people will be reluctant to give this information.

also they are asking me to provide information regarding money that wasn’t even used to deposit, I’ve shown them the money I used to deposit was from work pay and my overdraft so I don’t understand why I would need to provide proof for more than the £1630 I deposited?

I’ve just sent a full statement from both my banks from the dates requested as they have just contacted me to ask for these and I’m awaiting to hear back I will update once I know more

Thank you for your replies, SonnyBRM. So let's wait for a few more days and see. I will keep this complaint open, so please let us know if there is anything new, so we can proceed with this complaint accordingly. Thank you in advance.

My account has now been banned after I’ve sent them the bank statements I’ve seen a lot of people go through this same process with this company I don’t understand how they can pay me out £1600 and then if I deposit that back in to win £5504.81 they can stall me again, it’s coming upto 3 weeks since I withdrew now I’m going to call them today to see why I’m banned and what’s the problem I’ll keep you updated Thankyou

Tried to call them not luck yet I’ll try again tomorrow

i have supplied both bank statements and now they have sent this back to me ? What else do I need to provide ? I’ve been payed out by them the amount that I’ve won from so I don’t get how they can get away with doing this ? Can you help ?

Thank you very much SonnyBRM for your cooperation so far. 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 to see your problem being resolved to your satisfaction soon.

Hello SonnyBRM,

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

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

I have supplied everything possible and have previously been paid out so I don’t understand why this time it’s not so simple I see a lot of reviews about people saying the same thing.

Hello SonnyBRM,

Thank you for the update. There has so far been no response from the casino. If this is still the case when the timer expires I will attempt to contact them again.

I have the same problem which is why I’ve had to see if you could help as I feel I’m getting no where with them I’ll await a reply Thankyou

I have been seeing more and more complaints about this casino doing this with customers I don’t understand how they can pay me out for a win 3 weeks earlier than this win and then start asking for more info it’s just a stalling method clearly, it’s been nearly a month since I won the money and I’m getting no response from the casino after being advised I would get a response soon is there anything you can do without the casino responding as I feel this is going to be dragged out for a lot more time than it needs to be they shouldn’t be able to get away with doing this it left me short on money for Christmas as it is now I would just like it resolving as soon as possible Thankyou

Dear SonnyBRM,

Thank you for your enquiry. As per our email sent to yourself on 22/12/2021, on review of bank statements we have received we do on this occasion need to request further information regarding the transactions showing on both the Barclays and Monzo Statements before we can continue.

What we require are full PDF bank statements for the time period of 12/11/2021 to 12/12/2021, for both your Barclays, Monzo, and any other account which you may have transferred funds between during that period and would be showing on those statements. Ideally we would like to see evidence of the transactions leaving one and entering the other.

For any transfers you have received during the time period we are requesting information for, we would also request supporting documentation confirming the source of these transfers. I do hope that this request for additional information is clear.

Should you require any further clarification please do not hesitate to contact us.

Many thanks,

Mr Spin

I have sent both PDF statements from my monzo and my Barclays via email as my account is now banned. These are my only 2 accounts. For the transfers from friends and family I cannot get their statements showing this as they are reluctant to give out bank details to a company they have never dealt with. I have sent you proof of funds and a years self assessment form from last year which clearly shows I earn well over the amount deposited. Also the amount I’ve won from is what you have payed me out on the 26/11/21 you payed me out £1600 I deposited the £1630 to win £5504.81 and now you are saying you need more ID this isn’t right ? Basically your saying unless I can get documents from friends and family’s banks showing the money leave their account I am not going to be paid ? This isn’t right you should have asked for more ID before paying me the first time ? So where do we go from here ? I can explain what each transaction was for but I cannot get documents from their banks showing this as I don’t have the authority to do that. Can you confirm you have received both my pdf statements from my Barclays and Monzo account for the dates requested. 12/11/21 to 12/12/2.

Hello Mr Spin,

Thank you for your response. Please do also provide further clarification as to what exactly is required in terms of additional information. Can you give an example of what type of supporting documentation would be adequate?

Any update ? I’ve been waiting a month now to be payed out by a company who has previously paid me out, there is no reason for this delay ? They are asking for proof of funds after paying me out the money I won it from, makes no sense and is clearly a stalling tactic.

Still nothing not even getting emails back from them now so basically I’ve been robbed of £5504.81 how they can get away with doing this is beyond me I’ve sent every piece of relevant documentation to them and yet still nothing has been done about it I’ve never heard of a casino being able to hold your winnings if you can’t provide documents to support transfers from friends and family ? For instance some money was from a bike I’ve sold due to getting a new one for Christmas? How do you want me to get relevant documentation to support my friend sending me money to buy my mountain bike ? They are clearly asking for this to stall paying out is there anything you can do to help in this situation as I feel it has just been forgot about on their end I’ll wait for a update Thankyou

Hello SonnyBRM,

I have now made contact with the casino via Skype and I am waiting on more information.

