NYSPINS delaying payment £50,000

[Rob74G]

I've literally only set up an account to post about NYSpins.

Sort of the same thing has happened to me. They won't process my withdrawal or verify my documentation. Just keep dragging it out .

It's nowhere near as much as the original poster but I'm waiting on £1750 which I don't think I'll ever get back.

I've contacted Casino Grounds about this - it is a disgrace that they're promoting this casino and Voodoo Dreams. Every review about NYSpins or Voodoo Dreams is negative - go on Trust Pilot in the UK and see what is being said. It's horrific - no-one is getting paid out, unless CG have evidence to suggest otherwise.

Casino Grounds are hiding behind the nonsense NY Spins are spouting about ID verification, etc, and how they need more to meet the responsibilities of their licence, etc.

It's all rubbish. If your ID, etc, is good enough for UK-based casinos, it should be good enough for anyone. 

How much affiliation money is coming via these sites to CG, from users who can't extract a penny in withdrawals? CG should hang their heads in shame for this - reading other posts it's been flagged for months, even years, and still the sites are being promoted. Disgusting.

 

[weimaren87]

@Skylined87

Time to remove this brand? 

Edited 24 February, 2021 by weimaren87

[Rob74G]

13 minutes ago, weimaren87 said:

@Skylined87

Time to remove this brand? 

Absolutely. And Voodoo Dreams. Both part of SuprPlay Limited. 

To be fair, I have complained to Casino Grounds and they have said they're looking into it. I suspect they're going to be given the same answer as normal - they require the documents for verification.

They do not. They are purposely choosing not to verify and provide any withdrawals. 

If it was just me, I might think it was a solitary issue, but it's not. From the reviews I've read, it's literally hundreds of players. In fact it could be every single player that registers with them. 

How much more evidence does CG need?

[aloftown-twitch]

3 hours ago, Rob74G said:

I've literally only set up an account to post about NYSpins.

Sort of the same thing has happened to me. They won't process my withdrawal or verify my documentation. Just keep dragging it out .

It's nowhere near as much as the original poster but I'm waiting on £1750 which I don't think I'll ever get back.

I've contacted Casino Grounds about this - it is a disgrace that they're promoting this casino and Voodoo Dreams. Every review about NYSpins or Voodoo Dreams is negative - go on Trust Pilot in the UK and see what is being said. It's horrific - no-one is getting paid out, unless CG have evidence to suggest otherwise.

Casino Grounds are hiding behind the nonsense NY Spins are spouting about ID verification, etc, and how they need more to meet the responsibilities of their licence, etc.

It's all rubbish. If your ID, etc, is good enough for UK-based casinos, it should be good enough for anyone. 

How much affiliation money is coming via these sites to CG, from users who can't extract a penny in withdrawals? CG should hang their heads in shame for this - reading other posts it's been flagged for months, even years, and still the sites are being promoted. Disgusting.

 

Of course, they dont want to remove them. You're right, this whole site runs on affiliation with casinos shady or not. As much as i know Kims deposit/withdrawals are legit and real, i find it unethical and unfair to the viewer to promote and also play on leovegas who has a major stake in his company, THIS SITE? Here in the UK if you are an employee for any highstreet bookmaker its a well known fact that you are not allowed to gamble or bet in your own shop.  

Edited 24 February, 2021 by aloftown-twitch

[Mwright1712]

8 hours ago, aloftown-twitch said:

Of course, they dont want to remove them. You're right, this whole site runs on affiliation with casinos shady or not. As much as i know Kims deposit/withdrawals are legit and real, i find it unethical and unfair to the viewer to promote and also play on leovegas who has a major stake in his company, THIS SITE? Here in the UK if you are an employee for any highstreet bookmaker its a well known fact that you are not allowed to gamble or bet in your own shop.  

Not sure if that's quite correct, Leo Vegas and the investment company Leo ventures are different companys? Obviously correct me if I'm wrong 

[Rob74G]

12 hours ago, aloftown-twitch said:

Of course, they dont want to remove them. You're right, this whole site runs on affiliation with casinos shady or not. As much as i know Kims deposit/withdrawals are legit and real, i find it unethical and unfair to the viewer to promote and also play on leovegas who has a major stake in his company, THIS SITE? Here in the UK if you are an employee for any highstreet bookmaker its a well known fact that you are not allowed to gamble or bet in your own shop.  

