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I deposited £25 from my personal joint account (Sunday 26th Oct), the casino gave me £25 bonus money. I played the real money first and won the £1280.

I used the live chat to ask if I could forfeit the bonus which they congratulated me on the win and said yes I could... they cleared the bonus £25 off my account and I tried to withdraw the winnings.

They then asked for verification which I sent in the form of drivers license & bank statement.

This is when they said I couldn't deposit from a joint account and they had confiscated my winnings, closed my account and refunded the original £25 (Friday 31st Oct).

I have sent an email to them now stating I want to open a formal complaint but no response yet

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful deposits via this payment method before?
• Do I understand correctly that your account was successfully verified?
• Could you please confirm that you are a legitimate owner of this payment method? Can you provide evidence confirming this? You can send it to me - kristina.s@casino.guru. Alternatively, you can post it here.

Additionally, please forward me all the relevant communication between you and the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I made a successful deposit to NY Spins on Sunday 26th October... it was that day that I opened a new account to take advantage of their bonus £25 offer. That was the only deposit I made...

Upon requesting withdrawal of the winnings, that's when they asked for forms of ID to be sent across for verification. After sending these items across, that's when they said that I shouldn't have used a joint account.

I am the owner of this joint account along with my partner Vicky, I have my own debit card for this account as Vicky does too.

I have sent the proof over via private email to your address

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Jug_ears,

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.

What do you need from me that is outstanding?

Dear Jug_ears

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Jug_ears,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino to obtain additional clarification and determine if I may be able to assist.

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

Dear NYspins Casino,

I would appreciate your clarification regarding whether the primary reason for the confiscation of the player's winnings was the deposit made from a joint account, of which the player appears to be a legal co-owner.

While I understand that it is generally expected in the industry that players must utilise payment methods that are valid, issued by legitimate institutions, and held in their name, we believe that if a player can convincingly demonstrate their legal ownership or co-ownership of a joint bank account — and that the funds deposited originate as well from their own legitimate sources (such as salary, etc.) — then the fact that deposits were made from a joint account should not, by itself, serve as a valid justification for confiscating winnings that were legitimately earned, provided that this has not given the player any unfair advantage.

I'm looking forward to your response.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

I would like to include some important information here.

Although my earlier response remains applicable, in the interest of transparency, our advice to the players in these kinds of situations is outlined in our Fair Gambling Codex: How to Avoid Issues as a Player, which is as follows:

I want to make sure this is mentioned in this complaint thread.

Good afternoon,

Michal explained the situation regarding the joint account deposit very well, and since this is covered in our T&Cs, I don’t think there is much more to add.

However, I just checked with the team and the £25 deposit has already been refunded, and the responsible team has also been in touch with the player about it.

I hope this resolves the issue.

Best,

NYspins Casino

Dear Jug_ears,

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.

How should I respond? NY have yet again refused any possible positive route for me

Dear Jug_ears,

Have you consulted with the casino support before making a deposit to confirm whether it is permissible to use a joint account, as we suggest?

Can you provide evidence that the funds in the joint account are yours? For instance, any proof of income that you receive into this joint account?

Is this the sole bank account that is registered in your name?

Dear Jug_ears,

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 reminders, 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 is welcome to reopen the complaint within the next 3 months if they choose to resume communication and cooperate further. 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