The player from Brazil encountered issues when attempting to withdraw funds via PIX, as the withdrawal request field was blocked. The casino informed him that due to technical reasons, he could not process his withdrawal and suggested using an alternative payment method, which required him to make a new deposit. The Complaints Team concluded that since the player had lost his winnings and the casino could not be asked to refund them, the complaint was closed.
SpellWin Casino - Player faces withdrawal issues with blocked account.
Closed
Our verdict
Other
Amount: 150 R$
SpellWin Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Then, after a payment via pix, I tried to request another payment via pix, which I had already deposited using the same method, and the bar where you type in your CPF to proceed with the withdrawal is blocked, you can't type any characters, I contacted them, and they said ''Unfortunately, due to technical reasons, your withdrawal from PIX payment cannot be processed by our finance department.
We ask you to make a new withdrawal request using any alternative payment method available in the "Withdraw Funds" section of the cryptocurrency wallet.
As a reminder, withdrawals will be available after making a minimum deposit without wagering x3''
CLARELY forcing me to make a deposit for which the minimum withdrawal is 300 BRL!
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8 months ago
Dear leandrog532,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with SpellWin Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you successfully passed the verification process at this casino?
- Have you had any withdrawals with this casino?
- Have you been offered to use other payment method that crypto currency?
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,
Katarina
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8 months ago
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you can finalize this complaint, it's not worth the hassle, for a low price I'm giving up thanks for your help as always!
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8 months ago
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(DISREGARD THE CANCELLATION REPLY)
i want to continue with the complaint!
Have you successfully passed the verification process at this casino? A: Yes, I have!
Have you made any withdrawals at this casino? A: Yes, I've already made a withdrawal via pix, that's exactly the option they block for no reason, interestingly it's open for deposits and not withdrawals!
Have you ever been offered a payment method other than cryptocurrency? A: the problem is with pix not cryptocurrencies, they want me to make another deposit to continue with the cryptocurrency request, but it doesn't make sense, because I won 150 BRL from a 30 BRL bonus where the maximum withdrawal is 150 BRL plus the minimum withdrawal via cryptocurrencies is 300 BRL!
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8 months ago
Dear leandrog532,
thank you for your messages and updates.
Please understand that casino may be experiencing some difficulties with this particular payment method and therefore ask you to withdraw your funds via different method.
- Have you been offered other options than crypto payments?
- Have you requested a temporary limit reduction from the casino to facilitate a withdrawal of your funds?
Looking forward to your reply.
Katarina
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7 months ago
Dear leandrog532,
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.
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7 months ago
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the other withdrawal methods require a deposit, which I have already done
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7 months ago
Dear leandrog532,
thank you for your message. Please accept my apologies for the delayed response. I was on sick leave and unable to reply sooner.
Do I understand correctly that you have already made a deposit through the other payment method, please? If so, when was your last deposit using this channel, please?
Looking forward to your reply,
Katarina
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7 months ago
Translation
friend, the problem with these sites is that they give rewards but don't fulfill the benefit, I won and deposited in pix, but when I request in pix it is simply blocked the withdrawal in pix, I no longer have the money in the account, I would like to close and if I win again I will open another complaint. but I really wanted this conversation to at least correct the casino
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7 months ago
Dear leandrog532,
thank you for your message.
sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
This complaint is now closed. Please do not hesitate to contact us should you encounter any further issues with online casinos in the future.
All the best,
Katarina
