Casino Complaints Here to Find Help

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#454

Hi guys, I hope to find help here. I played in Happy Spins Casino and won over $5000. I could withdraw $2000 but the rest I just cannot get. I am waiting for the rest of my money for 2 weeks now. Customer support does not reply to my messages and emails. I am stuck here with thinking I will never get the rest and I do not know what to do. Shall I go to the police or any license?

#507

I am so sorry for your troubles in the casino. I had a short look there around. On the one hand, there is Live Support chat that should be online, on the other hand, they are pretty much unavailable. They tell me to contact via email. As we all know, this is difficult way of communication. I just do not understand how $3,000 are still not on your account. Do you see it as pending in your account? What info can you see there regarding the withdrawal. About your thought of the police, there is not much they can do. They actually do not care about any gambling related issue, unless it is millions of dollars. And if you complaint to the license, they also cannot really control the casino, because Curacao license does not bother to check at all.

#509

Hi, thanks for your answer. I first received $2,000 and then they asked me to provide the whole bunch of the documents. I send all my bank account statements and waited. Now, for 2 weeks already there is not any answer they are giving me. I do play in other casinos, but this one is a headache to pay out.

#511

I see now. So, they basically requested the documents to verify the account after the first withdrawal. That is so odd that they even paid you out the $2,000 sum. But now, there is a problem to wait for another withdrawal. On the site in the terms and conditions they state that it takes only up to 3 days to process the withdrawal. But how bad is it to have all your documents and let you wait for 2 weeks. However, they do not really state how fast or slow they verify the documents. I also do not know how you could influence the process. I am pretty sure you will get the withdrawal eventually, but it is definitely unacceptable. If I were you, I would still wait a bit more and check with the support again. Then, if nothing really happens, you need to inform the casino about your wish to contact the licensor. But there the hopes are little that they do anything.

#513

I received the following from the support team 1 week ago: 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

#514

Ok, so they did check and approved your documents. This is so strange. Did you request the whole $5,000 or in parts? Have you maybe used the bonus? If so, any wager that needs to be met? Are $3,000 visible in your account as pending?

#517

Maybe you know some affiliate that advertise the casino? Normally, they are very helpful in such solution.

#518

Tarazz wrote Tuesday 26th of July

Ok, so they did check and approved your documents. This is so strange. Did you request the whole $5,000 or in parts? Have you maybe used the bonus? If so, any wager that needs to be met? Are $3,000 visible in your account as pending?

No, no wager and I can only withdraw $1,000 per week. So, I had to split all my withdrawals into 6 parts. Then, I received only $2,000. There is nothing pending, nothing to see from the rest of my money. I just feel like they totally scammed me. I actually sent the email to my payment provider to see if I can do chargeback. Also, I wrote now to Curacao. I hope this casino will have real issues.

#519

I understand your anticipation of the result but try not to send too many emails to the casino as it will be a reason for them to become suspicious about your behaviour.

#522

Tarazz wrote Tuesday 26th of July

I understand your anticipation of the result but try not to send too many emails to the casino as it will be a reason for them to become suspicious about your behaviour.

I now received this answer from a casino: 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. 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.

#524

Sasa1 wrote Tuesday 26th of July

Tarazz wrote Tuesday 26th of July

I understand your anticipation of the result but try not to send too many emails to the casino as it will be a reason for them to become suspicious about your behaviour.

I now received this answer from a casino: 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. 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.

That is exactly my point. The emails have triggered the responsible gambling issue as they believe you need urgently money due to the addiction. So, that is why their decision to close the account.

#526

Keep your hands off the casino. No chance of winning. Live chat not available! No response to email. Hands off !!! Really, I would be surprized if you get your money.

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