NYSPINS delaying payment £50,000

[Navyboy24]

Hey guys, 

just a little update on NYSPINS. 

there are still not paying me lol 

the email I received this morning says that they haven’t received the sufficient evidence for my deposits at NYSPINS back in September 2020. 

i had an email from them back in December saying that they wanted proof off my winnings that got paid into my account from grosvenor £60000 and betvictor £3000 sterling as they believe this links to the deposits I made on NYSPINS.
I previously sent the betvictor evidence a while ago and I received an email from the DPO from grosvenor casino today with the secured document showing the £60,000 that was paid into my current account. 
 

so what will be interesting to see whether they are going to accept this proof off winnings now or are they going to make up some more bullshit again to delay it for another week or so! 
 

I have attached a slight bit off the email today abc if they don’t accept this they might have to repay my deposits off £3000 roughly and I would lose out on £47,000! Just laughable that I would let them do this. 
 

behind the scenes now I have Ibas and a solicitor on standby just in case. 

‘As we explained previously, and without casting any aspersions, the guidance issued by the Gambling Commission does require us to ensure that explanations provided by our customers are supported by documentation, especially where the funds deposited with us may be as a result of intermingling as is the case here. We are as frustrated as you that the regulation no longer allows us to just take customers at their word, but in the absence of such documentation need to consider how best to bring this matter to a close. To that end we would be happy to liaise directly with your legal representative, the alternative being to void the account and refund the initial deposit monies.

 

We appreciate that this is not the outcome you were hoping for but we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed and as much as we would like to bend the rules or make an exception, the extent of the flexibility we can bring to this particular case is unfortunately limited.

 

 

Regards,
Guy
Duty of Care [NYSpins]
dutyofcare@nyspins.com 

 

 

crazy!!!   

[ryans_slots]

1 hour ago, Navyboy24 said:

Hey guys, 

just a little update on NYSPINS. 

there are still not paying me lol 

the email I received this morning says that they haven’t received the sufficient evidence for my deposits at NYSPINS back in September 2020. 

i had an email from them back in December saying that they wanted proof off my winnings that got paid into my account from grosvenor £60000 and betvictor £3000 sterling as they believe this links to the deposits I made on NYSPINS.
I previously sent the betvictor evidence a while ago and I received an email from the DPO from grosvenor casino today with the secured document showing the £60,000 that was paid into my current account. 
 

so what will be interesting to see whether they are going to accept this proof off winnings now or are they going to make up some more bullshit again to delay it for another week or so! 
 

I have attached a slight bit off the email today abc if they don’t accept this they might have to repay my deposits off £3000 roughly and I would lose out on £47,000! Just laughable that I would let them do this. 
 

behind the scenes now I have Ibas and a solicitor on standby just in case. 
 

‘As we explained previously, and without casting any aspersions, the guidance issued by the Gambling Commission does require us to ensure that explanations provided by our customers are supported by documentation, especially where the funds deposited with us may be as a result of intermingling as is the case here. We are as frustrated as you that the regulation no longer allows us to just take customers at their word, but in the absence of such documentation need to consider how best to bring this matter to a close. To that end we would be happy to liaise directly with your legal representative, the alternative being to void the account and refund the initial deposit monies.

 

We appreciate that this is not the outcome you were hoping for but we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed and as much as we would like to bend the rules or make an exception, the extent of the flexibility we can bring to this particular case is unfortunately limited.

 

 

Regards,
Guy
Duty of Care [NYSpins]
dutyofcare@nyspins.com 

 

 

crazy!!!   

Just do a legal battle to get the money, pain in the ass but if it costs £ like few grand to get it I'd just do it personally I'd feel sick how they've treated u, your out of options I believe.

[olempiaps]

I’m amazed at the amount of grammar typos in that email. Shows the kind of people we are trusting behind these «Malta» licenses. 

[Navyboy24]

Well mate I will see what the next email brings from them. It will be so laughable if they don’t  verify the winnings especially after they have received all the correct documentation now even though I sent enough weeks ago.

