They are saying the funds came from a third party

but I have a joint PayPal with my wife I’ve sent proof now they are just ignoring me

Dear paulmusson1974,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Vegas Spins Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that both you and your wife are stated as owners of a PayPal account? When did you send the proof of joint ownership to the casino?

Could you please confirm if you passed the KYC verification?

Has your wife been playing in this casino as well?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes my wife plays with me in the casino online yes

we passed the verification

Subject

Verify your account

Reference # 230818-000498

Response (20/08/2023 12.51 PM)

Hi Paul,

Player ID: 2053230876

Thank you for contacting us, my name is

Daniel and I'm happy to assist!

Please note that your payment method was verified and accepted, but unfortunately your Passport

and Driving License were not accepted, due to the documents not being fully displayed in the picture.

At your earliest convenience, please re-upload into your account/send via e-mail, the following documents in order to authenticate your personal details:

A photo of your ID/ Passport/ Driver's licence

? Provisional licences are accepted.

? Please

remove

your ID from any protective sleeves, wallets or plastic covers.

? For drivers licence, photo page must be shown in full.

? For passports, both the photo page and facing page must be shown in full.

? The document must be clear and fully legible.

? The copy must show the entire document, no corners or edges missing.

? The document must be valid and not expired.

? For passport please make sure you take a photo where both pages are fully showing

Kindly note that

your

marriage certificate was verified and accepted, no need to re-send this one as well.

Proof of Address

? The following are

all accepted: Bank statements. Utility bills such as gas, electricity or water. Official government correspondence.

? The correspondence and utility bills must be no more than 3 months old.

? We accept electronic copies (such as PDFs) and high-quality scans or photos.

? The statement/bill must show your name and full address.

? The entire

document must

be shown in full.

Once you provided the documents are they verify, your withdrawal will start processing.

Thank you for

your time and continued cooperation, it is very much appreciated!

If you require further assistance with this or any other matter, please feel free to contact us.

Kind regards,

DanielM

Member Support Representative

[email protected]

Ive sent a copy of the email

and a screen shot of the paypal

its been a traumatic experience if i am honest

Thank you. From the email you sent here, it seems that the problem is not with your payment method, but with the verification of your ID and driver's license. Have you provided the casino with both of these documents in the correct format and quality as described in the email?

Yes Veronika

Dear Paul,

This is the Customer Security Team, we are contacting you in regards to your Vegas Spins account with username ""Mu55on"".

Apologies for any inconvenience.

Upon the verification of your documents it was found that you had used a third parties PayPal to fund your account.

As per our terms, No Use of Third-Party Payment Methods: As set out in section 8.2, all details provided by you to us either during the registration process or at any time afterwards (including as part of any payment deposit transaction and/or with regards to your occupation details) must be true, current, correct and complete and, as appropriate, match the name(s) on the card(s) (as applicable) or other payment accounts to be used to deposit or receive funds in your account. You may only use a card or other payment account that is in your own name, and may not use one in another person’s name to deposit or receive funds in your account. We shall assume all payment methods used in connection with your account are in your name and you are lawfully entitled to use them. If that turns out not to be true, we will not have any liability to refund monies to you or any third party (subject to any other obligations we may have under applicable laws and/or regulations).

If applicable, any subsequent winnings from these deposits would be removed during the refund process.

Many thanks for your understanding,

Its defo the payment message

Could you please send me the exact copy of the PayPal statement that you provided the casino with? My email address is [email protected]. Thank you.

Hi Veronika

I have emailed it clearly shows the money coming out and then that im an authorised user

Thank you for sending me the chat transcripts. Has the customer support checked your PayPal documents yet? Please let me know.

No

they are asking me to go to this tv enter this etc

but it doesn’t work because it’s a business PayPal

which you are allowed more than now user

i have also sent my joint bank statement where it clearly shows the money was taken from

It’s very stressful

and my wife is I’ll at the minute really don’t need the hassle

Thank you very much, paulmusson1974, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi paulmusson1974,

I've just reviewed your case and am sorry to hear about your problems with the payment method. I will try to help you by contacting the casino. We'll see what can be done if they reply.

Dear Vegas Spins 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?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you

Dear paulmusson1974,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the United Kingdom Gambling Commission (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia