NYspins Casino - Player's account has been closed.

Hi

i made a withdrawal with this company for £2500 and I was still playing and had some money in the account whilst I was playing the account was blocked. I then got a email asking for documents which were accepted and then I was told I would not get my withdrawal and my account would be closed. They said there was a issue with the payment methods and they retuned only one deposit of £35 from which I won from that does not make sense. If they are going to return the deposits they should return all deposits made across their site and sister site duelz, I feel they should honour the withdrawal and return the money in the account before it was closed. Also it does not make sense to only return the lowest amount deposited

Hello Flowe1119,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Has the casino specified the issue with the payment methods? Do you know exactly what happened?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Flowe1119. I have checked the T&Cs, and this is what I found:

„2.13. With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such payment methods and other financial instruments that are valid and issued by lawful institutions and that legally belong to you solely. The use of financial instruments whose ownership is shared with other individuals, is not tolerated and may result in voiding of winnings and closure of accounts"

Please understand that this rule has been breached. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If your name is not the same as the name on the bank statement and you haven’t received approval from the casino allowing you to use such a payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Hi

i understand that but I don’t understand why they would only return the deposit I got some winnings from surely they should return all the deposits made with the same payment method

You can always ask the casino to refund all deposits or ask the owner of the payment method to contact the casino and request a deposit refund. However, this is not something we could help you with.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.