NYspins Casino - Las ganancias del jugador fueron confiscadas.

I read so many bad reviews about NYspins, some websites have even black listed them. I was u aware unfortunately.

I won and withdrew £600, I asked to verify my account , prior to playing . Was told already verified.

Withdrew and told 72 hours. It’s passed.

Then had the verification email,

All items need to be pdf ,

Photo of id and selfie with id holding it and has to be half body in it and your arms or it fails.

Photos of the netteller I used.

Happy to do all this and I have, No updates from them , no time frame given, nothing.

Went on my account and the verification section that was saying pending awaiting checking had changed to all caught up and verified . We’re 5 days in now. I was so happy , went to check withdrawal . Still awaiting approval.

This time live chat worked and the agent said I’m not verified it hasn’t even been looked at, but my account has just changed to verified . He said it does this automatically. 

This makes no sense , then live chat is disabled when you withdrawal is pending so you can’t even communicate with anyone.

finally got an email that I’ve posted as a file telling me I have two accounts at the same IP. I was unaware one is mine and one is my ex partners who no longer lives with me, she left over a year ago. I was unaware she has an account in her name. My account is mine name. Like I said she doesn’t live with me anymore. They have void my winnings after all this waiting and faffing around.

My ex partner having an old account in her name is nothing to do with me also they can see it’s dormant and was never really used.

this is not right to take my winnings because of this and I don’t accept it .

Dear Andre0206,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Vegas Now Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a registered player with NYspins Casino?
• Am I correct to understand that the Ip address is the only thing tying you to the other account in question?
• Are you able to log in to your account?

Thank you very much in advance for your reply.

Best regards,

Katarina

I’m new to NYspins .

yes only thing was an old account same IP. Not even been used . Not two accounts in the same name or anything just an the same IP.

they stopped access straight away and now they haven’t responded in 24 hours and they were 24/7.

how can I know my partner had an old account that she doesn’t even use . Here is there email reply :

Thank you for your cooperation to supply the requested documentation.

Our team has reviewed the documents and your account details, and noted that someone has registered from the same address / IP address as you.

Please note that upon registration you acknowledged reading and accepting the Terms and Conditions. This includes that only one account for each household, IP address and device is allowed.

The Terms and Conditions state:

3.2.2. Only one Account for each household, IP address and device is allowed. If two or more users share the same household, IP address and device, the respective account holders must immediately inform SuprPlay thereof.

11.1. If you breach any provision of these T&Cs, or should we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account, or withhold the payment of your winnings.

Due to the breaches above, your winnings were voided and as a gesture of goodwill, we have refunded the deposits of XXX.

If I knew I would obviously of informed them because it states to let them know if two accounts . Ive disputed it with them to no reply

Any help please

Any update

Dear Andre0206,

thank you for your messages.

Have you received any other communication with the casino via email or live chat?

Do you have any screenshots of the communications with the live chat?

Can you please share it here in the thread or froward it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

I will email these now

Your email has bounced back

Dear Andre0206,

I apologize for any inconvenience you may have experienced. It's possible a technical issue has affected the system for short period of time.

Please try again, and send an email to katarina.d@casino.guru. If you encounter further difficulties, please share the details in this thread. I will ensure the thread is private, so your information will remain confidential.

I have tried again bounced back

Still has r worked bounced back I have gone to ecogra now aswell

Dear Andre0206,

thanks for your messages and updates.

• Have you utilized any bonus while playing at this casino, please?

Looking forward to your reply,

Katarina

No won with my money not bonus

Is this going anywhere ? I’ve disputed with ecogra now aswell

Thank you very much, Andre0206, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Andre0206,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will reach out to the casino to see if I can help somehow.

We would like to invite NYspins Casino to join the conversation.

Dear NYspins Casino,

While I do acknowledge the rule "3.2.2. Only one Account for each household, IP address and device is allowed.....," in indeed in your terms and conditions, however, we believe that each case should be reviewed separately. If the other account that has (according to the player) not been used is matched solely with the IP address, this is, in your point of view, not a valid reason for such serious action as voiding the player's winnings

If the player actively used only one account held solely in his name at that time, was or is able to pass the Know Your Customer (KYC) verification, has gained their winnings in accordance with the other standard rules, and has not gained any unfair advantage, then just the presence of an IP match with a different account (that supposedly was not used) should not be a reason for the confiscation of their winnings.

Such an approach is not in line with the fair practices we expect from reputable casinos. I kindly request your reconsideration of your initial decision. Should there be any additional factors influencing this situation, I kindly request that you send any relevant information and evidence to me at michal.k@casino.guru for further evaluation of the circumstances.

Hello everyone,

As usual, we’re limited in what we can share due to GDPR. However, please note that the case has been settled and the player has been informed via email, so hopefully this thread can now be closed.

Wishing everyone a nice weekend.

Best regards,

NYSpins Casino

Dear NYspins Casino,

Thank you for your response.

Dear Andre0206,

As per the casino team's response, this case was supposed to be settled directly with you already. Can you please confirm that?

Dear Andre0206,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru