Hey Spin - Unfair gaming experience

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Hey Spin Casino Review.

Player's Complaint

I joined Hey Spin early hours of 30th December 2020 around 5 am and deposited via PayPal was charged 2.97 deposit fee and I had 117.00 in my account .I proceeded to play my favourite game the only game I ever play online .I know the game well and I am very familiar with it ,I have been playing this game for roughly 10 years well it seems that long This game is rainbow riches pix and mix .I only ever set the box for gold pots and I stake £1 per spin .I proceeded to spin After a few spins I received a error message we are receiving technical issues this should resolve itself within a few seconds if it persists then contact customer support .It did not resolve and took me back to home page where I had to reload the game where I found a incomplete game waiting ,after this happened the spins started either spinning for long periods of time ,then short periods then it would spin for ages and then stop ,then not even do a full spin of the reels ,I kept getting kicked out and getting same error message until I noticed that every time I reloaded the game and the incomplete games spun the same exact games as the previous incomplete games occurred kj then Aw When I went to go and report this to customer service no help was available on hand it was closed until 8 am I was bootted out of that game 6 times the reels did not spin correctly. So after navigating around their site I found I could leave a message ,so I did describing my issue in detail and how upset i was as clearly there was an issue with the game They responded admitting there was a fault acknowledged the fault.but want proof I was playing the game I.was disconnected from chat about 7 times by numerous advisors due to time allowance so I emailed in I received a reply wanting to know my home network setup Buissness 500 no issues here (let's just say IT Engineer)

They gave me a return email address [email protected] and the emails kept bouncing back I tried from another email and same thing so I went to customer support to verify address and they gave me exactly the same email ,when I said it did not work they gave me another ,I have sent an email to that one but still no response either .

In my correspondence to the casino .I have pointed out that if there was technical issues then the game should not have been made available to the customer as this is obtaining money by deception.I do not expect to join a site and deposit money and keep get booted out of a game that I will only play I expect to join a site and be able to enjoy my gambling experience win or lose and can this operator 1000%gaurentee me that this technical error didn't cost me a major win because I kept on getting booted out NO BECAUSE NOTHING IS GAURENTEED. I don't know what is going on but I also noticed that on the notice of Closed Casinos that Hey Spin is listed if so why is it still trading and taking peoples money ? I have requested the casino to refund my money as there was definitely ba fault on my game play and they admitted it

Regards

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9 Responses

ThePOGG

January 4, 2021

Hi jojogogo - welcome to ThePOGG.com!

i) Hey Spin casino has recently been re-opened under new ownership. We have not updated to reflect this yet. I would suggest that if you're looking for information of the operational status of a business, the business's website should be considered the primary source in the majority of situations.

ii) Operator's have very little control or influence over the games they provide. The software provider restricts that. What you're talking about is a connection issue or graphical issue. It is very unlikely it has any relation to the function of the game in determining what the outcome of any spin was. Getting exited from a game doesn't make the round 'disappear'. In the vast majority of cases it simply means that the player doesn't see the conclusion of the round. If that is the case, the operator aren't 'obtaining money by deception' at all.

I'll contact the operator to see what we can find out here, but the blunt truth is that this would not appear to be, on initial inspection, a sound claim for refund of deposits.

Thanks,

ThePOGG

ThePOGG

January 24, 2021

Hi jojogogo,

The operator responded to your email on the 31st of December asking for further information. They have not received any response. Please reply and let us know once you have done so.

Thanks,

ThePOGG

jojogogo

January 24, 2021

Hi POGG I have sent Heyspins numerous of emails to the email address I was given in chat as the email address that was given to me in the original email to respond to kept bouncing back as failed ,I sent from two different emails addresses so support gave me another email address to write too hey spins responded to my email I have sent you screen shots and emails that I have sent since the date stated

ThePOGG

January 31, 2021

Hi jojogogo,

Please locate the email that was sent to you on the 31/12 and respond to it, this time CC'ing in [email protected].

Thanks,

ThePOGG

ThePOGG

February 7, 2021

Hi jojogogo,

I'm following-up on the above?

Thanks,

ThePOGG

jojogogo

February 9, 2021

Sent everything

ThePOGG

February 14, 2021

Hi jojogogo,

We have not received any email. Please follow the instructions above.

Thanks,

ThePOGG

ThePOGG

February 21, 2021

Hi jojogogo,

I'm following-up on this?

Thanks,

ThePOGG

ThePOGG

February 28, 2021

Hi jojogogo,

If we haven't heard from you by Friday the 12th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG