The player from Peru had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The player's withdrawal attempts had been unsuccessful due to restrictions imposed by his bank, and the funds had been credited back to his casino account. The casino had advised the player to proceed with an alternative form of payment. The player then initiated a successful withdrawal to a different bank account. The casino confirmed that the withdrawal process had been completed and the funds should have been available to the player. Consequently, the issue was resolved and the complaint had been marked as 'resolved' by the Complaints Team.
Spin247 Casino - Player claims that payment has been delayed.
Amount: 1,500 S/.
Spin247 Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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12 months ago
Translation
They are refusing to pay me my money. I was given a bonus for my first deposit, I met all the requirements and made a sum of 1500 soles. Then, in order to withdraw my money, they asked me to validate my identity, which I did. They demanded identification and bank statements from 2 different accounts that are under my name, which I provided. I then proceeded to make my withdrawal and they claimed that, although they approve the withdrawal, my bank is allegedly blocking the payment and that's why they can't deposit my money. I went to my bank and checked this, and they told me that my account has no restrictions for receiving money transfers from abroad. I also contacted the chat of my bank, BBVA Peru, and I have proof where they state the same thing: that my account has no restrictions or blocks for receiving money from abroad. I tell them that my bank is fine and I attempt to make another withdrawal. Then, they come up with the same story. They wash their hands of it, blaming my bank for blocking the payment. My bank advisor informs me that if they are the ones sending the money, they should ask the institution through which they are depositing the money, the reason why the money allegedly can not be credited to my bank account. However, they ignore this. Then, the casino tells me they will provide alternatives for payment. They come up with the joke that they can pay me through another card that belongs to me. Sure, I do have another card, from Interbank, but then they come up with another joke that I have to make another deposit with that card for me to be able to withdraw with that card. This is an abuse. I haven't had such a terrible experience with any other casino. I play at Palms Bet, which is also a casino from another country. Yet, they have never had any issue depositing my winnings to my card.
Frankly, this is robbery.
Automatic translation:
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12 months ago
Dear Juanme,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Dear Juanme,
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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11 months ago
Dear Juanme,
Thank you for your post.
We are sorry to hear you had difficulties with your withdrawal request. Firstly we would like to reassure you that we are always happy to see our players win, and the vast majority of our players have no issues when it comes to withdrawing with us.
After carefully reviewing your account, we can confirm that the withdrawal attempts were unsuccessful, and the funds were subsequently credited back to your Spin247 account, allowing you to proceed with an alternative form of payment.
It's important to note that the setbacks were a result of restrictions imposed by your bank, over which we have no control. We appreciate your understanding in this matter.
Upon further inspection, we observe that you have successfully initiated a withdrawal to a different bank account. We are pleased to inform you that the withdrawal process was completed on 12/12/2023, and the funds should now be available to you.
Should you have any further inquiries or require additional assistance, please do not hesitate to contact our dedicated customer support team.
Kind regards,
Spin247 Casino
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11 months ago
Translation
The problem was solved, thank you very much for the general help.
Automatic translation:
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11 months ago
Dear Juanme,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