The point is that at least with all the other casinos promoted - as far as I know - they will process withdrawals. From what I can see, no-one has ever had a withdrawal processed by NYSpins. That is beyond shady. How can you justify promoting a casino which never allows withdrawals? It's nuts.

[Rob74G]

Casino Grounds have been chasing NYSpins for me.

Today CG emailed me to say NYSpins had told them to tell me to go to live Chat where everything would be explained.

I went to live chat and they said the usual, 'Your documents are with the department. They'll let you know'.

I explained that NYSpins had told CG that I should go to live chat. They asked for proof of the email which I sent.

They then denied having ever told CG to tell me to go to live chat!

This is what we're up against.

I'm under no illusion that I'll ever get any money out of them. I'm not delusional and as mentioned above compared to £50k withdrawal, I'm small-fry at £1750, but the fact this is going on and CG are still promoting both NYSpins and Voodoo Dreams is the big kick in the teeth.

This should have been dealt with months and months ago. It's clearly something they do for all players - why would you play at a casino where you had no chance of ever getting a withdrawal?

[nelisxxx]

The problem with CG is that they of course earn money to promote casinos, that’s their business model. But if you really need help with a withdraw of thousands of euros, they can’t or they won’t help. So their power is also very limited if you need help. And that’s ok, just be aware of that.

[Skylined87]

5 hours ago, Rob74G said:

Casino Grounds have been chasing NYSpins for me.

Today CG emailed me to say NYSpins had told them to tell me to go to live Chat where everything would be explained.

I went to live chat and they said the usual, 'Your documents are with the department. They'll let you know'.

I explained that NYSpins had told CG that I should go to live chat. They asked for proof of the email which I sent.

They then denied having ever told CG to tell me to go to live chat!

This is what we're up against.

I'm under no illusion that I'll ever get any money out of them. I'm not delusional and as mentioned above compared to £50k withdrawal, I'm small-fry at £1750, but the fact this is going on and CG are still promoting both NYSpins and Voodoo Dreams is the big kick in the teeth.

This should have been dealt with months and months ago. It's clearly something they do for all players - why would you play at a casino where you had no chance of ever getting a withdrawal?

 

1 hour ago, nelisxxx said:

The problem with CG is that they of course earn money to promote casinos, that’s their business model. But if you really need help with a withdraw of thousands of euros, they can’t or they won’t help. So their power is also very limited if you need help. And that’s ok, just be aware of that.

@Rob74GI have passed on the message you received on the live chat. And I am surprised by response on the chat.

@nelisxxxWe always try and help, and yes sometimes we cannot help - but from experience it happens mostly when it's RG issue, a player is from UK (brings invasive Source of Wealth checks in the play which adds to the withdrawal wait time), a player is not providing the requested documentation, a player is abusing (bonuses, chargebacks, etc). With that being said, casinos are also not perfect and might have various issues with lack of information, understaffed teams etc.

Personally I never had issues with Voodoodreams (made some large withdrawals there) BUT experience of each player will differentiate. Either way we will certainly consider what has been said in this thread.

[Rob74G]

31 minutes ago, Skylined87 said:

 

@Rob74GI have passed on the message you received on the live chat. And I am surprised by response on the chat.

@nelisxxxWe always try and help, and yes sometimes we cannot help - but from experience it happens mostly when it's RG issue, a player is from UK (brings invasive Source of Wealth checks in the play which adds to the withdrawal wait time), a player is not providing the requested documentation, a player is abusing (bonuses, chargebacks, etc). With that being said, casinos are also not perfect and might have various issues with lack of information, understaffed teams etc.

Personally I never had issues with Voodoodreams (made some large withdrawals there) BUT experience of each player will differentiate. Either way we will certainly consider what has been said in this thread.

Thanks @Skylined87. I definitely appreciate you looking into this.

I have an update. 

I've just received an email from Voodoo Dreams saying my account has now been verified (!) and that my withdrawals have been passed to another department for processing.

How long this might take is anyone's business, but at least this feels like some sort of progress.

They've also dropped my account deposit limit to £100 per month, plus my net loss limit to £100. Quite frankly, I couldn't give a monkeys about this as I have no intention of ever playing there again.

I'll let you know what happens next with the withdrawals, if anything. They've been waiting for approval for a week so there's no reason why they shouldn't release them immediately.

However, I'm not getting my hopes up or assuming anything. 

[Rob74G]

On 25/02/2021 at 16:57, Rob74G said:

Thanks @Skylined87. I definitely appreciate you looking into this.