Can you just clear up how they can do this ? They paid me out £1600 on the 26th November if I’ve only deposited £1630 back in to win this how can they ask for more proof of income as they have literally paid me out the money I’ve used to win the £5504.81? I don’t understand how they can take this long to resolve this it just seems they don’t want to part with my winnings? Thankyou for the update I’ll await further advice.

they have now requested a liveness check which I don’t mind but now they are asking for front and back of my bank card without anything blurred ? This doesn’t seem right as I’m advised not to show security code from my card ? Can you confirm this is correct as they have already confirmed my identity previously ? Again I don’t see why they need this when they have already accepted every piece of iD I’ve sent ?

Ive sent the video of myself and the front of the card but I am not willing to show my security code as this is an unusual request

Hello SonnyBRM,

I would suggest we wait for a response from the casino before proceeding to send anything else so we can clarify exactly what is required. I have been told by the casino to expect a reply to this thread very soon.

Mr. Spin Casino,

As I understood it, the only documents outstanding were PDF bank statements from the player's accounts. Can you please explain why there are now different requests for other documents and what specifically is required of the player to complete the verification?

They want me to send my unblurred card to a company with a 2* rating on trust pilot I am not willing to share my details with this company as I’ve already proven everything they needed me to.

Dear SonnyBRM,

I would not recommend sending a picture of your card like this. Normally the security code can be blurred/covered and you should only need to show the last 4 digits of the card number.

Mr. Spin Casino,

Please respond to this complaint and explain the situation.

Thankyou I haven’t send the security code I’ve just sent the front of the card this is ridiculous now they need to sort this out

Dear SonnyBRM,

Following the comments you have made in your post, and as an operator which takes safer gambling seriously, we would like to provided you with the following 3rd party support options we feel may help assist you, should need them;

• GAMSTOP (www.gamstop.co.uk) is a free service where you will be prevented from accessing gambling websites and apps run by companies licensed in Britain. This means you will be automatically excluded from all other gambling operators.

• GamCare (www.gamcare.org.uk) is the leading national provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. Their expert services are confidential and non-judgemental. You can speak to an adviser on Freephone 0808 8020 133, 8am to midnight, seven days a week.

• Gamblers Anonymous (www.gamblersanonymous.org.uk) provides a twelve-step program for people who feel they may have a gambling problem.

• BeGambleAware (www.begambleaware.org) offers advice and sources to access free, confidential help by phone or online. They provide practical information on how to gamble responsibly and tips on how to stay in control.

• Multi Operator Self-Exclusion Scheme (www.self-exclusion.co.uk) provides an exclusion service from betting shops

• Bingo Industry Self-Exclusion Scheme (www.bingo-association.co.uk/self-exclusion) provides an exclusion service from bingo venuesThere are also companies who provide software which once installed allows you to block access to various sites and services, these include:

• GamBan (www.gamban.com)

• BetBlocker (www.betblocker.org)

• Gamblock (www.gamblock.com)

• NetNanny (www.netnanny.com)

As you are aware we had requested some additional information from you as part of our Enhanced Due Diligence process, the possibility of this occurring is outlined in our terms and conditions, which you would have agreed to, when you registered and opened your Mr Spin account, and can be found here: https://www.mrspin.co.uk/our-terms/terms-and-conditions/

We appreciate the time you have taken to provide us with the additional information we have requested from you so far, which has been reviewed and applied to your account.At this time however we have some additional queries regarding the information you have submitted to us, and in order to resolve this as quickly as possible, we would like to invite you to take part in an additional verification process. The possibility of this occurring is included in our terms and conditions, and the relevant section is detailed below:

Section 11: Security

122. We reserve the right to ask you to provide us with additional documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We may also request further proof of identification relating to the details you have used to register your Account. Any such additional identification will be kept confidential. We may request that you take part in a video call with us as part of this process. Where we deem it necessary to conduct a video call to conduct further checks, your account access may be temporarily restricted and any withdrawals will be put on hold pending receipt and verification of any documents requested by us. We further reserve the right to disclose your details, under certain circumstances such as those required by law. Further details on our identity verification procedure can be found in Section 4.

The purpose of this verification will be to engage with you further and verify further the documents and payment methods you have provided us.

You will be sent a link via HooYu in due course, to the mobile number registered to the account and your registered email address. You will need to click the link and follow the steps provided in order to complete the process.

• You will need to complete a liveness check, which is a short motion capture that helps us to confirm your identity, and upload an image of your photo ID and payment card. Once you open the HooYu link, it will give you the instructions as you're going along. After following the steps, you can request for a text or email notification to let you know once it has been reviewed.

You can be assured that the verification via HooYu is secure. The short motion capture and any images are provided using an encrypted connection to keep your data secure, then once the identity check is verified, HooYu remove all copies of your documents and any social profile data that they store.

