Need help

[Sadness]

Hello everyone. I need help or advice from you guys.

i played in casino called happyspins and won 5000 euros and withdrawaled 2000 of them but waiting for over 2 weeks to get rest and trying to contact with them but they never replied to my email (they dont have live support).

i am just stucked here and dont know what i should do now also i dont know if its right to report it to the police or swedish gambling association.

anybody here knows what to do in this kind of situation please

[joshnadin]

Hey @Sadness, sorry to hear about your experience.

I've had a brief look at the casino in question, and whilst they do have live support. It appears that 'none of the agents are available right now' on a constant basis and it requests you to send an email instead.
This within itself indicates that the support team is not able to deal with the amount of player contacts and getting a response will take a long time.

How come the 3000 Euro withdrawal has not been sent to you? Is it stuck in pending waiting to be authorised and sent?
If you provide us with a little more insight, we may be able to advise you properly.

In regard to reporting this to the police, I would advise against it as no crime has taken place and isn't a matter for the police to investigate.
Reporting the casino to the Swedish gambling association or submitting a complaint to the Curacao licensing authority may be the way to go down the road, but you would want to exhaust all other avenues first.

[Sadness]

Hi @joshnadin and thank you for replying to me.

After i received my 2000 euros i sent email to the support about where the rest are and they replied to me and asked me to sent bank statement betweet 27th to 2nd of February and i sent them the bank statement then they dissappeared for 2 weeks i sent email to the other casino suggested to that casino still got no response from them. 
I have never imagined to get withdrawal this hard but this makes me feel like i got scammed by the casino.

[joshnadin]

2 minutes ago, Sadness said:

Hi @joshnadin and thank you for replying to me.

After i received my 2000 euros i sent email to the support about where the rest are and they replied to me and asked me to sent bank statement betweet 27th to 2nd of February and i sent them the bank statement then they dissappeared for 2 weeks i sent email to the other casino suggested to that casino still got no response from them. 
I have never imagined to get withdrawal this hard but this makes me feel like i got scammed by the casino.

Ah so they're waiting on verifying your documents before they process the pay-out to you.
It's kind of strange that they allowed a withdrawal of 2000 Euro already, and now want to verify you for the remainder though.

The deposit and withdrawal policies for Happy Spins can be found here.
They state that after verifying your documents, withdrawals aim to be processed between 1-3 working days.
However, I totally appreciate that waiting for two weeks to have your documents verified with no update is completely unacceptable.

I couldn't find anything in the casinos general terms and conditions in relation to the document verification processing times, unfortunately.

I'm not too sure what you can do to speed things up. Whilst I'm pretty sure that you will eventually get your withdrawal if the documents provided are accepted, I would also be a little on edge hearing nothing from them for so long.

Personally, I would wait a little longer to see if you hear anything back. Sending multiple emails to support can end up elongating the process and making it more complicated.
If after another week or so goes by without an update, I would send a final email stating your intent to file a complaint with the Curacao Licensing Authority if your issue is not resolved within 14 days of receipt of the email.

Either way, keep us updated here and let us know how you get on.

[Sadness]

Our KYC department has gone through the documents you provided.
I’m happy to inform you that your documents have been approved and your account is now validated.

Please note that this does not preclude the possibility of further document requests in future. 

Best regards,

HappySpins team

Just now, Sadness said:

Our KYC department has gone through the documents you provided.
I’m happy to inform you that your documents have been approved and your account is now validated.

Please note that this does not preclude the possibility of further document requests in future. 

Best regards,

HappySpins team

As you can see they verified all my documents and stuff since this email they gone forever

[joshnadin]

Oh. So they've already confirmed that they've verified your documents?

5 hours ago, Sadness said:

After i received my 2000 euros i sent email to the support about where the rest are and they replied to me and asked me to sent bank statement betweet 27th to 2nd of February and i sent them the bank statement then they dissappeared for 2 weeks

^ I assumed from this that they were waiting on your bank statement.