I have an update. 

I've just received an email from Voodoo Dreams saying my account has now been verified (!) and that my withdrawals have been passed to another department for processing.

How long this might take is anyone's business, but at least this feels like some sort of progress.

They've also dropped my account deposit limit to £100 per month, plus my net loss limit to £100. Quite frankly, I couldn't give a monkeys about this as I have no intention of ever playing there again.

I'll let you know what happens next with the withdrawals, if anything. They've been waiting for approval for a week so there's no reason why they shouldn't release them immediately.

However, I'm not getting my hopes up or assuming anything. 

So as a further update NYSpins have now paid out my £1750. 

I'm pretty shocked that I've got the money and have no idea what eventually tipped the balance but I'm obviously glad to have got the money. 

I did open a Resolver complaint with them as well as Casino Grounds also chasing them on my behalf. 

I would strongly advise anyone even thinking of playing there or Voodoo Dreams to think carefully about it. 

I've permanently excluded myself from both sites based on the experience I've had. I feel like I got lucky here and don't want to go through that again. 

[Mwright1712]

33 minutes ago, Rob74G said:

So as a further update NYSpins have now paid out my £1750. 

I'm pretty shocked that I've got the money and have no idea what eventually tipped the balance but I'm obviously glad to have got the money. 

I did open a Resolver complaint with them as well as Casino Grounds also chasing them on my behalf. 

I would strongly advise anyone even thinking of playing there or Voodoo Dreams to think carefully about it. 

I've permanently excluded myself from both sites based on the experience I've had. I feel like I got lucky here and don't want to go through that again. 

Glad you got paid man

[Jabs]

3 hours ago, Rob74G said:

So as a further update NYSpins have now paid out my £1750. 

I'm pretty shocked that I've got the money and have no idea what eventually tipped the balance but I'm obviously glad to have got the money. 

I did open a Resolver complaint with them as well as Casino Grounds also chasing them on my behalf. 

I would strongly advise anyone even thinking of playing there or Voodoo Dreams to think carefully about it. 

I've permanently excluded myself from both sites based on the experience I've had. I feel like I got lucky here and don't want to go through that again. 

Wait, what? did u give up on those 50k? that aint right. i would have reported them to MGA and things like that. I would recommend creating a case at askgamblers.com, that is how you handle that type of casinos.

[Mwright1712]

12 minutes ago, Jabs said:

Wait, what? did u give up on those 50k? that aint right. i would have reported them to MGA and things like that. I would recommend creating a case at askgamblers.com, that is how you handle that type of casinos.

That's a different person mate not the 50k one, if you read on up the thread a bit lol 🙂

On 25/02/2021 at 10:27, Rob74G said:

Casino Grounds have been chasing NYSpins for me.

Today CG emailed me to say NYSpins had told them to tell me to go to live Chat where everything would be explained.

I went to live chat and they said the usual, 'Your documents are with the department. They'll let you know'.

I explained that NYSpins had told CG that I should go to live chat. They asked for proof of the email which I sent.

They then denied having ever told CG to tell me to go to live chat!

This is what we're up against.

I'm under no illusion that I'll ever get any money out of them. I'm not delusional and as mentioned above compared to £50k withdrawal, I'm small-fry at £1750, but the fact this is going on and CG are still promoting both NYSpins and Voodoo Dreams is the big kick in the teeth.

This should have been dealt with months and months ago. It's clearly something they do for all players - why would you play at a casino where you had no chance of ever getting a withdrawal?

@Jabs

[Jabs]

2 minutes ago, Mwright1712 said:

That's a different person mate not the 50k one, if you read on up the thread a bit lol 🙂

@Jabs

Right  i started reading the thread then jumped to last page and post

[Mwright1712]

50 minutes ago, Jabs said:

Right  i started reading the thread then jumped to last page and post

I wouldn't be settling for that if they owed 50k fk that lol 

[Rob74G]

On 27/02/2021 at 16:49, Mwright1712 said:

I wouldn't be settling for that if they owed 50k fk that lol 

Ha! Yeah I would definitely not have accepted £1750 if they owed me £50k!

I'm not sure what the deal is with the £50k guy. His proof of earnings were, from what I can gather, coming from other casino winnings which I'd imagine makes things even more complicated. But, if he's won it, and everything is fine, they should still pay out. And we know they have form for this sort of thing.

I was able to give them access to my bank accounts, plus all my IDs, etc. Maybe that helped.

