FAQ

Support / FAQ
Where can I find more help?

If you require any other help or support, about anything related to our games, your account, or Mr Spin more generally, our friendly customer support team are on hand 24/7 to handle any of your queries. Get in touch by calling 01384 884466, texting HELP to 89910, or email support@mrspin.co.uk. You can also use live chat through the Mr Spin app, or via the ‘Support’ menu right here on the Mr Spin website.

How do I self-exclude?
We want you to gamble responsibly but if you believe you have a gambling problem, simply call us on 01384 884466.
Are the games fair?
All of Mr Spin’s exclusive slots games are independently tested and verified by laboratories approved by the UK Gambling Commission.
My phone has been lost or stolen – What do I do?
Contact Mr Spin customer support immediately by calling 01384 884466. We will put an immediate block on your account until further notice. The account can be re-activated again at any time by contacting Mr Spin.
I’ve changed my phone – What happens to my Games and Account?
Contact the Mr Spin Customer Care Team by calling 01384 884466, emailing support@mrspin.co.uk, or texting HELP to 89910 for a call back and we can advise on how to transfer your account to a new number.
Is Mr Spin regulated?
Mr Spin is Licensed and Regulated by the UK Gambling Commission. License number 000-002091-R-104264-027
How do I change my password?
You can change the password on your account by navigating to the ‘Settings’ menu in any of our apps.
I have forgotten my password
You can recover your password by using the ‘Forgot Password’ option on the login screen. Alternatively you can recover your password directly from our site by visiting our password recovery page.
I cannot login to my account, why is this?

There are two main reasons for a failed login, these are:

1. You are using a weak, or slow, connection. This is most common if you are connecting using your network provider’s connection in a poor service area. If you cannot access your account due to your data connection we recommend retrying your login when you are connected to Wi-Fi. 2. You may have entered the incorrect details for your account. In the case of an incorrect password, you will receive an incorrect password error message. If you have forgotten your password, please use the ‘Forgot Password’ button on the login screen. For any other connection issues, please try to login again by restarting the game and retrying the login process. If you are still experience issues please contact customer support by texting HELP to 89910, or by calling 01384 884466.
What are my account details?
Upon registration, you will be asked to confirm your mobile number and create a password. This mobile number and password will become your account details and you must use this number and password whenever you wish to log in to your account, on any device.
Why have I not received my bonus for referring a friend?

If your friend is already registered with us, or you have attempted to refer your own account, then you will not receive a Refer a Friend bonus. Our Refer a Friend bonus is very generous and to stop this being exploited we use electronic identity checks to ensure that the referred player exists and that the details supplied are correct.

Once the referred player passes these standard electronic checks, you should receive your bonus. If your friend doesn’t pass these checks, we will ask your friend to send ID to us to prove their details are correct. In such instances, you will receive your Refer a Friend bonus when we have received and verified their ID. For more information on the Refer a Friend bonus available to existing customers please see our bonuses page, or if you need any specific advice on the status of your bonus please contact our customer care team by texting HELP to 89910, or by calling 01384 884466.
Why did I not receive my free registration bonus?

Our registration bonuses are only available for new customers, if we detect that you already have an account with us you will not receive a second registration bonus.

