The player from Argentina had made a deposit using AstroPay, but discovered that the payment method was not available for withdrawal. He had used AstroPay for transactions on this casino in the past and was frustrated with the lack of assistance from customer service. The Complaints Team had explained that the availability of payment methods could be influenced by several factors, such as licensing authorities, geolocation, contracts with payment providers, and bank restrictions. They also noted that a payment method available for deposits might not necessarily be available for withdrawals. Before the issue could be fully resolved, the player had spent the money. As a result, the Complaints Team was unable to assist further and advised the player to contact them promptly if similar issues arose in the future. The complaint was subsequently rejected.
JVSpin Casino - Astropay withdrawal option missing for player.
Amount: $101,712 ARS
JVSpin Casino
Safety Index:Above averageOther
REJECTED
Case summary
Dear casinoguru!
I made a deposit using Astropay yesterday and now I cant use Astropay to withdraw. It doesn´t show astropay as a withdraw option but It shows Astropay as a deposit option.
I´ve made lots of deposit and withdraws using astropay on this casino
CC answers were not helpful at all
Dear erksprensa,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello Petronela, thank you for your quick response.
My account is verified, I made many deposits and withdrawals on jvspin using astropay.
Astropay is valid in my country, I use it in other places
Between the deposit I made yesterday and my withdrawal attempt, no more than 4 hours passed
They informed me about other withdrawal methods, but I have to create an account and verify it and I have to make a deposit and play the amount 1 to 1.
This causes me a lot of inconvenience and it seems very incorrect to me that I cannot withdraw with the payment method that I made and used so many times, without having received a notice previously or at the time of deposit.
Hello erksprensa,
We regret to inform you that since you have already played your winnings, our options for resolution are limited. It's essential to understand that players bear full responsibility for their accounts, active balances, and all wagers made. We advise reaching out to us promptly should any issues arise in the future, enabling us to intervene effectively. Patience is key in such situations.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.
Thank you for your understanding.
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