We will certainly provide you with an update on the identification you send, and once applied to your account we will pass this to our payments team to verify. Once verified, you will receive a text within 1 working day to inform you of the processed payment. We look forward to receiving your identification and moving forward with processing your winning payment.

Many thanks,

Mr Spin

I am not willing to send anymore documents as I have already sent all the ID I needed to send for them to pay me out the first time can you help ?

Guru can you advise on what I should do next as I feel even if I send any more ID they will just ask for something else is there anything else you can suggest as this is a joke now having to wait this long for my money.

Dear SonnyBRM,

While I appreciate your frustration and can understand your reluctance to send any further ID, the alternative to HooYu that you have been offered seems fair. If it means you can proceed with your withdrawal, I would suggest complying with the casino's request at this point and sending the picture.

Mr. Spin, can you please confirm that this is all that will be required?

I have now sent this photo via Email I will wait for a response Thankyou

I will update once I receive it or if I do not receive it Thankyou

Hello SonnyBRM,

It is good to hear that your withdrawal is now being processed. Thank you for keeping us updated.

Thankyou for your help I’ll update you once I hear from them or receive the payment Thankyou again

This is ridiculous now can you help as they are doing this for over a month now they are stalling any chance they can get please could you interfere and help sort this out

Mr. Spin Casino,

According to the screenshots provided by the player, they have been told that in order to move on with their payment a selfie was required while holding their card.

This was provided and the player has then been told that their withdrawal will be processed within one working day.

Now the player is being asked to attend a Skype call to provide further information.

Please advise why this has changed.

This is what they have been doing since I won the money every time I send something they ask for something else I don’t see how if they have already payed me out previously they can do this again ? I’ve already been through this once and have waited nearly 6 weeks for my money this isn’t normal or acceptable I feel I’m getting no where with them.

I have sent my Skype profile and a screen shot of the profile to try and speed this up but I am not happy with how long this is taking as it will be 7 weeks by the time I do the Skype call, this is unnecessary as they have already previously payed me out, therefor they have already confirmed any ID needed

these are other users reviews which shows it’s not just me they do this too, is there anything you can suggest.. I have sent them my Skype information to speed this up and contacted them to see if I can get a sooner slot but I honestly believe this is just another stalling method can you suggest anything ?

I have just contacted them via phone and was advised the soonest I could get a Skype call was the 25th jan, the agent then said he was going to ask if the call was necessary due to them having every piece of ID already, he informed me to contact them back later today to see if the call is necessary, have you had a response or any contact with the casino yet ?

I have once again sent them my user name and a screenshot of the profile as requested

Hello SonnyBRM,

I have received no further contact as of yet. I have also tried the Skype contact information you have been given and had the same results. If you contact the casino again by phone, please let me know the outcome.

Mr. Spin,

The player is doing everything that they can to comply with your requests, please respond and provide assistance so that this verification can finally be completed.

is it normal to keep winnings from a player for 6 weeks ? You can see I’m complying with every request can they just keep doing this ? Surely i have provided enough information for them to pay it. This seems to be a blatant stalling process also there is many more users they have done this too. Is there nothing you can do at this point to intervene ?

they had previously completed KYC with me already so how can they ask for more ID after already completing KYC and paying me out ?

We would like to ask Mr.Spin to reply to this complaint.

If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which will negatively affect its rating.

And if they still don’t reply or payout is there anything else you could suggest to help me claim my winnings ? As I don’t think a bad rating will bother them if they get to keep £5,504.81 of my money ?

I only have my phone to make the call from so that will have to do

Hello SonnyBRM,

Have you been given an alternate Skype contact?

To answer your previous post, if the casino refuses to cooperate there is not much we can achieve.

If there is still no response/development after the timer expires we will close the complaint as unresolved.

I would then recommend contacting the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/), registering, and submitting a complaint to them. It may have better options and tools to help players. 

No I have asked them to add me as I could not locate them with the details they’ve given, I will await a response

They have confirmed the call will be made at 11am on Tuesday 25th of Jan, they have not added me yet nor confirmed they have received my details I spoke to an agent earlier who told me if there is a problem they will contact me if not I should wait till Friday and try and call back, if the complaint closes could I email you for advice if this on goes for much longer ? Thankyou

Hello SonnyBRM,

I have once more extended the timer to 7 days to allow time for your call to take place. If it seems that there is still no progression after this, the complaint will be closed as unresolved.

After that happens, you can of course email us with any questions you may have.

Thankyou

When you contacted them via Skype did they get back to you ? I do not understand what else they need from me and why this call is relevant ? Have you heard of this verification process before (Skype call) ?

Hello SonnyBRM,

It is very common for a Skype call to be required as part of further verification.

I appreciate it is very frustrating to have to wait, especially having waited so long already, but I would sincerely hope that this would be the final step in this process.

It’s just me or any of my friends/family have never heard of having to do a Skype call but if it’s normal then I will wait for the call Thankyou