Plus, compared to £50k it's such a small chunk of change. To be honest I still wouldn't touch them with a bargepole. There's enough negative reviews to make you think twice. 

[Voodoodreams]

Hi, 
I trust this finds you all well and safe. 
The delay in processing a withdrawal relates to the player being unable to complete the due diligence process as required by Regulations. However, we remain open to reviewing the matter should additional information be forthcoming in the future. 
 
We understand they are frustrated that we have been unable to resolve this matter as they had hoped. 
The customer was not satisfied with the resolution of the complaint, so they were advised directly via their registered email address that they have the right to escalate the matter to an alternative dispute resolution (ADR) entity as per our customer complaints and dispute policy in our Terms and Conditions who will undertake an independent review into this matter on their behalf.  They were also advised they could contact the Gambling Commission directly on this matter. Should either party request further information, we are happy to provide them full details of the case to explain our position on the matter.  
Note, this case is currently under review with our Alternative Dispute Resolution provider. We are awaiting their final report on the outcome in this case. 
As above, we remain open to reviewing the matter should additional information be forthcoming in the future, at this current time, and having exhausted all immediate options available to us, we regret to advise that the outcome outlined in our last communication to the customer is our final decision in this matter. 
As you may appreciate, for compliance and data protection related reasons, we cannot go into detail on this case.


 

[Mwright1712]

1 hour ago, Voodoodreams said:

Hi, 
I trust this finds you all well and safe. 
The delay in processing a withdrawal relates to the player being unable to complete the due diligence process as required by Regulations. However, we remain open to reviewing the matter should additional information be forthcoming in the future. 
 
We understand they are frustrated that we have been unable to resolve this matter as they had hoped. 
The customer was not satisfied with the resolution of the complaint, so they were advised directly via their registered email address that they have the right to escalate the matter to an alternative dispute resolution (ADR) entity as per our customer complaints and dispute policy in our Terms and Conditions who will undertake an independent review into this matter on their behalf.  They were also advised they could contact the Gambling Commission directly on this matter. Should either party request further information, we are happy to provide them full details of the case to explain our position on the matter.  
Note, this case is currently under review with our Alternative Dispute Resolution provider. We are awaiting their final report on the outcome in this case. 
As above, we remain open to reviewing the matter should additional information be forthcoming in the future, at this current time, and having exhausted all immediate options available to us, we regret to advise that the outcome outlined in our last communication to the customer is our final decision in this matter. 
As you may appreciate, for compliance and data protection related reasons, we cannot go into detail on this case.


 

Everyone has been following this case with interest and I can only read what the customer has said and he's supplied everything you have asked for, he has proved the money was won etc, surely that's enough

[dublinjay]

1 hour ago, Mwright1712 said:

Everyone has been following this case with interest and I can only read what the customer has said and he's supplied everything you have asked for, he has proved the money was won etc, surely that's enough

When you google NYSPINS on google , you see this poor guys threads on three different forums so whoever googles NYSPINS won't play there .

[Colin]

4 hours ago, Voodoodreams said:

Hi, 
I trust this finds you all well and safe. 
The delay in processing a withdrawal relates to the player being unable to complete the due diligence process as required by Regulations. 


 

Lets just at this point have a reminder of the regulations you are talking about

17.1.1 (2) A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

[Geordiemag1]

51 minutes ago, Colin said:

Lets just at this point have a reminder of the regulations you are talking about

17.1.1 (2) A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

I quoted this to another casino after they requested documents for the 4th time in as many months. They paid me a few hours later.

[Mwright1712]

3 hours ago, dublinjay said:

When you google NYSPINS on google , you see this poor guys threads on three different forums so whoever googles NYSPINS won't play there .

Disgrace

[Jabs]

I think casinos like this should have their license withdrawn, and there should be hefty fines aswell. The license Issuer should demand that if a casino accept a player making a deposit there should never be any problems to withdraw, even a tiny delay should be criminalised though many casinos today still wants their players to lose the funds rather than let them withdraw, thats why they delay your withdrawals for 48h or more.

[Mwright1712]

17 hours ago, Colin said:

Lets just at this point have a reminder of the regulations you are talking about

17.1.1 (2) A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation

@Voodoodreams what's your opinion on this ??

17 hours ago, Colin said:

Lets just at this point have a reminder of the regulations you are talking about

17.1.1 (2) A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

I see no response yet Colin, funny that