Hi,

I do have problem with withdrawal from irish spin casino

I'm waiting for withdrawal 6 months now?

6 months? WOW! Then what exactly is the issue? Why have you been waiting for so long?

They have finally reply today after nearly 6 months

We are writing further to our last communication regarding your on-going query relating to your account and pending withdrawal, and to which we still appear to be awaiting a response. 

To reiterate, whilst we appreciate that you have already supplied us with some documents, unfortunately, these have not helped us to fully establish the source of funding for your gambling activity with us, and as required by regulation. In order for us to be able to complete our checks and bring this matter to a close, we would request your assistance in helping to clarify a few points. 

We can see from the documentation provided that the account used for your gambling activity is your Barclays account, and that this appears to be funded through a combination of refunds from other gambling operators and transfers from individuals and what appear to be other banks accounts held in your name, including we assume, the Lloyds bank account for which you have also provided us statements. Unfortunately neither of these documents appear to show a salary payment or provide any indication of regular earnings or income. The Lloyds account in particular seems to consist only of transfers of funds to and from what we assume to be are other bank accounts linked to yourself. 

In order for us to be able to complete our checks please could you provide information about your income together with the supporting documents to confirm this, as well as a little more information about the various transfers of funds into the Barclays account which then form the basis of your funds for gambling. Whilst we appreciate that some of the funding relates to refunds from other gambling operators and you have provided screenshots of financial transactions from unidentified gambling accounts, we regret to advise that we cannot rely on the due diligence conducted by other operators and need to be able to undertake our own independent checks. 

Finally, we do appreciate that this matter has been ongoing for some time now, but as you will be aware from your experience with other operators, affordability and source of funds checks are a licence and regulatory requirement which we are unable to overlook, no matter how much we would like to. We would however assure you that your funds remain safe until such time as we have been able to complete our due diligence checks, and we remain committed to working with you to bring this matter to a satisfactory conclusion. To that end we would be grateful if you could provide us with the information requested at your earliest convenience. 

Did they breached their own terms and conditions by holding onto withdrawals for an unreasonable time without reason?

Please, submit a complaint regarding this. I can barely understand why the casino requires all of this from you. They're not a bank, they're not a police, they're not a private detective agency so they should only mind their business. Their business should be to make sure that you're not underage and that they send money to the same person who made the deposits in their casino. That's it. I can also see that they have a British license. That gives you much higher chance of finally getting your winnings.

I'm really speechless to be honest...

Typical of scummy casinos wanting proof of income affordability source of income S**T I self excluded from all UK gambling casinos for that very reason because the UKGC gave them a new set of rules to do you over. Not when you deposit they won’t check affordability then only when you withdraw. SCUM UKGC??

Hi Daniel,

I'm fed up with them

They have ignored me for long time

I know they taking the P**S

I have submitted formal complaint on the 7th of August and they did not reply with final response within 8 weeks

All I need to know if they breached their own terms and conditions by holding onto withdrawals for an unreasonable time without reason?

I do appreciate your advice

I think the complaint will not help me in that case

Nigeljc I completely agree with you

Honestly, it's hard to say if they breached their TCs. The can claim that they have reason to do so since you didn't deliver them everything they required. On the other, you have right to claim that what they required isn't reasonable thus there no point in sending it to them.

Hi Daniel,

I hope that will be resolved

They didn't let me know that they could not be satisfied with the KYC check for long time

If they did explain that earlier I could get the payment quicker

So they have bybeen holding onto withdrawals for an unreasonable time without reason?

At one point apparently my account has been restricted and I could still deposit the money and play on theire website

Please kindly advise

Hi Daniel,

Please kindly let me know what should I replay to them regarding they email:

We are writing further to our last communication regarding your on-going query relating to your account and pending withdrawal, and to which we still appear to be awaiting a response. 

To reiterate, whilst we appreciate that you have already supplied us with some documents, unfortunately, these have not helped us to fully establish the source of funding for your gambling activity with us, and as required by regulation. In order for us to be able to complete our checks and bring this matter to a close, we would request your assistance in helping to clarify a few points. 

We can see from the documentation provided that the account used for your gambling activity is your Barclays account, and that this appears to be funded through a combination of refunds from other gambling operators and transfers from individuals and what appear to be other banks accounts held in your name, including we assume, the Lloyds bank account for which you have also provided us statements. Unfortunately neither of these documents appear to show a salary payment or provide any indication of regular earnings or income. The Lloyds account in particular seems to consist only of transfers of funds to and from what we assume to be are other bank accounts linked to yourself. 

In order for us to be able to complete our checks please could you provide information about your income together with the supporting documents to confirm this, as well as a little more information about the various transfers of funds into the Barclays account which then form the basis of your funds for gambling. Whilst we appreciate that some of the funding relates to refunds from other gambling operators and you have provided screenshots of financial transactions from unidentified gambling accounts, we regret to advise that we cannot rely on the due diligence conducted by other operators and need to be able to undertake our own independent checks. 

Finally, we do appreciate that this matter has been ongoing for some time now, but as you will be aware from your experience with other operators, affordability and source of funds checks are a licence and regulatory requirement which we are unable to overlook, no matter how much we would like to. We would however assure you that your funds remain safe until such time as we have been able to complete our due diligence checks, and we remain committed to working with you to bring this matter to a satisfactory conclusion. To that end we would be grateful if you could provide us with the information requested at your earliest convenience. 

Honestly, I'd submit a complaint on our website if you haven't done it yet. We have a team of professionals who're focused exclusively on dealing with player complaints. Basically, I'd like to know if the casino has right to ask what they're asking from you. If it's so, then I would provide them everything they ask, collected the winnings and closed the account. On the other hand, if they have no right to ask for more documents, I'd submitted to the licensing authority.

No point the newish UK Gambling Commission have brought in new laws where a player must when requested provider source of income relative to the amount being deposited by the player. You have to provide bank statements PAYE if asked for. If the player can’t provide source of income then the casino has the right to withhold any withdrawals due. That’s where they have you. As I stated before that’s the reason I self excluded from all casinos affiliated to the UK gambling commission because I didn’t want a casino sticking their noses into my private banking business. It’s a diabolical Liberty!!

Hi Daniel,

I have submitted complaint on your website

I will wait for casino to replay regarding this matter

Thanks

That's what I was afraid of. I wouldn't believe the casino did only because they wanted, but it seems they've got strong support for their actions in the UK law.

Hi Daniel,

I do understand that they have to do KYC checks

What I don't understand why took them nearly 6 months to reply that they are not satisfied!!!

True, it actually sounds unreal. 6 months to reply ?? ??

Hi Daniel,

Yes

Should I send them en email that I will be higlighting that problem on every single casino forum and media?

As I felt as I have been treated very badly.

Being ignored for long time

Wasting so much time

The amount of stress and frustration they have caused me!!!

I look forward to hearing from you Thank you

Actually I would only tell them that if they don't deal with it within a week, you're going to contact the UKGC. Then I would really submit it to the UKGC. I don't think that writing stuff around online forums would make any difference.

I'd say - is there anything you need me to submit? No? OK, then you have a week to verify my account. Then I would approach the UKGC.

Hi Daniel,

Thank you

My account has been verified

I'm verified player for over 1 year