NYspins Casino - Player's withdrawal delayed due to verification issues.

Hello,

I made a withdrawal request of $600 back in 2021 but because of lack verification document ( Passport )my withdrawal was not processed. I recently got my passport and I sent them a copy but the agents kept telling me to keep waiting without sending in my cash outs for processing. They said the document was fine but then kept saying they still awaiting verification.

I need help contacting the casino to release my funds as I could really use my funds right now.

Thank you

Dear oluwafemibamikole4,

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 if you still have access to your casino account? Are your winnings still in your active balance?

When exactly did you provide the passport? Have you provided any other documents to verify your identity?

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

Thanks Kristina no I don't have access to my account anymore because of self exclusion and the agent Tom and Elena confirmed that the balance is still there

I provided my passport like last week and the agent affirmed that the quality of the passport was good and that it has the details they want to see like the passport expiry date, my date of birth and my full names.

The agent only asked for my ID because that was what was missing on my documents profile they already have a proof of address.

Yes Kristina kindly please tell the payments team to process my withdrawals as I could use my winnings right now. Thanks so much

Those are the snapshots of the responses I got from Elena from verification team. I sent messages after to the team asking them for a follow up on verification and approval of the withdrawal requests but they didn't provide me with any correspondences thereafter

Any follow up on my withdrawal request with NY SPINS Kristina?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Ok Kristina I'll do that right away thanks

I have already sent the thread of communication between me and NY SPINS, you should have received it the threads .

Thanks again for working on this for me

Regards,

Oluwafemi

Thank you very much, oluwafemibamikole4, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi oluwafemibamikole4,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear NYspins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the necessary documents from the player to proceed with verification? Are there any other reasons why the player's withdrawal request is still pending?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thanks Natalia for working on this for me, it been 2 weeks since I had submitted all my docs and the casino still hasn’t deposited my winnings. I sent the verification department at NY SPINS a message yesterday asking whether my funds are going to be deposited shortly but they did not respond.

Thanks again Natalia for assisting with my issue so Elvira from verification department finally got back to me last week , she just said they can send my winnings to my bank account but she did not say whether it was already sent or how long I have to wait to see the funds, so please kindly let NY SPINS know that I need to know whether I'm getting the funds early this week or latest by Friday.

Dear oluwafemibamikole4, thank you for the updates! I hope that some of the casino representatives will react to your complaint here as well, they still have time to reply to share more information.

Thanks Natalia, Tom got back to me from verification and he said they sent the funds through bank transfer but because of technical issues it failed so they gotta try again, he assured me that they would send the funds asap as soon as they resolve the issue but again I don't know how true that is because the funds could have been sent via interac through gigadat solutions so I still haven't got the funds still waiting ..ill share a screenshot of the response here

Thanks Natalia and Kristina I received my money this afternoon from NY SPINS so I want this case closed but the one for 21.com actively pursued for me as they owed me $596 as well

Dear oluwafemibamikole4,

I'm glad to hear that your issue with this casino has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

I hope that your other complaint will be also solved to your satisfaction.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru