FAQ

How do I register at 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. Your account also needs to be verified, which may involve an ID check.

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.

How does Mr Spin verify my identity?

Mr Spin Casino maintains a strict no underage gambling policy. All Mr Spin players must verify their age, identity and address before they are able to play our games. We will automatically attempt to confirm a new player’s details electronically upon registration, for example via a third party identity check. If this is unsuccessful, the player will be asked to verify their details using other methods, for example providing photo ID or using our Facebook verification tool. Players cannot access or play any games until identity verification is complete.

Will I have to send any ID?

As of the 7th of May 2019, UK Gambling Commission regulations state that UK gambling operators must verify every player’s identity to prove they are over the age of 18 before allowing them to play any games. This means that we are legally required to verify your name, address and date of birth and may need to ask for and review photo ID before we can allow you to access our games.  There is information on how to send your ID under ‘How do I send in my ID?’ in this FAQ section.

As part of our obligations under a licence issued by the UK Gambling Commission, we are required to conduct on-going due diligence checks at some point during the lifetime of an account.  We may request additional information from players for security reasons or to re-verify the specific details registered and deposit methods used.

We may also be required to ask you to send additional information at withdrawal stage for security reasons. This ensures funds are protected and the monies are paid to the correct person.  Your documents will remain confidential and are never passed to any 3rd party companies; this is covered by our privacy policy. Once we have received and approved your ID, your winning payment will be processed via your chosen withdrawal method in 1-2 working days. There is information on the type of documents we may request under ‘What documents will you request from me?’ in this FAQ section.

What documents will you request from me?

We may just need to ask you to provide some ID, such as a passport, driving licence or other recognised government issued documents.

We take security very seriously and check all IDs manually to ensure 100% accuracy.

Occasionally we may have to request additional ID to ensure details we hold on your account are accurate, that we are paying winning payments to the correct person and that deposits have not been made by unauthorised third parties.

We are also required by law, via licensing conditions and codes to carry out various security checks to safeguard against money laundering and other criminal practices.

In some cases we may need to ask you to provide us with documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We ask for this information as one of our licence requirements to pro-actively engage in initial and on-going due diligence checks.

We have a responsibility to mobile network providers and contract holders to make sure we verify details of mobile phone used to make deposits. We  may ask you to provide proof of ownership of the mobile contract or proof of the bills being paid. This is part of our obligation with the mobile phone providers as we do have a duty of care to them with regards to deposits that have been made.

What document do I need to send as proof of my Date of Birth?

Please be aware that we need to clearly see the entire document and that any photo identification must be within the expiry date.

Please find listed all accepted date of birth identification:

  • Passport
  • Driving licence
  • EU national ID card
  • Birth certificate
  • NHS medical card
  • GP registration letter
  • UK residence card
  • Northern Ireland electoral ID card
  • Young Scot membership card
  • Citizen Card
What document do I need to send as proof of my address?

Please find listed all other paper or online copies of letters, bills, policies and statements that are accepted as address identification that must show clearly who the document is from, your name, address and the issue date within the last 3 months:

  • Bank or building society
  • Home utilities including TV or broadband
  • Council tax or tenancy
  • Housing association
  • HM Revenue & Customs (HMRC)
  • Department of Work & Pensions (DWP)
  • JobCentre Plus
  • Government benefits agencies eg. disability, child, housing
  • Home or life insurance
  • TV licensing
  • Solicitors letter
  • Court letter
  • Universities and Colleges Admissions Service (UCAS) letter
  • University acceptance or enrolment letter
  • Student finance letter
What document can I send to prove source of funds/wealth?

Please upload one or more of the documents listed below, or a similar document that matches your source of wealth. Please make sure that the document includes who the document is from and your name.

  • Employment – contract of employment/payslip/ bank statement showing receipt of latest salary or income
  • Retirement Income- pension statement, letter from your annuity provider
  • Sale of property – contract of sale or a signed letter from a lawyer on letter headed paper
  • Sale of securities – share certificate
  • Inheritance – A Will or signed letter from a lawyer on letter headed paper
  • Winnings from lottery/betting/casino – certificate of win or bank statement showing the win
  • Bank statement confirming income from identifiable sources
How can I send in my ID?

The quickest and easiest way to send in your ID is by using the ‘Send ID’ feature in the ‘My Account’ menu on our app. You will be able to take a picture of your ID with your phone camera. You can also upload pictures of your ID via our website by going to ‘My Account’ and selecting ‘Send ID’. Alternatively, you can email it to id@mrspin.co.uk. Should you choose to email, please ensure that you include your mobile phone number so we can easily identify your account.

How can I ensure that my ID is accepted?

When sending in photo ID, please ensure that the entire document is visible and easily readable. Any images that are blurry or obstructed cannot be accepted. We accept most standard documents for proof of address.

Please ensure that any documents you do send are in date, include who the document is from, have the correct name and address, and are clear and easy to read. There is information on type of documents we may request under “What document do I need to send ….” In this FAQ Section.

What if I don’t give you the information/documentation requested?

If we are unable to speak with you or you can’t provide us with the required information or documentation, we will take steps to restrict your account until we are able to obtain this. Unfortunately, further business may not be accepted if the requested information is not provided.

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. Remember, once you do this you will not be able to play Mr Spin games for 6 months. This is irreversible without exception.

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.

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. We also need to ensure that the referred player is over the age of 18.

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. You will also need to have finished activating your account, and your details must have been verified, which may require an ID check.

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.

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. Deposits have no wagering requirements and 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.

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.

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.

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!

Are the games fair?

Yes! All of Mr Spin’s exclusive slots games are independently tested and verified by laboratories approved by the UK Gambling Commission.

How much do games cost?

It’s free to download our apps or access our games online – all you need to pay for is your bet. If you download an app to your phone, you may be charged a small data fee depending on your service provider. If you are unsure about charges, we recommend connecting to the internet through Wi-Fi or contacting your service provider.

As long as you are 18 or over, our games are available to play for free in demo mode. Your account must have been verified to ensure that you are over 18, and you’ll need to be logged into your account before you can access demo mode. Of course, you won’t be able to win real money by playing in this way. In order to play for free, select ‘Demo’ in the game main menu.

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! Of course, you will need to be logged in to access any games, and your details must have been verified.

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.

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.

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 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.

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 ID 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.

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Terms & Conditions
Licensed and regulated by the UK Gambling Commission
License number : 000-002091-R-104264-027

Terms & Conditions
Licensed and regulated by the UK Gambling Commission
License number : 000-002091-R-104264-027