I have Ibas also so I am waiting back from them.

if needed I have a solicitor on  standby and will take further action including compensation for my troubles. 
 

I am sure they would love me to give in and give me back my deposits then I would be letting them off £47,000 which is definitely not going to happen. 
 

The emails I have and the response times to my emails has been on average 7-10 days which is disgusting after waiting this amount of time. 

It’s very sad because if I didn’t win anything but deposited the £3000 would they offer me the deposits back if the couldn’t verify my account and transactions with NYSPINS? I don’t think so!! 
 

 

[Navyboy24]

The only good thing is that NYSPINS are part of the UKGC and IBAS 

[olempiaps]

I hope you pursue this and and not only get your winnings but a hefty sum of compensation. 
 

I can also see NYspins is still one of the trusted and promoted sites on CG still meaning the upper management on CG really don’t take these issues to heart. Have you had anyone other then regular members like dirtystack offer you advice? If not you should contact him. Respectable forum member with alot of good info.  

[Navyboy24]

I haven’t spoken to that person but will drop them an email once I get my next response from NYSPINS. 
 

the annoying thing with this casino is that all this could have been completed weeks ago but instead they ask for different information on every email response plus it takes then days to get a reply which I believe once you have gone over a certain amount off weeks you should either get a phone call and be able to talk with the directly or get responses on the same day you send the emails. 
 

what’s frustrating for me is I have had big wins from mansion, videoslots and I had to comply with the same KYC verification process with the same documentation but NYSPINS are dragging there feet. 
 

even now getting the £50,000 just doesn’t seem enough after waiting more than four months. 

[OnlyASpin]

No input from Casino grounds? And they promote this casino lol

[ryans_slots]

@dirtystack any advice for the guy?

@Navyboy24 create a thread on casinomeister also.

[Skylined87]

8 hours ago, OnlyASpin said:

No input from Casino grounds? And they promote this casino lol

Please don't take personally on what I'm about to write, but I do feel it needs to be said as people are quick to jump to conclusions.

I have reached out to them already a while ago. The feedback I receive is the same every time - lack of documents. I do not have the power not wish to fiddle with matters when it comes to situations like this. UKGC is strict on source of wealth, casinos need to abide by that. Kindly note that it's easy to point fingers and blame to what it appears to be simple solution, but in order for situation to get resolved both the player and the casino need to cooperate. If casino failed to do so we would very much take it seriously. Remember - it's not always player who is in the right.

Yes, the process can and will be frustrating for both parties but in this case I cannot do more than check on the matter by reaching out.

[olempiaps]

24 minutes ago, Skylined87 said:

Please don't take personally on what I'm about to write, but I do feel it needs to be said as people are quick to jump to conclusions.

I have reached out to them already a while ago. The feedback I receive is the same every time - lack of documents. I do not have the power not wish to fiddle with matters when it comes to situations like this. UKGC is strict on source of wealth, casinos need to abide by that. Kindly note that it's easy to point fingers and blame to what it appears to be simple solution, but in order for situation to get resolved both the player and the casino need to cooperate. If casino failed to do so we would very much take it seriously. Remember - it's not always player who is in the right.

Yes, the process can and will be frustrating for both parties but in this case I cannot do more than check on the matter by reaching out.

I totally agree with you Skylined, however unless OP is not being 100% sincere in his claims and is lieing the Casino is clearly in the faulth here. Which means it should be taken seriously. 
 

He has provided what they asked for, SOW documentation from the casinos he have won money where they have sent him the neccesary and he has forwarded it to them. They are still requesting more documents? Ok, so the man sends his payslip, mortages, loans, savings. Now what? They want a handwritten statement from Boris Johnson that he pays taxes to his country before they can pay out after having him on hold for 4 months? 
 

That is very serious, and a casino that should never be promoted. Just my 2 cents, nothing personal your a great mod

Edited 19 January, 2021 by olempiaps

[Skylined87]

6 minutes ago, olempiaps said:

I totally agree with you Skylined, however unless OP is not being 100% sincere in his claims and is lieing the Casino is clearly in the faulth here. Which means it should be taken seriously. 
 

He has provided what they asked for, SOW documentation from the casinos he have won money where they have sent him the neccesary and he has forwarded it to them. They are still requesting more documents? Ok, so the man sends his payslip, mortages, loans, savings. Now what? They want a handwritten statement from Boris Johnson that he pays taxes to his country before they can pay out after having him on hold for 4 months? 
 

That is very serious, and a casino that should never be promoted. Just my 2 cents, nothing personal your a great mod

He will unfortunately need to send everything they require as the casino needs to abide UKGC. Each casino has different approach / interpretation of this procedure hence the discrepancy when it comes to SOW on other casinos.

[Navyboy24]

1 hour ago, Skylined87 said:

Please don't take personally on what I'm about to write, but I do feel it needs to be said as people are quick to jump to conclusions.

I have reached out to them already a while ago. The feedback I receive is the same every time - lack of documents. I do not have the power not wish to fiddle with matters when it comes to situations like this. UKGC is strict on source of wealth, casinos need to abide by that. Kindly note that it's easy to point fingers and blame to what it appears to be simple solution, but in order for situation to get resolved both the player and the casino need to cooperate. If casino failed to do so we would very much take it seriously. Remember - it's not always player who is in the right.

Yes, the process can and will be frustrating for both parties but in this case I cannot do more than check on the matter by reaching out.

Dear Skyline, 

do you think it’s acceptable for me to wait 17 weeks from a withdrawal back in September last year? Do you think it’s acceptable to get responses to my emails on average 7-8 days? When I get an email requesting information I send the requested information straight away same day. Do you think it’s acceptable to have a U.K. mobile on there terms and conditions which is a content mistake apparently! I this was a person from Syria. 
My documentation I have sent across to NYSPINS is all above board which I have used the exact same documents for videoslots when I won £140,000 then accepted these no issues and carried out the KYC process also. with videoslots is they did have any issues or wanted further information they would contact me the same day on email so extremely professional. 
Sadly NYSPINS have acted very unprofessional with my verification they haven’t responded according and every time I have answered there questions with regards to my source of funds and deposits on there website they have always wanted more information. 
A good few weeks ago they asked for documentation from my winnings that were put into my account from betvictor and grosvenor land base casino. I already sent them the win loss statement from grosvenor with the amounts on and you can see on my bank statement £60,000 going into my account on the 21st September which would more than cover £3000 I deposit with NYSPINS. They didn’t except this document even though it’s official and sent from the DPO from that casino to my email which I sent also. I have now managed to get another document from the DPO yesterday after speaking to the vip manager a few weeks ago which confirms the payment off £60,000 going into my account on the 21st September. The betvictor was £3000 paid into my account and I managed to get a screenshot on my account plus a letter with my name and address on with the transactions. 
 

this was the email a received from them weeks ago. 
 

‘’In order for us to complete your source of funds verifications, we noted several credit transactions from the following Casinos which would have funded your play:’’

Grosvenor Casino
21 Sep 20 GROSVENOR CASINO H £20,000.00
21 Sep 20 GROSVENOR CASINO H £20,000.00
21 Sep 20 GROSVENOR CASINO H £20,000.00

BV Ltd. 
28 Sep 20 BV LTD. £3,000.00

 

so what will be interesting now is if they will accept the official document from grosvenor which clearly states I won these amounts. 
 

when it comes to getting information from casino it’s pretty easy but can take time . I am not sure why they don’t accept the previous win loss statement from grosvenor when you can clearly see it’s been sent from the casino to me plus the amounts match to my bank statement. 
 

the only other issue is my certificate off winnings from Monte Carlo back in 2019 I was lucky enough to win 71400 euros in Monaco  on roulette and they gave me a certificate of winnings with my name address on and amount I won official document, I kept this money which was paid in cash and in July 2020 I exchanged 39500 euros in London I received £33,000 into my bank account plus a small amount off cash. I then played on videslots won £140,000 then continued to play on casinos when I got the withdrawals in my bank. So the timeline from exchanging the euros to the win on videslots plus other wins on several casinos lead up to my deposits on NYSPINS. 
 

it’s actually very simple to see on my bank statements with all my evidence. 

