Spin Vegas casino - do not use

[Samhoey123]

Hi guys, first post here! 

 

Just want to start on a positive; I've been watching your content for years and I am a massive fan of your work! 

 

It's been a mad year of slots for me, have had 1000x wins on lil devil, deadwood, rainbow riches megaways, sizzlin spins and testament so it's been a pretty good year! 

I only play at very low stakes so I don't really get many bonus offers, so I decided to find a new casino to play at so I could use one of the welcome bonuses. I looked on your site and found Spin Vegas, looked pretty good so I signed up and put 40 quid on with the matched welcome bonus. I had a great session, resulting in a £500 cashout - was over the moon as this money is desperately needed at the moment. 

Here's where it gets sad, I wait almost a week while my withdrawal sits on pending, and finally I receive an email requesting further validation of my account. They want my ID, a selfie of me with my ID, proof of address (needs to be different proof to my driving licence, for some reason, which has my address on it) and a picture of the card I used to deposit. 

The issue here is that I'm stuck away from home due to Covid restrictions, currently staying with my mother until such a time arrives that I can safely travel back down to my dad's place. He's not very well but has agreed to find the relevant proof of address documentation for me and send it on. The problem is he can't find the card. I have multiple bank accounts for different reasons, as I'm sure do a lot of other people. I have explained the situation numerous times to customer support and each time I wait a couple of days to receive a generic copy-paste email back, just saying that when I signed up I agreed to the terms and conditions and that they may need further verification of the account. I have asked if they can process withdrawal to a different card (one that I have on me) given the circumstance but they won't even answer the question, just copy and paste the same response back to me again. 

 

This is gutting as I don't know when I'll be able to get back to my dad's place and find the card, I can't keep expecting him to look around for it, and I'm in desperate need of the money I've won. At this point I've basically given up, it seems pretty obvious I'm not getting the money so I have just asked for my deposit back, and they are refusing this too. 

 

I just wanted to make this post as a warning more than anything, if anyone is reading this and considering signing up at Spin Vegas, please don't. I am a member at countless online casinos and have never encountered such a poor customer support service anywhere. Seems like a bunch of crooks willing to do the customer out of every possible penny. 

 

Thanks for reading and I hope this post helps atleast one person. 

 

Sam

[Fruity Scotty]

Morning Sam,

This isn't unusual in any casino you sign up to online. This is them covering their backs due to ever tightening ukgc restrictions, I dont think its the casinos fault for you not being able to produce the relevant documentation. I understand your frustration, but being desperate for money you have won is not a nice place to be, its nice to win and withdraw funds, but having to rely on winnings isn't the correct way to gamble mate. 

[Samhoey123]

Yes I understand that, but if that's the case surely they shouldn't allow customers to gamble in the first place until they've completed these rigorous checks? 

 

That's like me going into the off licence, buying some smokes, being ID'd, oh sorry sir I've left my ID at home. OK well you're not getting your smokes then, but I'm keeping your money too. Surely that's theft? 

 

And this is the real world, everyones circumstances are different and the vast majority of us have been effected negatively by Covid. Oh, and gambling addiction is a real thing. 

[S.Lippitt]

3 hours ago, Samhoey123 said:

Yes I understand that, but if that's the case surely they shouldn't allow customers to gamble in the first place until they've completed these rigorous checks? 

 

That's like me going into the off licence, buying some smokes, being ID'd, oh sorry sir I've left my ID at home. OK well you're not getting your smokes then, but I'm keeping your money too. Surely that's theft? 

 

And this is the real world, everyones circumstances are different and the vast majority of us have been effected negatively by Covid. Oh, and gambling addiction is a real thing. 

i think your taking what Scotty said wrong. 

The money wont go anywhere from your account, until you can go home, and find the card...

Casinos have every right to ask for more, when you sign up to any UK Casino, they always say we might need more info from you...Especially with UKGC at the moment... 

Casinos need to use KYC more. and thats what they are doing with you. Its not just you, its lots of people..

 

[Scottbj1994]

I’ve had the same issues with different casinos, it is annoying I agree BUT it is something most casinos do. Could be because you’re new so they want to make sure it’s not a random person just finding a card and making an account etc, 

if you’re desperate for cash (and I’m saying this because I’ve done the same) then gambling is the wrong thing to do, can end up chasing and then putting yourself further in the red. Be careful Sam, as I say I’ve done it, it’s not good 😞

hopefuly you get this sorted though. Good luck!

[JoeBigMoney]

When this happened to me I've almost lost my faith in humanity. I've won big money in Vegas and they used this same pathetic excuse to keep the money. I was so mad that I've even made my own casino with blackjack and hoo....... oh wait nevermind. Most online casinos just do shady stuff and call it "policies", so first check if they are legit.