I've been with this casino for 2 months.. at first was instantly verified assumingly through my bank card .
Since then have deposited money and withdrew a few times no problem, but this time I'm just playing the game a it asked me to verify my documents which have been given the ok( passport and proof of address).. they are dragging there heels is there anything or anyone who can help me please with this .. it's a £500 withdrawl .. they are taking a while now it's been 3 days ...
Could you tell us when exactly the verification was done, please?
Now you just need to wait for your money to arrive. Right?
Which payment method have you used? It also depends on this fact, and the time frame is different for every payment, you know.
Could you tell us when exactly the verification was done, please?
Now you just need to wait for your money to arrive. Right?
Which payment method have you used? It also depends on this fact, and the time frame is different for every payment, you know.
Hi romni thanks for replying it's been over 4 days I've waited now.. I've been paid out 3 times before and it's thorough bank transfer normally been taking around 48 hrs for payment.
Since I last put this on here I emailed them and they have still not verified my proof of address id so they have told me even Tho they haven't refused it so this could be the hold up . It's just confusing really because the communication with these guys is terrible .
Hi
i would like to add that my withdrawal has been purposely delayed, I have had previous payouts and requested a withdrawal on 25th, I’ve had two smaller withdrawals paid out since and suddenly requested additional verification despite my account being verified.
sent across bank statements, payslips, tax returns, print screen of my bank, all by email which I told them I want comfortable with due to data protection and would of preferred using mitek on their site, I was told if I didn’t, my withdrawal would be placed on hold.
so I complied, I sent everything across, I then had an email saying they can’t see the credit of my salary on my bank statement, which was very clear, so I circled the credit to make reading easier for them, I have since been told the withdrawal will be completed by close of play today, then I was told there’s a delay; then I was told it’s awaiting verification, despite being told it would be done within a few hours.
the delay is based on them , there is absolutely no reason why they cannot verify the account and no reason not to pay out, seems like huge delay tactics and it appears that many others are having the same issue.
please advise next steps?
Did you get this sorted? As I am in the same situation as you
Hi romni thanks for replying it's been over 4 days I've waited now.. I've been paid out 3 times before and it's thorough bank transfer normally been taking around 48 hrs for payment.
Since I last put this on here I emailed them and they have still not verified my proof of address id so they have told me even Tho they haven't refused it so this could be the hold up . It's just confusing really because the communication with these guys is terrible .
Hey.
I just wanted to check on you and ask how the withdrawal is going.
Is it all sorted out now?
Let us know, please, and I hope you won't need our intervention.
Hi
i would like to add that my withdrawal has been purposely delayed, I have had previous payouts and requested a withdrawal on 25th, I’ve had two smaller withdrawals paid out since and suddenly requested additional verification despite my account being verified.
sent across bank statements, payslips, tax returns, print screen of my bank, all by email which I told them I want comfortable with due to data protection and would of preferred using mitek on their site, I was told if I didn’t, my withdrawal would be placed on hold.
so I complied, I sent everything across, I then had an email saying they can’t see the credit of my salary on my bank statement, which was very clear, so I circled the credit to make reading easier for them, I have since been told the withdrawal will be completed by close of play today, then I was told there’s a delay; then I was told it’s awaiting verification, despite being told it would be done within a few hours.
the delay is based on them , there is absolutely no reason why they cannot verify the account and no reason not to pay out, seems like huge delay tactics and it appears that many others are having the same issue.
please advise next steps?
This really doesn't sound good. All the runaround must be nerve-wracking. Right?
Can you tell us how the situation is now, please? Any updates from the casino?
No updates, have chased again this morning, but no reply thus far.
there isn’t anything else I can provide them, the delay is purely their end and the lack of communication makes the whole situation even more frustrating.
Resolved...
After eventually getting through to an live chat advisor ( bearing in mind most times I clicked on help to go the the live advisor log in it automatically took me to my pending withdrawal, this time it didn't)., spoke to a great advisor who explained it t was because of a back log of verifications and payouts. Honestly when I came away from. Him telling me he add emailed the department for me , I'd say 10 to 15 mins after the chat my 500 pound was in my bank .... Overall I did have to send a lot of emails and have patience I got my money...
Also thankyou casino guru for just replying and having other people to reach out too. 😊 ... Thanks 👍.
No updates, have chased again this morning, but no reply thus far.
there isn’t anything else I can provide them, the delay is purely their end and the lack of communication makes the whole situation even more frustrating.
Yeah, it really must be.
I just hope that it will be resolved soon and our team won't need to intervene.
Surely keep us informed, please.
Resolved...
After eventually getting through to an live chat advisor ( bearing in mind most times I clicked on help to go the the live advisor log in it automatically took me to my pending withdrawal, this time it didn't)., spoke to a great advisor who explained it t was because of a back log of verifications and payouts. Honestly when I came away from. Him telling me he add emailed the department for me , I'd say 10 to 15 mins after the chat my 500 pound was in my bank .... Overall I did have to send a lot of emails and have patience I got my money...
Also thankyou casino guru for just replying and having other people to reach out too. 😊 ... Thanks 👍.
That is great news indeed.
I am glad that they were able to solve everything.
What about now, though? Will you still play there? What do you think?
If you wish, you can rate this casino here and write about your experience. 😉
Hi
today marks a whole week of the withdrawal being requested, I was told on Friday my documents will be reviewed no later than Tuesday, I’ve sent some chaser emails and all emails have been ignored.
they have also blocked me from using the chat feature on their site, which I strongly believe was due to them misinforming me and telling me it will be completed on Friday.
there is no way of getting hold of them and no emails receive acknowledgment let alone a reply.
Have they informed you about the documents at least? Is everything ok with those you sent?
Yes everything was correct thankyou for your assistance romi .. glad there's people and groups like this about to help out ...
I'm glad.
So, will you continue there, or should you move to another one? What do you reckon?
Can I submit a complaint please I need help
Of course.
Would you like to describe the issue you experienced at this casino for us, though?
Hi
Last week I joined NY Spins and deposited £25 from my personal joint account (partner)... lucky for me I won £1280 so I thought...
They then requested verification which I sent... They have now come back and said I have broken their T&C's by depositing from a joint account and they have closed my account and banned me from all sites owned by SuprPlay Ltd as I have used 'someone else financial instrument'?
Surely this can't be right?
Hello, if you have proof that it is a joint account and you can prove and verify it, then I don't think that's a reason to ban the account. Did the casino tell you anything more about it, or did they just ban you?
If you are interested, open a complaint at this link and we'll see if we can help.
Are you interested?
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