Dear Josh,Glad to hear this has also been settled! Please always allow up to 48 hours for documents to be checked and verified. We are dealing with 100's of players on a daily basis. We're working hard behind the scenes on trying to reduce delays as much as possible.
Are you suggesting his posts aren't factual? As from what has been posted here, and elsewhere, he is owed £50k, for a matter of months now, because you keep asking for more and more documentation, in which the main stumbling block seems to be that every time he supplies what you request, a week or more later, you ask for more. Like wanting certificates of winnings from Grosvenor for example, not that I understand why you would need that, unless you think they are involved in money laundering, as a company that size are hardly likely to be randomly paying five figure sums into someones bank account, unless they won money there.Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.
We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.
If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.
Dear Josh,Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.
We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.
If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.
Dear Colin,Are you suggesting his posts aren't factual? As from what has been posted here, and elsewhere, he is owed £50k, for a matter of months now, because you keep asking for more and more documentation, in which the main stumbling block seems to be that every time he supplies what you request, a week or more later, you ask for more. Like wanting certificates of winnings from Grosvenor for example, not that I understand why you would need that, unless you think they are involved in money laundering, as a company that size are hardly likely to be randomly paying five figure sums into someones bank account, unless they won money there.
Personally, if what he says is true, I would have stopped correspondence with you by now and you would be in receipt of a claim from the courts.
From numerous other complaints I've seen, it seems these delaying tactics are commonplace with you.
Dear Colin,Are you suggesting his posts aren't factual? As from what has been posted here, and elsewhere, he is owed £50k, for a matter of months now, because you keep asking for more and more documentation, in which the main stumbling block seems to be that every time he supplies what you request, a week or more later, you ask for more. Like wanting certificates of winnings from Grosvenor for example, not that I understand why you would need that, unless you think they are involved in money laundering, as a company that size are hardly likely to be randomly paying five figure sums into someones bank account, unless they won money there.
Personally, if what he says is true, I would have stopped correspondence with you by now and you would be in receipt of a claim from the courts.
From numerous other complaints I've seen, it seems these delaying tactics are commonplace with you.
Dear Josh,Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.
We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.
If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.
Listen mate its obvious they are conpleatly taking the piss time to chin them off and go down the legal route..Dear Josh,
why am I chasing a response from you and you’re team at NYSPINS?
I have asked for the compliance team to send me the detailed information I have requested but why am I still waiting 7 days to still not get a response?
Well I will definitely be taking legal action against them if they don’t sort this out this week. I have done nothing wrong all above board and I my evidence for funds is overwhelming for sure.Listen mate its obvious they are conpleatly taking the piss time to chin them off and go down the legal route..
They have form for this with large withdrawals I'm sure new players hitting a goggle search and see what crap they pull and will vote with their feet..
Don’t worry mate my solicitor is on standby now, he understand everything what I have explained and will be enforcing action end of this week if there are still messing around. Still no reply today is incredible that the compliance team can’t respond in a timely manner! 7 days now waiting what do these people do?I closed my account with them after they messed about with a £1,000 withdraw for 4 days, and I have to say I would never dream of going near them again. because I knew if it took them that long, and made me go through so many hoops for that withdrawal if I ever did hit something really substantial I knew they would baulk at every turn.
Too many good quick paying sites around to bother with this crowd, and as a few have said, go down the legal route, and i would also drop an email to the UKGC and let them know that this crowd have held your withdrawal for 4 months for no valid reason.
Dear Josh,Dear Navyboy,
we are an operator that takes its commitment to its customers and its licence conditions very seriously indeed.
We have contacted you directly on this matter several times and kindly ask you to refer to our most recent communication.
If you remain unhappy with the resolution provided by us, you may refer the matter for free and independent adjudication by IBAS. Additional details about this can be found in our terms and conditions.
I would start a PAB nowDear Josh,
So you guys take you’re customers seriously etc?
So why have I been waiting 18 weeks for my money plus now another 8 days for a response to my emails I have sent NYSPINS? I have referred to the email I received 8 days ago and have responded asking for information which I haven’t got yet!
This is a screenshot from live chat just more bullshit I have to put up with.
Looking at other threads, both here and elsewhere, it seems to be a systematic failing, as they are doing the same to other customers, hence me tagging @Casinomeister@navyboy the only reason they would be allowed to hold your funds is if NCA have told them so. You can refuse to supply documents. They need to pay you as long as NCA dont stop them. NCA rarley stop any funds going out from a casino. NCA will give this information to the casino within a couple of days.
Report this to UKGC and send them this forum thread. I know UKGC say they dont look into player complaints, but they do and they do contact operators about bigger issues.
Basically if they didnt get proper documentation from you within 30 days from requesting it and they decide they believe you are playing with dirty money. They should terminate the business relationship with you and report you to NCA who will inform them what to do with the money.
If 18 weeks have passed. They are already in breach against UKGC and AML regulation.
You can also contact NCA (National Crime Agency) Im sure they would like to know about it.
Hey mate thanks for the message.Also, if they dont want to terminate business relationship with you. Then you can self-exclude. They have about 5 days to pay out your balance otherwise they are in breach of their licence. Leovegas got a slap on the wrist a few years back regarding this, however from their end it was a technical error if I recall it correct.
Don't suppose you have the links to the UKGC and AML regulations on this, I know I've read them previously, and will have saved the links, but could I find it a couple of days ago when I was looking, of course not lol
Looking at other threads, both here and elsewhere, it seems to be a systematic failing, as they are doing the same to other customers, hence me tagging @Casinomeister
Don't suppose you have the links to the UKGC and AML regulations on this, I know I've read them previously, and will have saved the links, but could I find it a couple of days ago when I was looking, of course not lol
Should I send this to them? Where do I go from here?Please see below. Copied it from another posted I made a few weeks back.
Old / Expired Link
Outdated URL
I doubt I’ll ever see a penny to be honest. If I’m wrong and what they’re asking for is allowed then fine, but it just seems so bizarre?Could well be leaving UK Market & that's why they don't care or are having money problems or cash flow seems mighty strange not just you but navyboy as well.
Not looking great at all.
They are allowed to ask for it, however you don;t have to supply it.I doubt I’ll ever see a penny to be honest. If I’m wrong and what they’re asking for is allowed then fine, but it just seems so bizarre?