--

This makes the situation even more peculiar.

Did you request a full 5000 Euro deposit, and they've only sent you 2000? Or, are they two separate transactions?
Also, was there any bonus' with wagering requirements attached to your cash-out?
In the 'withdrawals' section of your account, can you see the remaining 3000 Euro withdrawal in there under pending, or anything like that?

[biggestdosser]

any affiliate guy, who might help you? Usually the site which refeers you to them has the best chance to help you

[Sadness]

Thank you for replying to this guys really appreciate.

I can’t withdrawal more than 1000 euro  so i had to separate like 6 times.

4x 1000 euro 1x 500 and 1x 700 euros it was actually total 5200 euros and i received 2000 euros and rest are dissappeared. I have never imagine this could happened to me 😞 and this casino(happyspins) was very highly recommended which is super bad.

Also all my requests were approved by them nothing is pending or waiting for approval which is sooooo confusing i feel like their accountant has scammed my money my to their account.

[joshnadin]

47 minutes ago, Sadness said:

4x 1000 euro 1x 500 and 1x 700 euros it was actually total 5200 euros and i received 2000 euros and rest are dissappeared. I have never imagine this could happened to me 😞 and this casino(happyspins) was very highly recommended which is super bad.

Also all my requests were approved by them nothing is pending or waiting for approval which is sooooo confusing i feel like their accountant has scammed my money my to their account.

I'm assuming you're based in Sweden?

What payment method did you use and are expecting your withdrawals to be processed to?
From other posts I've seen on the forum, some of the Swedish payment providers can be a massive headache and it could even be an issue their end.

 

[Sadness]

Yes i am from Sweden and used credit card. I sent email to Curacao and Swedish gambling association about my situation and waiting for answer.

Also still sending emails to the happyspins but they keep spamming ads instead of responding my email.

I am super mad at them that how in the world could you scam people like this when they are running casino.

[Tussilago87]

well dont think spelinspektionen will do anything since the casino doesnt have the swedish license

[Sadness]

Yea i just received email from them.

They said that the casino doesnt have Swedish license so there is nothing they could do.

what can i do now?

51 minutes ago, Sadness said:

Yes i am from Sweden and used credit card. I sent email to Curacao and Swedish gambling association about my situation and waiting for answer.

Also still sending emails to the happyspins but they keep spamming ads instead of responding my email.

I am super mad at them that how in the world could you scam people like this when they are running casino.

 

[joshnadin]

1 hour ago, Sadness said:

Also still sending emails to the happyspins but they keep spamming ads instead of responding my email.

I know it's tempting to keep sending emails to them, but try and minimise your contacts.
The more correspondence you keep sending, the more they're going to have to go though and the more complicated it will get as and when they do address your situation.

32 minutes ago, Sadness said:

They said that the casino doesnt have Swedish license so there is nothing they could do.

This is why I always recommend staying away from Curacao licensed casinos.
The licence means pretty much nothing, and if and when you do need to file a complaint, they're typically awful to deal with, that's if they will look into helping you, at all.

--

Have you spoken to your credit card provider to see if they can shed any light on the issue?
If the withdrawals are showing as processed in your account and the other ones have arrived, it may be worth calling them.
Especially if there are multiple transactions of the same amount being processed to your payment method within a short period of time, it can cause issues in some instances.

[Sadness]

I finally got the respond but i mean come on what is this scam tho?

Thank you for contacting us.

 

We apologize that you still haven't received your withdrawals. 

For us to be able to find your transaction and start an investigation, kindly confirm the date of the withdrawals that you are referring to. To help us with our investigation, kindly send us a bank statement in a PDF format (no other format will be accepted) that should show all of your transactions, from the date of the withdrawal approval onwards. The document should show clearly the dates, the amounts of each transaction, your name and the IBAN or bank account number.

 

Regarding your account, the emails that you have sent us made us think you have lost control over your gambling habits, and you are gambling more than you could afford.

For this reason and for your protection and safety, it has been decided to close your account according to our responsible gaming policy. We have proceeded to also to close the accounts we could find registered with your email address in our sister casinos. 

As per our Terms and Conditions, you acknowledge that you are not to attempt to re-open your account or open new accounts with any other websites operated by our Company. We will not be liable if you manage to open a new account, for such action nor for any direct or indirect consequential damages. We shall have the right to close, at any time, a new account opened in breach of the requirement stated herein.

We wish to direct you to the following websites, where you can get information and advice on how to keep your gaming under control:

 

i am sending 2nd time to them and they dissappeared again

[joshnadin]

42 minutes ago, Sadness said:

We apologize that you still haven't received your withdrawals. 

For us to be able to find your transaction and start an investigation, kindly confirm the date of the withdrawals that you are referring to. To help us with our investigation, kindly send us a bank statement in a PDF format (no other format will be accepted) that should show all of your transactions, from the date of the withdrawal approval onwards. The document should show clearly the dates, the amounts of each transaction, your name and the IBAN or bank account number.

This indicates that they have attempted to process the withdrawals on their end.
I strongly suspect something has gone wrong in terms of multiple refunds of the same amount being processed to your card in a short space of time resulting in them not being processed correctly.
If you're able to show them your statement, they should resolve this for you.

 

42 minutes ago, Sadness said:

Regarding your account, the emails that you have sent us made us think you have lost control over your gambling habits, and you are gambling more than you could afford.

For this reason and for your protection and safety, it has been decided to close your account according to our responsible gaming policy. We have proceeded to also to close the accounts we could find registered with your email address in our sister casinos. 

As per our Terms and Conditions, you acknowledge that you are not to attempt to re-open your account or open new accounts with any other websites operated by our Company. We will not be liable if you manage to open a new account, for such action nor for any direct or indirect consequential damages. We shall have the right to close, at any time, a new account opened in breach of the requirement stated herein.

We wish to direct you to the following websites, where you can get information and advice on how to keep your gaming under control:

Yeah, this is why I suggested trying to keep the contacts to a minimum.

Sending lots of emails and indicating that you need the money quickly triggers a responsible gaming interaction.
Not that you should be too bothered about your account being closed here, as there are clearly much better places to be spending your money.

As suspected, I think things will eventually get sorted out for you here.
It's just going to take some patience and persistence.

Edited 11 February, 2022 by joshnadin

[Sadness]

They have dissappeared again so they might gonna ask another bank statement tomorrow which i will send to them early in the morning again this is frustrating and stressing me out crazy i have never imagined things gonna be like this.

i even posted about this on casinomeister cuz i hoped somebodys gonna help me 

Guys on the casinomeister told me report them estonian tax agency cuz casino is located in Estonia dont know if its gonna help me or nor

[biggestdosser]

its a lesson to not trust smallish casinos in the future!

[Sadness]

i googled everywhere and asked from many people what i can do and found casinomeister 2 days ago and explained everything about my situation so they helped me today oh my god i am survived 
Thank you for writing to Estonian Tax and Custom Board.
We have contacted with happyspins.comlicense holder Damagi Marketing Solutions Limited with this matter and they replied that they have paid out missing sum 3210.13 euro to your account Today.

Please send us confirmation when money has arrived to your bank account. 

Best regards

Ranno Aednurm

Public services division

leading consultant | service department

+372 676 2023

 

Estonian Tax and Custom Board 

They contacted with Estonian tax office which the casino is located in.

[OddK]

Hi,

I have a similar issue with Happyspins - my first withdrawls came through, but my last withdrawals have not (5 days have passed). And I get no reply from Customer Support. (Made a separate thread on this site for this issue)

Did you just contact the Estonian Tax and Custom Board with the issue? Any other information would be much appreciated :-)

 

[Ash W]

Congratulations on the resolution @Sadness- Hopefully the money arrives soon ❤️