If you believe that you have incorrectly missed out on a registration bonus please contact our 24/7 UK based customer support team by texting HELP to 89910 or calling 01384 884466. Our support team will be able to look in to accounts on a case-by-case basis.
Why has my deposit been declined?
There could be a number of reasons for a deposit being rejected, these range from a failed ID confirmation to blocked funds from your chosen payment method. You should receive an error message if your deposit has been blocked, to get your deposit cleared or for more information on your specific account please contact our customer support team by texting HELP to 89910 for a free callback or by calling 01384 884466.
What is the minimum amount I need to deposit?
When paying by phone bill, a minimum £3 deposit is required. For all other payment methods a £5 minimum deposit applies.
How much do games cost?
All of our games are free to download and can be played in a demo mode free of charge. To play Mr Spin games for fun simply select ‘Demo Mode’ from the main menu. Please note all our apps are optimised for the smallest downloadable package size so any data charges applied by your network operator will be very minimal. We recommend that you download all of our games via a secure Wi-Fi connection.
How can I ensure that my ID is accepted?
When passing security checks by sending in ID, it is important that our accounts team receive the correct information that confirms your identity and allows withdrawals to be made. For any photo ID sent, we need to see all of the information presented, so ensure you scan, or take a photo of, the full ID. It’s also important to ensure that scans or pictures do not come out blurry and details are not obstructed from view. We accept most standard documents for proof of address, but please ensure that any documents you do send are in date, have the correct name and address, and are clear and easy to read.
You have asked me to send you additional ID – why do you need this?
In some cases, we are unable to verify your identity using the documents you initially supplied. This might be because supplied information does not meet our requirements or they do not match other records that relate to your account. We take security very seriously and will only ask for additional ID or proof of address and payments to ensure that winnings are being paid to the correct person. To avoid any delays with your withdrawals we recommend using our in-game ‘Send ID’ function, which is the quickest way to send any requested information to our accounts team. We also recommend that you ensure that any information you send matches our requirements, includes all of the relevant information, and is not blurry, unclear, or obstructed from view.
Will I have to send any ID when I make a withdrawal?
As a UKGC Regulated Casino, we may be required to – at some point during the lifetime of your account – ask players to send additional info for security reasons like driving licence or passport etc. Once we have received and approved your ID, your winning payment will be processed via your chosen withdrawal method in 1-2 working days.
What is the minimum withdrawal?
We impose a minimum withdrawal threshold for particular withdrawal methods. When requesting a withdrawal via bank transfer the minimum withdrawal is £10, or £20 by card and PayPal. Please note, if you have not yet made a deposit and your winnings come from your welcome bonus the maximum withdrawal will be £50, as per our fair use policy.
Does Mr Spin have wagering requirements?
Yes. Like many online casinos, Mr Spin has wagering requirements on player credit that must be met before winnings can be withdrawn. Bonus credit is subject to 20x wagering and deposits have 1x wagering, however you are free to withdraw any unspent deposit at any time. Everything you need to know about wagering can be found on the wagering requirements page.
I have made a withdrawal, how long will it take to get my money?
All withdrawals are reviewed by the Banking Team within 3-4 working days of being requested. If no I.D. is required, approved payments will be paid via the method you requested at the time of withdrawal.
How can I withdraw funds?
PC & laptop To withdraw funds via the Mr Spin website, login to your account and select ‘My Account’ and then ‘Banking’. You’ll be able to select the method you’d like to use to withdraw funds here. Mobile To deposit or withdraw funds within the Mr Spin Slots app open the menu in the top left hand corner of the app’s main menu and tap ‘Banking’. From here you will be able to deposit and withdraw funds at your discretion. You can also access the Mr Spin website via your mobile or tablet web browser, and use the banking menu from there.
How do I deposit money?
There are 4 options available for you to deposit funds in to your account, these are:
  • Debit/Credit Card
  • PayPal
  • Paysafecard
  • Our mobile phone billing facility (charged against your pay-as-you-go credit or monthly contract costs)
You can deposit money into your account using the ‘Banking’ option in the main menu of our apps or website.
How does Mr Spin Casino confirm age verification when a deposit is made?
Mr Spin Casino maintains a strict no underage gambling policy. Electronic age verification checks are used to ensure that you are over the age of 18 at the time of your deposit. If these electronic age checks prove inconclusive, we will ask you to provide ID that proves your age.
Are my transactions and personal information secure?
The Mr Spin Mobile Casino Server uses 256-bit TLSv1.2 (Transport Layer Security) Digital Encryption to protect your personal details and the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as requested and used by major financial institutions all over the world. Mr Spin prides itself on providing the highest levels of security.
How do I login to the casino?
PC & laptop You can login and manage your account by pressing the ‘Login’ button in the top left corner of the homepage. Here, you can access banking, customer support and other useful tools. Mobile To login using the Mr Spin Slots app simply tap ‘Login’ at the top of the app screen and enter your account details. You can also login via the website, using the web browser on your mobile or tablet.
How do I register at the Mr Spin Casino?
PC & laptop You can register at Mr Spin mobile casino from your PC or laptop by using the ‘Register’ button, located at the top of any page of our website. You will be taken through a short registration process, where you will be asked to confirm your mobile number and set up a few account details, including your password. Mobile  If you are using the Mr Spin Slots app you will be able to register in-app by tapping ‘Login’ at the top of the app screen. From the login page tap ‘Register’ to begin the registration process. The sign-up process is the same within the Mr Spin Slots app as it is for those signing up through our website or in a standalone app.
Does the Mr Spin Slots app feature all of Mr Spin’s games?
We will constantly update the Mr Spin Slots app with our latest titles, but we will always hold back a few of our newest games from the one-stop-shop so that we can ensure any promotional offers linked to any new games are correctly applied to your account. For any titles that are not available on the Mr Spins Slots app, iOS users can use the ‘Send To Mobile’ function to have the App Store link sent to their phone for them to install this standalone game.
How do I access Mr Spin games on my device?
Mr Spin offers his exclusive slots games on 99% of smartphones and tablets, meaning that it’s highly likely that you’ll be able to play one of our exciting games on-the-go using your device! PC & laptop As a mobile-only casino, all of our exclusive slots titles have been built in house to be optimised for smartphones and tablets, from the ground-up. This means that none of our games are compatible with PCs or laptops. If you do find yourself on our site on your PC or laptop simply select the game you want to play and use our ‘Send To Mobile’ function to have the game sent directly to your smartphone. Mobile users iOS and Android users can access most of our games using the Mr Spin Slots app, which is exclusive to iOS devices. This app allows players to access loads of our great games from a single location. You can find the Mr Spin slots app on the iOS App Store or Google Play Store, or you can use our ‘Send To Mobile’ function to have a link to the app page sent to your phone. The Mr Spin Slots app features a selection of our most popular games, meaning that you can play classics like Reel Totem Slots, Dog Detectives, and Monkey Kong all from one place, without the need to install separate apps! The Mr Spin Slots app also allows you to manage your account, meaning that you can make deposits and withdrawals in-app. You can even contact our customer support team directly from the Mr Spins slots app, with a live chat function meaning you can get a quick answer to your query, without leaving the app.
Who is Mr Spin?
Mr Spin is the proprietor of one of the UK’s leading mobile-only casinos. He cares about his players and knows that they seek fun thrills every time they step through his door. Based in the West Midlands, Mr Spin develops all of his games in house, meaning that his fun and exclusive online slots aren’t available anywhere else!
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