Let’s see what happens. 

[Skylined87]

4 minutes ago, Navyboy24 said:

Dear Skyline, 

do you think it’s acceptable for me to wait 17 weeks from a withdrawal back in September last year? Do you think it’s acceptable to get responses to my emails on average 7-8 days? When I get an email requesting information I send the requested information straight away same day. Do you think it’s acceptable to have a U.K. mobile on there terms and conditions which is a content mistake apparently! I this was a person from Syria. 
My documentation I have sent across to NYSPINS is all above board which I have used the exact same documents for videoslots when I won £140,000 then accepted these no issues and carried out the KYC process also. with videoslots is they did have any issues or wanted further information they would contact me the same day on email so extremely professional. 
Sadly NYSPINS have acted very unprofessional with my verification they haven’t responded according and every time I have answered there questions with regards to my source of funds and deposits on there website they have always wanted more information. 
A good few weeks ago they asked for documentation from my winnings that were put into my account from betvictor and grosvenor land base casino. I already sent them the win loss statement from grosvenor with the amounts on and you can see on my bank statement £60,000 going into my account on the 21st September which would more than cover £3000 I deposit with NYSPINS. They didn’t except this document even though it’s official and sent from the DPO from that casino to my email which I sent also. I have now managed to get another document from the DPO yesterday after speaking to the vip manager a few weeks ago which confirms the payment off £60,000 going into my account on the 21st September. The betvictor was £3000 paid into my account and I managed to get a screenshot on my account plus a letter with my name and address on with the transactions. 
 

this was the email a received from them weeks ago. 
 

‘’In order for us to complete your source of funds verifications, we noted several credit transactions from the following Casinos which would have funded your play:’’

Grosvenor Casino
21 Sep 20 GROSVENOR CASINO H £20,000.00
21 Sep 20 GROSVENOR CASINO H £20,000.00
21 Sep 20 GROSVENOR CASINO H £20,000.00

BV Ltd. 
28 Sep 20 BV LTD. £3,000.00

 

so what will be interesting now is if they will accept the official document from grosvenor which clearly states I won these amounts. 
 

when it comes to getting information from casino it’s pretty easy but can take time . I am not sure why they don’t accept the previous win loss statement from grosvenor when you can clearly see it’s been sent from the casino to me plus the amounts match to my bank statement. 
 

the only other issue is my certificate off winnings from Monte Carlo back in 2019 I was lucky enough to win 71400 euros in Monaco  on roulette and they gave me a certificate of winnings with my name address on and amount I won official document, I kept this money which was paid in cash and in July 2020 I exchanged 39500 euros in London I received £33,000 into my bank account plus a small amount off cash. I then played on videslots won £140,000 then continued to play on casinos when I got the withdrawals in my bank. So the timeline from exchanging the euros to the win on videslots plus other wins on several casinos lead up to my deposits on NYSPINS. 
 

it’s actually very simple to see on my bank statements with all my evidence. 

Let’s see what happens. 

Please do understand I cannot influence the time needed in relevant departments at casinos to go through documents and verifications. I can agree with you on the point that the responses are slow and will definitely pass that on as an improvement point. I'm really hoping you bring this to a successful resolution  

[Navyboy24]

Yes mate I totally understand these casinos have to do the KYC process and I am completely happy with that but waiting for long periods on responses to my emails is frustrating and that’s why we are at 17 weeks now. I looked the other day at all my emails from NYSPINS from September when I opened this account and there is a clear pattern off them taking far to long to get back to me. 
 

I hope this will be sorted now I really do as it’s very annoying when they have £50,000 of my winnings. 
 

just to be very clear there is no dispute on the £50,000 winnings just the documentation. 

[kahpaydium]

8 minutes ago, Skylined87 said:

Please do understand I cannot influence the time needed in relevant departments at casinos to go through documents and verifications. I can agree with you on the point that the responses are slow and will definitely pass that on as an improvement point. I'm really hoping you bring this to a successful resolution  

You might not be able to influence them but surely you can stop promoting them.  Any casino that uses these sort of tactics to avoid paying honest players has no right being pushed on to Casino Grounds members.

[Skylined87]

Just now, kahpaydium said:

You might not be able to influence them but surely you can stop promoting them.  Any casino that uses these sort of tactics to avoid paying honest players has no right being pushed on to Casino Grounds members.

It's not about avoiding paying, you're missing the point of the whole thread.

[kahpaydium]

Just now, Skylined87 said:

It's not about avoiding paying, you're missing the point of the whole thread.

So you don't think they're avoiding paying him?  This guy has been waiting 17 weeks to get his money from a CG promoted casino, provided everything they have asked of him but not paid out his money, what would you call it?

I do find it funny though how long it's taken you or any one else from Casino Grounds to get involved here, maybe he should have added a rigged for streamers thread to it, doesn't take you all long to jump on those.  If you're going to promote a casino at least take some responsibility when they behave like this.

[Navyboy24]

4 minutes ago, kahpaydium said:

You might not be able to influence them but surely you can stop promoting them.  Any casino that uses these sort of tactics to avoid paying honest players has no right being pushed on to Casino Grounds members.

Hey mate thanks for the response it’s very difficult as I am owed £50,000 which is not the issue it’s the documentation process. NYSPINS have delayed on there responses plus the mobile number on the terms and conditions is an issues for me as I believe whoever put these details in has to definitely do this correctly especially on the terms and conditions. 
 

I don’t have an issue at the moment with casino grounds promoting them but I would say be very careful if you win big because you can have the same experience as myself. 
 

it’s always difficult because players have completely different experience on each casinos some good some bad I suppose it’s just gambling! 

[Navyboy24]

7 minutes ago, kahpaydium said:

So you don't think they're avoiding paying him?  This guy has been waiting 17 weeks to get his money from a CG promoted casino, provided everything they have asked of him but not paid out his money, what would you call it?

I do find it funny though how long it's taken you or any one else from Casino Grounds to get involved here, maybe he should have added a rigged for streamers thread to it, doesn't take you all long to jump on those.  If you're going to promote a casino at least take some responsibility when they behave like this.

The thing what really upset with NYSPINS was the email I received saying that they would refund my deposits if i couldn’t provide the correct documentation. So that would mean I would receive £3000 and lose out on £47,000 which shocked me as a good casino would work together with the customer to get this sorted out. I really wished after this amount off time someone would call me on the telephone it’s much easier to speak to the management and it could be resolved in minutes. They just don’t read the information I send correctly is very frustrating. 

[kahpaydium]

14 minutes ago, Navyboy24 said:

Hey mate thanks for the response it’s very difficult as I am owed £50,000 which is not the issue it’s the documentation process. NYSPINS have delayed on there responses plus the mobile number on the terms and conditions is an issues for me as I believe whoever put these details in has to definitely do this correctly especially on the terms and conditions. 
 

Unfortunately the £50,000 is the issue. you wouldn't be having this problem if it was £50.  I do really hope you get your money but to me this stinks of 'give a man enough rope', they keep throwing things at you in the hope that eventually they'll find something in amongst what you're sending them that they can claim breaches their t&cs and then can cancel your claim.

Every time I see you've added to these threads I hope that it's with a favourable resolution, fingers crossed that it comes soon.

9 minutes ago, Navyboy24 said:

The thing what really upset with NYSPINS was the email I received saying that they would refund my deposits if i couldn’t provide the correct documentation. So that would mean I would receive £3000 and lose out on £47,000 which shocked me as a good casino would work together with the customer to get this sorted out. I really wished after this amount off time someone would call me on the telephone it’s much easier to speak to the management and it could be resolved in minutes. They just don’t read the information I send correctly is very frustrating. 

@Skylined87Given that I'm sure you're really concerned about this and that you obviously have a contact at NYSpins, is this not something that you could very easily arrange?

Edited 19 January, 2021 by kahpaydium

[Navyboy24]

14 minutes ago, kahpaydium said:

Unfortunately the £50,000 is the issue. you wouldn't be having this problem if it was £50.  I do really hope you get your money but to me this stinks of 'give a man enough rope', they keep throwing things at you in the hope that eventually they'll find something in amongst what you're sending them that they can claim breaches their t&cs and then can cancel your claim.

Every time I see you've added to these threads I hope that it's with a favourable resolution, fingers crossed that it comes soon.

@Skylined87Given that I'm sure you're really concerned about this and that you obviously have a contact at NYSpins, is this not something that you could very easily arrange?

Yes I get you’re point mate. 
I suppose if I won say £1000 from my £3000 deposit then they would have not gone into an in-depth verification process which is not right tbh as it shouldn’t matter how much you win it’s about the deposit you have done. 
 

so for example if I won £200 from the £3000 deposit and they couldn’t complete the verification process would NYSPINS give me back the £3000 deposit I truly believe they wouldn’t. 

[olempiaps]

All valid points above by both users. 
i still see no good reason for this casino to be a CG promoted casino. 

But hey, money speaks right.

[OnlyASpin]

Let's face it casinos are going downhill UK for sure not sure about others end of a era. It's not acceptable for a casino to take ages to process a withdrawal let alone require your life's personal history. It doesn't take more than a business day to respond to an email poor business practice. Yes they must comply to UK regulations but shouldn't abuse it to take advantage of a player.

 

The system is flawed. I was given a deposit limit of £500 a month fair enough it's an acceptable amount but my loss limit was set to £5 what the fuck am I meant to do with that?

 

Just going to drag players to dodgy casinos which in turn fuels the black market of gambling.

 

It's not just NYSpins which casinogrounds promote which are bad so are a lot of other casinos which are rated highly and to be fair half of them are poor. I've even seen one with a capped withdrawal of £250 which is Fruit Kings it's not listed in your mini terms, fair enough people should read the terms prior to deposit but you should warn players to the fact. At least Casumo aren't listed another casino down the pan.

Edited 19 January, 2021 by OnlyASpin

[Navyboy24]

16 minutes ago, OnlyASpin said:

Let's face it casinos are going downhill UK for sure not sure about others end of a era. It's not acceptable for a casino to take ages to process a withdrawal let alone require your life's personal history. It doesn't take more than a business day to respond to an email poor business practice. Yes they must comply to UK regulations but shouldn't abuse it to take advantage of a player.

 

The system is flawed. I was given a deposit limit of £500 a month fair enough it's an acceptable amount but my loss limit was set to £5 what the fuck am I meant to do with that?

 

Just going to drag players to dodgy casinos which in turn fuels the black market of gambling.

 

It's not just NYSpins which casinogrounds promote which are bad so are a lot of other casinos which are rated highly and to be fair half of them are poor. I've even seen one with a capped withdrawal of £250 which is Fruit Kings it's not listed in your mini terms, fair enough people should read the terms prior to deposit but you should warn players to the fact. At least Casumo aren't listed another casino down the pan.

Hey mate, 

I have had experience with Videoslots because I am fully verified with them now, once i make a withdrawal it’s in my bank account within  a couple of hours which is such an incredible service. 
mansion casino are also great once I got verified my withdrawals were in my account within a couple of days plus they gave me free money no wagering in total around £8000 I have had  online Amazon vouchers, Fitbit, Dom Perignon champagne. Call from the VIP manager all the time making sure I am ok. 
 

when I spoke with these casinos about NYSPINS I will be honest they were very disappointed with them how it’s gone. 
 

Boyle sports casino which I believe is an Irish casino I think fantastic customer service again plus you can call them if you have any issues.

 

As soon as I get my money from NYSPINS I will stick to these three casinos because I have a great relationship with them and they look after me as a customer. I will not be joining anymore online casinos I cannot go through this process again.